{"id":272,"date":"2021-06-21T14:12:45","date_gmt":"2021-06-21T04:12:45","guid":{"rendered":"https:\/\/live-office-hq.pantheonsite.io\/?page_id=272"},"modified":"2026-10-20T03:40:15","modified_gmt":"2026-10-20T10:40:15","slug":"faqs","status":"publish","type":"page","link":"https:\/\/www.receptionhq.com\/faqs\/","title":{"rendered":"FAQs"},"content":{"rendered":"\n
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Frequently asked questions \u2013 how can we help you?<\/h1>\n\n\n\n

Find answers to common questions using the search bar or browse all FAQs below. Can\u2019t find what you need? Our customer service<\/a> team members are ready to assist.<\/p>\n\n\n\n

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General FAQs<\/a><\/div>\n\n\n\n
Live Call Answering FAQs<\/a><\/div>\n\n\n\n
AI Call Answering FAQs<\/a><\/div>\n\n\n\n
Call Routing & Phone Number FAQs<\/a><\/div>\n\n\n\n
Virtual Address FAQs<\/a><\/div>\n\n\n\n
Support FAQs<\/a><\/div>\n<\/div>\n\n\n\n
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General FAQs<\/h4>\n\n\n
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\n\t \tHow do virtual answering services work?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Having a virtual answering service is easy! With ReceptionHQ, an experienced and friendly remote receptionist answers your business calls and politely greets your callers based on your script. Our virtual receptionists can screen calls and handle them however you prefer. A live receptionist will call you to announce who is calling and about what, and then transfer the call to you to accept. However, if you\u2019re busy, the live receptionist will take a message and send you a notification by text or email.<\/p>\n Read more.<\/a>\n \t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tWhat sort of clients does ReceptionHQ service?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Our US answering service clients range from small businesses to large enterprises. This includes corporate organizations, attorneys and law firms, medical centers and healthcare practitioners, accountants, real estate and property management agencies, IT companies, start-ups, franchises, contractors and home service providers, skilled trades and much more.<\/p>\n <\/a>\n \t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tDo you provide international services?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes, in addition to the United States and Canada, we offer virtual reception services and other business solutions in Australia, New Zealand and the United Kingdom.\u00a0We also service some parts of Europe.<\/p>\n\n\n\n

Please contact us<\/a> for more information on our international services.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tHow long has ReceptionHQ been helping US businesses connect with customers?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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ReceptionHQ’s operations launched in the United States in 2007 and we’ve been helping US businesses thrive ever since! That was four years after parent company OfficeHQ was founded in Australia and our operations have since expanded into the United Kingdom in 2011 and New Zealand in 2018. <\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t<\/div>\n\n<\/div>\n\n<\/div><\/div>\n\n\n\n

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Live Call Answering Service FAQs<\/h4>\n\n\n
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\n\t \tWhy should I get a live call answering service?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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At ReceptionHQ we\u00a0make it easy to connect you with your customers by answering your calls when you aren\u2019t available.<\/span><\/p>\n

Many callers hang up when their call goes to voicemail, so you can miss out on vital conversations or leads.\u00a0 Ensuring your calls are answered by a live person, increases customer satisfaction, builds loyalty and improves your opportunity to create a rapport and obtain caller information.<\/p>\n

Live call answering also allows you to screen calls, as you can advise your receptionist to transfer or take messages for only those call types you wish to receive.\u00a0 Once answered, you can see each message as it’s taken and prioritize who you will call back first.<\/p>\n

Live call answering increases revenue through better customer connections, reduces costs as you’re not paying for a full time receptionist and helps you to be more efficient with your time.<\/p>\n

Using ReceptionHQ’s answering services means you have an experienced and personable receptionist with exceptional customer service skills interacting with your callers, all while costing significantly less than a full-time receptionist.<\/p>\n\n\n

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\n\t \tWhat types of answering services does ReceptionHQ offer?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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At ReceptionHQ, we offer a variety of answering services to suit the needs of businesses of any size, from a small business to a large corporation.\u00a0 Whether you require a virtual receptionist, assistant or corporate services, our friendly virtual receptionists are ready to assist.<\/p>\n Read more.<\/a>\n \t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tWhere is ReceptionHQ based?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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ReceptionHQ’s US headquarters, primary reception operations and customer service team are based in Phoenix, AZ<\/a>. We’ve been providing 24\/7 virtual reception services to US businesses since 2007.<\/p>\n\n\n\n

Our US-based receptionists located in Arizona<\/a>, Florida<\/a>, North Carolina<\/a> and Missouri<\/a> are available to answer your calls during core hours 7 days a week.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tCan your receptionists answer the calls I am missing when I am on another call?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes, our receptionist can answer calls you’d usually miss.\u00a0 You may be on another call or simply unable to answer because you’re busy at the time. Our receptionists will take a detailed message and send to you instantly by email or SMS. Every call diverted to ReceptionHQ will be answered \u2013 no matter what your circumstances are at the time of the call.<\/p>\n

