FAQ
Questions, answered straight.
The questions procurement, MLR, and security teams actually ask — answered in the same claim-audited register as the rest of this site. Roadmap is marked as roadmap, and nothing here is oversold.
Procurement
Where does our data live?
Canadian tenants in ca-central-1 (Montreal) today; us-east-1 is reserved for US tenants, standing up in-region as they onboard. Row-level security isolates every tenant.
Do you support the EU and UK?
Not live today. The regulatory research is complete and provisional rulesets are drafted; counsel review and productization remain before any EU or UK tenant goes live. Canada (PAAB) and the US (OPDP) are live, and EU is a near-term priority.
Does it integrate with our CRM?
On the roadmap. Today every interaction lands in your audit trail and admin console, exportable as CSV.
Can it talk to patients?
No. HCP-facing only, by design. Patient-facing support is on the roadmap.
Are you PAAB pre-cleared?
PAAB pre-clears materials, not live conversations. Your corpus is the pre-cleared material; we describe our posture as PAAB-aligned.
SOC 2?
On our roadmap: controls mapped today, formal Type I scoping at our first paying customer. No badge we don't hold.
The gate & channels
Is the video avatar gated the same way as web and Telegram?
Not yet — and we say so plainly. The video avatar is a preview today: a managed-LLM demo, with every word audited after the fact. The pre-send compliance gate runs on the gated text channels — web chat and Telegram — where every reply is checked before a single word reaches the clinician. The fully gated video channel, checked before it speaks, is the near-term path.
What happens when a question can't be answered from the approved corpus?
The gate is fail-closed: the zenrep declines, redirects, or routes the question to a human rather than guessing. The question is logged and counted as a correct refusal — refusing correctly is treated as a success, not a failure.
What happens if an HCP mentions an adverse event?
A two-layer detector — a deterministic pattern floor plus an LLM backstop — flags adverse-event reports, records the regulated intake, and pages pharmacovigilance. The deterministic layer is live-verified; the LLM backstop has shipped and is validated offline, with live verification in progress. For devices, a reported malfunction or adverse event stops the sell and routes to your vigilance and complaints team — a zenrep never tries to triage or resolve the safety issue itself.
Which jurisdictions does the gate support today?
The gate adapts its rules to the market and the product class: Canada (PAAB / Health Canada) and the United States (FDA OPDP) today, for both drug and device. Additional jurisdictions are on the roadmap.
What won't a zenrep do?
Hard limits, engineered in: it will not make a claim that isn't in your approved corpus, send efficacy without the required safety information, guess when a question goes off-corpus, speak off-label to sound helpful, or talk to patients — it is HCP-facing only, by design.
Data & the record
Can we export the audit trail?
Yes. Every turn is written to an append-only audit trail with database-level tamper protection — reconstruct any conversation any time, and export CSV for an inspector.
Does the text channel carry patient information?
The text channel is built to avoid protected health information: a zenrep is instructed not to solicit patient details and treats patient-specific questions as out of scope, and a pattern-based redactor strips common identifier shapes — emails, phone numbers, MRN/SSN-style patterns — where they appear.
Working with Zenreps
How does onboarding work?
Onboarding is "here is our MLR-approved corpus" — load it, with zero code changes. Your MLR team reviews and approves the corpus at onboarding — nothing a zenrep can say has not already been cleared, and we walk your reviewers through the refusal templates the gate uses.
How is pricing set?
The price is scoped, not posted. Every Zenreps deployment is an enterprise agreement scoped to the work — the size and composition of your approved corpus, the jurisdictions you promote in, and the channels you turn on. Those differ enough between buyers that a posted number would be wrong for most of them, so a demo doubles as the scoping conversation.