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Faqs

Frequently Asked Questions

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Are your agents based in Canada?

Yes. Our agents are based in Canada and trained to provide professional, localized support that reflects your service standards.

Yes, with your consent and in accordance with privacy regulations. Recorded calls can be used for quality assurance, dispute resolution, or training purposes.

Yes. We answer calls using your business name and a professional greeting that matches your tone.

Yes. We handle outbound follow-ups such as appointment reminders, lead responses, and missed-call callbacks. We do not conduct cold calls.

Absolutely. We manage appointment requests using your preferred scheduling tools, integrated calendars, or custom processes you provide.

If the question is outside your provided knowledge base or requires licensed expertise (legal, medical, financial), we’ll either transfer the call to your team or leave a detailed message for follow-up.

If a warm transfer isn’t answered, we take a detailed message and immediately forward it to you or your team via email or SMS.

We use real-time multilingual transcription and regular QA reviews to ensure high standards. Monthly reports provide insight into call volumes, handling outcomes, and customer interaction quality.

Is live chat available 24/7?
During business hours, our human agents respond to chats in real time. After hours, our AI chatbot steps in to capture messages, answer common questions, and prompt follow-ups.
Our agent can create a support ticket or escalate the issue, ensuring it gets resolved thoroughly—without keeping you tied up.
Chat conversations are encrypted. We recommend not sharing passwords or payment info. If needed, we’ll send a secure link to continue safely.
We assist with general inquiries, booking requests, follow-ups, and customer service conversations using the instructions you provide.
Our chatbot will step in to gather contact info, answer FAQs, and flag messages needing follow-up.
Yes. We provide monthly reports with chat volume, leads captured, and FAQs.
It helps you capture leads, answer questions, and stay connected with customers in real-time—even after hours.
What types of emails can your team manage?
We manage general inquiries, appointment confirmations, scheduling requests, quote follow-ups, and customer service questions.
Both. We use branded templates for consistency, and personalize each message to match the inquiry.
Yes. You can provide templates and signatures. Branded email templates are also available as a premium add-on.
Emails are answered promptly during business hours.
We flag and forward messages requiring your expertise to ensure timely follow-up.
Yes. You can update your instructions anytime.
Yes. We provide monthly reports with metrics on volume, response time, engagement, and follow-up success.
What kinds of messages can you send by text?
We send reminders, confirmations, updates, and missed-call follow-ups.
Yes. We follow CASL regulations for opt-in consent, clear messaging, and privacy.
Yes. You can use your own scripts, or we can help create them.
Yes. SMS activity is tracked and available in your monthly service report.
Yes. If enabled, replies can be forwarded directly to your team.
You’ll provide your preferred message content, scheduling system, and opt-in details. We’ll handle the setup.
Can your agents book appointments directly in my calendar?
Yes. We use your preferred scheduling system to book, reschedule, and cancel appointments.
Yes. Appointment confirmations are standard. Reminders can be automated with our add-on.
Yes. Our agents can reschedule appointments and send updated confirmations.
Our system prevents double-booking in real-time. If there’s a conflict, we offer the next best available time.
How do you handle common customer questions?
We use your knowledge base (FAQs, policies, service info) to ensure consistent, brand-aligned answers.
We never offer legal, medical, or financial advice. We transfer or escalate as needed.
Each interaction is reviewed using real-time transcription, QA review, and monthly reports.