How can I help?
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Getting started
Setup, going live, your first week
What exactly is HeyDiane?
Diane is a configured AI receptionist on your phone line — she answers, captures booking requests, and texts your on-call contact about the real emergencies.
Diane versus a traditional answering service
She quotes your real after-hours fee, takes the booking request for you to confirm on your HeyDiane schedule, and is set up for your business, not a script.
What happens in my first week after sign-up?
From creating your account through setup, forwarding and a test call, to Diane answering on your line and your first week of calls.
Daily operations
Call records, booking requests, escalations, tuning
Where can I review my calls and summaries?
Review calls and booking requests in your dashboard, with weekly email recaps, and a deeper monthly report on Crew and Fleet.
How do I change Diane’s escalation rules?
Change what counts as an emergency and the number Diane texts from the setup page in your dashboard, and email me for anything more involved — no monthly wait.
How do I update the prices Diane quotes?
Update your after-hours, weekend and holiday pricing in the setup page of your dashboard, and email me for anything it doesn’t cover.
Billing & cancellation
Payments, refunds, plan changes, cancellation
How do I cancel?
Cancel online with a code we email you — no phone call, no retention call, no survey. Diane keeps answering until the period ends.
Refund policy — what’s refundable and when
There’s no setup fee on any plan. The monthly subscription is month-to-month, cancel any time, with no partial-month refunds.
Can I pause instead of cancelling?
Yes — pause for up to 60 days. Email me and billing holds, Diane comes off your line, and your number and config are preserved.
Recording & compliance
Call recording disclosure, retention, customer requests
How does call recording disclosure work?
Diane opens each call by telling the caller it may be recorded. Here is her greeting, what happens next, and how to ask for a deletion.
How long are recordings kept?
Voicemails on the fallback line are purged after 90 days; Diane’s own call recordings are kept until you ask for a deletion.
Who can see my customer data?
Your customers’ details are seen by you, by me, by Retell (voice infrastructure) and by the other services named in the Privacy Policy — nobody else.
Troubleshooting
When Diane fumbles, when she misses a call, what to do
What if Diane mishandles a call?
If Diane mishandles a call, tell me when it happened and the caller’s number. I review the call and fix the instructions behind it.
Diane missed a call — what now?
If Diane missed a call, start with the call list in your dashboard, then check call forwarding with your phone provider, and email me the details.
Still stuck?
Email hello@heydiane.ca and you’ll hear back from me, not a ticket bot. Same-day on weekdays, next morning on weekends.