Frequently asked questions
Questions
What is LineRelay?
LineRelay is an AI telephone reception service supporting English and Mandarin. It answers from registered information, transfers callers to a person, and sends information by SMS.
Does it handle both English and Mandarin?
Yes. Both languages are supported, including switching language mid-call. There is no language-selection menu.
Do callers have to press numbers?
No. There are no number menus and no set phrases. Callers simply say what they need.
Can calls be transferred to a person?
Yes. Calls are transferred according to conditions set in advance. What happens when the destination does not answer is configured in advance too.
What happens if nobody answers the transfer?
Depending on your configuration, LineRelay takes the caller's name and phone number and notifies your team. Call-back messages and SMS follow-ups can also be configured.
Can information be sent by SMS?
Yes. Access details, links, and other registered information can be sent during or after the call.
Can we set the hours when AI answers?
Yes. You can set the days and hours during which AI answers — for example transferring to a person during opening hours and taking a message outside them.
Is call content stored or transcribed?
Call content is transcribed and processed in order to answer, transfer to a person, or send an SMS. What is stored and for how long is set out on the Security & Data Handling page.
Can we keep our current phone number?
In most cases, yes. The line and forwarding settings are reviewed during implementation.
How long does implementation take?
After reviewing your phone setup and configuration: 48 hours to a trial line, and seven days to full implementation, as a rule.
Are there extra costs such as call forwarding?
Your carrier may charge for forwarded calls. Please check your current line and tariff before starting.
When can we change plan or cancel?
Billing is monthly, one month at a time. Tell us before the end of a month and you will not be billed for the next one. Plan changes take effect the following month.
Which third-party services does it integrate with?
Calendars and reservation systems are supported. Other integrations are built under the Custom plan for large organisations — see the pricing page.
Calls answered by LineRelay are handled by AI. Call content is transcribed and processed in order to answer, transfer to a person, or send an SMS.
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