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

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.

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

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.

How do you measure the usage on SMS conversations?

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

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

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

Can I change my plan at a later stage?

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

Do you support any languages other than English?

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.

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

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.

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

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.

Member dashboard

You member dashboard is where you will find all the information about your service. To login to your member dashboard, go to the home page (www.tradiepal.ai) and click on login button on the top right hand corner. If you are already logged in, you will see a link to the dashboard.

When you login, you are taken to the main dashboard. This is where you see your service details such as your current plan, your service number, and your usage for the current billing period. There is also an Upgrade button if you wish to upgrade or downgrade your subscription plan.

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Usage

If you click on the “Usage” link from the menu on the left, you will be taken to the usage screen. This is where you can see details of all the calls and text conversations that your receptionist has handled. It shows the date and time, the caller name if available, phone number, reason for call, complete transcript, call summary, call category (one of business, personal, or spam). You have the option to filter your calls by the call category. This is handy, if you only want to see business calls. There is an option to switch between call records and SMS records by clicking on the button at the top of the table, as highlighted in the screen shot.

By default, you will be shown the usage for the current month. You can switch to a different month by selecting the period from the drop down menu as shown below. You can check call records for the past three months.

Payment

When you click on Payments, you will see two buttons - "View Payment Details" and "Cancel Subscription". View Payment Details let's you update your payment information such as add a new card, update existing card, download invoices. Follow the steps provided to update your credit card information or switch to a different payment method if you wish to do so. We support a number of different payment options and credit cards. You can also update your billing information and download past invoices.

The Cancel Subscription button let's you cancel your Tradie Pal subscription. If you cancel your plan, you will be billed for the current billing period and your subscription will not renew at the end of the current billing period. Also note that once your plan is cancelled, your service number if released and you will not have access to it anymore. If you re-activate your subscription at a later date, you will be assigned a new service number.

Change Plans

If you wish to switch plans, you can select “Plans” from the menu. This page allows you to upgrade or downgrade your plan.

Settings

This is where you can change any information that you entered during the sign-up process. When you select “Settings” from the menu, you will see all the information that is currently setup for your account. Profile Settings include general settings and service related settings.

General settings include your name (First name, Last name, profile picture, phone number, and password).

To change this information, simply update the specific information that you wish to change and click on "Save Profile". The phone number is your registered mobile phone. In order to change your mobile phone number, it needs to be verified first by clicking the "GET OTP" button. A one time passcode will be sent to your device to verify your new mobile phone number. Once its verified, you can save your profile. Your new number will be used for all future communications.

Service settings include all the service related details:

Welcome greeting

Agent

This is the greeting that your receptionist will greet all callers with when they answer an inbound call. You can change this to make it relevant for your business. Some examples include:

“Thanks for calling John’s plumbing service. How can I help you?”
“Welcome to Greg’s Electrical Supplies. How may I help you today?”
“Thanks for calling Bill’s Gardening Services. How may I assist you?”

Feel free to set a welcome greeting that is appropriate for your business and how you want to handle incoming calls.

This is your receptionist. You can change your receptionist if you wish. We have six receptionists (three male and three female) that you can choose from. You have the option to hear them speak before you select them. All receptionist are multilingual and can perform the same set of skills.

Spam filter

Tradie Pal agents are trained to identify marketing and robocalls. If you turn this setting on, your receptionist will not send you an SMS notification when they answer a spam call. This ensures you don’t get spammed with an SMS each time your agent answers such calls. Note, the calls are still recorded and the call details are stored in your member dashboard and available in the “Usage” section.

Language selection

Your receptionist is fluent in 12 languages: English, Spanish, Mandarin, Cantonese, Hindi, French, German, Greek, Russian, Italian, Indonesian, and Serbian. This setting decides the language in which you will receive SMS notifications from your receptionist. The default language is English. If you wish to receive notifications from your receptionist in a different language, you can change it here.

