Master FAQ
Getting Started
What is Intellivizz CRM?
Intellivizz CRM is a complete customer relationship and business automation platform tailored for small and mid-sized businesses. It includes contacts, conversations (SMS, email, social), calendars, sales pipelines, marketing automation, websites and funnels, payment processing, reputation management, AI voice agents and chatbots, courses and memberships, and reporting — all in one place.
Who is Intellivizz CRM designed for?
We work with small and mid-sized businesses across Healthcare, Real Estate, Hospitality, Education, Professional Services, Private Equity, Golf and Recreational, Law Firms, and Accounting. The platform is industry-flexible — if you have customers, appointments, and need to follow up, it fits.
How do I get started?
Book a setup call at intellivizz.ai/call, or call (571) 248-9453, or email [email protected]. We'll scope your needs and confirm pricing in one conversation, then schedule kickoff.
Can I try it before I buy?
Yes. We offer a personalized live demo where we walk you through the platform configured for your industry and use case. Book one at intellivizz.ai/call. Self-serve free trials are not currently offered — because every account requires real configuration to be useful, we prefer to set you up properly during a paid onboarding.
What's included in the price?
Your monthly subscription includes platform access, 25 user seats, unlimited contacts, configured sub-account, support, monitoring, and 3 included automation buildouts. Usage — calls, SMS, email, premium workflow runs — is metered separately and billed against your prepaid Wallet.
How long does it take to go live?
Most clients launch within 5 business days using our structured onboarding wizard. Migrations from existing CRMs (especially with large contact databases or complex pipelines) can take 1–3 weeks. Healthcare/HIPAA accounts typically take 2–3 weeks because of compliance setup.
Can I migrate from another CRM?
Yes. We support migration from HubSpot, Salesforce, Zoho, Pipedrive, ActiveCampaign, Keap (Infusionsoft), GoHighLevel, and most other CRMs. Standard imports include contacts, custom fields, tags, opportunities/deals, and notes. Conversation history migration is platform-dependent and quoted separately.
Plans, Pricing & Billing
What are the plan tiers?
Intellivizz CRM offers two main subscription tiers: Standard ($199/month) and Medical/HIPAA ($649/month). Both include 25 user seats and unlimited contacts. The Medical tier adds HIPAA-compliant infrastructure, signed BAA, encryption-at-rest with PHI safeguards, and a dedicated compliance specialist.
What does setup cost?
Setup is one-time and ranges from $200 to $1,499 per automation depending on complexity. Standard onboarding includes 3 automations as part of your initial setup. Additional or complex automations (multi-system integrations, custom AI training, advanced ROI tracking) are quoted at the higher end.
Is there a contract or commitment?
Subscription is month-to-month — you can cancel any time, effective at the end of the current billing cycle. Setup fees are one-time and not refundable once work begins. We don't lock clients into annual contracts unless they request one for budgeting purposes.
What's the Wallet?
The Wallet is your prepaid balance for usage-based services: phone calls, SMS, email, premium workflow runs, email verification, line rental. Set up auto-recharge so it never hits zero — a low Wallet means SMS and calls fail.
What are the usage rates?
Standard North American rates: phone line $10.81/month per number, inbound calls $0.08/minute, outbound calls $0.13/minute, SMS $0.08 per message segment, email $0.004 per email, premium workflow $0.02 per run, email verification $0.01 per address. International rates vary.
What does "Unlimited*" mean for AI?
Voice AI usage, chatbot AI usage, and AI review reply generation are not metered per use. They're included as Unlimited* under our Fair Usage Policy (intellivizz.ai/terms-of-service#fair-usage-policy). Carrier costs (call minutes, line rental, SMS) are still metered — those are pass-through to the underlying telecom.
Why did my last bill have unexpected charges?
The most common surprise-charge culprits are: long SMS messages billing as multiple segments (over 160 characters = 2+ segments; emojis count as 70 chars/segment), international call minutes at higher carrier rates, AI voice agent calls (AI is unlimited but call minutes still bill), and premium workflow actions ($0.02 each).
