AI Receptionist and Chat Agent Setup and Sign-off
How your AI receptionist or chat agent works, what I need from you, and what it will and won't do.
The sign-off is its own page. Once we've been through this together, sign it on the AI assistant sign-off form.
This guide is for [Client business name]. It explains how your AI assistant works, what we need from you to set it up, and what it will and won't do. At the end there's a sign-off table. We go through it together, and your assistant goes live once you've signed it.
It goes with your order form and our Client Terms of Service at switchedonai.com.au/terms, especially "Schedule C: AI chat agents and AI receptionists" and "Schedule E: Your customers' data".
How your AI assistant works
We set up two kinds of AI assistant. Your order form says which ones you have.
- AI phone receptionist. It answers your calls when you can't, for example when you're on a job, busy or closed. It answers common questions, takes the caller's details and can book jobs into your calendar.
- Website chat agent. It sits on your website, answers questions and takes people's name and number so you can get back to them.
Both run on GoHighLevel, the platform we use, and use AI from other companies through it. They only work from the information you give us and approve. We call this your knowledge base. Every call is recorded and written down as a transcript, and every chat is saved, so you can always see what was said. We set it up so you can see each call or chat and the details it took.
What it can't do
- It's not a person. It can misunderstand people and sometimes gives wrong or incomplete answers.
- It only knows what you've told us. If your prices or hours change and we don't know, it will keep giving the old ones.
- Nobody watches it live, and it's not an emergency service.
- It doesn't make final decisions. You confirm quotes, prices and bookings.
- It can't give advice, diagnose faults or say whether something is safe. See "Things your assistant won't do".
- It runs on other companies' platforms and phone networks. They sometimes have outages, so keep your voicemail or call forwarding set up as a backup.
Your assistant speaks for your business. What it tells your customers is generally treated as coming from you, so you're responsible to your customers for what it says. If it gets something wrong because we didn't set it up the way you approved, we'll fix it at no cost and help you sort it out with the customer.
What we need from you
Fill this in, or tell us on a call and we'll write it up for you to check. The more exact you are, the better your assistant will be. It will only give the prices and make the promises you've written here.
| What we need | What to tell us | Your answer |
|---|---|---|
| Your business name | How you want it said on the phone, for example "Smith's Caravan Repairs" rather than the full company name. | |
| Who calls customers back | Your first name, or whoever calls customers back, so it can say "I'll get [Owner] to call you back." | |
| Services | What you do, and what you don't do, so it can say no politely. | |
| Prices | For each service: a fixed price it can give, a "from" price, or "no price, [Owner] will quote". Any call-out fee. The ways customers can pay you. | |
| Hours | Opening hours, when you take calls, public holidays, and any time off coming up. | |
| Service areas | Suburbs you cover, and any you don't. | |
| Booking rules | Which days and times, how long each job takes, how much notice you need, and what details to take (for example name, number, address, the job, the vehicle or van). | |
| Common questions | Your top 10 questions and your answers. For example "Do you come to me?", "How soon can you come?", "Do you do insurance work?" | |
| Things it must never say or promise | For example same-day jobs, an exact arrival time, discounts, warranty promises, or anything about other businesses. | |
| Who to transfer to, and when | Name and mobile number, the hours they can take calls, and which calls to put through (for example emergencies, urgent jobs, existing customers). | |
| Urgent alerts | Which mobile number gets urgent alert texts, and what counts as urgent for your business. | |
| Emergency numbers for your trade | If you do gas or electrical work, any fault or emergency line you want it to give callers. We won't make these up. | |
| After hours | Take a message, book a time, or put urgent calls through to you. | |
| Your privacy policy | The link on your website. If you don't have one, we have a template you can use. |
The opening lines
Every call and chat starts by saying it's an AI assistant and that the conversation is recorded or saved. This stays on for every assistant we run. You can change the rest of the wording.
Phone greeting
Lines you can add if you want:
- For people who'd rather not be recorded: "If you'd rather not be recorded, you can hang up and text this number instead." Only use this if your number can take texts.
- If someone asks whether it's a real person, it always tells the truth: "No, I'm an AI assistant, but [Owner] sees everything you tell me."
- If someone wants to talk to a person: "No worries. I'll take your name and number and get [Owner] to call you back." Or it puts them through, if you've chosen that.
Chat opener
We put a link to your privacy policy under the chat box.
Emergencies and urgent calls
Your assistant is not an emergency service. It's set up to send emergencies to triple zero (000) and to get urgent calls to you fast.
Emergencies
If a caller mentions something like fire, smoke, a gas smell, sparks, an electric shock, someone hurt, a crash or anyone in danger, it says this straight away:
Then:
- If the caller says they're safe and wants to talk to you, it tries to put them through to your mobile.
