Reasonable Use Policy

Last Updated: May 17, 2019

Smith.ai maintains a commitment to easy, predictable billing through per-call, not per-minute, pricing. To meet this goal, we require that all calls fall within the scope of Reasonable Use for an answering service, as defined below. Calls that do not fall within this scope may incur additional fees to cover time and effort.

We define Reasonable Use, for answering inbound and placing outbound calls, as follows: All necessary and required information, but no more, is gathered on behalf of the business during the call.

We understand each business is unique. In general, Reasonable Use means all contact information pertinent to the call and the nature of the call (what the call is about). Smith.ai offers Simple Lead Qualification and Simple Intake as courtesy services, where additional information is collected from the client during the call, through constrained, closed-ended questions (e.g., not, “Tell me your life story” but instead, "What is your first name?") that take no longer than an average of 60 additional seconds (about 2-3 questions) in total.

Outside Reasonable Use, Smith.ai offers additional services for an additional fee: Extended Intake, Appointment Booking, Custom Calendaring, Payment Collection, Complex Call Routing, CRM Integration, and Slack Notifications.

Extended Intake

Extended Intake is defined as questioning (verbal or data entry), post-qualification, that prepares the qualified client for action or service from the business. Examples of this include family information for wills and trusts, network setup for IT, or project scope for marketing. Working with external ticketing systems (e.g., filing a ticket in Zendesk) constitutes Extended Intake.

Smith.ai distinguishes these calls from typical calls as the lead is already qualified, and at this point our team is doing virtual-assistant work on behalf of the business. As we mentioned before, each business is unique. Therefore, we reserve the right to redefine what constitutes Extended Intake at any time, which is often influenced by total call time.

Requirements:

Extended intake is offered as an add-on to your call plan per our current pricing. All Intake, whether Standard or Extended, must follow the requirements above, which are further described here.

Appointment Booking & Custom Calendaring

Appointment Booking includes scheduling appointments (including rescheduling and any requested follow-up calls, which incur standard call charges), and requires the use of availability-slot software such as Calendly.com (or any publicly accessible booking link such as those provided by most major CRMs and calendaring software programs). Appointment Booking is included for the number of transfer numbers being paid per month, per plan. For example, if there are two transfer numbers on the plan, then Appointment Booking will be provided for those two people. Appointment Booking for additional transfer numbers is available at an additional cost (see our Pricing page for details). Appointment Booking that involves following complex rules, such as checking one person’s availability before checking another, is considered Custom Calendaring and will incur an additional fee. We will make our best effort to simplify your calendaring requirements (for the sake of your callers) and only escalate to Custom Calendaring when the requirements are complex.

Appointment Booking is limited to the following criteria:

  1. Contact Information
  2. Service Required
  3. Location
  4. Availability (Date/Time)

Information beyond the scope of the above four items is considered Intake and is subject to the requirements for Standard and Extended Intake.

Payment Collection

Payment Collection is defined as follows: Smith.ai will act on a business’ behalf to accept payment instrument information from a caller during the course of a call to input into a third-party interface provided by the business. Examples of interfaces include online payment pages, invoice pages, and appointment-booking pages where pre-payment or pre-authorization is required. For the security of the caller, Smith.ai, and the business, Smith.ai does not and will not store caller payment information on its own systems, nor will we document payment information in call summaries.

Payment Collection is limited to the following criteria:

  1. Payment instrument details (e.g., card number, expiration date, CVV)
  2. Amount (including currency)

Information beyond the scope of the above two items is considered Intake and is subject to the requirements for Standard and Extended Intake.

Complex Call Routing

Complex Call Routing occurs anytime we set unique call-handling rules for a number, time of day, or extension. We can route calls based on specific schedules, availability, and holiday hours. We can also ring your team sequentially or “blast” everyone at once.

CRM Integration

Smith.ai can integrate with most major CRMs, case management, practice management, and marketing/sales management software programs. Call details including contact information and notes can be added to your records in real time. In many cases, receptionists can also search through and update existing records to prevent duplication. CRM Integration includes the initial setup of the integration and its ongoing maintenance.

Slack/SMS Notifications

When you enable Slack or SMS Transfer Notifications, you and your staff will receive a Slack or SMS message when a caller qualifies for a live transfer. You can decide to accept or reject the call. Additional transfer notification attempts incur additional pricing as listed on our pricing pages. For example, you may request that for every call, we first try Person A, and if Person A does not respond, try Person B.

Conjoined Add-On Services

It is important to note that the use of a single additional service may require the use of other add-on services. For example, Payment Collection can also constitute the need for Custom Intake or Appointment Booking services, such as in cases where payments are processed only after a booking or intake form is completed.

Call blocking

The ability to block calls is offered for reduction of spam, unwanted sales, and wrong numbers. When you block a call, you are no longer charged for it. Our system blocks over 20 million known spam sources automatically. However, we rely on crowdsourced identification to improve this spam blocking. In addition, blocking calls can be used to prevent abusive / harassing callers, and pushy salespeople selling things you don't want. However, blocking calls from qualified callers retroactively is considered abuse of the system. It creates a scenario in which our team is doing the work we are hired for, delivering you the message, yet you (the client) are not paying for it. (That is, it is not filtering out spam, unwanted sales, or wrong numbers, it is manipulating a quota to cut costs.) In the event we detect this abuse, we reserve the right to reverse the blocked calls (and charge for them) as well as terminate your account.

Exclusions

Some calls are beyond the scope of Smith.ai’s services and therefore beyond the scope of our Reasonable Use policy. These include product specialization (e.g., technical support requiring training) and telemarketing, and are not available from Smith.ai.

If you have any questions, please contact us at support@smith.ai.