FAQ
Questions, answered.
Setup, numbers, behaviour, scheduling, billing, privacy and support. If something is not here, call the demo line and ask it.
Setup
How long does setup take?
Most businesses finish the guided setup in 15–20 minutes. Your receptionist is built and published automatically right after payment.
What do I need to have ready?
Your hours, the services you offer, your service areas, who calls should reach, and the questions callers ask most. Nothing needs to be perfect — you can change all of it later from your dashboard.
Can I change how it answers after going live?
Yes. Voice, tone, greeting, routing, escalation rules and knowledge base are all editable from the dashboard, and changes republish the receptionist.
Phone numbers
Do I keep my phone number?
Yes. Keep your number and forward it, or we provision a new number for you. You rank up to three preferred area codes during setup; if none of them have numbers available, we assign the next one that does. Starter, Essential, and Professional include one number; Premier includes two.
What do callers see?
If you forward your existing line, callers dial the number they already have. Nothing about how they reach you changes.
How the AI behaves
What happens when the AI can't answer?
It follows your escalation rules: transfer to a person, take a message, or alert the on-call contact by email and in your dashboard — you decide during setup.
Will it make things up?
It answers from the knowledge base you give it. When it does not have an answer, it takes a message or transfers rather than guessing.
Does it sound like a robot?
You choose the voice from the library and the tone — professional, warm, energetic, calm or luxury — and write the greeting yourself. Call the demo line and judge for yourself.
What happens after hours?
Whatever you choose during setup: take a message and alert the on-call contact, take a message for the morning, or offer voicemail.
Scheduling
Can it book into my calendar?
Yes, on Professional and Premier — the receptionist books against your real availability, with confirmations by email. Starter and Essential cover answering, messages, and transfers.
Can it reschedule or cancel?
Yes, on the same plans. A caller can move or cancel an existing appointment and the change is confirmed by email.
Plans and billing
What counts against my minutes?
Connected call time only, rounded up to the next full minute per call. Starter includes 40 minutes, Essential 100, Professional 250, and Premier 500 — overage is $0.35/minute, itemized on your invoice.
Is there a contract?
No. Plans are month-to-month and you can cancel anytime from your billing page.
Privacy and call recording
Are calls recorded?
Every call produces a transcript and a summary. Call recordings and playback are available from Professional. Our call recording policy sets out how recordings are handled and for how long.
Where can I read the policies?
The call recording policy, privacy policy, terms, SMS terms and data processing addendum are all linked in the footer of every page.
Support and escalation
Can it open support tickets?
Yes, on Premier. The receptionist opens and routes support tickets from the call, and escalates the ones that cannot wait.
How do I get help?
Email support@grayworks.services, or reach us on the number in the footer.
Billing questions in more detail are on the pricing page.