- If it can't reach you, it says: "I couldn't get through, but I've sent [Owner] an urgent message to call you back on this number."
- It sends you an urgent alert text either way.
If you do gas or electrical work, we can add a line with the fault or emergency number for your area. Give us the exact number. Your assistant won't make one up.
Urgent calls
Urgent means it can't wait for a normal call-back, but nobody is in danger. For example a burst pipe, a van broken down on the highway, or a fridge full of stock that has stopped working. You tell us what counts as urgent for your business. For urgent calls it will:
- put the caller through to your mobile during the hours you choose
- outside those hours, take their details and send you an urgent alert text.
Urgent alert text
This is the text you get:
Before go-live we make test calls with you to check the emergency and urgent wording works.
Things your assistant won't do
- Give safety, medical, legal or financial advice. If someone asks "Is it safe to drive?" or "Can I keep using it?", it says "I can't give advice on that. I'll get [Owner] to call you back." and flags the call for you.
- Diagnose faults or guess what's wrong.
- Give firm quotes, unless you've given us fixed prices. Otherwise it gives your "from" prices and says you'll confirm the final price.
- Offer discounts, refunds, warranties or guarantees, unless they're in your approved information.
- Promise arrival times, same-day jobs or anything else outside your booking rules.
- Treat a booking as confirmed, unless you've chosen to let it book straight into free times in your calendar.
- Pretend to be a person.
- Ask for card numbers, ID numbers or detailed health information. For health businesses, it only takes what's needed to book.
- Say anything about other businesses.
The AI notice, the recording notice, the emergency script and the no-advice rule stay on for every assistant we run. The rest follows your approved information. For example, it can give firm prices once you've given us fixed prices.
Checking it's working
- Once a week, spend 10 minutes reading your call and chat transcripts. We'll show you where to find them.
- Look for wrong prices or times, promises it shouldn't make, questions it couldn't answer, and anyone who sounded unhappy.
- Tell us before your prices, hours, services or holidays change, so we can update it in time.
If it gets something wrong
Text or call Viri on 0451 630 068, or email viri@switchedonai.com.au. If it's about a price, safety or an emergency, please ring. Let us know:
- the date and time
- the caller's name or number
- what it said
- what it should have said.
If it's a mistake in how we set it up, we'll fix it promptly at no cost and tell you when it's done. If the information we had was out of date, send us the new details and we'll update it. If a customer was told something wrong, it's best to call them yourself to put it right. We'll help if you need it.
Minutes and usage
- Your phone receptionist includes 300 minutes a month.
- We'll let you know when you've used 80% of them (240 minutes) in a month.
- Extra minutes are charged at the rate in your order form.
- If you'd rather not pay for extra minutes, ask us for a monthly cap. Once it's reached, calls go to your choice of voicemail, your mobile or a missed-call text until the next month starts.
- Some of our costs (calls, texts and AI) come from other companies. If they go up, we can only pass that on after giving you 30 days' written notice, and you can cancel the affected service before the new price starts with no penalty. See "Changes to prices" in our Client Terms of Service.
Recordings and privacy
- Calls are recorded and written down as transcripts. Chats are saved.
- They're stored by HighLevel (LeadConnector), the platform we use, on servers in the United States. Some HighLevel support staff are in India and may see them if they help us fix a problem. Calls and texts run through LC Phone (Twilio). The AI comes from providers that HighLevel uses, such as OpenAI. If your order form says your assistant uses ElevenLabs or Convocore instead, they handle it too, with their AI training on your data switched off.
- Apart from those providers, only you and we can see them. We use them only to run, support and fix your assistant. We never publish or share them, never use them in our own marketing or demos, don't sell them, and don't use them to train our own AI.
- We keep call recordings for [90 days] unless you choose a different period in the sign-off table. Transcripts and contact details stay in your account while your service runs.
- If you leave, you can ask for a copy of your data within 30 days. We delete it within 90 days after your service ends.
- If you want a recording or chat deleted, tell us. We'll delete it and confirm when it's done. If one of your customers asks us directly, we'll pass the request to you within 5 business days.
- If we become aware of a data breach affecting your information, we'll tell you within 72 hours.
- Your website privacy policy needs to say you use an AI assistant, record calls, send texts and store information overseas. There's a template in our Client Website Starter Pack.
- Tell us if the Privacy Act covers your business. Most small businesses aren't covered, but some are whatever their size, for example health service providers and, from 1 July 2026, AML/CTF reporting entities such as real estate agents, accountants and lawyers. Businesses with turnover over $3 million are covered too.
The full details are in "Schedule E: Your customers' data" in our Client Terms of Service.
Questions? Call or text Viri on 0451 630 068, or email viri@switchedonai.com.au.