How do I update my payment method?
Go to Settings → Billing → Payment Methods. Add or edit a card (Stripe-secured). You can have separate default cards for subscription billing vs. Wallet recharge.
Can I get an invoice for accounting?
Yes. All invoices are auto-generated and downloadable as PDF from Settings → Billing → Invoices. You can also add a Billing Contact email (your bookkeeper or CFO) to receive every invoice automatically without needing a CRM login.
Do you offer discounts?
We offer prepaid annual subscription discounts (typically 10–15%), nonprofit pricing for registered 501(c)(3) organizations, and partner program rates for agencies managing multiple Intellivizz CRM accounts. Contact [email protected] to discuss.
Setup, Migration & Onboarding
What does the 5-day onboarding cover?
Day 1: business profile, branding, domain. Day 2: team and roles, phone number purchase, A2P 10DLC registration. Day 3: calendar setup and integrations. Day 4: contact import and channel connections (FB, Google, etc.). Day 5: automations launch, mobile app setup, payments connection, go-live.
Do I need a domain to use Intellivizz CRM?
You don't need one to start — you can use the default app.intellivizz.ai login. But for branded customer-facing surfaces (booking pages, websites, email-from addresses), a domain you control gives you a much more professional presence and better email deliverability.
Can I use my existing phone number?
Yes — number porting is supported. Provide a current bill from your existing carrier showing the number and account details, and we coordinate the port with our telecom partner. Porting takes 7–21 days depending on the source carrier; during that window, your existing number works normally.
What is A2P 10DLC and do I need it?
A2P 10DLC (Application-to-Person 10-Digit Long Code) is the carrier-required registration for any business sending automated SMS in the US. Without it, your SMS messages are blocked or filtered. Registration takes 1–7 days and includes brand verification + campaign approval. Canada has a similar but lighter regime.
How do I import my contacts?
Export your contacts from your existing system as CSV. In Intellivizz CRM, go to Contacts → Import → upload the CSV. The wizard maps columns to Intellivizz fields (name, email, phone, etc.) and lets you preview before committing. Imports of 50,000+ contacts may take a few minutes to process; you'll get an email when complete.
What if I have custom fields in my old CRM?
Create matching custom fields in Intellivizz CRM first (Settings → Custom Fields), then map your CSV columns to them during import. Field types supported: text, number, dropdown (single/multi), date, file upload.
Can multiple users work in the same account?
Yes. Your subscription includes 25 user seats. Each user has their own login, role-based permissions, calendar, notification preferences, and activity tracking. Teams typically include: Admin (1–2 owners), Standard (most staff), Customer Service (limited to inbox), and Read-Only (audit/oversight).
How do I undo something I imported by mistake?
Recent imports can be reverted from Contacts → Import History within 7 days. After 7 days, imports are merged permanently — you'd need to filter and bulk-delete. We strongly recommend testing imports with a 5–10 row sample CSV first.
Daily Use & Operations
Where do new leads from my website appear?
Anywhere a customer interacts — form submission, chat widget, FB lead ad, calendar booking, inbound call — a contact is created or updated, and the inbound message lands in Conversations. New contacts also show on your dashboard's New Leads widget within seconds.
How fast does the inbox update?
Inbound SMS, FB messages, and chat messages appear in seconds. Inbound emails appear within 30 seconds (depends on your email provider's webhook delivery). Inbound calls show as ringing in real time on the LeadConnector mobile app.
Can I assign conversations to specific staff?
Yes. Open a conversation, click Assign, and choose a user. Assigned conversations show on that user's dashboard and can trigger notifications. Round-robin auto-assignment is supported via workflows for high-volume teams.
How do I avoid double-booking my calendar?
