Week 1 - June Announcements
1. June 2nd to 6th Latest knowledge base updates
New Internal KB Articles
- Resolving Cancellation Form Issues: Fraud/Dispute Flag Triggered by Incomplete Stripe Data
https://internal.voiply.com/resolving-cancellation-form-issues-fraud/dispute-flag-triggered-by-incomplete-stripe-data
- Week 4 - May Announcements
https://internal.voiply.com/week-4-may-announcements
- Vanity Toll-Free and Local Numbers
https://internal.voiply.com/vanity-toll-free-and-local-numbers
- Billing - Adding Bank Draft as a Mode of Payment (ACH Debit)
https://internal.voiply.com/billing-adding-bank-draft-as-a-mode-of-payment-ach-debit - SMS Issue Checklist before Escalation
https://internal.voiply.com/sms-issue-reporting-checklist - Handling Unresponsive Live Chats
https://internal.voiply.com/handling-unresponsive-live-chats - Troubleshooting - How to Enable Pulse Dialing via GDMS
https://internal.voiply.com/troubleshooting-how-to-enable-pulse-dialing-via-gdms - Billing – Review Early Fraud Alert for Customer
https://internal.voiply.com/billing-review-early-fraud-alert-for-customer
→ New protocol outlining how to investigate and respond to Early Fraud Warnings reported via Stripe.
Updated Internal KB Articles
- Voiply Partnership Program – What You Need to Know
https://internal.voiply.com/voiply-partnership-program-discontinued-new-process-for-reseller-inquiries
- Billing - Voiply 3-Year Plan
https://internal.voiply.com/voiply-3-year-plan
- Residential - Account Reactivation Process
https://internal.voiply.com/voiply-residential-account-reactivation-process - Outage Response Escalation Process
https://internal.voiply.com/outage-response-escalation-process - Billing – Voiply 3-Year Plan
https://internal.voiply.com/voiply-3-year-plan
→ Reflects changes in plan structure, renewal logic, and updated escalation guidance. - Stripe Identity Verification and Fraud Prevention Process
https://internal.voiply.com/customer-verification-stripe
→ Enhanced steps for fraud prevention, verification triggers, and support follow-up actions.
Moved to Internal KB:
- Moving numbers to Personal Inventory
https://internal.voiply.com/moving-numbers-to-personal-inventory
New Customer-Facing Article
- Enhance Your Brand with a Vanity Toll-Free or Local Number
https://kb.voiply.com/enhance-your-brand-with-a-vanity-toll-free-or-local-number
Updated Customer-Facing Articles
- Setting Up the Voiply Recommended Router (Opal)
https://kb.voiply.com/setting-up-the-voiply-recommended-router
→ Includes revised instructions and visual references to simplify setup for Opal router users. - Number Parking – Keep Your Phone Number Only $2/month
https://kb.voiply.com/number-parking-keep-your-phone-number-only-2/month
→ Updated to clarify pricing, eligibility, and step-by-step activation process for number parking.