Frequently Asked Questions
What does Cloud Secretary offer?
- Professional secretaries, available 24 hours a day, Monday through Friday and Saturday and Sunday 8am - 8pm EDT, with your customized instructions on how they handle your calls
- Service plans with unlimited minutes
- Call forwarding to your number or a specific employee on your staff list
- Real-time notifications about the call information via text/email or through your personal dashboard Appointment setting
How long will it take to set up the service?
After we guide you on how to use your personal dashboard, we will provide you your own unique Cloud Secretary number. You can then start using the service right away!
Do you provide phone numbers or can I use an existing phone number?
We do provide you with your own US number where you can forward your existing telephone number to. You can enable or disable the divert feature any time specifically when you are not available.
Note: If you want to provide the number we assign to you directly to your clients, you will not be able to keep the number once you decide to stop using our services. You can request for a specific local number in your area code or a toll-free number but it will take a week for the service to be activated.
Is it possible to use the service with a google voice number?
Yes you may! For instructions and assistance on how to do this, visit the link below: Google voice number
How do I enable call forwarding?
If you are forwarding from your office phone, you may follow the instructions provided by your local phone company or use the generic instruction for activating simple call forwarding:
- To activate: Press *72. Enter the phone number where you want calls to be forwarded. (e.g. *72-908-123-4567). Press SEND and wait for a confirmation tone or message. Press END.
- To deactivate: Press *73. Press SEND and wait for a confirmation tone or message. Press END.
If you are call forwarding from your mobile
- To activate: Settings, Call, Call Forwarding and put in your unique number
- To deactivate: Settings, Call, Call Forwarding and Disable/cancel
Do you bill by the minute or per call?
As we are not your typical alpha-dispatch service who will just take a message that is more or less just like voice mail but with a live person, we bill per call and not per minute to make sure we get the complete and right information from your clients. We only consider valid calls with valid call information. Hoax calls and telemarketing calls are automatically voided.
How much do you charge per call?
The rate other answering services charge per minute, is our average charge per call. For the Basic Plan, we charge a $1.20 per call with no minimum or maximum incoming calls required. This is feasible for small businesses and solo entrepreneurs. Once you receive more calls, you get to upgrade it anytime and go with our bundle packages to save more.
Can I track my bill?
Since this is usually a major issue in the industry, you also get to see a summary of your invoice in your personal dashboard, updated in real-time for transparency purposes. You will also receive your billing summary every month via e-mail.
How can I pay for the service?
For your convenience, we accept debit card, credit card or Amex payments.
How often will I be billed?
All charges and fees are billed every 1st-5th of each month.
Can I make changes with my account anytime?
You have access to your personal dashboard 24/7. You can update your information anytime, anywhere with no extra charge. You may also include notes for the secretaries of your current whereabouts so it looks as though your secretary is just in your office.
How will your secretaries answer my calls?
You decide! You get to customize how you want our secretaries to greet your callers, what needed information you want them to take and what questions should be asked. The first 3 days serve as a testing period (free of charge) as we want to make sure you are completely satisfied with how you have set-up your instructions for the secretaries to carry out.
How do I receive the call information?
Through your personal dashboard, you get to see all the calls with their respective information. This is updated by the secretaries in real-time. You also have the option to receive an email or a text message with the summary of the call.
Do you have call transfer?
Yes. We offer call transfer. This is a need for some of our clients who get urgent calls that they need to take. For this, you have the option to have the calls transferred to you directly once it has been identified urgent according to your instructions. Our secretaries place the caller on hold and verify if this is a call you would want to take.
Do you have appointment scheduling?
We can use your pre-existing online scheduling software like your google calendar to set, modify, or cancel appointments for you.