Ransomware at 7am? Your help desk line still answers.
You’re on site rebuilding a client’s server when another client calls: a screen says their files are encrypted and wants payment. Voicemail is the last thing they should hear. Phoneman answers, takes the details you need, and writes up every call.
- Free to start
- Test it before you forward
- Keep your number
The calls you getWhat it handles for it support companies.
- Suspected hacks and ransomwareCaptures: What the caller sees, when it started, and whether anyone gave out a password or remote access (never the password itself)
- Outages and email downCaptures: Which company, what is down, how many people are affected, and whether it is happening right now
- One user stuck or locked outCaptures: Who is affected, the laptop or account in their words, and whether they have a workaround today
- New hires, projects and invoicesCaptures: The start date or move date they give, what needs setting up, or which invoice they mean
The details you need, every time.
- The caller’s name and the company they work for
- What is not working, in the caller’s words
- How many people are affected, and whether it started just now
- Existing client or a business new to you
- The best number to call back
“Every file on our shared drive has a strange extension and there’s a note asking for payment.”
- Summary
- Office manager at a client firm reports files on the shared drive renamed and a ransom note on screen this morning. Several staff affected. Caller says nobody gave out a password.
- Asked for
- A technician as soon as possible
- Next step
- Call back now
- ImportantEmail down for the whole front office since 9amCall back this morning
- LowAsking whether you support Google WorkspaceAnswered from your approved answer; no callback needed
Urgent calls first.
- A suspected hack, ransomware or a stolen laptop
- A caller who gave a password, code or remote access to someone they now doubt
- The whole office or a critical system down now
- Email, phones or internet down for several people
- One person who cannot work at all today, with a deadline they name
- Which platforms you support
- After-hours rates you have shared
It answers. You decide.
- Tell a caller not to hand over a password or remote access to someone claiming to be from IT
- Mark ransomware, stolen devices and office-wide outages Urgent
- Answer questions you have approved, such as the platforms you support and your after-hours policy
- Offer to connect a caller to you, if they agree, when you have call transfers turned on
- Troubleshoot or walk a caller through technical steps
- Ask for, or repeat, a password, a verification code or a remote-access code
- Say whether a client’s data is safe or was stolen
- Promise a response time or say a technician is connecting
- A caller asks: “Do you charge extra for weekend callouts?”
- You approve: “Clients on a monthly agreement are covered. Everyone else is billed at our after-hours rate.”
- Next time: The next client asking about a Saturday server problem hears how weekend work is billed.
Transfers, with consent. A client says their whole office is offline. With call transfers on, Phoneman asks first, then rings your phone; outside your transfer hours it takes a message marked Urgent.
Make it yours.
Callers first hear your assistant say it’s the AI assistant; that line can’t be changed. This is what it says next. Replace {business} with your business name.
Thanks for calling {business}. Is something down or not working right now, or can I help with something else?
Start where you miss the most calls.
Plus · $99/mo
300 AI minutes a month. Best for after-hours and overflow. Start free and upgrade when you need to.
Compare plans and estimate your minutesWill it walk a client through fixing the problem?
No. It writes down what is broken, who is affected and when it started, and leaves the fix to you.
What if a caller starts reading out a password?
It never asks for passwords or codes and never repeats one in the write-up. If a caller says someone posing as IT asked for one, it tells them not to give it.
Will it tell clients when a technician will connect?
No. It doesn’t promise response times. It marks each call by what the caller says is happening, so you decide who to call first.
How fast will I hear about an outage?
As soon as the call is written up. A client who says the whole office or a critical system is down now comes through as Urgent, with a sound, and the company, the problem and how many people it affects, ready to copy into a ticket.
Never miss another call.
Set it up in about 3 minutes, call it yourself, and forward your calls only when you’re happy.