Connect your personal Google or Outlook calendar (Settings → My Profile → Calendar Settings). Two-way sync blocks Intellivizz CRM availability whenever you have a conflicting event in your external calendar.
How does the AI voice agent know what to say?
During setup, we configure the agent's knowledge base (FAQs, business hours, services, pricing), conversation flow (greet, qualify, book or transfer), and tone. You can refine over time by reviewing call transcripts and adjusting the prompts.
What happens to a customer if my AI doesn't know an answer?
By default, the AI says something like "Let me get a human to help you with that" and transfers to a designated phone number or sends an SMS to a human teammate to follow up. You configure the fallback behavior.
Where do I see whether my workflows ran?
Automation → Workflows → click any workflow → History tab. Every triggered run is logged with status (success/failure), timestamps for each step, and any errors. Use this to debug when something didn't fire as expected.
Can customers reschedule their own appointments?
Yes. Confirmation and reminder emails include a Reschedule link that lets the customer pick a new time from your live availability — no need to contact you. Cancellations work the same way.
How do I send a one-off SMS to a contact?
Open the contact, click Send SMS, type your message, hit send. It logs in their conversation thread permanently. To send to many contacts at once, use Bulk Actions on a Smart List.
What's the difference between a Pipeline and a Workflow?
A Pipeline is a visual board representing your sales stages — deals move from stage to stage as you work them. A Workflow is automation logic — "when X happens, do Y." They work together: workflows often trigger on pipeline stage changes.
Phone, SMS & Compliance
Why do my SMS messages have to be approved?
Carriers require A2P 10DLC registration to prevent spam. Your business (the brand) is verified, then each campaign (use case: appointment reminders, marketing, etc.) is reviewed for compliance. Approved campaigns get higher throughput and lower filtering rates.
What's TCPA?
Telephone Consumer Protection Act — the US federal law governing automated calls and SMS to consumers. Key requirements: consent before sending automated marketing messages, mandatory STOP language to opt out, no calls or texts before 8am or after 9pm in the recipient's local time zone, and immediate honoring of opt-outs. Violations carry $500–$1,500 per-message penalties.
What's CASL?
Canada's Anti-Spam Legislation — stricter than TCPA. Requires explicit, documented consent before any commercial electronic message (email or SMS). Violations have led to multi-million-dollar fines. If you have Canadian contacts, treat consent more carefully than US contacts.
Can I send marketing SMS without consent?
No. In the US, automated marketing SMS requires prior express written consent. In Canada, CASL requires explicit consent for any commercial message. The platform automatically appends STOP instructions to outbound campaigns and respects opt-outs system-wide — but consent collection is your responsibility.
What happens when someone replies STOP?
The contact is automatically marked as Do-Not-Contact for SMS, and all future outbound SMS to them is blocked at the platform level — even if a workflow tries to send. You can see their opt-out status in the contact record. Re-opting in requires explicit reconsent.
Can I send SMS at night?
Technically the platform allows it, but TCPA prohibits automated marketing SMS before 8am or after 9pm in the recipient's local time zone, and CASL has similar quiet-hours rules. Use the workflow's "Allow only between" filter and respect contact time zones to stay compliant.
How does opt-out for email work?
Every marketing email auto-includes an Unsubscribe link in the footer. Clicks instantly mark the contact as Email-Unsubscribed and prevent future marketing emails (transactional emails like receipts and appointment confirmations still send unless you explicitly suppress those too).
Marketing, Funnels & Reputation
Can I build a website inside Intellivizz CRM?
Yes — the Funnels & Sites builder is drag-and-drop, mobile-responsive, and includes templates for common business types. You can build landing pages, multi-step sales funnels, full multi-page websites, and standalone forms.
Should I keep my existing website or migrate?
Migrate parts that benefit from CRM tracking and lead capture (landing pages, contact forms, booking pages, course sales pages). Keep your existing website for content-heavy sections (blog, deep service pages, SEO-optimized content) if you have a working solution. Many clients run a hybrid setup.
