Frequently Asked Questions
Getting Started & Implementation
New to voice AI? Here’s how a typical AiDial build comes together, what we need from you, and how quickly you can go live.
How long does it take to develop and deploy a custom AI receptionist?
A simple AiDial receptionist can usually be prepared quickly once the call flow, FAQs and transfer rules are confirmed. More advanced builds take longer when they include booking systems, CRM updates, compliance steps, reporting requirements or custom API work. During scoping we confirm the delivery plan before implementation starts.
What is the implementation process?
We map your call types, business hours, escalation rules, knowledge base, consent wording and integrations. AiDial is then configured, tested with realistic call scenarios, reviewed with your team, and adjusted before go-live. After launch we monitor calls and refine the assistant from real call outcomes.
What do you need from us to get started?
We normally need your common caller questions, preferred answers, transfer contacts, opening hours, service areas, booking rules, system access details and any compliance wording your callers must hear. If integrations are required, we also confirm API access, permissions and test accounts before build work begins.
Do we need technical staff or developers to run AiDial?
Not usually for day-to-day use. AiDial is managed by our Australian team, and we handle configuration, testing and ongoing tuning. During setup, someone who understands your call handling should help with scoping and sign-off, and your IT team or software vendor may need to provide API access, permissions or test accounts for integrations.
Can we trial AiDial before committing?
Yes. We can arrange a guided demo and a scoped pilot so you can hear AiDial handle realistic calls for your business before going live. We agree the pilot scope, success measures and timeline up front.
How is AiDial different from a traditional answering service?
A traditional answering service relies on human operators following a script. AiDial follows your approved call flow, can book appointments, update systems, send follow-ups and transfer callers to your team when a human is needed. Because it is software-based, it can reduce common operator queue delays when your call capacity is configured for expected demand.
Phone Numbers & AI Voices
Keep your existing number or choose a new one, and pick a natural Australian voice that fits your brand.
Can I use my existing business phone number with AiDial?
Yes. AiDial can usually work with your existing phone setup through call forwarding, a dedicated number or porting your existing number, depending on your carrier and preferred call flow. If you prefer a new number instead, use our phone number search page to browse available local, mobile and toll-free options.
Can we choose an Australian AI voice for our receptionist?
Yes. AiDial supports natural Australian and international voice options. Some voice providers and regions can be selected to support latency or data-residency requirements where available. You can review available styles on our Australian AI voices page and choose a voice that suits your brand.
Can AiDial handle callers in languages other than English?
AiDial can be configured for supported languages and voice options during scoping. Not every language is available out of the box, so we confirm the required language, speech recognition, voice, consent wording and transfer behaviour before go-live.
Can we use different numbers or voices for different departments or locations?
Yes. AiDial can route different numbers, departments or locations to their own call flows, greetings and even voices, so each part of your business sounds right to its callers.
Can AiDial follow our business hours, public holidays and after-hours rules?
Yes. AiDial can be configured with your weekly opening hours, timezone, Australian public holidays and custom closures. It can change the greeting and call flow after hours, block transfers when your team is closed, take messages, book appointments where allowed, and escalate urgent matters by SMS or email based on your rules.
Can callers still reach a human if they want to?
Yes. AiDial can transfer to your team with full context whenever a caller asks for a person or when your rules require it, so no one is left stuck talking to a machine.
Call Handling & Capabilities
See what AiDial can actually do on a live call — from understanding intent to booking, transferring and following up.
What can AiDial do during a live call?
AiDial can recognise caller intent, answer from approved business knowledge, capture structured details, check availability, create or update records, send SMS or email follow-ups, transfer callers with context, and record call outcomes for reporting. The exact actions are configured around your business process.
Can AiDial answer questions from our website, documents or knowledge base?
Yes. AiDial can answer from an approved knowledge base, such as prepared FAQs, service information, policy content, website content or documents that have been processed for retrieval. We scope which sources are allowed, keep answers grounded to approved material, and test the behaviour before go-live.
Can AiDial handle several calls at the same time?
Yes. AiDial can handle multiple concurrent calls, subject to your plan, telephony setup and provider capacity. We confirm expected call volume during scoping so the deployment is sized for normal demand and busy periods.
How does AiDial transfer a call to my team?
AiDial can transfer callers to the right person or department and pass through context such as the caller’s name, reason for calling and any details captured, so your team does not have to start the conversation from scratch.
What happens if AiDial doesn't understand a caller?
AiDial asks clarifying questions, and if it still cannot help it follows your fallback rules — taking a message, offering a callback or transferring to a human — so the caller always has a clear next step.
Can AiDial take and deliver messages?
Yes. AiDial can capture structured messages and send them to your team by SMS, email, or into your CRM or job system, with the details laid out so they are easy to action.
Can AiDial make outbound calls, not just answer them?
