Frequently asked questions

The assistant#

Can the assistant confirm a booking on its own?
No, never. It creates a request with the status “Requested” and alerts the team. Only an identified member (in the application, or with the “Approve” button on WhatsApp) can confirm. The system refuses any other confirmation (chapter 4).

Will my clients know they are talking to an assistant?
The assistant writes in the first person, under the first name you choose, and does not present itself as a robot. But if a client asks plainly, it replies that it is the concierge's assistant, a program, and that the concierge reads everything. This is a legal obligation, which cannot be turned off (chapter 2).

Why does the assistant say “I'll look into it” instead of giving an answer?
Because it only knows what is written in the catalogue and in your properties' records. An availability, a service that is not listed, a cancellation condition, a code: it does not make it up, it asks the team. For it to answer on its own more often, enrich the descriptions and attributes of your services (chapter 8) and the details of your properties: bedrooms, capacity, amenities, description (chapter 10).

Does the assistant know my clients' allergies?
Yes. It reads the “Allergies” field of the client record as an absolute constraint, and every booking request it sends you repeats it. It also reads children and pets, never the payment method (chapter 7).

Can the assistant send a payment link?
Yes, but only a link the team has prepared and has allowed it to send (“The assistant may send it”), and only when the client asks how to pay or asks for their link again. The same goes for sending again a quote that has already been sent. It never writes an amount or an IBAN itself (chapter 2).

Can I write the assistant's instructions myself?
No. You choose its business, its tone, formal or informal address and the length of its replies from fixed options. It is clearer, and no free text can slip into its instructions (chapter 2, section 2.10).

Why does the assistant never use emoji?
It is a house rule: a luxury concierge writes sentences, not pictograms. Even if the client uses them.

Which languages does it speak?
French, English, Spanish, Dutch, Russian, German, Italian, Portuguese, Arabic and Chinese (Mandarin). It follows the client's language with each message. The application itself is available in French, English and Spanish.

What does the assistant do at night?
It replies, with longer delays (like a human who is awake), and gives an honest timeframe for anything that needs the team (“I'll get back to you tomorrow morning”). Emergencies go out straight away and alert the managers. Everyone can set quiet hours so as to receive nothing that is not urgent (chapter 13).

How do I stop the assistant from replying to my regular clients?
Settings › Assistant › New clients only: the people known when WhatsApp was connected stay in your hands. You can also pause the assistant on a specific conversation.

The assistant paused by itself. Why?
There are several possible reasons: you (or a colleague) wrote to the client, from the application or from WhatsApp Business; the client was angry; the month's messages have run out; the account is suspended; the assistant is switched off in the settings. A conversation pause lifts by itself after six hours, or with Turn the assistant back on. During the pause, no automatic reminder, follow-up or chaser goes to that client.

I want to correct a held reply before it goes out. Is that possible?
Yes: in the thread, Edit, make your corrections, then Send edited version. It goes out as your message, and the assistant stays active on the conversation (chapter 4, section 4.4).

WhatsApp#

Can I keep WhatsApp Business on my phone?
Yes, if you connect your number by choosing “I already use WhatsApp Business on my phone”. You keep writing from the phone, and six months of history arrive in Vetexis. When you write to a client yourself, the assistant pauses on that conversation.

A client did not receive my reply. Why?
Probably WhatsApp's 24-hour rule: if they have not written to you for more than 24 hours, your reply goes out as a template message (“I have an answer for you”) and the real message waits until they tap the button or write. The thread shows it: “Waiting: will be sent as soon as the client replies.” If the template has not yet been approved by Meta, the message waits too (chapter 1, section 1.6).

Can I have several numbers?
Yes, depending on the plan (1, 2 or 3) and with the “Extra WhatsApp number” add-on. A single inbox brings them together; each client receives replies from the number they wrote to.

How do I receive requests to approve on my WhatsApp?
Save your number in Settings › Profile and check Settings › Notifications. Management chooses who receives requests in Settings › Team.

Can I be alerted on my phone when the application is closed?
Yes. On the phone, open Settings › Notifications, This device section, and click Enable. On iPhone, you need iOS 16.4 or later and must first add Vetexis to the Home Screen (Share, then “Add to Home Screen”) (chapter 13, section 13.3).

Can I send a photo or a PDF to a client from the inbox?
Yes: the “+” button › Attach a photo or file, or drag the file onto the conversation, or paste an image. Photos, MP4 videos, PDF, Word and Excel files are accepted, within WhatsApp's limits (chapter 3).

The team#

All my seats are taken. How do I add someone?
The owner can add the “Extra full account” add-on (€25 a month) or the “Extra field account” add-on (€5 a month), or move to a bigger plan. Someone who only does assignments can be invited with a field account (chapter 12).

