Frequently Asked Questions

Whether you’re looking to test drive our receptionist services or have questions regarding our features here at Abby Connect, you can use the FAQs below to find more of the information you need.

Have More Questions?

Our customer service agents are available 24/7.

What happens to my calls when you aren’t answering?

If you should decide not to have 24/7 answering, then you can have your phone carrier set to unforward your calls after hours, or set up a custom voicemail system. This voicemail system is included in your services and your options with it are limitless. You can have a single general voicemail box, or many boxes or even a phone tree.

How many receptionists will I have?

No one likes to reach a call center. This is why we only have a small, dedicated team of receptionists answering your calls. You and your callers will become very familiar with the receptionists answering your calls, as they will with you. They soon will truly become an extension of yourself and your business. Each team consists of 5-7 receptionists. The number of teams you are assigned will depend on how long you need us to be available:

  • Standard Business Hours – 1 Team
  • Extended Hours – 2 Teams
  • 24/7 – 3 Teams
What’s the difference between an answering service and a virtual receptionist?

The stereotypical answering service lacks a personal touch. The receptionist will only be able to do absolute basic tasks, such as answer your calls and perhaps cold transfer the caller to you. A virtual receptionist helps you with much more, upholding your company’s image and branding on each call as if the receptionist was right in your office. Your virtual receptionist will answer, screen your calls, transfer your desired calls, take down messages, and interact with your caller as you specify. The real difference between a typical answering service and a virtual receptionist like Abby Connect is that you can trust that the frontline of your business is in well-trained hands.

What are your hours?

Abby Connect is available whenever you need us. Our standard package includes live answering anytime between the hours of 5am-9pm PST weekdays, and 6am-6pm PST on weekends. If you need answering beyond those hours, no problem! We offer 24/7/365 as an add on.

Who’s answering my phone calls?

Our highly trained virtual receptionists are the only ones in the industry that time after time succeed in creating meaningful connections with your callers. Team Abby (as we call ourselves in-house) is full of dedicated, competent, bright and friendly virtual receptionists that are utilizing our proprietary technology and training to handle your calls in a seamless and professional manner. To meet your receptionists, visit About Abby.

Where do you provide service?

An Abby Connect virtual receptionist can transfer calls to anywhere in the United States or Canada. While we can answer calls from international numbers and take messages, we can’t transfer back out to an international line. A few of our international clients have found it helpful to either get their own US-based phone numbers for easier call transferring or opt for our message taking services only.

Are my calls outsourced to an overseas call center?

Never! All of our virtual receptionists operate out of the USA, with 99.9% based at our company headquarters in Las Vegas, Nevada.

How do I receive my messages?

Receive your messages where you want them. We can email them, send them as a text message (SMS) to your phone, and even send them as a pop-up notification to the AbbyGO mobile app.  We can also send them to multiple contacts in your company if you so choose.

How do you transfer a caller to me?

We utilize a method called a “warm transfer.” Below is a walk-thru of a typical Abby Connect virtual receptionist call-handling (which is completely adjustable to your business needs).

With your personalized greeting, the call is answered by Abby.

After saying such phrases to the effect of “May I say who is calling? Thank you Max Greene, May I tell Susie Smith what your call is regarding?” Abby then places your caller on a brief hold while she tries your line.

Abby then attempts to contact you and, if successful, provides you with the information she acquired. You can then either accept the call in which the caller will be transferred immediately. Conversely, if the call is declined, Abby can offer your caller voicemail or to personally take a message which is then emailed to you instantly. Also, during this time your caller can hear the Custom Transfer Tune of your choice!

Can I have my calls recorded?

We have revamped our call recording capabilities! Everyone now has the option to add call recordings to their account. This feature does require (by law) a quick message to callers that the call will be recorded. To activate call recording, reach out to your account manager or email [email protected].

For more information, view our Terms & Conditions and you can always
call us at 877-303-5757 or email us at [email protected].