Business information

This is the most important setting and it will decide how well your receptionist can handle inbound calls and text messages. In this section, you must include information about the commonly asked questions about your business. All the information you enter in this setting will be memorised by your receptionist. They will use this information to respond to queries. If you entered your website address during the sign-up process, we may have tried to scan your website and summarise information here in a format that is appropriate for your receptionist to understand. If you see information in this section, you must make sure it is relevant and up-to-date. You can also add more information that is not present on your website. Include the information that you want your callers frequently ask when they call you. Break up the information into sections to make it easy for the receptionist to understand it. The information must be clearly stated so your receptionist can understand it and use it effectively. You can use a maximum of 1000 words in this section. Here are a few examples on how to complete this section for your reference. Note the use of double hashes (##) to start a new section. You must follow this convention so that your smart receptionist can easily digest all the information provided.

Example 1: John Citizen - Licensed roof plumber

## General guidance

John Citizen is a licensed roof plumber. He does residential and commercial work. Services include - drainage, fire protection, gas fitting, irrigation, refrigerated air-conditioning, roofing (storm water ), sanitary, water supply. John works from Monday to Friday from 8am to 4pm and on Saturdays from 8am to 1pm. John charges $150 for a visit and it includes 15 minutes of work. Additional time will be billed separately. If you have an urgent plumbing issue, John can do after hours visits. He charges $250 for an after hours visit. John can handle all roof plumbing jobs - big or small. John works in the Northern suburbs of Sydney.

## Booking appointments

- If they have a general plumbing issue, offer to book an appointment.

- If they book for a time that is seven days in the future, you can confirm the booking and ask for their address. Let them know that John will follow up with a text message.

- If they have an urgent plumbing matter that requires immediate attention, then take down their details but do not confirm the booking.

He will typically get back to you within a few hours and confirm the booking.

Example 2: Sam Smith - Roof supplies

## General guidance

Sam supplies and installs transparent roofs for decks and pergolas. He supplies different brands - Laserlite, Palram, and Solasafe. Laserlite has a good UV rating of 80% and heat transmission of 50%, Palram has a UV rating of 70% and heat transmission of 75%, and Solasafe has the highest UV rating og 90% and a heat transmission rate of 60%. All the brands have different colours with the transparent being the most popular. We can cut the roofs to a specific size as per your requirement.

Depending on the material selected, we have different styles that can be used. The slope of the roof also depends on the roof material. Laserlite can support a more horizontal structure with a three degree slope, whereas Palram and Solasafe need a seven degree slope.

If you want us to install the roof, we can do that based on our availability. A standard pergola installation can take two weeks. If you have an existing pergola and just want the roof to be installed, then the installation time will be one week.

Pricing for the roof depends on the brand. Laserlite roof cost $150 per 200mm roof, Palram cost $125 per 200mm roof, and Solasafe costs $175 per 200mm roof. We do offer volume discounts for orders larger than hundred

Call forward settings

This is the setting that decides if your receptionist will forward calls to your mobile. There are three different rules provided - forward calls if caller asks, forward urgent calls, do not forward calls.

Forward if caller asks: This rule would mean that your receptionist will do their best to answer questions from callers. If they are unable to provide an answer or if the caller requests to speak with you, they will forward the call to you.

Forward urgent calls: This rule means that your receptionist will only forward urgent calls to you. Your receptionist will determine if a call is urgent or not based on the situation and then decide whether to forward the call. If they decide not to forward the call, they will note down the details and send you and instant SMS.

Do not forward calls: In this mode, the receptionist will never forward the call to your mobile. No matter how urgent the matter is, they will not forward the call to your mobile. They will note down the details, inform the caller that your are not available at the moment and send you an instant SMS for your reference.

You have the option to include up to three rules to cover different time periods. For example, you can set “Forward urgent calls” on Monday, Tuesday and Wednesday from 8am to 3pm, then set “Forward if caller asks” on Thursday and Friday from 8am to 3pm, and finally “Do not forward” at all other times as shown in the example below. Custom schedule gives you complete flexibility to define the call forwarding rules based on your schedule and availability.

Note that if you add rules that have overlapping times, the highest priority rule will be applied.

If you are using your mobile phone as the main business line and Tradie Pal as a backup service to answer missed calls (Modes of Operation - Option 2), you must set the call forwarding rule to - "Do not forward" all the time.