How your phone gets answered
Keep your number. Send us the calls you cannot pick up. Hear it yourself before any customer does.
Most owners do not want a new phone number. You do not need one. Your customers keep dialling the number they know.
What happens on a call
- A customer dials your number. Your carrier passes the call to us: always, after a number of rings, or when you are busy, as you chose.
- It says it is an AI. On the first turn it says it is an automated assistant and names your business.
- It answers from your rules. It answers what you taught it, takes the caller's details, and books where your booking calendar is set up. A question nobody set up an answer for is not guessed at.
- A person is one request away. If the caller asks for one, the call goes to the number you chose. If nobody can take it, the agent takes a message and never hangs up on the caller.
- You get the record. A written record of what was said and a plain summary, for you to read afterwards.
Two ways to connect your phone
Forwarding, so you keep your number
You ask your phone company to send some calls to the number we give you. Most carriers offer three choices.
- Always. Every call goes to us.
- After a number of rings. You get the first chance. If you do not pick up, we answer.
- When you are busy. If you are on another call, the next caller goes to us.
What your carrier offers, what it costs and the exact keys to press differ from one carrier to the next. On the setup call we look at your carrier together and give you the exact steps for it.
We suggest starting with after-hours calls and overflow. We do not suggest replacing your receptionist on day one, and we will tell you so.
A new number, if you want one
We can set up a separate number for the line. You put it on your website or your ads. This is also set up with our help.
Moving your own number to us
If you want to move the number itself, talk to us before you contact your carrier. We will tell you plainly what we support today.
The steps
- A short setup call. We agree what the line should answer, your hours, and who a caller should be passed to.
- We set up the rules. You start from one of our industry templates. The rules are plain conditions and plain replies. You can read every one and change it.
- The safety check. Before any customer hears it, it runs a set of hard practice questions, including angry callers and requests for advice it must not give. If it fails a serious one, it stays off.
- You set up forwarding. We give you the number and the steps for your carrier.
- The test call. See below.
- Going live. We start with after-hours calls, then widen it when you are happy.
What the test call is
It is a real call to your own number, made by you and your staff, before any customer calls. Use a different phone from the one you forward to.
- Listen to how it greets you.
- Ask the questions your customers ask: hours, prices, whether you take new people.
- Ask for a person, and say something it should not answer. Check it does the right thing.
- Read the record of the call afterwards.
We keep it staff-only first, then open it to the public. Nothing about this test sends anything to a customer.
How long until it is live
We will give you a date on the setup call. It depends on your carrier and on how many rules you want. We do not quote a go-live time until we have timed real setups, because a number we cannot keep is worse than none.
What callers hear first
On the first turn of a call, the agent says it is an AI and names your business. It says this in English, or in French if your workspace is set to French. For example: "You are speaking with Your Business Name's AI assistant, an automated system. Say 'agent' at any time to reach a person."
This line is always on and cannot be switched off. The owner can change its wording, but it must still say the caller is talking to an automated assistant. Where the law expects everyone on a call to know it is being written down (for example California, Florida, Michigan, Canada and the EU), the same line adds: "This call is transcribed so we can follow up." The rules about telling callers are explained on AI transparency.
Recording and your records
The line does not record call audio. There is no audio recording and no setting to turn it on. If we add it, it will be off until the owner chooses it, and audio will be kept 30 days by default.
It does keep a written record of what was said on each call. That record is kept 12 months by default. You can change the period in Settings, from 30 days to ten years, and a nightly job deletes the call transcript past it.
Who chooses what
| You choose | We keep on, whatever you choose |
|---|---|
| Who a caller is passed to, and your hours. | Words to stop: a STOP on any channel withdraws consent on every channel, and HELP is answered. |
| Whether any text goes out at all. Every outbound channel starts switched off. | A consent record for each person on each channel. A message with no consent record is not sent. |
| How long written call records are kept. | Non-urgent automated texts wait for calling hours, worked out in your time zone. |
| How long the written call transcript is kept. There is no audio recording to turn on. | The automated-assistant notice, and the transcription notice where the law expects it. Always on. |
Missed-call text-back: not switched on yet
A text to someone who called and was not answered is built. It is switched off for every customer today, and we do not describe it as available. When it is switched on for a business, it will send only after the business's texting registration is approved, only to US and Canadian numbers, and only between 8am and 8pm.
When a caller needs a person
Some callers must reach a person. The agent passes them on when a caller:
- asks for a human;
- makes a complaint; or
- asks for legal, medical, tax or investment advice.
It then transfers the call to the number you chose, or takes a message. It does not hang up on them. You give us that number on the setup call, and you can change it in your workspace settings.
If a caller mentions something urgent, like pain, the call is marked urgent for you.
A question nobody set up an answer for is not guessed at. It takes the caller's details.
What it costs
Concierge, the phone line, is the Team plan with the phone workflow: USD 149 a month (CAD 195, EUR 149). It includes 300 voice minutes a month. After that, voice minutes are USD 0.25 a minute (CAD 0.33, EUR 0.25), itemised on your monthly invoice. On Business, 1,000 voice minutes are included, then USD 0.20 a minute (CAD 0.28, EUR 0.20). Included minutes reset each month and do not roll over. Text and web chat carry no per-conversation charge from us. Every price, in your currency, is on the pricing page.
What it does not do yet
- You cannot buy a number yourself inside the product. We do it with you.
- There is no alert yet when you near your voice minutes. Alerts at 50%, 80% and 100% of a cap you set are coming.
- It answers only what it was taught. It does not invent a policy.
- We publish no customer counts and no savings figures.
Talk to a person
Email hello@feerasta.ai. Support hours are Monday to Friday, 9am to 6pm Eastern. How fast we reply is on the support page. If you would rather not set it up alone, we can set it up with you, and your first 30 days shows what the weeks after look like. See the front desk page to see the rules at work, or talk to us to start.