Support

Getting started

Three steps, and only the second one happens outside the app.

• Set her up. Open the app, tell her your name and language, and pick who answers your calls. It takes under a minute and there is nothing else to fill in.
• Forward your unanswered calls to the number the app shows you. Choose when unanswered, never always forward, so your own phone still rings first and you can pick up whenever you want to.
• Test it once. Call your own number from another phone and let it ring out. You should get a note within a few seconds of hanging up.

Where the forwarding setting lives

It belongs to your carrier, not to us, so the path differs by phone and network:

• Android: Phone app, then Settings, then Calling accounts, then Call forwarding, then Forward when unanswered.
• iPhone: iOS only exposes always forward, so use the code your carrier gives you, or ask them to set it for you.
• Either: ask your carrier to forward unanswered calls to the number in the app after about 20 seconds.

Two things worth knowing before you call them: voicemail usually has to be switched off first, because it answers before Suzy can, and some carriers charge for forwarded calls.

She did not answer a call

Almost always one of three things:

• Voicemail got there first. Turn voicemail off with your carrier, or shorten it, so the call reaches the forwarding rule instead.
• The forwarding rule is not set, or it was set to always forward and then removed when you noticed your phone had stopped ringing. Set it again as when unanswered.
• You have not agreed to the AI notice yet. Suzy does not answer anything until you do. The app asks once, on the screen that explains what is sent to the AI provider.

No note arrived

The call list in the app is the record, and it is the thing to check first: if the call is there, Suzy worked and only the notification went missing. Turn Suzy's notifications back on in your phone settings, and check that Focus or Do Not Disturb is not holding them.

If the call is not in the list at all, she never received it, so it is a forwarding problem and the section above applies.

The note missed something

Suzy takes a message, so she writes down what the caller chose to tell her. She does not interrogate anyone. If a caller was vague, the note is vague.

Two things she will never do, by design: she does not book, buy, pay or promise anything for you, and she does not confirm anything about you to a caller. If you need her to know that a particular number matters, add that person to your contacts with a note, and she will have it on their next call.

Changing things

• Who answers: Settings. You picked one of the three when you set up, and you can move to another.
• Your name and language: Settings. The name is what she calls you when she passes a message on, and callers are never told it.
• Your timezone: Settings. Worth checking if a note is stamped with a time that looks wrong, because it is guessed from your language at setup.

Stopping her

To stop her answering, remove the call forwarding rule at your carrier. That takes effect immediately and nothing reaches her afterwards.

To delete everything, delete your account in the app. Your calls, notes and contacts go with it, permanently, within 30 days. You can also write to privacy@esek.io and ask us to do it. Details are on the Data Deletion page.

What your callers hear

She says she is an AI phone assistant at the start of every call. She does not give your name or say whose line it is. If a caller asks outright who they are speaking to, she gives her own name, says she is your secretary, and stops there. Calls end automatically after five minutes.

We keep no recording of the call. Only the written transcript, the summary and the message survive it. The privacy page says exactly what is kept and for how long.

Still stuck

Write to info@esek.io with your phone number and roughly when the call happened, and we will look it up.