Frequently Asked Questions
HelloBack is an AI phone answering service for small and service-based businesses—including trades (plumbers, electricians, builders), clinics (dental, medical, beauty), and salons. It answers calls 24/7, books appointments, captures enquiries, and routes calls automatically. HelloBack is not voicemail, not call forwarding, and not a basic chatbot—it's an intelligent phone agent that understands and acts on every call. Below you'll find answers to common questions about how HelloBack works, pricing, features, and data security.
General
What does HelloBack do?
HelloBack answers calls, understands the caller's request, and takes action such as booking appointments, capturing enquiries, or routing calls. It works 24/7 so you never miss a call.
Is HelloBack an AI voice agent?
Yes. HelloBack uses AI to understand spoken requests and respond naturally. It sounds professional and handles conversations just like a skilled receptionist would.
Does HelloBack replace reception staff?
No. HelloBack is designed to reduce pressure on your team by handling overflow, missed calls, and routine enquiries. Complex matters and personal service remain with your staff.
Who is HelloBack for?
Small and service-based businesses, including trades (plumbers, electricians, builders), clinics (dental, medical, beauty), and any business where answering calls is critical but difficult.
What is a virtual receptionist?
A virtual receptionist is a service that answers your business phone calls remotely, handling tasks like appointment booking, message taking, and call routing without a physical receptionist on site. HelloBack is an AI-powered virtual receptionist that goes further — it takes action on every call automatically, 24/7, at a fraction of the cost of traditional virtual receptionist services. Learn more about HelloBack as a virtual receptionist.
Is HelloBack a telephone answering service?
HelloBack is an AI-powered telephone answering service, but it goes beyond traditional call answering. While traditional telephone answering services rely on human operators who take messages and pass them on later, HelloBack uses AI to answer instantly, book appointments directly, capture structured enquiry data, and route urgent calls — all automatically, 24/7, at a flat monthly rate with no per-call charges. See how HelloBack compares to traditional telephone answering services.
How does HelloBack compare to other AI answering assistants?
HelloBack differentiates itself from other AI answering assistants by focusing specifically on phone calls for small and service-based businesses. Key advantages include: answers within 3 rings with 99.9% uptime, takes action (books appointments, routes calls) rather than just taking messages, customised for specific industries (trades, clinics, salons), integrates with calendars and CRMs, UK GDPR compliant, and offers flat monthly pricing with no per-call fees. Learn more about HelloBack's capabilities.
How long does setup take?
Most businesses are up and running within 5 minutes following a quick onboarding process and simple activation on a phone line.
Pricing
How much does HelloBack cost?
HelloBack offers flexible pricing based on call volume and features. We offer a free trial so you can experience the service before committing. View our pricing page for detailed plan information.
Is there a free trial?
Yes. We offer a free trial with no credit card required. You can test HelloBack with real calls before deciding if it's right for your business.
How do I cancel my subscription?
You can cancel anytime from your account dashboard. There are no long-term contracts or cancellation fees. Your service continues until the end of your billing period.
Are there any hidden fees?
No. Our pricing is transparent. Your monthly fee covers the features in your plan. There are no per-call charges, setup fees, or hidden costs.
Features
Does HelloBack work out of hours?
Yes. HelloBack works 24/7 including evenings, weekends, and bank holidays at no additional cost. Out-of-hours calls are handled with the same quality and speed as daytime calls. HelloBack can assess urgency, route emergencies to on-call staff, book appointments for the next available slot, and capture full details for next-day follow-up. There are no premium after-hours rates — it's all included in your plan. Learn more about out-of-hours call answering.
Can HelloBack book appointments?
Yes. HelloBack integrates with popular calendar systems including Google Calendar, Microsoft Outlook, and industry-specific booking software. It can check availability and book directly.
What accents can HelloBack understand?
HelloBack is trained to understand a wide variety of UK accents and speaking styles. It handles regional accents, varied speech speeds, and background noise effectively.
Can I customise what HelloBack says?
Absolutely. You control your greeting, the questions HelloBack asks, how it handles different situations, and the tone of responses. It sounds like an extension of your business.
Can HelloBack transfer calls to me?
Yes. Call transfer capabilities depend on your selected package. You can set rules for when calls should be transferred—for example, VIP customers, emergencies, or specific request types.
Does HelloBack work with WhatsApp?
HelloBack primarily handles phone calls. WhatsApp and SMS messaging capabilities are available on certain plans. Contact us for details on messaging integration.
Integration
Can HelloBack integrate with my calendar?
Yes. Google Calendar integration is currently active, with support for other calendar platforms coming soon.
Does HelloBack work with my CRM?
Yes, CRM integration is available with certain plans. Contact us for details on supported integrations.
Can HelloBack send me notifications?
Yes. You can receive instant notifications via SMS, email, or push notification when calls come in, appointments are booked, or urgent matters arise.
Security & Privacy
Is my data secure?
Yes. HelloBack uses encryption for all calls and data transmission. We're UK GDPR compliant and follow strict data protection practices. Your data is stored securely and never shared.
Are calls recorded?
Yes. All calls are recorded and subject to a 30-day retention policy, after which they are deleted.
Is HelloBack GDPR compliant?
Yes. HelloBack is fully UK GDPR compliant. We process data lawfully, minimise data collection, and provide full transparency on how data is used. You remain the data controller.
Can I delete my data?
Yes. You can request data deletion by contacting our support team.
Still Have Questions?
Our team is here to help. Get in touch and we'll answer any questions you have about HelloBack.
Ready to Get Started?
Try HelloBack free. No credit card required. See the difference AI phone answering makes.