When it doesn’t answer, or says something wrong
Most problems come down to a few things. Here’s what to check, and what we do about it.
If your assistant isn’t answering
Ring your assistant’s number
From any phone, ring your assistant’s own number. If it answers, your assistant’s fine, and the problem is the forwarding on your phone.
Check your forwarding
Dial your phone company’s code again. On Telstra and Vodafone, *#21# checks every-call forwarding and *#61# checks rings-first.
Check how it’s set
If your phone rings first, your assistant only answers once it rings out. On an iPhone, Live Voicemail can catch those calls, so check it’s off.
Still nothing? Ring us
Ring 0468 075 000 or email hello@offsitemate.com.au. Tell us the number you rang from and roughly when.
If it said something wrong
Text us what happened
The customer’s number or name, roughly when, what it said and what it should have said.
We read the conversation
Exactly what the customer asked, and what your assistant said back. Sometimes the question was different to the one you’d expect.
We fix it
If it didn’t know something, we add it. If it knew but said it badly, we change how it answers.
We test it
We ask it the same thing again, and let you know once it’s sorted.
Other things that can go wrong
A customer didn’t get a text.
If they replied STOP to an earlier text, they won’t get any more from your assistant. That’s on purpose. Texts can’t go to landlines either. Anything else, text us.
It booked a time I can’t do.
Text us. It books from the hours and calendar we set up, so we check those.
Someone keeps ringing it.
You’ll get a text if one number rings 5 times in 24 hours. Text us and we’ll block it.
The review text didn’t go out.
It goes out 2 hours after you move the job to Job done in the app. Texts that would land outside 9am to 5pm wait until 9am. If the card wasn’t moved, nothing gets sent.
Someone was in danger.
It tells them to hang up and ring triple zero. It isn’t an emergency service.
This phone is answered.
Ring us on the number below, or email. Either way, a human gets back to you.
0468 075 000Or email hello@offsitemate.com.au