Support

Answers to the things people actually get stuck on. If yours isn’t here, email us and a person will reply.

Getting started

What does Fig actually do?

Your AI voice agent takes calls. Fig collects those calls — the recording, the transcript, how each one went — and puts them somewhere you can read them. It is for the moment you want to know what was actually said on a call, without going and finding it in someone else’s dashboard.

I want to look before I sign up.

Tap “Have a look around first” on the opening screen. You get a sample agency with a set of calls in it — recordings, transcripts, filters, the lot. Nothing to set up and no account needed.

Do I need a voice agent already?

Yes. Fig reads calls your agent has already taken; it does not answer the phone itself. Today it connects to ElevenLabs conversational agents. If you use something else, email us — knowing what people are actually running is how we decide what to add.

Agency or direct — which am I?

Agency if you handle calls on behalf of other businesses and want them kept separate per client. Direct if the calls are your own business’s. It decides how Fig is laid out, so it is the one thing we ask at signup. You can change it later in Settings, and nothing is lost when you do.

Connecting your calls

Where do I find my ElevenLabs API key?

In the ElevenLabs dashboard, under your profile → API Keys. Create a key with read access to conversational AI. Fig checks the key the moment you paste it and tells you straight away if it cannot reach your agents — you will not discover it later.

What does Fig do with that key?

Encrypts it and uses it to read your calls. It is never shown back to you, never sent to your phone, and there is no screen anywhere that can display it. If you need to change it, you replace it rather than read it.

My first sync is taking a long time.

The first one pulls your history, so it is the slow one — a large account can take a minute or two. After that Fig only fetches what is new. If it has been sitting for more than five minutes, pull down to refresh; if it still looks stuck, email us with your agency name.

A call is missing.

Two usual causes. Either the agent it came through is switched off for syncing — check Connections — or the call is newer than the last sync. Fig syncs on a schedule rather than instantly, and you can force one from the connection at any time.

Recordings and transcripts

A call has a transcript but no recording.

That is normal, not a fault. Some channels — web chat, for instance — never produce audio. Fig says so on the call rather than showing you a player that cannot play.

Playing a recording twice uses my data twice?

No. Fig keeps a recording on your phone after the first play, so replaying it costs nothing. Your phone clears them on its own when it needs the space, and you can clear them yourself in Settings.

Who can see a call?

People in your agency, according to the role you gave them. If you have given a client access to their own portal, they see only their own calls and never another client’s. Every time somebody opens a recording or a transcript, Fig records who and when.

Your account

I am not getting the sign-in code.

There is no password — Fig emails a six-digit code instead. Check spam, and check you typed the same address your account is under. Codes are good for a few minutes; if one expires, just ask for another.

How do I get my data out, or delete it?

Email support@ironlab.ai from the address on the account. We will send you a copy of what we hold, or delete all of it including backups, and we will confirm when it is done. You do not have to give a reason.

Something is broken.

Tell us what you were doing and what happened — a screenshot helps more than anything else. If the app crashed, it has already told us, but it did not tell us what you were trying to do, which is usually the important half.

Recording calls, and the law

Fig stores recordings your agent made. Whether you may record a call, and whether you have to tell the other person, depends on where you and they are — in Australia it varies by state. That obligation sits with you rather than with us, and it is worth checking properly rather than assuming. We are not able to give you legal advice on it.