Answering service FAQ: Questions, answered.

Yes. Call Sure is an AI receptionist and phone answering service for Australian businesses. It answers your business line 24/7, after hours included, takes messages with a summary and transcript, and does warm transfers, so you decide before you pick up.

Usually the same day. Sign up, tell your assistant about your business, add your team, then forward your line. We confirm your number and your team's phones with a quick code call and test your forwarding, and you are live.

Yes. Call 07 3608 1800 and talk to our own receptionist, which runs on Call Sure. Then start a free trial (14 days or 60 minutes of calls, whichever comes first, no card), or book a demo and we will walk you through it.

The phone number your customers call, and a way to change its call forwarding (usually a short code you dial, or your phone provider's app). The mobile numbers of anyone who should take calls. And ten minutes to tell your assistant about your business. No card for the free trial.

No. It speaks in a natural voice, in short, friendly sentences, and callers can interrupt it just as they would a person. You choose the voice and its speed, and can listen to each one before you pick.

You brief it on the Assistant page like a new receptionist: what you do, where you work, your prices, and what to say in common situations. It answers from that. If a caller asks something you haven't covered, it doesn't guess: it offers to take a message or put them through.

English.

It works with any phone line by forwarding, and emails a summary of each call to any inbox you choose, including a shared one. It can't see your diary, customer records or booking system yet, so it takes a clear message or puts the caller through to someone who can check. For enterprise clients, custom connections to your systems are scoped on request and agreed in writing.

Once your assistant has the caller's name and reason, it puts them on hold and rings the right person on your team. Their phone rings once and they privately hear who is calling and why. They say yes or press 1 to take the call, or say no or press 2 and the caller goes back to your assistant to leave a message.

Say no, press 2, or just don't answer. The caller goes back to your assistant, which picks up where it left off and takes a message. The same happens if your line is busy.

When your voicemail answers, the transfer counts as missed and the caller goes back to your assistant. If it isn't clear whether a person or a voicemail answered, you have to press 1 to take the call, which a voicemail greeting can't do.

The people you add on the Team page, each with their role or department. Callers reach someone by name or by what they need, and you can mark one person "takes other calls" for anything else. Only team members who are switched on, and whose phone has been confirmed, are rung.

Your assistant still answers, day and night, weekends included. Outside the hours you set, nobody's phone rings: it takes a proper message instead, ready for you in the morning.

Straight into your dashboard, with the caller's name, number, message, a short summary and the full transcript, plus a button to call them back. We also email a summary of every call to you, and anyone on your team you choose.

You will see it. Every call has a summary and the full transcript, so you know exactly what was said. Press "Report a problem" on any call and we will look into it and tell you what we changed. You can also update what your assistant knows at any time, and it applies from the next call.

Yes. Most businesses forward their existing number to us, so nothing changes for your customers and you still make calls as you do now. You can also get a new local number, or move your number over to us completely.

We give you a Call Sure number to forward your business line to. You set the forwarding on your phone, usually by dialling a short code we show you, then press "Test my forwarding": we ring your line and check the call reaches your assistant. Your assistant starts answering once the test passes.

Your choice. Forward every call and your assistant answers them all. Or forward only when you are busy, don't answer or have no signal: your phone rings first, and your assistant picks up the calls you miss.

To check the number is really yours before we connect it, and the same for each team member's phone before a transfer can ring it. We call, read out a 6-digit code, and you type it in. It takes a minute.

Yes. You can forward several of your lines, such as a landline and a mobile, to your one Call Sure number. Each one is confirmed with a code call first.

Yes. Pick a new local 02, 03, 07 or 08 number, which needs your business details checked first, as Australian rules require (usually 1 to 3 business days). Or move your number to us completely: a mobile usually takes about a week, and a landline, 13, 1300 or 1800 number can take up to about six weeks. You can forward in the meantime.

No. Monthly plans run month to month. Cancel from your account any time and your plan runs to the end of the period you have paid for. Upgrade straight away, or move to a smaller plan at your next renewal.

Each call counts its length, rounded up to the next minute, including time spent on a transfer. Your plan's minutes reset every month, and extra minutes are charged at your plan's rate. Set a spending limit and you are never charged past it: once it is reached, your assistant keeps answering and taking short messages, but doesn't put calls through for the rest of the billing period. Those calls aren't charged. In the rare case they add up to a lot of minutes, your calls go straight to your first team member during business hours instead, so nobody is left unanswered.

14 days or 60 minutes of calls, whichever runs out first, with everything in Business, with no card needed. It is one trial per business. Choose a plan at any time to keep going on the same number.

Pay for the year up front and get 2 months free compared with paying monthly. Your minutes still reset every month, and any extra minutes are billed after the month they are used in.

No. Prices are in Australian dollars and exclude GST, which is added at 10%. The price including GST is shown under each plan.

By card. You add it when you choose a plan, not when you sign up. Plans are billed in advance, and extra minutes are added to a later invoice. Invoices are in your account.

Yes, from your account. An upgrade starts straight away and you only pay the difference for the rest of the period. A smaller plan starts at your next renewal. If it allows fewer team members, the extra people are switched off, never deleted.

Call records, transcripts and recordings are stored in Australia, and your callers' data is never used to train AI models. Caller details, messages and transcripts are removed after 12 months by default. Live speech, call logs and alert emails are handled by our providers, some overseas, as our Privacy Policy explains.

If you want them to be. Recording is off unless you switch it on, either for the conversation with the assistant or for the whole call. Callers are told the call is recorded before recording starts, and recordings are deleted after 90 days.

That is up to you. New accounts start with "tell callers up front" on, so it introduces itself as your virtual receptionist, and you can switch that off. Either way, if a caller asks, it says it is a virtual receptionist and never pretends to be a person.

Only the people with a login to your business's account. Each business can only ever see its own calls. A small number of our own staff can access calls when they need to, to support you, fix a problem or run the service.

Every client account uses two-step sign-in: your password plus a code from an authenticator app on your phone. Information is encrypted when it travels over the internet, and recordings are kept in private, encrypted storage.

For organisations that need dedicated infrastructure, we can run a private AI model for your business on our own servers in Australia, set up on request and tailored to how you work. Talk to us about what you need.

Not as a standard feature. For enterprise clients we can scope and build a connection to your systems, such as checking stock or the status of a job, on request and agreed in writing before any work starts.

As custom work, yes: an AI model trained on your business's own information and used only for you. It is scoped for your business on request and agreed in writing, and your information is never shared or used for anyone else.

It is quoted for your business once we know what you need. Talk to us and we will scope it with you.