Zenith FAQ
The questions people ask before the first call.
Collected from every Zenith page, grouped by the part of the conversation they are about. Each answer links to the page that covers it in full.
01
About Zenith
Do I need new phone numbers?
No. Keep your numbers and your carrier. You forward calls to Zenith, either always or only when you can't answer, and you can publish separate Zenith numbers for your Google profile, your website or an ad so you know where each caller came from.
Can my team still answer calls?
Yes. Forward only the calls you miss, or let Zenith answer first and send the ones that need a person straight to them, with the caller's history already on screen. Anyone on your team can take over a conversation at any time, and the agent steps back.
What does Zenith do on its own?
It answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, under limits you set.
Where does the caller's history come from?
From the systems you already run: your POS, reservation book, practice system, field-service software, CRM or ERP. Zenith reads them for each conversation and keeps one thread per person across calls, texts, chat, email and reviews.
Does the agent say it is an AI?
Yes. It says so at the start of every call and thread, and on recorded calls the recording notice plays first.
Is this a chatbot I have to build?
No. Zenith ships with a Front desk and agents for leads, scheduling, customer care, reviews and win-back. Ferrata configures them to your menu, policies and rules, and you can add your own agents by picking options. Nothing is built by chatting with it.
02
Calls
What is an AI receptionist?
An AI receptionist answers a business's phone calls with a voice assistant that can hold a conversation, answer common questions, book appointments and transfer callers. Zenith's version also matches the caller against your own records, so it knows a regular from a new lead before it answers.
What is call routing?
Call routing decides where an incoming call goes: which person, department, location or automated agent takes it. Zenith routes on four things in a fixed order: the number dialed, the time, who is calling and why they are calling.
What is missed-call text-back?
Missed-call text-back sends an automatic text to someone whose call was not answered, so they can continue by text instead of calling another business. In Zenith, the reply is answered by an agent that can book, answer questions or arrange a callback.
What is a CRM screen pop?
A screen pop shows a caller's record on screen as the call arrives, so the person answering does not have to look them up. Zenith's version pulls from the systems you already run, such as a POS, practice system, field-service tool, CRM or ERP, and shows it to agents and people alike.
What are AI agents for customer service?
They are software agents that hold conversations with customers and do the work those conversations call for: answering questions, booking, changing orders or routing to a person. In Zenith, each agent has one job, its own narrow context and only the tools that job needs.
03
Leads, texts and chat
What is lead response?
Lead response is how a business replies to a new inquiry: who answers, on which channel, with which questions, and what happens next. Zenith replies on the channel the lead used, qualifies them with your questions and books the next step.
What is a shared inbox?
A shared inbox lets a team see and answer customer messages in one place instead of in individual phones and email accounts. Zenith's is organized by person, so calls, texts, chats, email and reviews from one customer sit on one thread.
What is business texting?
Business texting is two-way text messaging between a business and its customers from a business number rather than a staff member's phone. In Zenith, texts land on each person's thread and are answered by agents or by your team.
What is a website chat widget?
A website chat widget is a small chat window on a business's site where visitors can ask questions. Zenith's answers from your own information, books into your calendar or system, and continues the conversation by text after the visitor leaves.
04
Scheduling, reviews and win-back
What is AI appointment scheduling?
AI appointment scheduling lets customers book by call, text or chat with an agent that finds a time, books it into the business's system and confirms it while your team gets on with the day. Zenith books into the calendar or system you already run.
What is reservation management?
Reservation management is how a restaurant takes, changes and keeps track of table bookings. Zenith handles reservation calls, texts and chats, and makes every change in your reservation system rather than keeping a separate book.
What is customer reactivation?
Customer reactivation is reaching out to customers who have stopped buying or visiting, to bring them back. Zenith finds them in your own records each night and drafts a message for each one for you to approve.
What is review management?
Review management is asking customers for reviews, watching what they post, and replying. Zenith does all three from your own visit and order records, and keeps low reviews for a person to answer.
05
Industries
Can Zenith take a takeout order over the phone?
Zenith answers questions about the menu and an order's status, and texts the caller your online ordering link when they want to order. Whether it places orders itself is set up with you, against your POS and your kitchen's process, rather than assumed.
Is Zenith HIPAA compliant?
We do not describe Zenith with that label. What we do is concrete: patient details are not sent by text, appointment details are shared only after the caller is verified, and dental workspaces are set up under a business associate agreement before a practice goes live.
Will Zenith quote prices on the phone?
Only the prices you tell it to quote, such as a diagnostic fee or a tune-up price. Anything that needs a technician's eyes is booked as a visit rather than guessed at.
Will Zenith give medical or treatment advice?
No. It answers from your service menu, prices and policies, and sends anything clinical, such as a reaction, aftercare or whether a treatment suits someone, to a provider.
Which commerce and POS systems does Zenith read?
Zenith works with the commerce platform and point of sale your stores run, read for orders, pickups and customers. Each connection is set up for your company and checked against your own orders before it answers a customer.
Can Zenith take an order over the phone?
It can take an addition or a change and pass it to your order desk with every line. Writing orders straight into the ERP is something you can turn on once the mapping has been checked, and it respects the cutoffs you set.
Will Zenith give a price for a job?
No. It qualifies the project and books the visit. Pricing comes from your estimator.
Will Zenith quote prices or lead times?
It reads the ship date already on an order. A new price or a new lead time is a commitment, so quote requests go to your rep with every detail the buyer gave.
Which systems does Zenith read shipment status from?
Your transportation or warehouse system for shipments and appointments, and your ERP for customers and invoices. Each connection is set up for your company and checked against your own shipments before calls go live.
Will Zenith ever give financial advice?
No. It is configured to route questions about investments, coverage, credit and eligibility to a licensed person, and that rule is not a setting a user can turn off.
06
Your systems
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Is the connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Related in Zenith
From Ferrata Labs
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- How it worksAssess, Anchor, a first agent live in under 90 days, then your team.
- Human in the loopWhy every consequential action waits at an approval gate.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Still have a question? Ask it on a call.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.