Frequently Asked Questions for Clients

Setup & Security

What is worksharing?
Worksharing = sharing your business processes with Invisible to help streamline manual processes into digital steps. You share the processes, we execute. You keep your strategies unique to your business, and we help run them according to the way you want to do business
What is a digital assembly line?
The digitial assembly line is a virtual process factory; where by repeating the same types of processes, we are able to create efficiencies and add in automation to certain steps of the process
What are Invisible's pricing plans?
For more information about our pricing plans, you can visit the pricing page on our website: https://inv.tech/pricing
How do I sign up for Invisible?
Once you fill out the form, you will be assigned a sales person who can help walk you through the best plan for your needs and send you an onboarding link to help get you signed up and have you create your assistant name and delegate your first process through your Client Portal
Is there anything else I should know about getting set up with Invisible?
After you are onboarded, everything you need will have been sent to you in a detailed introduction guide when you first signed up. Make sure to read the sections on 1) how to set up your credentials, 2) how to delegate via the client portal and your assistant, 3) the standard set of processes that we offer. If you don’t have this, please reach out to your Account Director.
What security measures does Invisible have in place to protect my company's privacy and security?
At Invisible, we are SOC2 Compliant and certified, we also use software called Teramind to record all work being done by our agents, require that every operator has AWS installed on their computers, have NDA's signed by all person(s) who operate on work at Invisible, and use LastPass to ensure the safety of credentials being transferred. You can view our security policy here.
How does sharing credentials through LastPass work?
LastPass is a free password sharing software that allows you to share passwords with us without providing us any visibility; this means that if you change the password to one of your systems without re-sharing access, we will be locked out. For more information about how to share LastPass Credentials - please see video here. Credentials are limited to only the team who is doing the work behind your assistant.
When can I expect automations to be involved in my process?
Automations will come into play after we have scaled up a recurring process and had success with it manually along with making the determination that the process is repetitive/streamlined enough to quality for automation

Pricing & Quality

How does pricing for Invisible work after sign up?
We start out client processes on hourly pricing, and then either retain that hourly pricing, or move to unit-based (result-based pricing) depending on whether the process that we are running is recurring or one-off. More detail and a visual on how this works is below. Per-hour: We use the per hour cost for one-time delegations (that do not qualify for unit cost), for smaller delegations, and/or for any other delegations that do not have a defined unit cost. Unit cost: We use the unit cost for large, recurring delegations and/or delegations where we can align on the output with you such as Lead Generation and Scheduling, where you are only charged for the output instead of the time it takes for the output to be completed
How does the subscription model work?
In terms of your subscription, your monthly, quarterly, or annual subscription amount will be charged at either the per-hour rate (i.e., deducting balance based on hours worked), or on the per-unit rate (i.e., deducting balance based on number of units submitted for processing). If you go over the subscription amount in a given month, you will be automatically charged for any overage used.
When will I know the price of a requested delegation?
Every delegation goes through a scoping process where the cost of the delegation is determined depending on the specific requests and context of that particular process; this can take anywhere from 24-48 hours after the delegation is received
Are there benefits of signing up for a longer term contract instead of a monthly subscription?
Yes, there is a longer credit roll over period, along with a lower process rate, and additional savings for the longer term contracts. For more details, please reach out to your dedicated sales associate or your Account Director.
How does Invisible ensure great quality of results?
We believe excellent input provides excellent output; so we take your process through our digital assembly line where first it is scoped to clarify and confirm instructions, execute the process, and then send it through our quality check process prior to it getting returned to you. You can also help us by providing clear, thorough instructions and engaging as soon as possible on requested questions as that will ultimately help create better quality results for you
What happens if there is a mistake on one of my processes?
You can see our quality policy: https://docs.google.com/document/d/1ZL1nrjfz3jKj9hqKPOAHFRMpkTft0119mc0d4b0m8QM/edit for more details here
Can I cancel my subscription at anytime?
Yes, you can cancel your subscription at anytime; however, it needs to be at least 3-days from your next billing date to avoid being charged for the next cycle. Please note that no matter when you cancel; any work done remains your responsibility and refunds are not provided due to cancellation.
How do I cancel?
You can cancel your subscription by visiting your Client Portal and submitting cancel and/or by sending the request to your Account Director
Am I able to request a refund?
Please see our refund policy for more details here.
What if I use over the subscription amount I signed up for?
If you use over the amount of the subscription that you signed up for in any given month, any overage will be automatically charged to the card/account you have on file by the end of that month
How do Invisible Renewals work?
All Invisible Renewals are automatic and will be automatically renewed on the contract cycle that you are on; if you have further questions about an Invisible renewal, please reach out to your Account Director
Can I see what other clients are saying about Invisible?
Yes, you can see Client Testimonials by visiting the outcomes page on our website: https://inv.tech/outcomes-testimonials

