The Basics

Updated 4 months ago by Justin Maxwell

Are you new to virtual receptionist services? Here is a breakdown of our process and the capabilities that Smith.ai offers. We have two different plan types. Our Starter, Basic, and Pro plans are full-service, and can include our full suite of services depending on what you need. Our Essential plan includes just our core services.

Smith.ai’s Starter, Basic, and Pro Plans

Coming from the Express Setup

If you've just finished the Express Setup, welcome! Your account is being set up by our team. You can expect to hear from us within six business hours indicating that it's ready to go. Our team is now processing your instructions and setting up your account.

When your account is ready, we will perform a test call to make sure everything is working properly. That will generate a call summary, which will go to your phone or email (whichever you specified).

When you receive the summary, you can start using the phone number we provided you for your business' incoming calls, or forward your existing phone number(s) to it.

Please do not start forwarding your calls to us until you receive the email or text summary with the successful test notification.

New to using virtual receptionists? Here's what we do...

Note: these services are offered for all Starter, Basic, and Pro plans. See below the process for our Essential plan.

We do real work for you, saving you hours each day, keeping your clients happy, and helping your business succeed. Here's how:

  1. We answer your calls 24/7
  2. Based on criteria and decision-making guidance you give us, we:
    1. Take messages
    2. Schedule appointments*
    3. Transfer calls to you (or another person/department)
    4. Qualify new leads based on your custom criteria
    5. Intake new clients
    6. Provide basic business information to callers
    7. Refer the caller to someone else 
    8. Reject or block the caller (e.g., Yelp or other salespeople)
    9. Take a payment or deposit for your services*
    10. Much more (whatever you need!)
  3. We then take the actions required for the call, and send you a summary of what we did shortly thereafter
  4. We look forward to your feedback to let us know if we've made the right decisions, and we will continue to refine our process based on your directions

Features and Capabilities of our Starter, Basic, & Pro Plans

Warm & cold transfers

Appointment scheduling*

Client intake*

Accepting payments*

Text & email follow-ups*

Call notifications via SMS & call summaries via email

Set availability via SMS

Voicemail services

CRM integrations*

Outbound calls

Spam blocking & rejection

Direct transfer & block lists

*Some add-ons incur additional charges. Please see our pricing page for details.

Smith.ai’s Essential Plan

Instant setup online

You can get set up for our Essential Plan’s free trial in about 15 minutes. Simply answer a few questions about your business so we know how to handle your calls, we’ll provide you with a number, and you can start receiving calls there immediately. Use the number for your business' incoming calls, or forward your existing phone number(s) to it, and we'll answer the calls.

Once your account has been set up, do a test call to see how great your new receptionist sounds!

Here's how we'll handle your calls

The Essential plan is for solo and small business owners who want a friendly, professional, and reliable receptionist, yet prefer to remain hands-on with new leads and clients. With that in mind, here's how we’ll handle your calls:

  1. We answer your calls 24/7
  2. Based on criteria and decision-making guidance you give us, we:
    1. Transfer calls to you
    2. Take messages
    3. Provide basic business information to callers
    4. Reject or block the caller (e.g., Yelp or other salespeople)
  3. Shortly after, we'll send you a summary of what we did via email and an optional text notification.
  4. You can update business FAQ, your services, your employees, and your greeting in your Virtual Receptionists dashboard
  5. You can also upload lists of numbers to be directly transferred to your line and a list to block completely, and we won’t charge you for any incoming calls from these numbers.

Features and Capabilities of our Essential Plan

Warm & cold transfers

Call notifications via SMS & call summaries via email

Set availability via SMS

Voicemail services

Direct transfer & block lists

Outbound calls

CRM integrations (for an added charge per call)

Forwarding your calls to your virtual receptionists

For help with forwarding on any plan, please see our documentation on forwarding.

When you start forwarding, please make sure your caller ID is enabled for your carrier. Our system needs it for handling your calls effectively.


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