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.

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
Are my calls recorded?

We include two styles of call recordings to fit your preference or compliance needs. You can choose to have just your receptionist recorded on all calls, or both the caller and the receptionist on all calls. Please note, for this the two-way option, we are legally required to place a prompt at the beginning of each call to notify the caller that the call is being recorded.

Do you have a mobile app? Where can I manage my account?

Yes, with the AbbyGO Mobile App, you will be able to manage your business calls and update your receptionist team as to your availability and call routing on-the-go. Our app also lets you call and text from your business phone, check your minute usage, and update your payment methods. For all other settings, our online Account Portal can be accessed from any computer or mobile device to review more details from your account including call logs, call recordings, messages logs, contacts, invoices, and more.

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.

Do your receptionists speak Spanish?

Yes, fluently! Many of our receptionists are fully bilingual in English and Spanish, and are able to flawlessly handle your calls in either language. Every team features at least 2 bilingual receptionists who help build trust and confidence with your Spanish-speaking callers from their very first call.

Do you live answer all of my calls?

With pleasure! During your chosen service hours, one of our wonderful virtual receptionists will answer each and every call in a sparkling, lively and inviting tone.

Where are Abby’s receptionists located?

All of our receptionists work right here in our Las Vegas, NV office. We do not outsource nor hire* work-from-home receptionists whose security, reliability, and quality may be compromised. The Abby Way is built upon a strong culture, community, support and training.

*Of course, we have back-up plans to help us operate in case of emergency. Although we were deemed an essential business during the COVID-19 crisis, a few of our receptionists had to work from home due to health concerns. We were able to transition some of our team into this temporary situation without any interruption to our services, and have since reorganized our office physically and operationally to allow us to practice safe social distancing while we work. Abby’s receptionists will be 100% operating from our office again on 6/8/2020.

What will the receptionist say when they answer the phone?

Abby Connect virtual receptionists greet each of your callers with a greeting that is tailored to your wishes for your company. We keep it personal and welcoming. A common greeting may sound like: “Good Morning/Afternoon, thank you for calling ________. How may I assist you?” Another greeting may sound like, “It’s a great day at ____. How may I direct your call?” Regardless, the live call answering greeting is fully up to you and what suits your company best.

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 you transfer calls to me while I’m out of office?

Certainly! Abby will transfer your calls to any designated phone numbers you have provided whether it is a home line, your cell phone, an office line, etc. With your guidance, our virtual receptionist team can try your cell phone line first, then your office or vice versa, so we can best ensure that you are speaking with everyone that is vital for you to speak with. This way, you won’t miss any potential leads!

How do you know if I’m available to take a call at the moment?

We strive to create a fabulous relationship with you. Keeping open communication is fundamental. For example, if you are stepping out of your office and want us to send calls to your mobile phone for a certain amount of time, let Abby know. We have a convenient Account Portal and the AbbyGO Mobile App that allows you to update your information as needed on the go. If you are out of the country, unavailable for the day, in meetings, or just not in the mood to answer your phone, we will let the caller know that you are unavailable – keeping up your professional appearance and care for your clients – and offer voicemail or to relay a message.

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

What if I’m unavailable to take the call?

That’s what we’re here for! Whenever you are unavailable, Abby Connect virtual receptionists can take a message to send to you, offer callers your voicemail box, or try another contact you’ve designated at your organization. Psst, we can also transcribe your voicemails and send them directly to your inbox.  Regardless of the method, we’re here to be customized to your business needs.  There are a lot of different options – just ask!

Can you make outbound calls on my behalf?

Need to confirm your appointments for the following workday? Have vital information you need to gather or relay to a client? Abby Connect virtual receptionists can help lighten your load. These calls are billed along with your monthly plan, and use your phone number as the outbound caller-ID. Our receptionists are able to make 8 outbound calls per hour and will respond to you with the outcome of each call.

What if I don’t have a phone number – will you provide me with one?

