Question 1

What happens if I exceed the number of calls or texts within a plan

Accepted Answer

You will be billed for the additional calls at a standard price of $0.50/call. For example, let's say you have subscribed to a Silver plan that includes 100 calls for each billing period. For a given billing period, if Tradie Pal agents answer 125 calls, the additional 25 calls will be billed at $0.50/call and a total of $12.50 will be added to your monthly bill. The same applies to SMS conversations.

Question 2

Can I keep my mobile number as the main number and still use Tradie Pal agents to answer calls?

Accepted Answer

As part of your Tradie Pal subscription you are assigned a unique phone number. This is the number that your Tradie Pal receptionist will answer 24/7. However, if you mobile number is important and you want to keep that as your main business number, you can do that. You will have to setup conditional call forwarding on your mobile phone. Conditional call forwarding allows customers to call your existing mobile number and if you are not able to answer the call, it will forward the call to your Tradie Pal receptionist. To setup conditional call forwarding, you can follow the instructions listed here, or watch this how-to video. Our team will also be happy to help you setup call forwarding. Contact us at support@tradiepal.ai with your subscription details.

Question 3

How do you measure the usage on SMS conversations?

Accepted Answer

For billing purposes, all SMS messages exchanged within a 30-minute window with the same recepient are grouped as a single SMS conversation.

Question 4

Can I change my details once I have entered them during the onboarding process?

Accepted Answer

Yes, you can update your business information anytime by logging into your account and selecting "Update information" from the dashboard.

Question 5

Can I change my plan at a later stage?

Accepted Answer

Yes, you can switch plans any time after your have signed up. Simply login to your account and select "Payments".

Question 6

Do you support any languages other than English?

Accepted Answer

Tradie Pal agents are trained in 12 languages. If you wish to receive updates in a different language, you can set it up from the member dashboard. You need to select "Settings" from the left hand menu and change the language preference.

Question 7

Can we access call transcripts for the calls that are answered by Tradie Pal

Accepted Answer

Yes, you have access to complete call transcripts. Simply login to your Tradie Pal account and select call details to view the call transcripts for a specific period.

Question 8

I don't like the phone number that's been assigned to me. Can I get a new number?

Accepted Answer

At this stage, it is not possible to change phone numbers that are assigned. We try to acquire numbers that are available at the time you sign-up. If you are after a 1800 (toll free) number, please contact us. We can provision a toll free number usually within seven business days.

Question 9

In the call summary that I received, why is the caller name misspelt?

Accepted Answer

Tradie Pal uses third party speech recognition engines to transcribe the call. Sometimes these engines can transcribe text incorrectly, especially with non-English names. This is why, you see incorrect or misspelt names.

Question 10

How do I forward calls from my landline phone?

Accepted Answer

If you wish to use Tradie Pal with your landline phone, you can do so from the dashboard. Login to your dashboard and select "Setting" from the left hand menu. Scroll down to the bottom and you will see an option for Forwarding Number. You can enter your landline number here along with the area code. Click "Save Profile" to save the changes and now any call escalations will be forwarded to your specified landline.

Question 11

Can I change my welcome greeting and business information after I have completed the sign-up process?

Accepted Answer

Yes, absolutely. You can change all your account settings after your service is active. Simply login to your member dashboard and select Settings from the dashboard.

Question 12

Do you have a mobile app?

Accepted Answer

We don't have a mobile app at this stage. Tradie Pal can be accessed via any web browser on your computer, tablet, or your phone.

Question 13

Can I add two mobile phones to my account

Accepted Answer

At this stage you can only assiciate a single mobile phone with your account.

Question 14

How do you select service numbers to assign to a given account

Accepted Answer

For US customers, we try and provision a service number that has the same area code as the registered mobile phone. For Australian customers, we acquire a mobile phone number that is available at the time the account is provisioned.

Question 15

How do I cancel my subscription

Accepted Answer

You can cancel your subscription by logging into your account and then selecting the Payment link from the dashboard. You will see the "Cancel Subscription" link. Please note that once your subscription is cancelled, your service number is released back to the carrier and you will not have access to that number. If you resubscribe at a later stage, you will be assigned a different service number.

Question 16

How do I forward calls from my mobile phone to Tradie Pal

Accepted Answer

You need to follow instructions to forward calls provided by your mobile phone carrier. We have included call forwarding instructions for major carriers on our website. If your carrier is not listed on our website, please contact support at info@tradiepal.ai with your carrier details and we will assist you with forwarding instructions.

Question 17

What information should I include in the business information section

Accepted Answer

The business information entered is used by Tradie Pal agents when interacting with your callers. You should include information that includes the most frequently asked questions by your clients. This will ensure Tradie Pal agents are able to resolve most of the calls.  We have provided examples for entering business information for different use cases in the business information category in our product documentation. You can use this as reference and follow the same format when entering your business information.

Question 18

My service is not working as expected . What should I do?

Accepted Answer

If you think your service is not working, please contact us at info@tradiepal.ai and include all the details about the issue you are facing and we will address your issue.

Question 19

Can I sign up to multiple subscription plans under my account ?

Accepted Answer

At this stage, you can only sign-up for a single plan within one account. If you wish to subscribe to multiple plans, you will have to create different accounts for each plan.

Question 20

What payment methods are supported?

Accepted Answer

We accept major credit cards.

Question 21

I am changing my mobile phone provider  what do I need to do to make sure my Tradie Pal service keeps working?

Accepted Answer

There are a couple of things to keep in mind when you change providers. If your mobile phone number does not change, you don't have to login to Tradie Pal and change anything within your account.

If your mobile phone number changes then you do need to login to Tradie Pal and from the dashboard, you need to select "Settings" and update your mobile phone number.

Question 22

In which countries do you operate?

Accepted Answer

At this stage, Tradie Pal is available in Australia and USA.

Question 23

Why is my call forwarding settings messed up and not working correctly?

Accepted Answer

If you find that your call forwarding settings are not working as per your setup, please login to the member dashboard and go to settings. Clear all the existing  call forward settings and then add the desired settings. This will fix the issue.

Question 24

What if the plans offered don't suit my business needs?

Accepted Answer

If you want a custom plan, please reach out to us with your requirements. We can tailor a custom plan based on your needs. Send an email to info@tradiepal.ai with the details.

Frequently Asked Questions