What do my cleaning teams and drivers see?
With a field account: their assignments, directions, the client's first name and a button to call them, their calendar, and the access codes on the days of the assignment. Never prices, the inbox, or the list of clients or suppliers.

Do my suppliers have to pay or create an account?
No. They never take up a seat on your plan. With Pro and Network, they have a personal space, opened through a link without a password (chapter 9).

Why is a conversation marked as read when I have not opened it?
The inbox is a shared mailbox: when a colleague opens a conversation, it is read for the whole team. Under the last message, a discreet line says who read it and when (“Read by Sofia at 14:32”).

Money#

Does a paid deposit confirm the booking?
No. It is shown on the booking, but confirmation remains a step taken by the team, when everything is ready.

How do I send an invoice to my client?
From the issued invoice, Send by email: the PDF goes to the address on the client record, in your concierge service's name. You can also create a payment link for the balance due and send it by WhatsApp, or download the PDF (chapter 11).

Are my catalogue prices excluding or including VAT?
By default, excluding VAT: on an invoice, the default VAT is added to a booking's price. If you quote your prices including VAT to your clients, turn on Settings › Invoices and quotes › My prices include VAT: the invoice then works out the amount excluding VAT and the VAT, and its total stays the price you quoted.

Can I ask for a different deposit depending on the service?
Yes: Deposit requested (%) in the service's record (50% for a villa, for example). With no value, the default deposit in the settings applies (chapter 8).

Where does the money my clients pay online go?
Straight into your concierge service's Stripe account, in your name. Vetexis does not touch it and takes no commission by default.

Can I correct an issued invoice?
No, it is locked. Cancel it with a reason (after refunding any payments): a numbered credit note is created immediately. Then issue a new, correct invoice (chapter 11, section 11.3).

Can the owners of my villas receive a report every month?
Yes, with Pro and Network: on the property's record, tick Send the owner the report every month (the owner's email is required). On the 1st of the month, the report for the past month goes to them by itself, without your margin or your clients' names.

The subscription#

Is there a free trial?
No. The public demo lets you try it out (chapter 16); the first period is paid at sign-up.

What happens if I reach my messages for the month?
The assistant pauses and messages wait for the team, until a pack is bought or the next month begins. Automatic top-up, if you turn it on, adds a pack by itself, within a monthly cap (chapter 14).

What happens if I do not pay my Vetexis invoice?
Seven days after the due date (or after the first declined card charge), the account is suspended: assistant stopped, application read-only. Everything reopens automatically as soon as payment is made.

How do I cancel?
Settings › Plan and invoices, Danger zone, Cancel the subscription. It takes effect at the end of the paid period, and you can resume until then.

Data#

Is my data erased if I stop?
No. Nothing is erased automatically: not on cancellation, not when the concierge service is closed. The application remains available to read and the full export available; a new subscription reopens the concierge service as it was (chapter 15).

How do I get all my data back?
Settings › Privacy › Export all data: an archive of CSV files with the PDFs of your invoices, on every plan.

A client asks for their data to be erased. What should I do?
Client record › “…” › Erase this client (owner or manager). Their issued invoices and their bookings remain, anonymised, as an accounting obligation (chapter 7, section 7.10).

Who can see my villas' access codes?
The owner, managers and concierges, on request, for 60 seconds; field accounts, only on the days of their assignment. Each read is recorded. The assistant does not know them.

I have lost the phone that holds my two-factor authentication.
Sign in with one of your recovery codes, close the lost phone's session in Security › Open sessions, then turn two-factor authentication on again on the new phone.

Day to day#

If I confirm a booking from its record, is the client told?
Yes. Confirm, Decline and Offer to the client count as an answer to the assistant's question: it lets the client know in their language, and the related questions are closed. The confirmation window says in advance whether the message will go out, will wait, or cannot go out (assistant paused, client without WhatsApp). Cancel booking, on the other hand, does not tell the client (chapter 5, section 5.4).

A request has become “Expired”. Why?
It was still “Requested” or “Awaiting client” at its start time: without a decision, Vetexis files it by itself. It can be found in the Cancelled tab, and Reopen request puts it back into play.

Can we work without a connection?
The day's assignments stay readable on the phone without a connection. Actions (start, finish) need a connection: they are not replayed later behind the scenes.

My iPhone does not show an updated assignment straight away.
It is the phone's calendar that decides when it reads the link again: about an hour on iPhone, up to 24 hours on Google Calendar. Notifications, on the other hand, are immediate.

How do I quickly find a booking or a client?
The search at the top of the screen (the “/” key), with filters: client:Laurent, booking:#47, status:confirmed, date:12/03/2026.

How do I contact support?
The Help menu (the question mark at the top): Help centre, Email support (“Priority support” with Pro and Network).