My Invisible Account

How do I log in to my client portal?
Visit the portal.inv.tech link and sign in with the email address that you used to sign up with
How can I view my usage and account balance?
You can view your usage trend and account balance by visiting the Client Portal (portal.inv.tech)
Can I pull detailed reports for to see my usage/billing breakdowns?
Yes, you can export the files on your Client Portal into a CSV file that will show you the information you are looking for
If I have changes, revisions or feedback on a task where should I provide that? Can I do that through Portal?
At this time, you cannot respond via Portal, but you can communicate with your assistant within the same email thread that the process is being delivered or discussed in. All feedback, revisions and process specific questions should be communicated with your assistant. Communicating directly with your assistant will yield faster results than sending to your AD, because your requests via your assistant will go directly into our work queue.
What if I don't see a template for the process that I want to delegate?
1.) Let us know! We want to hear this feedback. 2.) Pick the template that is the closest to the type of work you want to delegate and just use the freeform box on the right to add in any additional notes, stipulations or directions that we may not have caught within the template
Can I update my payment information via my Client Portal?
Yes, you can update your payment information by scrolling to the bottom right of your Client Portal and selecting "update payment information"
Is there a limit to the number of users that can be added to an Invisible Account?
No, there is no limit, you can add as many users as you want. We want everyone at your company to get the same value from Invisible that you do!
How do I add a user to the Account?
You can go the "Teams" page and click "Add User" then the user that you will add will recieve a link that they will need to verify in order to be able to access the Client Portal. Once they have verified, they will be able to use/view the Client Portal and send through delegations
Can I see expiring credits via my Client Portal?
Yes, 30 days prior to the date of expiration, your Client Portal will show you expiring credits in red.

My Invisible Assistant

Is my assistant a real live person?
Your assistant is a synthetic interface that you communicate with, but behind your assistant is actually powered by both human agents and machines. We select, train, and employ hundreds of remote agents from around the world. We have a 7% acceptance rate for agents who apply to join our global workforce.
How quickly can I expect a response from my assistant?
Generally, your assistant will respond with a 3 hour turn-around time, and you can always expect responses within the same day.
What happens if I send a new email to my assistant?
It will be treated as a new delegation on which your assistant will take action. This will still be the case even if you use a new email to give feedback on an existing delegation so we highly recommend providing feedback within the same thread of the original delegation.
How fast can I expect a task to be turned around by my assistant?
It will depend on the size and scope of your task. *Please note that for any first time tasks, no matter the task, there is always extra time to set it up and plan capacity
Can I request that my Invisible Assistant have my company's domain name?
No, unless you have signed up for an Enterprise Package, in that case, please reach out to your Account Director to inquire about more information
Do I get to know who is working behind my Invisible Assistant?
While we don't provide names of exactly who is behind your Invisible Assistant, only becomes, it's more fun to remain Invisible. You can see the valued team of agents that work for Invisible by visiting the agents page on our website: https://inv.tech/team
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