Yes. AiDial can make outbound calls for tasks such as appointment reminders, confirmations, follow-ups and call-backs when the campaign is configured for the approved purpose. Outbound calling must follow the consent, calling-window, registry and compliance rules that apply to your business.
Integrations & Automation
Connect AiDial to the tools you already use — bookings, CRMs, calendars and custom APIs. See our voice AI integrations page for the full list.
Which systems can AiDial integrate with?
AiDial can connect with booking platforms, calendars, CRMs, job-management systems, email, SMS, webhooks and custom APIs. Common examples include Google Calendar, HubSpot, FluentCRM, Amelia, Cliniko, Halaxy, Phorest, Simple Salon, VisitBase, PracSuite, ServiceM8, RingCentral and workflow tools such as n8n or Zapier. See our voice AI integrations page for more detail.
Can AiDial connect to our booking or appointment system?
Yes. AiDial can check availability, collect booking details, create appointments, reschedule bookings or capture requests for staff approval, depending on the booking platform and business rules. For healthcare, beauty, fitness and service businesses, we also map appointment types, staff, locations and cancellation rules.
Can AiDial update our CRM, helpdesk or job system during a call?
Yes, where the target system supports it. AiDial can create leads, update contact records, add notes, log call outcomes, create jobs, raise tickets or trigger a handover task. We design these updates so the information lands in the right fields and your team can act on it immediately.
Can AiDial trigger workflows in n8n, Zapier or our own API?
Yes. AiDial can send structured call data to automation tools or your own API after important moments in the conversation. This can start internal workflows, notify staff, create tasks, enrich records, request approvals or send follow-up messages.
Can AiDial work with Google Calendar and other calendar systems?
Yes. AiDial can check calendar availability, create appointments and respect rules such as staff availability, service duration, location and buffer time when the connected calendar or booking system supports those actions.
Can AiDial integrate with healthcare, salon, trade and field-service platforms?
Yes. AiDial is designed for industry-specific workflows, including patient intake, appointment booking, salon reservations, job requests, quote requests and service dispatch. Each workflow is configured around the fields, permissions and compliance needs of the platform you use.
Can you build a custom integration for software that isn't on your list?
Yes, where the system provides suitable API access and permissions. REST APIs and webhooks are the most common path; GraphQL, SOAP and more specialised integrations are scoped case by case. We review your API documentation, authentication model, rate limits and test environment before confirming what can be automated.
What happens if an integrated system is unavailable during a call?
AiDial can fall back to a safe workflow, such as capturing the caller’s request, sending an internal alert, offering a transfer or scheduling a follow-up. If a booking or record update cannot be confirmed by the connected system, AiDial should not present it as completed; we define handoff and recovery rules before launch.
Data & Storage
Where your call data lives, how long it’s kept, and the control you have over it.
Where is AiDial data stored?
AiDial is built for Australian business use and can be configured with Australian hosting and storage patterns where required. The exact storage, retention and access model is confirmed during setup based on your plan, compliance needs and connected systems.
Is AiDial data kept onshore in Australia?
AiDial is built for Australian businesses and can be configured to store and process data onshore in Australia where your plan and compliance needs require it. We confirm hosting and data-residency arrangements during setup.
Do I get call recordings and transcripts?
Yes, when enabled for your project. AiDial can provide call recordings, transcripts, summaries and structured call outcomes. Recording and transcript behaviour is configured with your consent wording, retention policy and access controls.
How long is call data retained?
Retention is configured around your policy, plan and any regulatory requirements. Recordings, transcripts and call records may have separate retention controls, and deletion is handled through the agreed retention process, subject to legal hold, compliance requirements and any approved deletion request workflow.
Can we export or delete our data?
Yes, where enabled and permitted by your retention and compliance settings. Call records, transcripts and reports can be exported for authorised use, and deletion requests can be handled in line with your policy, legal obligations and any required approval process.
Who owns the call data?
Your business data remains yours. AiDial processes it to deliver your configured service and does not sell it or repurpose it beyond the agreed scope.
Privacy & Security
How AiDial protects recordings, transcripts and the personal information your callers share.
How are recordings, transcripts and personal information protected?
AiDial can use controlled access, encryption, retention limits and redaction workflows for sensitive information. We configure who can access recordings and transcripts, how long they are kept, and which details should be masked or excluded from reports. For regulated sectors, see our AI compliance page.
Do you use our data to train AiDial's core AI models?
No. Your business call data is used to operate and improve your configured AiDial assistant, reporting and workflows. It is not used to train AiDial’s core AI models without a separate agreement.
Do you share our data with third parties?
AiDial only shares data with the systems and providers needed to deliver your approved service, such as telephony, AI, transcription, messaging, booking or CRM providers. We confirm these providers and data flows during onboarding.
How is access to recordings and transcripts controlled?
Access is role-based and limited to authorised people. We configure who can listen to recordings or read transcripts, and access can be logged for auditing.
