Help
Help
Answers for owners and staff on one page — setup, calls, billing, numbers, and privacy. Staff closing guest callbacks: Close every guest callback. Search or jump from the index.
Owners and staff: sign in at app.callsback.ai — help inside the portal is at Help → in every page.
Getting started
- What does setup include?
- Setup is $299 once per location. It covers forwarding or porting your store number, configuring the store, and a live test call with you.
- How long does setup take?
- We schedule it with you. Timing depends on carrier steps and when your team is free for the test call.
- What should I have ready?
- Hours, prices, and who should get callback texts. That is enough to configure the first store line.
- Where do owners and staff get day-to-day help?
- Sign in at app.callsback.ai. Portal help is under Help → on every page after you continue past sign-in.
How calls work
- What can she answer?
- Hours, machine issues, laundry-card questions, lost items, and wash-dry-fold (in testing) — using your store config.
- What happens when she cannot help?
- She puts the caller on hold with music and looks for a manager. If nobody is available, she takes a message, texts the team, and tracks the callback until someone closes it.
- Does she say she is AI?
- Yes. Every answer includes an AI disclosure, in the caller's language when available.
- Are calls recorded?
- Callers hear a recording notice. Recordings stay available to your authorized portal users for quality and disputes.
- What languages does she speak?
- English live. Spanish and other languages are in testing until we're confident on real calls.
For your staff
- What text do staff get?
- When a caller needs a human follow-up, staff get a short text with the callback details and a reference.
- How do they close a callback?
- Full guide: /help/callback-emails/. On a text: reply DONE (or DONE plus the reference). On a single-guest email: reply on that same message. On the open-callbacks list: one DONE line per ID.
- What is the open-callbacks email?
- You get an hourly email listing open callbacks so nothing sits unanswered between shifts. Each row has its own ID. Reply with one DONE line per ID you handled. Guide: /help/callback-emails/.
- Do I need to write what I did under each DONE on the list?
- No. For phone-call rows on the open-callbacks list, DONE plus the ID is enough. Full guide: /help/callback-emails/.
- How else might staff hear about an open callback?
- A text, an email, or a voice call — that is expected. Guide: /help/callback-emails/.
- How do we correct something she got wrong?
- Tell her once in Corrections in the portal — it sticks for the next call. Sign in and open Corrections from Help →.
Your numbers
- Do I keep my store number?
- Yes. You can forward the line to CallsBack.ai or port it — both keep the number customers already know.
- What is forward vs port?
- Forward leaves the number on your carrier and sends calls to us. Port moves the number onto the CallsBack.ai path while you still own it.
- Can I bring my own carrier?
- Bring-your-own carrier is in testing. Details: /help/byo-telephony/.
- What if I leave?
- Month to month. Cancel from the portal and the line forwards back to you the same day.
Billing
- What are the plans?
- Store $149/mo; Store+Card $249/mo; Fleet (5+) on the call. Same list as /pricing/.
- What add-ons are published?
- Sudsy web chat $49/mo; Owner Assistant $99/mo; Staff Assistant (per user) $39/mo; White-label widget $29/mo. Same list as /pricing/.
- Is there a contract?
- Month to month. Cancel from the portal when you are ready.
- Do you charge per minute?
- No per-minute charges. Minutes and turns can appear on invoices as informational columns only.
- What is the setup fee?
- $299 once per location — number forward or port, store config, and a live test call with you.
Privacy & compliance
- Where are the formal policies?
- Read /ai-disclosure/, /privacy/, and /terms/ on this site.
- What is recorded, and who can hear it?
- Call audio and transcripts for the business line. Authorized people on your portal account can review them.
- How do I request deletion?
- Email hello@callsback.ai. Waitlist removal and recording retention requests are handled from that inbox.
Developers
- Where are public developer docs?
- Start on /developer/ for product capabilities. Voice API OpenAPI JSON is at api.callsback.ai/openapi.json.
Contact
- How do I reach CallsBack.ai?
- Email hello@callsback.ai for sales, setup, and product questions.