Plain-language glossary
53 terms you’ll meet in receptionist pricing and contracts, each with a real example from the providers we compare and a question to ask. The provider’s contract controls how it uses each term.
An answering service picks up your line when you can’t and usually takes messages or routes calls. “Virtual receptionist” suggests a fuller front-desk role: greeting, transferring, booking and intake. Providers use both labels loosely.
AskCompare the tasks each plan lists, not the label on the product.
A person answers every call, following a script you agree with the provider. Usually the most flexible option and the most expensive per minute.
In this comparison
AskWhere are the receptionists based, and which hours are staffed for my plan?
A software voice agent answers, follows your instructions, answers routine questions, books appointments and routes calls. Usually priced lower, sometimes with unlimited calls.
In this comparison
AskWhat happens when a caller asks something the AI cannot handle?
A mix of AI and people in one service: AI handles routine calls and selected calls go to a live agent. The bill depends on the share of calls that need a person.
In this comparison
AskBased on my call mix, what share of calls would reach a person, and what does each cost?
Passing a call from an AI agent to a human. The human may be the provider’s staff or your own team, which makes a large difference to cover.
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In the research
AskWho receives escalated calls, and what happens if nobody answers?
You pay for receptionist time, usually as a monthly bundle of minutes. Long calls cost more than short ones.
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AskWhich parts of a call count toward my minutes?
You pay for each call handled, regardless of length, usually as a monthly bundle of calls.
In this comparison
AskWhat counts as a billable call: spam, wrong numbers, hang-ups, transfers?
The minutes or calls included in the monthly fee. Unused allowance usually does not roll over, but check.
In this comparison
AskDoes unused allowance roll over, and what is included per plan?
The rate charged once you go over the allowance. A low monthly fee with a high overage rate can cost more than a bigger plan.
In this comparison
AskWhat is the overage rate on my plan, and is it billed the same way as the allowance?
How call time is measured. Some providers round each call up to the next minute; others bill by the second. For many short calls, rounding can noticeably raise the bill.
Worked example: a 61-second call is 2 minutes when every call rounds up to the next minute, and about 1.02 minutes when billed by the second.
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AskIs each call rounded, and to what increment?
Besides the conversation, a provider may count hold time, transfers, message entry or wrap-up. Two plans with the same minutes can buy very different amounts of talking.
In this comparison
AskDo you bill for after-call work, holds and transfers?
A small or zero monthly fee with every call or minute charged at a fixed rate. Good for low or unpredictable volume.
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AskAt what volume does a bundled plan become cheaper?
One monthly price without a per-call or per-minute charge. Usually offered for AI answering.
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AskIs there a fair-use limit or a different plan for higher volumes?
A provider’s own unit that converts between human and AI time. It cannot be compared directly with another provider’s minute.
In this comparison
AskHow many units would my typical month use?
A one-time charge to configure scripts, numbers and integrations. Some providers state none.
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AskIs there a setup, onboarding or customization fee?
A charge for a task outside the base plan, often per call: booking, extra integrations or outbound calls.
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AskWhich of my tasks are add-ons, and how are they billed?
A feature offered by the provider but only in a higher plan. Your real entry price is the first plan that has everything you need.
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AskWhich plan is the first to include every feature I listed?
In a warm transfer the receptionist introduces the caller before connecting. In a cold (blind) transfer the call is passed straight through.
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AskAre transfers warm or cold, and what happens if the transfer is not answered?
A number or person calls can be sent to. Some plans limit how many destinations are free.
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AskHow many transfer destinations does my plan include?
The receptionist or AI adds, moves or cancels appointments in your calendar. Check which calendars are supported and which plan includes it.
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AskWhich calendar do you connect to, and is booking included?
Collecting a new caller’s details and the reason for the call, using questions you set. Common for law firms, clinics and contractors.
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AskCan intake follow my own questions and branch on the answers?
Reaching an on-call person when an urgent call comes in, following your escalation list.
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AskHow do you reach on-call staff, and what happens if nobody responds?
Overflow means the service picks up when your team is busy; after-hours means it covers when you are closed. Many plans support both with different routing.
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AskCan routing differ between business hours and after hours?
Answering in more than one language, most often English and Spanish. It may be included or cost extra.
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AskIs bilingual answering included, and in which languages?
Sending call details into the system where you track clients or leads. Named integrations are vendor claims until you test them.
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AskWhich CRM fields are written, and what does each extra integration cost?
Rules that keep robocalls, wrong numbers and very short calls from using your allowance.
In this comparison
AskAre spam and very short calls billed?
