24/7 Call Answering / Receptionists FAQ

Updated 3 months ago by Kelsey Johnson

Smith.ai receptionists now answer your calls 24/7! This is exciting news, but you may have some questions regarding midnight answering rules and forwarding your calls. We’ll address some FAQ here. Please contact us if you have any additional questions.

What happens if I get a call at 3am?

We will follow all the same instructions for handling your calls — whether they come in at 3am or 11am. As a rule, we will not transfer calls to you after your set business hours (or 9pm PST if you have no set hours). If you would like us to transfer calls to you before or after your business hours, just let us know and we will! We won’t transfer to you after-hours without prior approval.

Can I have "after-hours" instructions?

We are happy to make updates to your account to allow for responses to late callers. We recommend keeping the majority of your instructions the same, however. A new lead at 3am is the same as a new lead at 3pm.

Please let us know how you would like to update your account, if you need to.

What if I don’t want my calls answered 24/7?

We’re not quite sure why you wouldn’t want live-answered calls 24/7, but please let us know. We can set your hours and we’ll answer your calls accordingly. Please email us your preferred hours and days. Outside of your set hours, you can set up a personal voicemail in your Smith.aiCall Dashboard or have us redirect calls back to you at any number not forwarded to Smith.ai.

What if I have set hours but would like to expand them due to 24/7 availability?

Great! Again, just let us know and we can update your answering hours.

When will my daily summaries arrive?

Your daily summaries will still arrive at 6:30pm PST. Any calls taken later in the evening or overnight will be included in the next day’s call summary.

Are support hours changing?

Support for Smith.ai will continue to be available by phone and email Monday – Friday, 5am – 8pm PST, Saturday and Sunday 6am – 4pm PST.

Does 24/7 mean 24/7/365?

We will be closed on 4 Federal holidays: Independence Day, Thanksgiving, Christmas, and New Years Day. All other days, including other federal holidays, we will be open 24/7.

Have any questions we didn't answer here? Call or text us at (650) 727-6484 or email support@smith.ai.


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