Frequently Asked Questions

FrontOffice247 is front office coverage — 24/7, without hiring 24/7. It catches incoming requests (leads, support, questions), asks the right intake questions, routes them to the right person on your team, and follows up until they're handled.

You tell us what types of requests you handle and what details you need for each. We build the intake flow — which questions to ask, what to collect, and where to route it. Most workflows go live in a day.

Yes. You can create separate workflows for leads, support requests, appointment bookings, complaints, or anything else. Each one can have its own intake questions, routing rules, and follow-up sequences.

Bob escalates with full context — a clean summary of the request, the details collected, and any relevant history. Your team picks up with everything they need instead of starting from scratch.

You set the rules — route by request type, urgency, business hours, or custom tags. Emergency requests go to on-call. Sales leads go to the closer. Support requests go to the team. You can also set fallback routing when someone doesn't respond within your SLA.

You configure what happens. FrontOffice247 can re-notify, escalate to a backup person, or send a follow-up to the customer letting them know their request is being reviewed. Nothing gets silently dropped.

Yes. You set the cadence — if a customer doesn't respond or a request goes unacknowledged, Bob sends a follow-up with the original context. No more "just following up" emails you have to write manually.

Yes. Bob can handle website chat, a voice widget on your site, and phone calls (via Twilio or Vonage integration). The same governed responses apply across all channels.

Yes. Bob can escalate to your team based on criteria you define. For urgent issues, complex questions, or customer request, Bob will route to a human and capture all relevant context.

Bob uses text-to-speech for voice interactions. We offer several voice options and you can choose one that matches your brand. The conversation flow is natural and conversational.

We're building integrations with CRMs, scheduling tools, and industry-specific software. Current integrations include Twilio, Vonage, and basic webhook support. Get early access to be notified when your tools are supported.

Scheduling integrations are on our roadmap. Currently, Bob captures appointment requests and customer details, which your team can then confirm. Direct booking will require integration with your scheduling software.

Yes. We offer a REST API and webhook support for custom integrations. API documentation is available for pilot customers.

Bob only responds from your approved content. You can also set explicit guardrails — topics Bob should refuse to discuss, escalation triggers, and required disclaimers for certain topics.

We are building toward compliance certifications. Currently, Bob is designed with privacy and governance in mind, but we don't yet hold healthcare or security certifications. Check our Proof Center for current status.

Bob logs conversations for your review and improvement. Personal information shared by customers is stored securely. You control data retention policies and can export or delete data as needed.

Yes. We track refusals so you can see what questions customers asked that Bob couldn't answer. This helps identify knowledge gaps and improve Bob's content over time.

Yes. All conversations are logged with full traces. You can export logs for compliance, training, or analysis purposes. Exports include timestamps, source references, and any tool calls Bob made.

Phone calls can be recorded with appropriate consent notices (Bob announces recording at the start of calls in jurisdictions where required). Recordings and transcripts are available in your admin portal.

Default retention is 90 days, but you can configure longer retention for compliance needs or shorter retention for privacy preferences. Data can be exported before deletion.

We're currently in pilot phase with early-access pricing. Pricing will be based on usage (conversations, channels, integrations). Get early access for pilot pricing.

We offer pilot programs for qualified businesses. During the pilot, you can test Bob with your actual content and customers before committing. Apply for early access.

Pilot includes: knowledge ingestion from your sources, chat widget setup, admin portal access, conversation logs, and direct support from our team. Phone and advanced integrations may be additional.

1) We crawl your website and ingest your documents. 2) We generate an ingestion report showing what Bob learned. 3) You review and approve. 4) We deploy the chat widget. 5) We monitor the first few days together.

Pilot customers get direct support via email and Slack. We also have a help center and documentation. Enterprise customers get dedicated support and SLAs.

Yes. You can configure Bob's tone (professional, friendly, casual), greeting messages, and brand voice. Bob can be configured to match your company's communication style.