Your questions.
Clear answers.
What’s included, how it works and what stays in your hands. If there’s something else you want to know, get in touch and I’ll answer it personally.
Start with the problem you want solved.
What plans are available, and how much do they cost?
Website & Reputation is £195/month for website, Google profile and review care. Cold to Closed is £495, £745 or £995/month: the same full reception, booking, chatbot, messages and follow-up system at each level, with different usage allowances and fortnightly oversight. Compare services and capacity.
Which plan includes chatbots?
Every Cold to Closed capacity plan. Website and supported social chatbots are included at £495, £745 and £995, subject to provider fair use. Website & Reputation (£195) does not include chatbots. We agree and test your channels before activation.
Which social media can the chatbots handle?
We can configure supported connections for Facebook Messenger, Instagram direct messages and WhatsApp, as well as website chat, SMS and email. We agree the channels you use, check your account connections and test each route before starting. Other platforms need a separate capability check; support for every social network is not promised.
What do the chatbots do?
Answer routine questions using your approved business information, capture enquiry details and help customers book agreed appointment types. You handle technical advice, quotes and decisions. We agree when the bot should pause and ask you to take over; a request for help does not mean a person is immediately available.
Do I have to replace my website?
No. I can manage a suitable existing site, update it or build a replacement where agreed. Normal updates and new pages are included. A later full redesign or second website is quoted separately. I’ll tell you if the existing platform or access makes management impractical.
Agree what the AI receptionist handles and when you’re needed.
Can I personalise the voice?
Yes. We choose from supported voices and agree the greeting, tone and approved business answers around your business. You can hear the available voice options before we settle on one. We test the selected voice and call flow before activation.
Can the AI answer calls outside working hours?
Routine AI reception is designed to run outside your working hours, including evenings and weekends. We agree and test your routing, approved answers and booking availability before activation. It cannot guarantee that every call succeeds or replace emergency assistance.
Can it handle multiple calls at once?
We check and test simultaneous-call handling for your proposed phone setup before activation. The practical capacity depends on the calling platform and routing, so we confirm the arrangement around the call volume you expect. We do not promise unlimited simultaneous calls.
Can the AI receptionist put a caller straight through to me?
The current human-help route is a callback request, rather than an immediate live transfer. The caller’s details and reason reach the agreed owner route. You decide how and when to respond; no callback time is promised unless we have agreed it with you.
How are appointments booked?
We agree the appointment types and calendar. Customers can book through a phone or booking-link route we set up and test for you, using available slots. Sending a booking link is not a confirmed appointment. Confirmations and reminders are included at every Cold to Closed level; you keep availability current and attend the appointments.
Which calendars can it work with?
Google Calendar, Microsoft 365 and Outlook.com are supported connection options. We check your account, booking calendar and busy-time settings, then test that availability and bookings behave as agreed. Other booking systems need a separate compatibility check; connecting a calendar alone does not prove the complete booking route works.
What happens when the AI cannot answer?
It uses the information you approve rather than making up technical advice or prices. Questions outside that scope are passed on as an enquiry or callback request through the agreed route. You remain responsible for specialist advice and customer decisions.
Can I keep my existing business number?
We check the routing available with your current provider before agreeing the setup. Forwarding may be suitable; keeping the same incoming route is not assumed until it has been tested. You know what will change before anything is switched on.
Agree the greeting and how customer information is handled.
Will customers know they are speaking to AI?
You choose whether the opening greeting explicitly introduces it as an AI receptionist. If the greeting does not say so, some callers may not realise unless they ask. We agree the name, greeting and tone with you before activation. It must still answer honestly if a caller asks whether it is AI. The greeting choice is separate from any caller information needed for the way calls and data are handled.
Are call recordings and transcripts stored?
The calling platform can store recordings, transcripts and summaries, with enquiry details saved to the customer record. Before activation, we agree what is collected, who can access it, how long it is kept and the caller information needed for your setup. Turning off audio recording does not by itself mean that no call data is stored.
Know the terms before you commit.
What is included in the monthly price?
