SJM Knowledge Base

The standard Service Level Agreement (SLA) is 72 Hours.

• Day 1: Data Collection. We need the "Knowledge Base Form" filled out by the client (Services, Prices, Hours).
• Day 2: Prompt Engineering. We upload the data to the SJM Engine and configure the "Tone of Voice".
• Day 3: Stress Testing. Our internal team calls the AI to try and break it. Once it passes 95% accuracy, we hand it over.

We use OAuth 2.0. Do not ask for their password.

1. Send the client the "SJM Onboarding Link" (generated in your dashboard).

2. They click "Connect with Google".

3. They must tick the box for "See, edit, share, and permanently delete all the calendars you can access using Google Calendar."

No, but they need to set up Call Forwarding.

We provide them with a "Shadow Number" (e.g., a local Twilio number). They simply ask their carrier (STC, Zain, Vodafone) to forward calls to our number when:

• Line is busy
• No answer after 3 rings
• After hours (5 PM - 9 AM)

Current latency is approximately 600ms to 800ms.

This is comparable to a human taking a breath before speaking. If a client complains about delay, check if their forwarding carrier is adding extra latency. We use Vapi.ai enterprise nodes for maximum speed.

The engine listens to the first 3 seconds of user audio.

• If user says "Hello" -> Mode: English.
• If user says "Marhaba" or "Salam" -> Mode: Arabic (Gulf Dialect Default).
• If user says "Hola" -> Mode: Spanish.

The AI can switch mid-conversation if the user changes language, though this takes ~1 second to recalibrate.

We monitor specific keywords and tone pitch.

Keywords: "Manager", "Complain", "Stupid", "Report you", "Urgent".

Action: If the "Anger Score" hits 8/10, the call is flagged. The transcript is immediately SMS'd to the business owner's emergency contact number.

Clients often ask why they pay a retainer. Explain it this way:

1. Server Costs: We pay per minute for the Voice API (Twilio/LLM costs).
2. Active Management: We don't just "set and forget." We review their logs twice a month.
3. Updates: If they change their prices or staff, we update the AI brain for free.

We operate on a 30-day rolling contract.

The Setup Fee ($1,500) is non-refundable as it covers the engineering hours used to build the system. The monthly retainer can be cancelled with 30 days' notice.