FAQs

Do I need technical experience to use Virtual Attendant?
No technical or coding experience is required to create an IVR in our system. Our system allows you to create a basic to intermediate IVR using drag & drop modules and choosing options for the selected module. If you need features in your IVR not supported by our user interface, such as credit card payments or locating a store by zip code, then we can provide services for a custom IVR solution. Please contact sales for more information.

If you are on the technical side, then you can create your own IVR scripts / apps using our "How To" documentation.


 
What languages are supported?
Currently Virtual Attendant supports:
  • US English
  • UK English
  • French
  • German
  • Spanish
If you need support in a language not listed, please contact sales. Our custom IVR solutions support many additional languages.

 
What is included with my Virtual Attendant account?
Every account includes:
  • Purchase unlimited Local or Toll Free numbers
  • Unimited Call Flows / IVRs
  • Unlimited users / soft phones
  • Voicemail with Inbox for each user
  • SMS (Text Messaging)
  • Subscriptions
  • Basic Polls / Surveys
  • Call Logs
  • SMS Logs
  • User Groups

 
Can I cancel my Account at any time?
Yes. You can cancel your account at any time by contacting Support. Please note that when we close your account, we will release all of your phone numbers and they will no longer work with your call flows. Your data and recordings will no longer be available. In addition, you will not be able to reuse your email address to open a new account in the future.

 
What happens if my Virtual Attendant account balance reaches zero?
When your account balance reaches zero you will no longer be able to make and receive phone calls or send and receive SMS messages. You won’t lose your phone numbers right away.

If you pay off your balance and fund your account with a minimum of $20, you’ll be able to use your phone numbers again. If you haven’t replenished your Virtual Attendant account balance within 5 days or by the time your monthly service fee is due, we may close your account and return your phone numbers to our pool of available numbers.


 
How does Virtual Attendant’s pricing work?
Virtual Attendant’s simple pay-as-you-go pricing makes it easy for you to know what you’re paying and why. We charge a per-minute rate for calls, a per-message rate for text message, and a monthly rate for our account console and phone numbers.

Additional features like recordings are billed at $0.0050 per minute and recording storage is billed at $0.0010 per minute per month.


 
How does Virtual Attendant bill me?
As you use Virtual Attendant services (minutes, SMS messages, phone numbers, etc.) we draw down your account balance. When your account reaches $0, we will suspend your account. Don’t worry, we’ll notify you by email when your balance hits $10 and again when your balance reaches $0.

On your billing info page you can manually recharge your balance or have us automatically recharge your balance for a chosen amount when it falls below the $10 threshold.


 
Is my Credit Card information secure?
Yes. Your credit card information is encrypted and your transactions are safe and secure. Your credit card information is completely private and will never be shared. We do not store customer Credit Card information, all credit card details will be stored by our payment gateway company who will store it on their secure payment gateway for as long as necessary to carry out the terms of your subscription.

 
How do I set a refill trigger?
On your account billing info page, you can set your account to automatically refill your balance when it falls below the $10 threshold.

To set up your refill trigger, look under the "Auto Pay Settings" section and click the Enable button. On the "Auto Pay Settings" page, you can specify the refill amount that Virtual Attendant should add to your balance.

While your refill trigger is enabled, anytime your account falls below the $10 threshold, Virtual Attendant will automatically charge your card to add the amount you set.


 
What are Virtual Attendant’s business hours for support?
Our business hours cover Monday through Friday, 7:00 AM EST to 7:00 PM EST, excluding major US holidays

Holidays:

  • New Years Day
  • Martin Luther King’s Birthday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas Eve and Christmas Day


 
Do you support fax?
Not at this time. This is a very popular feature request, but we do not currently support sending or receiving faxes.