Many clients who subscribe to our service are surprised when they learn how many calls they’d been missing prior to having their calls answered by ReceptionHQ.<\/p>\n

This can provide an edge over your competitors, with great communication helping you to stand out.\u00a0 ReceptionHQ combines the best receptionists in the USA with cutting-edge technology to make your customers feel valued, understood and important.\u00a0 Our extensive professional answering service experience allows us to provide high-quality and innovative features which utilize the latest technology solutions.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tAre you able to answer just some of our calls?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes. This is referred to as “call overflow”.<\/p>\n

A lot of companies require their phone calls to be answered only when they are unable to take the call themselves. For example, if you’re away from the office or your in-house receptionist is at lunch, on vacation, or busy on another call and you have multiple calls coming in at the one time.<\/p>\n

You can set your business phone number to divert (to the unique local phone number we allocate your business during the free trial setup process) only when the phone rings for more than a specified period (such as after 5 rings) or if your line is busy.<\/p>\n

In such instances, our receptionists will then answer the phone as if we were in your office. You’re always in control and can relax knowing there’s always someone available to answer your calls.<\/p>\n\n\n

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\n\t \tDo you offer a 24\/7 live call answering service?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 Our receptionists are always on call and all ReceptionHQ plans include 24\/7 live call answering as standard.\u00a0 Having a 24-hour answering service helps ensure important calls, opportunities and potential leads are captured, at any time of day or night.<\/p>\n

An after-hours surcharge applies to calls answered outside core business hours (5am-7pm MST, Monday-Friday), except during a free trial<\/a>.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tDo you offer live call answering services in Spanish?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 Spanish bilingual service is included with every account at no additional cost.\u00a0 Whether Spanish-speaking callers are common or occasional to your business, we provide customizable options free of charge to ensure exceptional experiences for your Spanish and English-speaking callers.<\/p>\n

We have US-based bilingual receptionists available 7 days a week from 5am to 7pm MST, with the exception of Thanksgiving, Christmas Day and New Year’s Day.\u00a0 After-hours surcharges apply to bilingual call answering on weekends and federal holidays.<\/p>\n\n\n

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\n\t \tAre calls answered within the United States?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 Your calls are handled by our US-based reception team across Arizona<\/a>, Florida<\/a>, North Carolina<\/a> and Missouri<\/a> between 5am and 7pm MST every day, ensuring your customers experience professional American voices representing your brand across core business hours.\u00a0 An after-hours surcharge applies to calls outside 5am-7pm Monday to Friday or on a US Federal Holiday. US-based receptionists are still available to answer calls between 5am and 7pm MST Saturday and Sunday. However, overnight calls are handled by our equally skilled, English-speaking team in Australia \u2013 trained to the same high standards and delivering the same quality of service around the clock. <\/p>\n Read more.<\/a>\n \t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tCan I sign-up for short-term call answering, for example a day, week or month?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes, you are able to use our service for an hour, a day, a week, whenever you need our assistance. Many clients use our live call answering for short-term needs, for example, when their own in-house receptionist is at lunch, sick or on vacation.\u00a0 Some clients use the service during their busy periods only, as call overflow or for campaigns.\u00a0 Our live call answering service<\/a> is like having a casual receptionist who is always available.\u00a0 It’s reliable and risk-free, as you only pay for what you use.<\/p>\n

If you prefer to use our service seasonally, you can take advantage of our pause package.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tWhat is the ReceptionistPlus service?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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ReceptionistPlus<\/a> is a live call answering service where a friendly, professional receptionist answers your phone and handles your calls exactly as you require.\u00a0 You may instruct our receptionist to take messages for one or more separate staff members or departments, transfer calls based on availability or provide basic information about your business.\u00a0 Just like having your own in-house receptionist, but without the cost.\u00a0 To your callers, they will feel as though they are speaking to someone sitting in your office.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tWhat’s the difference between ReceptionistPlus and MessageExpress?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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The MessageExpress service<\/a> works best for those clients who just need messages taken for one person or team.\u00a0 The receptionist will answer with a greeting such as “Good morning,\u00a0 [your business name].\u00a0 May I take your message please?” Messages can be instantly sent by email or SMS, however call transfers are not available on this service.\u00a0 On the MessageExpress service, receptionists are focused primarily on message taking, so are unable to provide general business information to callers.<\/p>\n

The ReceptionistPlus service<\/a> offers more flexibility and customization so we can give the impression we are part of your business.\u00a0 It’s designed for those clients who would like to provide a more personal touch.\u00a0 When subscribing to the ReceptionistPlus service, you’ll receive a fully customized greeting, the ability to take different messages or make transfer calls to different people or departments in your organization, plus receptionists can answer basic questions about your business, such as the location, your website URL, what your business does and when calls might be returned.<\/p>\n

Many of our clients appreciate the personal touch that comes with having our live receptionist service team answer every call with their preferred professional greeting.\u00a0 Custom greetings with your provided script helps provide a seamless caller experience.\u00a0 It\u2019s also possible to have tailored on-hold messages which take the customer experience to the next level.<\/p>\n

