Frequently asked questions

The agent introduces itself as a virtual receptionist and says so if anyone asks. The agent never claims to be you or a member of your staff.

The agent answers only from your script. If the answer isn't there, the agent says so and takes a message. It does not quote prices, make up policies or promise appointments it hasn't booked.

Typically 10 business days from when you sign up. In that time we write your script, set up your number and make test calls, then your receptionist starts answering.

Yes, at no charge. Standard includes minor tweaks, such as new hours or an updated list of services. Advanced includes custom script changes every month, such as new intake questions or a change to who takes urgent calls.

Yes. Most phone carriers let you forward calls to another number, so your existing number rings through to your receptionist. You can also use a new local number we set up for you.

Yes. You decide which calls the agent answers. Many business phone systems can forward calls on a schedule, such as after 5 p.m. and on weekends. Most carriers can also forward calls that ring unanswered or come in while your line is busy, so the agent can cover for you during the day too. We'll help you set up forwarding with your phone provider.

The caller. When they say it's urgent, the agent takes their name and reason and transfers the call to your phone straight away. If no one picks up, the agent tells them when to expect a call back, using the wording you choose.

Each call that needs follow-up sends you an email with a summary: who called, their callback number, what they need and what was done. On Advanced, you can also choose to get a short text after each call, and to keep a recording and transcript of each call. Calls with no message, such as hang-ups, are skipped so your inbox stays clean.

Minutes are the time callers spend on the line with your receptionist. If you go over your plan's minutes in a month, extra minutes are billed at your plan's rate. If you go over often, we'll help you find the plan that fits your business best.

No. Plans are month to month, and you can cancel any time by giving 30 days' notice. We'll also set up a 14-day free trial so you can test the receptionist on your own calls before you commit. You pay the setup fee only if you keep the service after the trial.

Yes. We write the name you pick into the agent's greeting and script.

Standard and Advanced answer in English. A Custom plan can add more languages, such as Spanish.

Phone carriers require a one-time business registration before a number can send automated texts. It takes more than one form. The carriers review your business and how the texts will be used, and they can ask for changes before they approve it. As part of Advanced setup, we file the registration for your number and work through each step of the review until the carriers approve it.

Recording is an option you can turn on with Advanced and Custom. When it's on, the agent's greeting tells the caller the call may be recorded. Some states require every person on a call to agree to recording, so check the rules where you do business. On Standard, calls are not recorded.

Call details go to your business: the summary, the callback number and, if you turn it on, the recording. We use them only to run your service, and we never sell them. Kinetic Edge Design's privacy policy has the details.