Reasonable Use Policy

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Andi Virtual is committed to efficient, predictable billing through per-receptionist minute pricing. To meet this goal, we require that all calls fall within the scope of Reasonable Use for a virtual receptionist service, as defined below.

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Generally, the following conversation flow is included in every call (all plans), unless directed otherwise by your script:

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• We greet your caller.

• We determine the intent of the call — What does the caller need?

• We collect contact information if required— What is the caller’s name, phone number, email address, and/or physical address. Optionally, at your request, we can collect preferred pronouns if this is relevant to your clientele or business.

• We transfer or take the message as needed.

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The following can also be included in your call (Starter, Basic, Andi Pro, 500 Pro and Custom plans):

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Intake

Intakes consist of about 4-5 short-answer questions after the lead qualification and regular call flow. These questions must take around 120 seconds (2 minutes) or less to ask and answer. Intake is done after your lead is qualified, and, as such, we consider these additional questions virtual-assistant work on behalf of the business.

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The intake process ideally cannot exceed an average of 120 seconds (2 minutes). After taking several calls and practicing your intake questions with callers, we will be able to establish a consistent and rhythmic average time.

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Why is this relevant?
Potential clients get frustrated when they must repeatedly answer the same questions. Short-answer questions do a good job of qualifying and booking your leads, at which point you can provide excellent service.

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Examples of Intake questions:
Family information for wills and trusts, insurance information for services, addresses, specific demographic information, payment information, medicine refills, results, repairs needed, basic questionnaires with direct answers that do not require elaboration.

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What is not included in the Intake?

• "Briefly describe" questions that could have elaborate answers depending on the caller.

• Short or long response questions.

• Verification of information

• Additional questions added after the initial approval process.

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Note: Andi Virtual is more than happy to help you with your intake forms to ensure they are within our parameters and delivering a great experience for you and your new leads.

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Appointment Booking

Appointment Booking includes scheduling appointments, rescheduling appointments, and outbound calls for the purpose of scheduling appointments (which incur standard call charges). Appointment Booking requires the use of third-party availability-slot software such as Google Calendar, Calendly, Acuity, Simple Practice, or any other publicly accessible booking link that you are subscribed to.

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Appointment Booking fields can include the following:

• Contact Information

• Service Required

• Location

• Availability (Date/Time)

• Referral source (name or search platform)

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Custom Calendaring

Appointment Booking that involves the scheduling for more than one member of your organization. We will make our best effort to simplify your calendaring requirements to make this an efficient process.

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Payment Collection

Andi Virtual will use us a third-party interface platform provided by the business and will act on the business’s behalf to accept payment instrument information from a caller during a call. Examples of interfaces include online payment pages, invoice pages, and appointment-booking pages where pre-payment or pre-authorization is required. For the security of the caller, Andi Virtual, and the business, does not and will not store caller payment information on its own systems, nor will we document payment information in call summaries.

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Payment Collection is limited to the following criteria:

• Payment instrument details (e.g., card number, expiration date, CVV)

• Amount (including currency)

Information beyond the scope of the above two items is considered Intake and is subject to the requirements for Intake.

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Complex Call Routing

Complex Call Routing occurs anytime we set unique call-handling rules for a number, time of day, or extension. We can route calls based on specific schedules, availability, and holiday hours. We can also ring your team sequentially or “blast” everyone at once.

 

CRM Integration

Andi Virtual can integrate with most major CRMs, case management, practice management, and marketing/sales management software programs. Basic call details including contact information and notes can be added to your records in real time. In many cases, if needed, receptionists can also search through and update existing records to prevent duplication. CRM Integration includes the initial setup of the integration and its ongoing maintenance: it is your responsibility to manage, maintain and update these platforms/programs to make this an efficient process.

 

Conflict Checks

We can run a conflict check before qualifying a lead for an intake: we can check if your representation of an individual is not adverse to another client, based on information you provide in an easily accessible Excel spreadsheet, Word, document, third party software, etc. You are solely responsible for maintaining this information accurate and up to date.  We do this as a courtesy, but it is your responsibility to corroborate this information. This is considered intake, and subject to its requirements.

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Some additional notes on our services and features:

Conjoined Add-On Services

A single additional service may require the use of other add-on services. For example, Payment Collection can also constitute the need for Extended Intake or Appointment Booking services in cases where payments are processed only after a booking or intake form is completed.

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Call blocking

The ability to block calls is offered for reduction of spam, unwanted sales, and wrong numbers. When you block a call, you are no longer charged for it. Our system blocks over 20 million known spam sources automatically, using crowdsourced identification. In addition, blocking calls can be used to prevent abusive / harassing callers and pushy salespeople. However, blocking calls from qualified callers retroactively is considered an abuse of the system (manipulating a quota to cut costs). In the event we detect this abuse, we reserve the right to reverse the blocked calls (and charge for them) as well as terminate your account. We strive for ethical policies, and asked the same from you, our client.

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Exclusions

Some calls are beyond the scope of Andi Virtual services and therefore beyond the scope of our Reasonable Use Policy. These include product specialization or certification-related questions (technical support requiring training, software troubleshooting, legal counsel, medical advice) and telemarketing, and are not available from Andi Virtual.

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If you have any questions, please contact us at  support@andivirtual.com