Frequently Asked Questions
Last updated: July 4, 2025
Axis has three main parts: Axis AI Business / Automation Audit, Axis EHR (local-only), and Axis Voice & SMS AI with optional Axis-managed automations. EHR data lives on your device. The AI receptionist uses your Google Sheets, Google Calendar, and Gmail—we connect everything else (e.g., Twilio for phone/SMS and any approved voice/LLM vendor). For managed automations, some workflows can run on infrastructure we operate as your service provider. Human oversight and conservative safety defaults are built in. None of these services are a substitute for medical, legal, financial, or compliance advice.
What is the AI Business / Automation Audit?
It's a focused strategy and operations session where we map your current workflows, tools, and "max pain" admin work. We look at how your days actually run, identify repetitive and rules-based tasks, and propose automations that can safely be handled by software. You receive a written summary, a simple systems diagram, and a short list of recommended automations ranked by impact and complexity. The audit does not provide medical, legal, clinical, or billing advice—it's about workflows and tools, not professional judgements or regulatory determinations.
What happens to my data during the audit?
We generally work from the tools and examples you choose to show us (for example, screenshots, sample forms, or anonymized logs). We do not need full database exports or raw medical records to design safe automations. When possible, we encourage you to redact or anonymize sensitive information during screen-sharing. Any notes we keep are high-level descriptions of your workflows and systems, not copies of your underlying records, and we don't use your business notes to train general-purpose public AI models.
What if Axis hosts automations for me (for example, in n8n)?
Some customers choose to have us host certain automation workflows on Axis-controlled infrastructure (such as n8n). In those cases, Axis acts as a service provider or data processor for the data that passes through those workflows. The automations may read, transform, and write data between your systems (for example, Google Workspace, Twilio, CRMs, or forms) according to the use cases you approve. We may store execution logs and error traces for reliability and troubleshooting, but we do not sell this data or intentionally use it to train general-purpose AI models.
You remain the owner/controller of your underlying business data and connected SaaS accounts. You can revoke API keys or OAuth tokens at any time. Unless we have a separate written agreement (such as a Business Associate Agreement) that explicitly covers PHI or other highly regulated data, you should not route that type of data through Axis-managed automations.
How does Axis keep my data private and compliant?
Axis EHR stores records locally using IndexedDB/Dexie. We never receive, store, or transmit your records. You are the sole custodian—no Axis servers and no automatic cloud sync by default. Keeping ePHI on your own devices can reduce exposure to third parties, but it does not, by itself, guarantee HIPAA compliance or any other regulatory compliance. You are responsible for meeting all applicable legal, regulatory, and professional obligations in your practice.
How do backups work?
Export your database on a schedule (weekly/monthly) and store it securely (encrypted drive or practice vault). You are 100% responsible for backups. If a device is lost or fails without a backup, data is unrecoverable and we cannot restore it for you.
Devices & offline mode?
Axis is a PWA that works on modern browsers. It's offline-first, so you can view/add/edit records without internet. Each device keeps its own copy; cross-device use requires manual sync per our guide. It's your responsibility to control which staff/devices have access and to keep those devices physically and digitally secure.
What do you integrate with for the AI receptionist?
We use your Google Sheets (services, pricing, FAQs, intake fields), Google Calendar (live availability, booking, rescheduling), and Gmail (optional notifications). We connect Twilio for phone/SMS and any approved voice/LLM vendor (for example, Retell, OpenAI, Gemini) under your account or as a managed integration. OAuth and API keys are least-privilege, and you can revoke access anytime.
- We provision a new number (your area code when available) and can route calls to your main line where appropriate.
- We design flows to minimize the amount of sensitive information that ever reaches third-party AI providers. For regulated or clinical environments, we bias toward more human review, simpler intents, and tighter guardrails.
How long does carrier registration take?
