Question 1

Do I need to change my phone number?

Accepted Answer

No. You keep your existing number. The only change is that missed/unanswered calls can be diverted to your dedicated assistant number. You will be allocated a new number for outbound calls.

Question 2

What happens if I answer the call myself?

Accepted Answer

Nothing changes. If you answer, the assistant never engages. It only steps in when you don't answer.

Question 3

How long does setup take?

Accepted Answer

Most brokers are live in a few days to get the login details. Then it's typically just a diversion setting on your phone system (similar to voicemail), plus choosing your call flow.

To divert a mobile, type a code like **61*0812345678*10# to divert missed calls and **67*0812345678*10# for busy calls — just change the number to the one we supply you with.

Question 4

Is there training required for my team?

Accepted Answer

No. If your team can read an email summary and click a recording link, they can use it. We're happy to provide training if required.

Question 5

Will clients know they're speaking with an assistant?

Accepted Answer

Yes. Callers are told upfront they're speaking with an assistant and that the call may be recorded. Transparency matters.

Question 6

What if a client refuses to talk to the assistant?

Accepted Answer

They can still leave a message, request a callback, or ask to speak with you directly. The goal is to make it easier for them — not trap them in a script.

Question 7

Will this feel robotic?

Accepted Answer

It doesn't have to. The call flow is designed to sound natural and broker-relevant, and you control what's asked and what tone is used. We use the latest and most trusted software with realistic voices and ultra-fast communication abilities.

Question 8

What if someone calls angry or upset?

Accepted Answer

The assistant stays calm, captures the reason for the call, and gives you the context so you can respond properly — without walking into the call blind.

Question 9

Can it prioritise who I should call back first?

Accepted Answer

Yes. It captures the reason for the call and surfaces signals like urgency and intent, so you're not guessing when missed calls come in batches. This is clearly shown in the email summary along with a link to the recording.

Question 10

Are calls recorded?

Accepted Answer

Yes — and you receive a transcript and a recording link after the call.

Question 11

Is recording legal in Australia?

Accepted Answer

Call recording rules vary by state. The safest approach (and standard best practice) is to disclose and obtain consent. The assistant provides upfront disclosure so callers know what's happening.

Question 12

Can I use the transcript as file notes?

Accepted Answer

Yes. Many brokers use the transcript and summary as a clean starting point for file notes and compliance records.

Question 13

Where is client data stored?

Accepted Answer

Calls and data are handled securely, stored in Australia, and controlled by you.

Question 14

Can I choose what questions are asked?

Accepted Answer

Yes. You control what's asked and what's not. The goal is useful, compliant data — not generic receptionist chatter.

Question 15

Can my PA or admin team see the call outcomes?

Accepted Answer

Yes. You can notify team members by email or Microsoft Teams after each call.

Question 16

Can staff action simple requests without me?

Accepted Answer

Yes. If a caller needs something simple (like a statement or an update), staff can action it and leave you to handle advice and strategy.

Question 17

Is there a dashboard?

Accepted Answer

Yes — it's optional. The email summary is usually enough, but the dashboard can show urgency, tone, call length, caller ID, and full call details. The dashboard also shows graphs showing when most calls come through, what the most popular topics are, along with call history and details of each call received.

Question 18

Is outgoing calling included?

Accepted Answer

Outgoing calling is available as an optional feature, explained on the Outgoing Calls page. Each outbound call costs one credit whether it is answered or not.

Question 19

Is it cold calling?

Accepted Answer

It can be used for different styles of outreach, but the strongest use cases are warm client book check-ins, follow-ups, compliance fact-find calls, and database re-engagement where you have permission to contact.

Question 20

How does outbound personalisation work?

Accepted Answer

You can upload a CSV (from one record to thousands). The script can reference fields like name, lender, loan type, or previous enquiry so the call feels relevant. It can make up to 20 calls at once and can handle hundreds of calls in hours.

Question 21

Can it ask structured questions (living expenses, needs analysis, missing info)?

Accepted Answer

Yes — that's one of the highest-value uses. The call is recorded and transcribed, creating a clear compliance trail. There are different set scripts that you can edit yourself — up to 8 different scripts available, all personalised to your style.

Question 22

Can it make calls with a few simple, targeted questions?

Accepted Answer

Yes. For example, if you see a credit file has an active undisclosed loan, you can schedule a call with a simple script to clarify. You'll have an answer in record time with a call record for compliance.

Question 23

Can this connect to my CRM?

Accepted Answer

Yes. Via APIs, it can pull known client details when a recognised number calls, and write call notes/summaries back into your CRM (subject to permission from your CRM provider).

Question 24

Will it address clients by name if they call from a known number?

Accepted Answer

Yes — if the number is recognised in your CRM or uploaded list, the assistant can greet them by name and reference relevant context.

Question 25

How does billing work?

Accepted Answer

Your monthly plan fee is charged in advance. Call usage is billed in arrears at the start of the following month, based on actual usage. Included calls reset monthly and do not roll over. There are no minimum usage requirements. This means you only ever pay for calls that actually took place.

Question 26

When am I charged for calls?

Accepted Answer

Call charges are calculated at the end of each month and charged on the 1st of the following month via Stripe, based on the calls made during the previous month.

Question 27

What happens if I change plans mid-month?

Accepted Answer

Plan upgrades or downgrades are pro-rated. Included calls and per-call rates adjust automatically. Call usage is billed at the applicable rate for the plan active at the time.

Question 28

Do included calls roll over if I don't use them?

Accepted Answer

No. Included calls reset monthly and do not roll over. This keeps pricing fair and predictable for all users.

Question 29

What is considered fair use?

Accepted Answer

All plans are designed around a fair-use average call length of under 2 minutes. The historical call time average is 1:03 minutes. This reflects typical use cases such as call answering, qualification, appointment booking, and basic follow-ups.

Question 30

What happens if calls are longer than 2 minutes?

Accepted Answer

Calls are measured in 2-minute increments. Each increment is charged as one call credit. This ensures pricing remains fair for all users, higher infrastructure and AI costs are covered, and short, efficient calls are rewarded. There are no penalties and no call cut-offs — longer calls are fully supported and billed transparently.

Question 31

Is there a lock-in contract?

Accepted Answer

No. No lock-in, no break costs.

Question 32

Can I pause it if I'm on leave or too busy?

Accepted Answer

Yes. You can pause, adjust, or switch off the diversion anytime.

Question 33

What if I'm on leave — can calls go to someone covering me?

Accepted Answer

Yes. You can configure handovers so calls can take a message or transfer to the covering broker/team member.

Question 34

What does it cost?

Accepted Answer

Pricing is on the Pricing page. The short version: you're paying for a better outcome than voicemail — a recorded, summarised, prioritised call you can actually act on. There is no setup fee, exit fee, or contract to sign. Just a monthly fee and the set price per call.

Frequently Asked Questions

Getting Started

Client Experience

Compliance, Recording & Data

Notifications & Teamwork

Outgoing Calls

Integrations & APIs

Billing & Usage

Still have questions?