Frequently asked questions
Everything you need to know about FrontOffice.
Getting started
How long does setup take?
Under 5 minutes. Sign up, connect your Google account, and we provision a local phone number for your business. You're live before your next cup of coffee.
Do I need any technical knowledge?
No. FrontOffice is designed for business owners, not developers. If you can use a smartphone, you can use FrontOffice.
Do I need a Twilio account?
No. We handle the Twilio setup for you. Your phone number is provisioned and managed by FrontOffice — it's included in your plan.
What phone number do customers see?
A local phone number in your area code, dedicated to your business. All texts come from that number.
How it works
What triggers the automated text?
When a call to your FrontOffice number goes unanswered (rings and disconnects, or goes to voicemail), we immediately send a text to the caller.
How quickly does the text go out?
Within 30 seconds of the missed call.
What does the text say?
A warm, professional message asking how you can help — branded to your business name. You can customize the opening message in your settings.
What happens after the first message?
Our AI continues the conversation — collecting the customer's name, what they need, and their preferred time. When it's ready for you, the lead appears in your dashboard.
Can I reply to customers manually?
Yes. From your Conversations dashboard, you can read the full thread and send your own replies at any time.
Compliance & safety
Is this TCPA compliant?
Yes. Every first message includes an opt-out instruction ("Reply STOP to opt out"). Opt-outs are honored immediately and permanently. We also handle HELP keyword responses per TCPA requirements.
Does the AI tell customers it's automated?
Yes. If a customer asks whether they're talking to a robot, the AI discloses that it's an automated assistant. We don't deceive customers.
What if a customer sends something sensitive like a credit card number?
The AI is trained to detect sensitive data and ask the customer to share it through a secure channel instead — never storing or forwarding it.
What if a customer seems to be in distress?
The AI detects distress signals and immediately escalates — providing emergency information and your direct contact, then stopping the automated conversation.
Billing & plans
Is there a free trial?
14 days free, no credit card required. Full access to all features on the Starter plan during the trial.
Can I cancel anytime?
Yes. Cancel from your dashboard at any time. No cancellation fees, no long-term commitment.
What happens if I go over my SMS limit?
You'll get an email notification. Overages are billed at $0.02/SMS. You can also upgrade your plan anytime from the dashboard.
Can I upgrade or downgrade my plan?
Yes, at any time. Changes take effect immediately and billing is prorated.