Twilio A2P 10DLC or Toll-Free verification typically takes 3 days to 3 weeks. We prepare filings (legal name, EIN, address / website, contact, sample messages, STOP/HELP keywords, consent flow). Final timelines and approvals are controlled by carriers and cannot be guaranteed.
Do you handle consent, opt-out, and quiet hours?
Yes. We configure opt-in (web form / checkout consent), standard STOP/HELP handling, and quiet hours. You are the sender of record and must only message contacts who have provided valid consent. High-risk topics (for example, SHAFT categories) are blocked or heavily restricted by carriers and should not be used with our tools.
Do you connect to Facebook or Instagram? How is that data used?
For some customers, we connect to Meta platforms (Facebook and Instagram) to receive leads, form submissions, or basic campaign performance data. We use that data only to deliver the services you request—for example, sending new leads into your CRM or Google Sheet, triggering follow-up emails or texts you approve, or generating simple reports so you can see which campaigns are producing booked appointments.
We do not sell Meta data or use it to build profiles for other clients. Meta data is processed only on behalf of the business account that owns it, and you can disconnect access at any time in your Meta settings and in our product.
Are calls recorded or transcribed?
Disabled by default. If you enable recordings/transcripts, you must follow one-party/two-party consent laws in your state, inform callers, and set retention in your provider account. We'll wire the toggles; you control the policy, disclosures, and legal obligations.
Do you guarantee message delivery or AI accuracy?
Carrier filtering and vendor availability are outside anyone's control, so delivery can't be guaranteed. AI outputs are probabilistic and may be inaccurate—keep humans in the loop for anything clinical, legal, financial, or high-risk. The receptionist can help with scheduling and basic questions, but it is not a doctor, lawyer, or billing specialist and should not be treated as such. You are responsible for reviewing and supervising how AI is used in your business.
Can the AI handle emergencies?
No. The system cannot route or process emergency calls/messages (for example, 911 or equivalent). You must publish and provide alternate emergency contact methods and signage for your practice, and make sure staff know how to handle emergencies directly without relying on AI or automations.
Onboarding steps & timeline?
Most technical setup (connecting Google tools) is same-day. SMS availability depends on carrier approval (3 days–3 weeks). We're based in the Rio Grande Valley (RGV) and support U.S. customers remotely via Zoom, email, and phone. For managed automations, we'll specify the environment (your accounts vs. Axis-hosted), logging approach, and expected go-live stages in your proposal or statement of work.
- Provide: legal business name, EIN/Tax ID, address, website/online presence, primary contact.
- We supply a Sheet template (services, pricing, FAQs, intake), wire Calendar, and configure Twilio / other approved providers.
Who owns the phone numbers and data?
You do. We prefer provisioning inside your Twilio account so you retain numbers, logs, and configuration. If we host initially or run managed automations in our environment, we can transfer numbers and relevant configuration on request (carrier or migration fees may apply). You can also revoke Axis access at any time by changing keys and OAuth in your own accounts.
What support is included?
Business-hours (CT) support via email and phone. Most tickets receive same-day responses; urgent issues are prioritized. We communicate known carrier/vendor incidents as we learn of them, and we monitor Axis-managed automations for reliability where we host them. Support does not include legal, regulatory, or clinical advice.
License, billing, and refunds?
Axis EHR is a licensed software product that runs locally on your devices. Axis AI Business / Automation Audits are one-time consulting engagements. Voice & SMS AI and any Axis-managed automations are subscription services. Exact pricing, terms, and billing frequency are described on the site, in your proposal, and in our Terms of Service. In general, software and consulting fees are non-refundable once delivered, and you remain responsible for any carrier or third-party provider fees associated with your usage. Nothing in this FAQ overrides the Terms of Service; if there is a conflict, the Terms of Service control.
Still have questions?
We'll help you choose the safest configuration for your practice, including when to keep everything local, when (and when not) to use AI, and where human review is mandatory. We also walk you through consent, A2P filings, and quiet hours, and we'll tell you when something is not a good fit for automation.