How do I get more reviews?
Build a review request workflow: trigger when an appointment is marked Complete or an invoice is Paid. Send an SMS within 1–2 hours asking for a review (with a one-tap Google or Facebook review link). Send a follow-up email 24–48 hours later if no review is left. Most clients see review velocity 5–10x baseline within a month.
How does AI auto-reply to reviews?
When a new review lands, the AI generates a unique reply matching your configured tone, mentioning the reviewer's specific feedback. You can run it in Auto-Send mode (replies post immediately) or Draft mode (you approve before posting). We recommend Draft mode for the first 30 days.
Can I respond to negative reviews?
Yes — and you should, every time. Use the 4-step framework: acknowledge the experience, take responsibility, offer to take it offline (with a direct contact), don't relitigate facts publicly. HIPAA-covered businesses must NEVER acknowledge a patient relationship in public review replies — that itself is a HIPAA violation.
What's email deliverability and why does it matter?
Deliverability is the percentage of your emails that actually reach the inbox vs. spam folders. Three levers control it: domain authentication (SPF, DKIM, DMARC), sender reputation (consistent sending, low complaint rates), and content quality (avoid spam triggers, personalize, send to engaged lists). Bad deliverability means your campaigns silently fail.
Should I worry about Gmail/Yahoo's 2024 sender requirements?
Yes — they're now permanent. Bulk senders (5,000+ messages per day to Gmail/Yahoo) must authenticate with SPF, DKIM, and DMARC, keep spam complaint rates under 0.3%, and provide one-click unsubscribe. We help configure this during onboarding for any client doing email marketing.
AI, Automations & Integrations
What's a Workflow?
A Workflow is automation logic: "when this happens, do these things." Trigger → Conditions → Actions. Examples: when a new contact is created, send a welcome email + create an opportunity + assign to a sales rep + start a 5-day nurture sequence.
What's a premium workflow action?
Premium actions are advanced or AI-powered steps that bill at $0.02 per run. Examples include: AI-generated SMS or email content, advanced webhook routing, dynamic field lookups across systems. Standard actions (send SMS, send email, add tag, move stage, wait) are not premium.
Does Intellivizz CRM integrate with Stripe?
Yes — Stripe is the recommended processor. Connect via Settings → Payments → Stripe. Once connected, you can sell through funnels, send invoices, run subscriptions with proration, automate dunning for failed payments, and refund directly from your CRM dashboard.
Can I connect my Google Calendar?
Yes — per-user, in Settings → My Profile → Calendar Settings. Two-way sync: external events block CRM availability, CRM bookings appear on your Google Calendar. Same flow works for Outlook/Microsoft 365.
Can I connect Facebook and Instagram?
Yes. The Meta integration covers: Messenger inbox, Instagram DM inbox, Facebook Lead Ad form ingestion, Page comments, basic post scheduling, and the Conversions API for ad attribution. Token expires every ~60 days — set a reminder to reconnect.
Can I integrate with Zapier or Make.com?
Yes. Both platforms have native Intellivizz CRM modules with hundreds of triggers and actions. Use them for any tool not natively integrated. At very high volume (5,000+ tasks/month), evaluate building the same logic as a native CRM workflow + webhook to save money.
Is there a public API?
Yes — a REST API with JSON payloads, OAuth 2.0, and most resources fully exposed (contacts, conversations, calendars, opportunities, workflows, payments, memberships). API keys are generated in Settings → API & Webhooks. Rate limit: 100 requests/minute per key, 100,000/day.
Can I build my own integration?
Absolutely. Use webhooks (inbound and outbound), the public API, or Zapier/Make.com depending on your team's technical comfort. We provide a Postman collection on request.
Security, Privacy & HIPAA
Is my customer data secure?
Yes. Intellivizz CRM runs on enterprise infrastructure with encryption-in-transit (TLS 1.2+), encryption-at-rest, AWS-grade physical security, role-based access controls, and full audit logging. We support 2-factor authentication on every account.