If you’re not sure which service is best for you, please speak to our friendly consultants<\/a> or sign up for a free trial<\/a> of our ReceptionistPlus service so you can test it out.\u00a0 Once you subscribe, you can change between package types whenever it suits your business. No penalties apply.<\/p>\n\n\n

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\n\t \tAre you able to book appointments for us?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes, we have a dedicated team of highly experienced receptionists who can book appointments for you. The MyDiary service<\/a> is ideal for professionals who depend on appointments being made and managed while they are focused on their clients.\u00a0 Our receptionists can schedule and reschedule appointments, manage cancellations and even take payments in your preferred software.\u00a0 We support a large number of third-party appointment booking tools and CRMs<\/a>.\u00a0 Please contact us<\/a> for more information.<\/p>\n\n\n

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\n\t \tCan you transfer calls to me or a staff member?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes, we are able to transfer calls to any staff member on any phone (landline or cell).\u00a0 With our innovative software, we can record availability preferences for each staff member and only transfer when requested.\u00a0 Individual details can be updated at any time via our online client portal.<\/p>\n

We pride ourselves in offering ‘warm transfers’, that is, callers are always announced to you before the transfer takes place.\u00a0 If you\u2019re unavailable, or if you don\u2019t answer the call, our receptionist will go back to your caller, let them know you\u2019re unavailable, take a message then forward it to you.<\/p>\n

We do not blind transfer calls (transfer unannounced) unless you request this.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tCan you just take messages?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 We can answer your calls and advise your callers you are in a meeting, traveling or with a client – you choose.\u00a0 Our receptionists can then take a detailed message with the information you require and forward this message to you by email or SMS instantly so that you can return the call in your own time.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tIs there a contract or lengthy agreement?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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No, there’s no long-term contracts or cancellation fees.\u00a0 ReceptionHQ offers month-to-month subscriptions for our virtual reception services, which can be canceled by letting us know at least three days prior to your subscription renewal date.<\/p>\n

This means total flexibility in how you use our call answering services and you always have complete control.\u00a0 We take pride in retaining your business month after month by delivering exceptional service.<\/p>\n\n\n

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\n\t \tCan we list multiple staff members with individual message preferences?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 Each staff member and\/or department can set their own availability status and decide whether to have their calls transferred or a message taken.\u00a0 All settings can be updated individually and instantly via the ReceptionHQ client portal.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tCan your receptionists answer questions from callers?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.  We are able to answer basic questions such as your location, directions to premises, fax number, website, pricing and other general questions. Depending on your plan, you can provide us with detailed call scripts or answers to FAQs to assist your callers.  Just let us know your needs and we’ll set up your account according to your preferred process.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tIs it possible to update settings and handle contact management in real time?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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You can notify our live answering service online in real-time with our online client portal to notify us of your greeting, call, transfer and message preferences.<\/p>\n

Unavailable to take calls? Just quickly update your status and we\u2019ll take messages for you, exactly as an in-house receptionist would do.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tAre there any set up fees?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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There are no set up fees for the ReceptionistPlus and MessageExpress services – you can start using these services immediately.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tCan I sign up for a live call answering service only?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Yes.\u00a0 You can subscribe just to live call answering<\/a> plan or you can bundle with a phone number<\/a>, IVR<\/a> or virtual address<\/a> service.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tWhen can I start using the call answering service and how long does it take to set up?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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You can get set up in a matter of minutes, using your preferred and distinct greeting.\u00a0 For a MessageExpress<\/a> or ReceptionistPlus<\/a> service, you can start using the service almost instantly. Simply create and activate an account yourself, using the free trial<\/a> webform, or have our customer service team<\/a> do this for you.\u00a0 Either way, it only takes a few minutes to get started. Once set up, you can immediately direct or divert your calls to ReceptionHQ and we will answer your calls to your specific requirements.<\/p>\n

If you’re interested in a MyAssistant<\/a> or MyDiary<\/a> plan, a short setup may be required, depending on complexity, to train our receptionists on your preferred software, business information or webforms.\u00a0 Please contact us<\/a> to find out more.<\/p>\n\t\t <\/div>\n\t \t<\/div>\n <\/article>\n \n \n \t

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\n\t \tHow do I forward my calls to ReceptionHQ?\t \t <\/i>\n <\/i>\n\t <\/h5>\n\t <\/div>\n\t
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Forwarding your business phone calls to ReceptionHQ is easy. To have our team of virtual receptionists answer your calls, simply:<\/p>\n\n\n\n

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  1. Decide whether you wish to forward calls immediately to ReceptionHQ (the best solution for most businesses) or have delayed call forwarding.<\/li>\n\n\n\n
  2. Identify the call forwarding codes for your telecommunications provider. Most providers publish these codes on their websites.<\/li>\n\n\n\n
  3. Use the codes to enable call forwarding to the local or toll-free number you choose to have allocated to you (aka your Assigned DID).<\/li>\n<\/ol>\n\n\n\n

    For more information, check out our article Forwarding Your Business Calls to ReceptionHQ\u2019s Reception Team<\/a>, which outlines:<\/p>\n\n\n\n