The agreed service and ongoing management. Cold to Closed has the same features at all three levels: £495 includes 200 voice minutes, 500 SMS/WhatsApp units, 500 emails and 1 UK mobile number; £745 includes 500 voice minutes, 1,250 SMS/WhatsApp units, 1,500 emails and 3 UK mobile numbers; £995 includes 1,000 voice minutes, 2,500 SMS/WhatsApp units, 5,000 emails and 5 UK mobile numbers. All outgoing messages count, including review requests, reminders, follow-up, AI replies and owner alerts. Allowances are monthly and shared across your account, numbers and connected channels. One messaging unit is one billed SMS segment or WhatsApp message; successfully delivered WhatsApp service messages also count when the provider gives a free allowance. A long text can use more than one unit. Unbilled failed sends do not count; separately billed retries do. Native chatbots have no separate reply quota, subject to provider fair use; SMS, WhatsApp and email delivery still uses the relevant allowance.
How do higher-usage plans differ?
Moving from £495 to £745 adds £250 per month and gives you 2.5 times the voice and messaging capacity, and 3 times the email allowance. Moving from £745 to £995 adds another £250 per month and gives you 2 times the voice and messaging capacity, with the email allowance increasing from 1,500 to 5,000. Features and ongoing management stay the same. If you need more capacity, we agree a higher-usage plan with you. No usage top-ups, pay-per-use extras or automatic upgrades. We confirm reset dates, upgrade timing and how enquiries are handled at a limit before starting. Capacity above the highest standard plan is agreed separately.
Is there a setup fee?
£1,000 setup fee — currently waived. Website & Reputation has no setup fee. We confirm the agreed terms before you commit. The current waiver also covers moving to a higher plan. Any future setup charge is agreed before a new agreement; there is no retrospective charge.
When do I pay, and what if setup is delayed?
The first paid month is taken when we sign the paid-service agreement. That date becomes your monthly billing date; monthly service is paid in advance. If your agreed service is not live within 14 days because of a delay at my end, I refund your first month’s service fee.
Can I cancel?
Yes, with 14 days’ notice, with no minimum term or exit fee for the standard monthly service. Your service continues during notice. Unused prepaid days after your end date are refunded; if a payment falls due during notice, you pay only for the remaining days.
Who owns the website if I leave?
You do. A website I deliver belongs to you, as does an existing site you already own. Your domain, supplied assets, Google profile and reviews remain yours too. Hosting for a new build is included during the service; we agree the practical hosting and handover arrangements if you leave. There is no website buyout fee.
A clear setup and a named person to deal with.
How long does it take to set up?
We agree the timetable after checking your package, account access, business information and any phone or calendar connections. There is no single setup time that fits every business. Calls and connected channels go live after the agreed checks. If your agreed service is not live within 14 days because of a delay at my end, I refund your first month’s service fee.
How long does a demo call last?
The call you can book here is a ten-minute introductory chat with me, rather than a live call with the AI receptionist. A separate real recorded AI sample is planned after our remaining tests; its running time and transcript will be shown with the player when it is available. Book an introductory call.
Is there a free trial?
Website & Reputation has an agreed 14-day review-management trial and website preview. The trial starts when the agreed review work is ready. You choose whether to continue at £195/month. Completed profile work and published reviews remain if you stop; the preview is not a free live website or ongoing hosting. Cold to Closed is not included in this trial.
Are advertising and ad spend included?
Advertising creation and management are quoted separately. Your agreed media budget is paid directly to Meta through your own account. We assess whether more enquiries would help and whether you have room for the work before recommending advertising.
Do you guarantee more jobs or revenue?
No. I commit to the agreed work and service, rather than a number of enquiries, bookings, jobs or a return. Results depend on your demand, capacity, prices, customer response and other factors. We assess whether the service makes sense for your business before recommending it.
What do you need from me?
Your services, approved business information and photos, access to the relevant business accounts, booking availability and a named person for enquiries needing human help. You connect your accounts and approve the scope. You keep availability and job/quote outcomes current and deliver the work.
What happens if something needs updating?
Send me the details. Normal website updates, new pages and ongoing improvements are included; a later full redesign or second website is quoted separately. For reception or chat, we agree and test changes to the business information, greeting or booking rules before using them. I reply within one working day, Monday to Friday, and confirm the work needed and timing; that reply target is not a promise to complete every change in one day.
What support do I get?
You deal directly with MacKenzie. I reply within one working day, Monday to Friday. Cold to Closed also includes a checkpoint every fortnight, by call or written update. Automated handling outside business hours does not mean round-the-clock personal support.
Let's have a chat.
Send me a quick email, even if you're not sure what you need yet. I'll help you work out the next step.
Prefer to talk? Book a ten-minute call with me.