Is our data encrypted?
AiDial-controlled storage can use encryption at rest and secure transport in line with the configured compliance model. Transcripts, recordings and integration credentials are protected through the agreed hosting, access-control and credential-management setup for your deployment.
Can sensitive details be masked or redacted?
Yes. AiDial can redact or mask sensitive information such as card or identity numbers in transcripts and reports, so only the people who need it can see it.
Compliance & Consent
Recording notices, AI disclosure and meeting your obligations in regulated industries. Full detail is on our AI compliance page.
Who is responsible for consent and AI disclosure?
You are responsible for the wording and compliance position used for your business, and we help configure AiDial to follow it. This can include call recording notices, AI disclosure, consent prompts and escalation rules for sensitive conversations.
Does AiDial comply with the Australian Privacy Act?
AiDial is designed to support compliance with the Australian Privacy Act and related obligations. We help configure recording notices, consent prompts, access controls and retention so your deployment aligns with your legal position.
Can AiDial play a call-recording notice and AI disclosure?
Yes. AiDial can play your recording notice and disclose that callers are speaking with an AI assistant, using wording you approve, at the points in the call you choose.
Is AiDial suitable for healthcare and other regulated sectors?
AiDial can be configured for regulated settings such as healthcare, legal and finance, with consent prompts, redaction, access controls, retention settings and identity-verification rules. See our AI compliance page for detail specific to regulated industries.
Can AiDial verify caller identity before changing bookings or accessing records?
Yes, when identity verification is configured for the workflow. AiDial can use caller lookup, security questions, SMS verification codes and keypad entry for higher-risk actions such as changing appointments or accessing record-specific information. The available checks depend on the connected system and your policy.
What happens if a caller does not consent to recording?
You decide the rule. AiDial can continue without recording, switch to a no-recording flow, or transfer the caller, based on the consent handling you configure.
How does AiDial handle outbound call consent, calling windows and registry rules?
Outbound calling is configured project by project. AiDial can enforce approved consent status, calling windows, public holidays, internal do-not-call or wrong-number rules, and imported registry status. ACMA/DNCR washing, campaign approval and legal compliance remain your responsibility unless a separate process is scoped and agreed.
Analytics & Reporting
Understand every call with transcripts, summaries and reporting tailored to your team.
What analytics and call reports do we receive?
AiDial can report call volume, missed-call recovery, caller intents, transfer outcomes, appointment requests, lead quality, transcript summaries, sentiment signals, handling time and cost indicators. Reporting is tailored to the metrics your team needs to manage calls and improve service.
Can we see transcripts and summaries of every call?
Yes, when enabled. AiDial can provide a transcript and a concise summary of each call, along with the caller’s intent and the outcome, so your team can review calls quickly.
Does AiDial report on missed-call recovery and outcomes?
Yes. Reporting can show how many calls were answered that might otherwise have been missed, along with appointment requests, transfers, leads captured and other outcomes.
Can reports be delivered to our dashboard or inbox?
Yes, where configured. Reporting can be made available through reporting views, a portal or dashboard, and selected summaries can be delivered by email so the right people see the metrics that matter to them.
Can we measure the return on investment from AiDial?
AiDial reporting can help estimate return on investment by tracking answered calls, recovered missed calls, bookings, leads, transfers and cost indicators. The exact ROI model depends on what your business treats as a valuable outcome.
Pricing, Plans & Support
What AiDial costs, how plans work, our partner program and the support behind your service.
Where can I see AiDial pricing?
AiDial pricing is published on our AI call pricing page. Plans are designed around call volume, setup needs and optional add-ons such as compliance and integrations, with no lock-in contracts.
Are there lock-in contracts?
No lock-in contracts. AiDial plans are designed around your call volume, setup needs and optional add-ons such as compliance and integrations.
What is included in setup?
Setup covers mapping your call flows and business rules, configuring AiDial, connecting agreed integrations, testing with realistic call scenarios and reviewing with your team before go-live.
What support do we get after launch?
After launch our Australian team monitors calls and refines the assistant from real outcomes. Our standard hosted production SLA targets 99.5% monthly availability — see the Voice AI Service Level Agreement for details.
Do you have a partner program?
Yes. AiDial has a Partner Program with two paths. Referral Partners introduce clients and earn ongoing commission while AiDial handles implementation and support. Implementation Partners deploy and manage AiDial solutions for clients through the partner platform.
What service level agreement applies to AiDial?
AiDial’s standard hosted production SLA targets 99.5% monthly availability for covered AiDial-controlled voice AI services. It explains how availability is measured, what is excluded, the service credit tiers, and how to request an SLA review. Read the full Voice AI Service Level Agreement.
Still Have Questions?
Talk to our Australian team about how AiDial can answer your calls. We'll walk you through setup, integrations and compliance for your business.