Are you HIPAA compliant?
Yes — the Medical/HIPAA plan ($649/month) includes a signed Business Associate Agreement (BAA), HIPAA-specific infrastructure (encryption, access controls, audit trails meeting HHS standards), and a dedicated compliance specialist. The Standard plan is not HIPAA-compliant; Medical clients are migrated to the HIPAA tier.
What's a BAA and do I need one?
A Business Associate Agreement is a HIPAA-required contract between a covered entity (medical practice, clinic, etc.) and any vendor handling PHI. If you're a healthcare provider using Intellivizz CRM for patient communications, scheduling, or records, you need a BAA — included on the Medical plan.
What happens if there's a data breach?
We follow the breach notification requirements of HIPAA, GDPR, CCPA, PIPEDA, and other applicable laws. For HIPAA accounts, we have an established incident response plan with notification timelines, customer support, and regulatory reporting handled by our compliance specialist team.
Where is my data stored?
Primary infrastructure is in AWS US East (Virginia). Standard accounts may have data replicated to additional US regions for disaster recovery. HIPAA accounts use HIPAA-eligible AWS services and stay within US borders. EU/UK accounts can be configured for EU data residency on request.
Can I export my data?
Yes. Anytime. Contacts and conversations export from their respective sections as CSV/PDF. Full account export (all data) is available via support request — 5 business day turnaround, delivered as ZIP for Standard accounts or encrypted SFTP for HIPAA accounts.
Is data backed up?
Yes. All production data is backed up multiple times daily with 30-day point-in-time restore capability. If you accidentally delete a contact, conversation, or workflow within the last 30 days, support can restore it. After 30 days, restoration is no longer available.
Are you GDPR / CCPA / PIPEDA compliant?
We support compliance with GDPR (EU), CCPA (California), and PIPEDA (Canada): data subject access requests, right-to-deletion, consent management, data portability, and processor-side commitments. Specific configurations for EU data residency or California-specific notices are available on request.
Support & Continuity
How do I get support?
Three main channels: phone (571) 248-9453 during business hours, email [email protected], or live chat from app.intellivizz.ai. HIPAA accounts also have a dedicated compliance specialist contact.
What are support hours?
Standard support: 9am–6pm Eastern Time, Monday–Friday, with response within 1 business day for email. Phone calls during business hours are typically answered live. Critical issues (production outages affecting your business) are addressed 24/7 for clients with active support contracts.
Is there a help center?
Yes — the Intellivizz CRM Help Center contains 17 category guides covering every module, plus this Master FAQ. Most setup, daily-use, and troubleshooting questions are answered there. The help center is updated regularly as features change.
Do you offer training?
Yes. Onboarding includes a setup walk-through and a 1-on-1 training session covering your specific configuration. Additional training (admin training, sales team training, marketing campaign workshops) is available as paid add-ons.
What if Intellivizz CRM goes down?
We monitor the platform 24/7 with automated alerting. Status updates are posted to our status page during incidents, and we communicate proactively to affected clients. Historical uptime is 99.9%+. Major outages have been measured in minutes, not hours.
What happens to my data if I cancel?
Your data is retained for 30 days after cancellation in cold backup, allowing you to restore the account if you change your mind. After 30 days, data is permanently purged from production and backups. Always export your contacts, conversations, and any custom assets BEFORE canceling.
Can I pause my subscription?
Subscription pause isn't currently a self-serve option, but we work with clients on case-by-case extended payment plans, especially for seasonal businesses. Contact us at [email protected] to discuss your situation.
Where can I send feature requests?
Email [email protected] with the subject "Feature Request" and a brief description of what you'd like to see and the business outcome it would enable. Common requests are reviewed monthly and prioritized based on client demand and platform fit.
Still can't find your answer?
Call (571) 248-9453, email [email protected], or book a call at intellivizz.ai/call.
