Your Quick Reference Guide
Everything you need to run your system day to day
Start here before contacting us. Most questions we get have a thirty-second answer, and it's usually on this page. If you've checked and it's still not right, jump to how to reach us — there's a short list of what to send so we can fix it on the first reply instead of the third.
On this page
The five-minute tour
Your system does four jobs. Everything else is detail.
| It does this | So that |
|---|---|
| Answers your phone with an AI receptionist when you can't | A caller talks to someone instead of ringing out — and you get their details straight away |
| Replies to web enquiries and messages, day or night | Nobody waits until Monday for an answer |
| Confirms appointments and reminds people before they're due | Far fewer no-shows |
| Asks customers for a review after a completed job | Your Google rating climbs without you remembering to ask |
All of it runs by itself. You don't need to switch anything on each morning.
One thing to know in your first fortnight. Your chat assistant starts in a mode where it drafts replies and waits for you to approve them, rather than sending on its own. That's deliberate — it lets you see how it answers before it speaks for your business. We'll switch it to fully automatic with you once you're happy. If you're wondering why messages aren't going out by themselves yet, this is why, and nothing is broken.
Your AI receptionist
When a call isn't answered, an AI assistant picks up. It says plainly that it's an AI, takes the caller's name, number, what they need and how urgent it is, and reads it back before ending the call. The details land on their contact record with a written summary, and you call them back.
It's a message-taker that talks — and that's on purpose. Here's what it will and won't do:
| It will | It won't |
|---|---|
| Take a message and get the details right | Quote a price |
| Let a caller simply leave a message if they'd rather | Promise when you'll arrive |
| Flag anything urgent or dangerous to you immediately | Confirm you cover their area |
| Write everything to the customer's record | Book an appointment |
Those limits are the point. A receptionist that guesses at prices or coverage creates problems you then have to unpick with the customer. This one takes the message accurately and hands it to you.
Emergencies jump the queue. If a caller describes a flood, a gas smell, sparking wiring, no heat in freezing weather or anything they call an emergency, you get an alert within seconds — while they're often still on the phone. The assistant also tells them to hang up and call 911 if anyone is in danger.
Where things live
| I want to… | Go to |
|---|---|
| See all my messages — texts, emails, Facebook, chat | Conversations |
| See who's contacted me recently, and read call summaries | Contacts |
| Check today's appointments | Calendars |
| See which jobs are quoted, won or completed | Opportunities |
| Check my balance, top up, or see my AI minutes | Settings → Billing |
| Change my opening hours | Calendars → your calendar → Availability |
| Get my booking link to share | Calendars → Share |
| Send an invoice or take a payment | Payments |
| Do all of this from my phone | The mobile app — same login |
Four things to leave alone
You can explore everything freely — but these four quietly break things, and the damage isn't obvious for weeks. If you want any of them changed, just ask and we'll do it properly.
1. Your booking link address
Don't change your calendar's URL or "slug" once you're live.
That address is the one thing your booking link is built from. If you change it, every copy of the old link stops working — the button on your website, the link on your Google listing, anything in your email signature, printed flyers, business cards, ads you're paying for.
None of it will show an error. People will just click and land on nothing, and you won't hear about it, because customers who hit a dead link don't call to complain. They go elsewhere.
The automatic texts we send will keep working. It's everything you've placed by hand that breaks.
If you need it changed, tell us first and we'll update every placement at the same time.
2. Custom Values
These are the details that get slotted into your automatic messages — your business name, phone number, booking link and so on. Change the value whenever you like: if your phone number changes, update it there and every message updates at once. That's what they're for.
But don't rename or delete them. Your automations look them up by name. Rename one and it simply vanishes from your messages, leaving a gap where your business name should be.
3. Your automations
You'll find these under Automation. Have a look around — but please don't switch them off, edit the steps, or delete them.
Want the wording changed, or a reminder sent at a different time? That's a five-minute job for us and we're glad to do it. It's much easier than untangling a workflow that's been half-edited.
4. The AI voice model
Don't change the model your AI receptionist runs on. It's set under AI Agents, and it is the one setting that directly changes what your calls cost.
Your account is set to the model we've chosen as the best balance of quality and cost. Other models available in that menu cost several times more per minute, and the difference lands on your usage bill, not ours.
This applies to anyone with access to your account, not just you — so if you add an office manager or a second user, it's worth passing on.
If you're unhappy with how the assistant sounds or answers, tell us. That's usually a wording change, not a model change.
What we can and can't text
Your system is registered with the phone carriers for customer service messages — appointment confirmations and reminders, following up on a job, and replying to someone who contacted you first.
It is not registered for promotional texts, and we can't send them.
No sale announcements, no discount offers, no "book this week and save" to your customer list. This isn't us being cautious — sending promotional texts on a service registration is how a business gets its texting shut off by the carriers, and in Texas it carries penalties of $5,000 per message, which courts can treble.
Promotions go by email instead, where the rules are completely different and we can help you send to your whole list. If you've got an offer you want to put out, ask us and we'll set it up properly.
Two related things worth knowing:
- If someone replies STOP, that's permanent until they opt back in. We're legally not allowed to text them again — including appointment reminders. You'll get an alert when that happens, naming the customer and what couldn't be sent, so you know to phone them instead of assuming they got the message.
