AI Receptionist service offers access to Smith.ai's 24/7 Live Agent Network. This feature allows you to add a human touch to select call scenarios at a fraction of the cost of traditional virtual receptionists.

How Add-ons are Billed

Live agent involvement is billed at a flat rate of +$3.00 per call, only when used. This cost is in addition to your plan's monthly cost and any overage costs.

Flat rate pricing means you only pay the add-on cost once per call, regardless of how many live agent interactions occurred within it.

Billable Live Agent Add-on Scenarios

Each of the following features qualifies as a live agent add-on, and is billed at a flat rate of $3 per call when used. There is no limit to the call's duration or number of live agent interactions.

Caller-initiated escalation

• This setting is enabled
  
• AI Receptionist identifies a request from the caller to speak with a human/person/agent (someone other than AI)
• A Smith.ai live agent takes over the call

Human verification

• This setting is enabled
  
• AI Receptionist identifies that the caller is new
• A Smith.ai live agent takes over the call

Live agent scheduling

• A caller type playbook's call action is Schedule an appointment, using a non-integrated calendar ("Other calendar")
  
• AI Receptionist identifies a qualifying caller type
• A Smith.ai live agent takes over the call

Live agent playbook handoff

• A caller type playbook is set to have calls handled by a Live Agent
  
• AI Receptionist identifies a qualifying caller type
• A Smith.ai live agent takes over the call

Learn more about the available live agent interactions.

Non-Billable Scenarios

The following human-involved call scenarios do not qualify as add-ons:

• Internal AI system escalation — e.g., AI is struggling to understand a caller & escalates to a live agent for assistance
  
• Technical issue — e.g., fallback live agent call handling during an AI outage
  
• Transfers outside of Smith.ai's system — e.g., transfer to your business