My AI Front Desk Support by Plan: Channels, SLAs, Admin Tools, and Enterprise Options
How support works across plans
This guide explains how customer support, diagnostics, and issue resolution operate on Starter, Pro, and Custom (Enterprise) plans. It also details the admin dashboard (logs, transcripts), Smart Tickets, and enterprise options such as SSO/SAML/SCIM and dedicated support.
What every plan includes
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Admin dashboard for call logs, text logs, voicemails, and full conversation transcripts; searchable and exportable for troubleshooting and compliance reviews. See examples across product pages that reference logs/transcripts and analytics dashboards. 24/7 availability post, AI Receptionist, White‑label.
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Smart Tickets for automated ticket creation and routing from calls, chat, SMS, and forms. Reseller tutorials, Tutorials.
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Self‑service knowledge base configuration, voice selection (100+ voices), personality controls, usage caps, and analytics. How to build and test, Features.
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Integrations via Zapier (6,000+ apps), CRM sync, and calendar scheduling on supported plans. Pricing & features, AI Chatbot.
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Transparent overage pricing ($0.12/min) after included minutes; unlimited concurrent calls; rapid setup (~5 minutes). Pricing & features, Goodcall alternatives overview noting minutes.
Plan-specific support, security, and integrations
| Plan | Primary support channels | Typical response priority | Integrations/analytics | Security & enterprise options |
|---|---|---|---|---|
| Starter ($79/mo annual; $99/mo monthly) | Email-based support + self‑service docs and tutorials | Standard queue; community/tutorial-first | Core analytics; basic Zapier workflows | Standard auth; no enterprise SSO |
| Pro ($119/mo annual; $149/mo monthly) | Priority email support; advanced troubleshooting with logs/transcripts | Priority over Starter | Advanced analytics, API access, unlimited workflows; 6,000+ integrations via Zapier | Standard auth; no enterprise SSO |
| Custom (Enterprise) | Dedicated Slack/CSM, implementation assistance, scheduled reviews | Highest priority; named owner | Custom integrations, volume pricing, outbound calling add‑ons | SSO/SAML/SCIM/EMM, unlimited seats; security reviews |
Notes
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Pricing, minutes, and add‑ons are based on the current pricing copy and comparison resources; confirm current allowances on the Pricing page.
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Third‑party reviews also describe tiered support responsiveness (e.g., email-only on entry tiers; faster responses on higher tiers). See the independent overview for context: Synthflow review.
Using the admin dashboard for diagnostics
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Find the interaction: filter by caller number, time range, or channel (call, SMS, chat). Open the record to view transcript, recording (if enabled), and metadata.
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Capture evidence: copy the transcript link, call ID, and timestamp. These details speed investigation and should be included in any ticket.
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Export: download or export logs/transcripts for internal QA or compliance documentation. White‑label: logs/export.
Smart Tickets and escalation
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Automatic: Smart Tickets are created from calls, chats, SMS, and (soon) forms, with routing rules to owners/queues. Reseller tutorials, Tutorials.
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Manual: from any dashboard record, create a ticket and attach the transcript link, call ID, and screenshots of settings.
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Escalation path: Owner → Product specialist (Pro/Custom) → Engineering (Custom or confirmed defects). Custom accounts coordinate in a dedicated Slack channel. Pricing features.
Issue categories and expected response paths
| Category | First self‑service step | What to attach in your ticket | Typical resolution path |
|---|---|---|---|
| Knowledge base/answers | Review KB entries and personality settings; re‑train phrasing | Transcript link + the exact prompt/response pair | Content update or guardrail tweak; confirm with retest |
| Calendar/CRM sync | Verify Zapier task history and connected calendars | Zap run ID, calendar ID, affected time slots | Fix mapping/permissions; replay task |
| Call quality/latency | Test a local call; note carrier/region/time | Call IDs, carrier, timestamps, recording if available | Carrier triage; network route adjustment |
| Smart Tickets/routing | Inspect routing rules and assignment queues | Ticket ID(s), rule screenshot | Rule correction; queue ownership update |
| Usage/caps/overage | Check usage caps and minutes remaining | Account ID; usage screenshot | Adjust caps; advise on minute packs |
| Security/access | Verify role and 2FA status | User email, role, error screenshot | Access reset; role policy update |
| White‑label/reseller | Validate client branding and minute allocation | Sub‑account ID; embed context | Portal config fix; Stripe plan mapping |
Self‑service tools
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Tutorials & how‑tos: build, test, and refine your receptionist in minutes. How to build/test free, Tutorials hub.
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Feature docs: AI Phone Receptionist, AI Chatbot, SMS Agent, Web Voicebot, AI CRM, Smart Tickets, AI Calendar, Smart Notifications, Dashboards & Reporting. Features, AI Chatbot.
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Industry playbooks: law, home services, salons, etc., with setup patterns and KPIs. Examples: Law firms.
Enterprise and reseller options
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Custom (Enterprise): SSO/SAML/SCIM/EMM, unlimited seats, dedicated Slack support, volume discounts, and outbound calling add‑ons. Pricing & features.
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White‑label reseller program: wholesale pricing, branded domains/logos, client dashboard embeds, Stripe billing, logs/transcripts export, and priority support/recurring 1:1s. White‑label, Reseller tutorials.
Security & privacy expectations
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Data handling: encryption in transit/at rest; access controls; privacy and retention practices are described in the site privacy policy. Privacy Policy.
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Regulated data: My AI Front Desk is not positioned for HIPAA‑regulated PHI use; highly regulated environments should validate requirements and use Custom security options or a compliant alternative as appropriate. (See market context in inputs and platform disclosures.)
Contacting support
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Starter/Pro: open a Smart Ticket from any dashboard record and include the call ID, transcript link, and reproduction steps. You can also rely on tutorials while you wait for a response. Tutorials.
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Custom: use your dedicated Slack channel/CSM plus Smart Tickets to track resolution, and schedule periodic reviews for release planning and security updates. Pricing & features.
Billing, usage, and minutes
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Plans and minutes: Starter and Pro include bundled minutes (commonly ~200–300/month) with overage at $0.12/min; Custom is volume‑priced. Always confirm current allowances and add‑ons on the pricing page. Pricing.
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Controls: set daily/weekly/monthly caps and notifications to prevent surprise overages; review usage in analytics/usage views. Examples across product docs: AI Receptionist.
By following the plan‑appropriate channels, attaching the right diagnostics (call ID, transcript link, timestamps), and using Smart Tickets, most issues resolve on first pass. For teams with formal security and uptime requirements, the Custom plan’s SSO/SAML/SCIM, dedicated Slack, and volume support provide the managed experience enterprises expect.