- If someone unsubscribes from your emails, it stops all email to them — including appointment confirmations, not just marketing. Same alert applies.
Understanding your bill
Two separate things: your monthly plan, and your usage.
The monthly plan is a fixed subscription — same amount every month. Usage covers the texts, emails and AI phone minutes you actually use, and works like a prepaid balance you top up.
Most clients spend between $20 and $45 a month on usage. We've set a low-balance alert on your account, so you get warning before it runs out. If your balance empties, messages stop going out — so top up when you see that alert rather than after.
The one thing that moves that number is phone minutes. Your plan includes 100 AI receptionist minutes a month — roughly 50 to 60 calls. Past that, extra minutes are billed at about 25 to 30 cents a minute. A busy month in season can run over, and that's normal; we'd rather you knew the number than found it on an invoice.
Texts and emails are the small end of the bill. A typical appointment — confirmation plus two reminders — costs around 8 cents in total, and emails are a fraction of a cent each.
If something's not working
Nine times out of ten it's one of these. Two minutes here usually saves a phone call.
My texts aren't sending
- Check your balance first. An empty wallet stops messages. Settings → Billing.
- Check the time of day. Appointment reminders and job follow-ups send between 8:00am and 9:00pm any day. Review requests, no-show follow-ups and quote chasers are tighter — 10:00am to 7:00pm, Monday to Saturday. Anything outside its window queues and goes out when the window opens. It isn't lost.
- Has that person replied STOP at some point? If so, we're legally not allowed to message them again. You'll see them marked as opted out on their contact record, and you'll have had an alert at the time.
- Brand new account? Texting needs carrier approval before it switches on. If we're still waiting on that, we'll have told you.
Nobody's booking appointments
- Open your booking link yourself. If it doesn't load, the address may have been changed — see above.
- Is anyone assigned to the calendar? A calendar with no one on it shows no available times. Calendars → your calendar → Team.
- Check your availability hours and that you haven't blocked the days out.
- Remember your minimum notice. If it's set to two hours, nothing in the next two hours will show as bookable — that's deliberate.
No review request went out after a job
- Did the job reach the "Job Completed" stage? That stage change is what starts it — not "Won". Opportunities → drag the card to Job Completed.
- It isn't instant. The request goes out 14 days after completion, with a second one three days later. The gap is deliberate: it gives you time to put right anything the customer wasn't happy about before you ask them to rate you publicly.
I'm not getting notified about new leads
- Check your notification settings under Settings → My Profile.
- Check the app has permission to send you phone notifications.
- Check your email spam folder — mark us as safe if you find us there.
A customer says they got the same message twice
Tell us. That usually means two things are messaging at once, and it needs fixing on our end — not yours.
A call wasn't answered by the AI, or the details are wrong
- Check your AI minutes under Settings → Billing — if the balance is empty, the assistant can't pick up.
- If the details it took were wrong or thin, send us the call summary from the contact's record. The assistant's wording is something we can tune.
Someone's details are wrong in a message
That's a Custom Value. Settings → Custom Values, update the value, and every future message picks it up. If the field looks empty, it may have been renamed — give us a shout.
I can't log in
- Use the password reset link on the login page first.
- Check you're at the right web address — bookmark it after your first login.
- If you've genuinely locked yourself out, contact us and we'll reset it.
Still stuck? Here's how to reach us
Email: support@IntelliTechDynamics.com
Business Hours: Monday to Friday, 9:00am – 5:00pm Central
Send us these four things and we'll fix it first time
Support conversations usually take three emails when they could take one. Almost always it's because we have to ask what happened before we can start looking.
| Tell us | Example |
|---|---|
| What you expected to happen | "The customer should have got a reminder text" |
| What actually happened | "They said they never received one" |
| When it happened | "Tuesday around 2pm" |
| Who it involved | "Sarah Miller, 555-0142" |
A screenshot beats a description every time. If you can see the problem on screen, send us the picture — it removes all the guesswork.
What we handle for you, at no charge
- Changing the wording of any automatic message
- Adjusting when reminders send
- Changing how your AI receptionist greets callers or what it asks
- Adding or changing a calendar
- Adding team members
- Connecting a new Facebook, Instagram or Google account
- Anything that isn't working the way it should
Genuinely — ask. We would far rather spend five minutes changing something for you than have you avoid using a feature because it isn't quite right. That's what you're paying us for.
Response times
| Something is broken and costing you work | Same business day |
| A change or a question | Within one business day |
| A new feature or bigger project | We'll get back to you with a plan |
A few things worth doing
- Put your booking link everywhere. Website, Google listing, email signature, Instagram bio, invoices. It's the single highest-return thing you can do in ten minutes.
- Install the mobile app. Most people end up running the whole thing from their phone.
- Call back the AI's messages quickly. Someone who left their details is a live lead sitting in your Contacts list.
- Move jobs to "Job Completed" when you finish them. That stage change is what triggers the check-in and the review request. Skipping it means neither ever happens.
- Keep an eye on your balance in the first month, so you learn what your normal usage looks like.