Aqlon
Documentation

How to run Aqlon
day to day

Everything your team needs to use the portal. Written for receptionists and managers, not engineers.

Getting started

Deployment takes about seven days from the kickoff session. During that week we collect your business information, configure the AI, test it, review it with you, and go live.

What we need from you

  • Your services, prices and opening hours
  • The ten questions customers ask most
  • Access to your WhatsApp Business account
  • Staff numbers for handovers and alerts
  • 30 to 60 minutes for the kickoff session

Your phone number does not change

You keep the number your customers already know. It forwards to Aqlon, and you can stop forwarding it at any time. Nothing about your line is permanent or hard to undo.

What the AI knows

The AI answers from a knowledge base we build with you, your services, hours, location, policies and the questions customers ask most. It does not invent answers. If something is not in the knowledge base, it says a colleague will follow up rather than guessing.

If customers start asking about something new, a service you have added, a change in hours, tell us and we update the knowledge base. This is included in your monthly management, not charged as extra work.

You can read the full knowledge base in the portal under Settings, and edit your hours, contact details and report email yourself.

Your dashboard

Sign in at portal.aqlon.co. The overview opens with what needs attention today, not last month's totals.

  • Today, calls answered, conversations, bookings due, time spent on calls
  • Needs a person, conversations your team took over that are still waiting on a human
  • Next appointments, soonest first, with anything the AI could not schedule flagged rather than hidden
  • Calls, every call with an AI summary. Filter by language, outcome or date, and export to CSV
  • Customers, click anyone to see their calls, messages and bookings together in one timeline
  • Messages and Emails, full conversation threads, where you can reply directly

Every figure that stands for a list is clickable, selecting it opens the records behind it.

Turning the AI on and off

The AI Control Center tab has a switch for each channel, phone, WhatsApp and email. Changes take effect immediately. There is nothing to redeploy and no need to contact us.

What happens when a channel is off

  • Phone, calls forward to your reception number instead
  • WhatsApp, messages are still captured and flagged for your team; the AI simply stays quiet
  • Email, the same. Nothing is lost, the AI just does not reply
Leaving the AI off during staffed hours and on for evenings, weekends and public holidays is a normal way to use it, not a workaround.

Taking over a conversation

When you want to handle someone yourself, open the conversation under Messages and reply. The AI goes quiet for that customer straight away and stays quiet while you are talking to them, it will not answer over the top of you.

It resumes automatically after four hours, or immediately when you press Resume. Staff can also send /pause 97455123456 and /resume 97455123456 from the business WhatsApp, and /status to see who is currently being handled by a person.

Bookings

Every appointment the AI takes appears under Bookings, soonest first, with who it is for and what it is for.

If your calendar is connected, the booking goes straight into it. If not, it is recorded and marked pending staff confirmation so someone on your team confirms it. Nothing is silently dropped either way.

Where the AI could not pin down a date, someone said "sometime next week", the booking still appears, flagged, so you can chase it rather than lose it.

How the AI learns

The AI never invents an answer. When it does not know something it says a colleague will follow up, and that question is recorded under Teach the AI in your portal, with a count of how often it has come up.

It learns from what your team already says

When someone on your team takes a conversation over and replies, that reply is a real answer written by a real person. Rather than asking you to type it again into a form, the AI keeps it against the question that caused the handover. Once your team has given the same answer twice, the AI starts using it.

Nothing here is generated. Every answer the AI learns is a sentence one of your staff wrote and sent to an actual customer.

What it will never learn on its own

Some answers are too costly to get wrong. Anything touching price, insurance, treatment, dosage, refunds or legal terms is never adopted automatically, however many times your team says it. Those wait in your portal until someone presses approve.

You stay in control

  • Approve or edit, anything held back appears in the portal with the wording your team used. Accept it, change it, or write your own.
  • Undo at any time, one click removes a learned answer and the AI stops using it immediately.
  • See where it came from, each learned answer records which staff member gave it and when.
  • Ask again and it reopens, if a customer asks something the stored answer did not cover, the question comes back to your list rather than being treated as solved.

The practical effect: the AI gets better at your business every week, without anyone setting aside time to train it. What your reception already knows gradually becomes what the AI knows.

Staff logins

Each person gets their own login. Ask us to create one and we send a username and a one-time access code. They sign in with that code once and choose their own password.

We never see that password. If someone forgets it we issue a fresh one-time code, we cannot look the old one up, because we only ever store a one-way hash of it. Each login sees your business and nothing else.

Getting help

Email contact@aqlon.co. We respond within two business days, Sunday to Thursday, 9am to 6pm Qatar time. Anything that stops a channel working entirely is treated as urgent and answered within four working hours.

On the 1st of each month you receive a performance report by email: conversation volume, bookings, language split, busiest hours and what customers asked about most.