FAQ
Answers to the most common questions about AICA.
Getting Started
How do I sign up?
You can get started in two ways:
- From Bitrix24 — Install the AICA app from the Bitrix24 marketplace. Your account is created automatically.
- Contact sales — Reach out to our team at grow2.ai for a demo and account setup.
What CRM systems are supported?
AICA currently integrates with Bitrix24. Support for additional CRM platforms is on the roadmap.
Can I use AICA without a CRM?
Yes. While CRM integration enables automatic call processing, you can also upload audio files manually. Go to your project and click Upload to add recordings.
How many users can I add to my organization?
There is no hard limit on users. You can invite as many admins, supervisors, and agents as your team needs.
Calls & Analysis
What audio formats are supported?
AICA supports MP3, WAV, OGG, and WebM formats. For best transcription quality, use recordings with a sample rate of 16 kHz or higher.
How long does analysis take?
Most calls are fully processed in 1-3 minutes, depending on call length. Longer calls (30+ minutes) may take slightly more time.
Can I re-analyze a call?
Yes. Open the record and click Re-analyze. You can apply a different prompt profile to get a fresh evaluation with different criteria.
What languages are supported for transcription?
AICA supports transcription in multiple languages, including:
- English
- Russian
- Spanish
- Ukrainian
- And many more
AICA detects the spoken language automatically. You don't need to configure the language for each call.
How accurate is the transcription?
Transcription accuracy is typically 95% or higher with professional-quality audio. Factors that can affect accuracy include:
- Background noise
- Low microphone quality
- Multiple speakers talking simultaneously
- Heavy accents or very fast speech
Use a good headset microphone and minimize background noise for the best results.
What does the quality score (0-100) mean?
The quality score is an overall rating of the call based on your prompt profile criteria. The scale is:
| Score | Rating |
|---|---|
| 80-100 | Excellent |
| 60-79 | Good |
| 40-59 | Needs improvement |
| 0-39 | Poor |
The exact scoring depends on your prompt profile configuration — you control what matters and how it's weighted.
Billing & Pricing
How is usage calculated?
Usage is calculated based on minutes of audio processed. Each call that enters the pipeline counts toward your usage, measured by its audio duration.
What happens when I reach my budget limit?
When your organization hits its configured budget limit:
- New call processing is paused automatically
- The organization admin receives a notification
- Already-completed analyses remain accessible
- Processing resumes once the budget is increased or the next billing period begins
Set a comfortable budget limit with some headroom. You can adjust it anytime under Settings > Billing.
Security & Privacy
Where is my data stored?
Your data is stored on Cloudflare's global network with encryption at rest and in transit. Data is processed in the region closest to your location for optimal performance.
Is my data used to train AI?
No, never. Your call recordings, transcripts, and analysis results are never used for AI model training. Your data belongs to you.
Can I delete call recordings?
Yes. You can delete individual records or request a full data removal for your organization. Deletion is permanent and includes the audio file, transcript, and all analysis results.
Is AICA GDPR compliant?
AICA is designed with privacy in mind and is working toward full GDPR compliance. Key measures already in place include:
- Data encryption at rest and in transit
- Role-based access control
- Data deletion capabilities
- No data sharing with third parties
See our privacy policy for full details.
Who can access my organization's data?
Only users who have been explicitly invited to your organization can access its data. Access is further restricted by role:
- Agents see only their own calls
- Supervisors see calls within their assigned projects
- Admins see everything within the organization
No other AICA customers can see your data.
Troubleshooting
A call is not appearing in AICA
If a call from your CRM doesn't show up in AICA:
- Check the CRM connection — Go to Settings > Integrations and verify the status shows Connected
- Verify project assignment — Make sure the agent who made the call is assigned to a project
- Check the webhook — In Bitrix24, verify the AICA webhook is active and hasn't been disabled
- Wait a moment — Calls may take up to a minute to appear after the recording is ready in your CRM
If the connection shows as active and the agent is in a project, contact support with the call date/time and agent name so we can investigate.
Analysis shows "Failed" status
An analysis can fail for several reasons:
- Poor audio quality — Very noisy or distorted recordings can't be reliably transcribed
- Unsupported format — Make sure the file is MP3, WAV, OGG, or WebM
- Very short recording — Calls under a few seconds may not have enough content to analyze
- Empty audio — The recording contains silence or no detectable speech
To retry: open the record and click Re-analyze. If the issue persists, the audio file itself may need attention.
I can't access a project
Project access is managed by your organization's admin. If you can't see a project:
- Ask your admin to assign you to the project
- Verify your role — Agents can only see projects they're assigned to
- Check if the project is active — Archived projects may not appear in the default view
Dashboard shows no data
If your dashboard appears empty:
- Check the date range — Make sure you're looking at a period that includes processed calls
- Select the right project — Dashboard data is filtered by project
- Wait for processing — New calls take 1-3 minutes to appear in dashboards after analysis completes