Automatic speech recognition turns the caller’s words into text the AI can work with. Mistakes here, with names, numbers, accents or background noise, carry into everything after it.
AskHow does it handle names, phone numbers and accents? Can I hear real recorded calls?
The part of an AI agent that decides what to say and do next, following your instructions and business information.
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AskWhich instructions and documents does it follow, and can I edit them myself?
Generates the voice the caller hears. Voices differ in pacing, pronunciation and how natural they sound.
AskCan I choose the voice and fix how my business and staff names are pronounced?
The pause between a caller finishing a sentence and the agent replying. Long pauses make callers repeat themselves, talk over the agent or hang up.
AskWhat is the typical reply delay on a real phone line, not a web demo?
Whether a caller can interrupt the agent mid-sentence and be heard, the way they would with a person.
AskWhat happens when a caller interrupts or changes their mind halfway through?
How the agent decides the caller has finished speaking. Too eager and it cuts people off; too cautious and the call feels slow.
AskCan the pause before the agent responds be adjusted?
When an AI states something confidently that is not true, such as an invented price, opening hour or policy. Restricting answers to approved information reduces the risk.
AskWhat does the agent say when it does not know the answer?
The approved business information an agent answers from: hours, services, prices, service area and policies.
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AskHow do I update the information it answers from, and how fast do changes take effect?
The agent completing a task in another system during the call, such as booking a slot, creating a CRM record or sending a confirmation text.
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AskWhich actions can it take on its own, and which need a person to confirm?
An IVR is the “press 1 for sales” phone menu. An AI agent holds a spoken conversation instead of offering fixed options.
In the research
AskDoes the caller talk freely, or choose from a menu?
Your own team gets the first chance to answer and the AI picks up only when nobody does.
In this comparison
AskCan the AI answer only after my phones ring for a set time?
The share of calls an AI completes without passing them to a person. Providers define it differently, so ask what counts as “completed”.
In the research
AskHow do you define a contained call, and can I see the numbers for my account?
How many calls can be answered at the same moment. AI agents can often take several at once; a human team is limited by who is on shift.
AskHow many simultaneous calls does my plan cover, and what happens to the next one?
Creating a synthetic copy of a real person’s voice. Scam robocalls have used it, which led US regulators to act on AI-generated voices.
In the research
AskDoes the service clone voices, and whose permission does it require?
Permission a person gives before receiving certain automated calls under the Telephone Consumer Protection Act. It matters most if a service places outbound calls, such as reminders or callbacks.
In the research
AskDoes the service make outbound calls for me, and how is consent collected and recorded?
Telling callers they are speaking with an AI. Many businesses do it for trust; the FCC has also proposed requiring it on AI-generated calls.
In the research
AskDoes the agent say it is an AI, and can I set how it introduces itself?
Many services record and transcribe calls. Recording-consent rules differ between US states, and stored transcripts can hold sensitive details.
AskAre callers told about recording, where are transcripts stored, and for how long?
Forwarding sends calls from your existing number to the service; porting moves the number itself to the provider. Forwarding is usually easier to undo.
AskCan I keep my number, and how do I switch back if I leave?
No long-term commitment: the plan renews each month until cancelled. It does not always mean you can leave immediately.
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AskIs there a minimum term on any plan or promotion?
How far ahead you must cancel. A 30-day notice period can add a full month of fees when you switch.
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AskHow much notice is required, and from which date does it count?
A period to test the service before paying. Some trials charge automatically unless cancelled.
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AskDoes the trial convert to a paid plan automatically?
HHS describes written arrangements for covered entities engaging business associates in work involving protected health information. This general definition does not determine a particular provider’s role or legal suitability. Confirm which services your provider’s agreement covers.
HHS business associate contract requirements (PDF) (opens in a new tab)
AskWill you sign a BAA for my practice, and which services does it cover?
Health details tied to an identifiable person, such as a patient describing symptoms when booking. HIPAA rules govern how covered entities and their business associates handle it.
AskWhere are messages and recordings stored, and who can access them?
For law firms: confirming that a new caller’s matter does not conflict with an existing client before intake goes further.
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AskCan intake stop or route a call for a conflict check before collecting details?
The first paid plan shown for an offering. Free plans and trials are labelled separately. Entry plans include different amounts of work across providers.
AskWhich plan fits my expected volume, rather than the cheapest headline?
What a provider says on its own website, linked and dated on our Sources page. We have not tested these services.
AskWill you confirm this in my written quote?
When a quote leaves a term unspecified, request a written answer before relying on it. Keep the allowance, extra charges and notice period in the agreement.
AskCan you confirm this in writing?