Absolutely! We are here to make this transition as smooth as possible for you. For this reason, we offer and designate either a toll-free number or a local number that you are welcome to use, even if you choose to discontinue your services. Ask your contact at Abby Connect for more details if you do need this option.

Can I use the same phone number I already have?

Sure thing. It’s typically as simple as dialing a number on your phone to get your current number forwarded into our answering service.

Can your virtual receptionists submit information to my CRM?

Abby Connect can send messages about your calls and caller information via email, text message, and AbbyGO mobile app. We customize your intake process and make sure we collect everything you need. We can also send that information directly into some CRMs. Review our Integrations and speak to your contact at Abby Connect for more information.

How can I start a free 14 day trial?

It’s super easy and we’re here to help along the way. Either fill out this nifty form for a free trial of our live call answering service, or just give us a call! Our team will be happy to get you set up for your no-obligation trial. You’re sure to have a fabulous experience – each of our answering solutions representatives was once a virtual receptionist themself. We can answer your questions, connect you with your dedicated Account Manager, get your account setup, help you forward your lines and then the magic happens. We don’t take down your credit card information and your 14 days start once we are all set up and your team receives your first call.

Do you need my credit card for a free trial?

Nope. We don’t take down your credit card information until you’re ready to move forward with our live answering service following your Free 14 Day Trial.

Can I hear how your service sounds without signing up?

You certainly may! Just give us a call at 877-303-5757 and you’ll reach one of our friendly virtual receptionists in office. This is a great example of how we’d answer your calls. You can also ask our business team to send you information for calling a “demo account.”

How do I forward my lines?

It’s often as simple as dialing a number from your phone. We’ll send you a step-by-step guide, and an account manager will walk you through the process.

Is there a long-term contract?

Not at all! Initially, you are able to cancel within the first 30 days without any notice. After those initial 30 days, we do require a 30 day cancellation notice to smoothly transition out of live answering your calls.

What is a “receptionist minute”?

Receptionist Minutes begin from the time the call rings into our system and end when the call is transferred, or disconnected. They are billed and calculated in 30-second increments with calls rounded up to the nearest 30-second mark. The calculations exclude any potential hold time and message composition time, and you also won’t be charged for any call under 6 seconds!

What happens if I go over the minutes on my plan?

If you happen to go over your plan, any additional minutes used will be prorated at the rate in your service plan. You can keep track of your real-time minute usage in your Account Portal. If further down the road you feel the need to add more minutes, you are more than welcome to adjust your current plan without penalty or wait period.

I have more than one business – can they share an account?

Of course! Our live answering service is available for your businesses to share the minutes you have for a small fee. This ensures the receptionists are trained fully on each one of your businesses and call handling procedures.

What if I want to adjust my plan?

It’s not a problem to adjust your plan, mid-service. Just give a quick call or email over to your account manager to make the switch. We’ll prorate it for you.

How can I monitor my usage?

We provide a portal for our clients that has all of the information you need about your usage. However, if you have any specific questions or are not so keen on the technology, you’re always welcome to give your account manager a call or shoot over an email for details.

Do you have a referral program?

Yes! We offer an excellent referral program for current & past clients, and contacts. When you refer someone who becomes an Abby Client and pays their first invoice successfully, you earn $100 (card or invoice credit). Feel free to send any referrals directly to your account manager, or have your referral mention your name when they speak to us.

What does the setup fee cover?

It’s our mission to make your life easier. Part of this requires some initial programming on our end, plus getting you onboarded and your dedicated receptionists trained specifically on your account. This is all just part of getting your account to go live, and it’s our goal to make sure that it’s a simple process for you.

Are you an accredited business?

We are accredited by both the Better Business Bureau (BBB) and Consumer Affairs. Our rating on BBB is an A+, and our rating on Consumer Affairs is a 5 out of 5 stars.

How secure is my information?

The Abby Connect’s technical team goes the extra mile in ensuring that all of our devices, connections, and software are completely secure.

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