FAQ

Which languages does the assistant speak?

Only Turkish today. International numbers can be used on the phone line with global SIP providers, but the conversation language is Turkish.

Can I use my own phone number?

Yes. The assistant works over your SIP line: NetGSM, Verimor, Sonitel, Bulutfon, Twilio, Telnyx, Vonage, Plivo, Sinch, Bandwidth or a generic SIP PBX. You map your number to an assistant; a newly added number goes live once it is verified as yours. Number mapping →

How does the assistant recognise the customer?

It matches the caller’s number against a company-specific hash of the last 10 digits of the phone on your orders. Unverified callers get no order information. Order lookup →

My store platform isn’t listed. What do I do?

If you have a product XML or CSV, use a data feed; your developer can send orders through the Data API. Other / custom software →

Can the assistant transfer to an agent?

Yes; you set targets, topic rules and working hours under Settings → Transfers. If the transfer doesn’t happen, the customer is called back automatically. Transfers →

Does the assistant make commercial calls? What about İYS?

It can call for commercial purposes; for these, the customer’s CALL consent is checked right before each call by default, and there is no call without consent. Zitena asks the consent provider your company configures: your İYS integrator or your own HTTP endpoint. Zitena does not connect to iys.org.tr directly. İYS and pre-checks →

What if a customer says “don’t call me”?

The number goes on the do-not-call list and is never called again for any purpose. On calls that need the İYS check, a RET is reported to your consent provider if it supports this (e.g. a Refusal URL is set).

The assistant mispronounces a word.

Add it to the dictionary in the Pronunciation tab; the studio voices candidate pronunciations, you pick the right one and publish. If a word the customer says is misunderstood, it belongs in keyterms. Pronunciation dictionary →

Can I change the assistant’s instructions from the console?

Partly. Admins edit the greeting sentence, store policies, extra instructions, maximum call length and interruptions in Assistants → assistant → Settings, and, if your plan includes it, choose the voice in the Voice tab. Changes are saved as a draft and become a new version when published. You can roll back to an earlier version in the Versions tab. Our setup team changes the assistant’s core instructions, tools and AI model. You also manage the pronunciation dictionary, ready phrases, purposes, transfers, outbound calling settings and integrations yourself. Prompt and policies →

Are calls recorded?

The transcript, events and summary are kept for every call. Audio recording depends on the assistant setting and is off by default. You set how long they are kept in Settings → Data retention. Privacy and retention →

I get 404 from the API but the endpoint is documented.

The feature may be off in your plan: endpoints of a feature that is off return 404 not_found. Authentication → Plan features

What happens if I send the same request twice?

If you sent an Idempotency-Key, the second request returns the first response (Idempotent-Replayed: true); for outbound call requests the key is required, so the customer is never called twice. Idempotency →

Can the same webhook arrive twice?

Yes, delivery is “at least once”. Store the X-Zitena-Delivery id and skip repeats. Webhooks →