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Getting started
Onboarding, setup form, kickoff call, first week
What exactly is HeyDiane?
Diane is a configured AI receptionist on your phone line — she answers, books appointments, and texts you the real emergencies.
How is Diane different from an answering service?
She quotes your real after-hours fee, knows your service area, and books straight to your calendar — not a generic answering script.
What happens in the first week after I sign up?
A day-by-day breakdown of your first week with HeyDiane, from payment confirmation through the kickoff call to Diane live on your line.
Daily operations
Daily summaries, calendar bookings, escalations, tuning
What's in the daily 7am call summary?
Every morning at 7am: a one-line total of calls answered, booked, and escalated, then one paragraph per call from the night before.
How do I change Diane's escalation rules?
Escalation rules — what counts as an emergency, VIP callers, area codes — update by email with same-day turnaround, no monthly wait.
How do I update the prices Diane quotes?
Email your new after-hours, weekend, and holiday pricing and Diane quotes it within hours — no downtime, no redeploy, no waiting.
Billing & cancellation
Payments, refunds, plan changes, cancellation
How do I cancel?
Cancelling takes one click at /cancel — no retention call, no survey, no friction. 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 discloses recording at the start of every call, as Alberta and CRTC rules require, and callers can ask her to stop anytime.
How long are recordings kept?
Call recordings are kept for 90 days, then automatically purged — unless you request a longer hold for an active claim or dispute.
Who can see my customer data?
Your customer data is seen only by me, Retell (voice infrastructure), and the subprocessors 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, forward the recording or describe what happened — most issues are reviewed and patched within hours.
Diane missed a call — what now?
If Diane missed a call, start with the daily summary, then check your Twilio forwarding rule and the Retell status page.
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.