In this article, you will learn about some of the most frequently asked questions related to Genius Answering.

Genius Answering is an AI-powered answering service capable of picking up incoming calls, speaking with your customers about the services they need, and even adding jobs to your schedule. Genius Answering is a powerful AI tool built right into Workiz, eliminating the need for manual training.

After activating Genius Answering, "Jessica" — your business's AI answering assistant — will automatically know a lot about your business based on your Workiz account. You can further configure Jessica to only offer certain services, ask specific questions, and even limit the sort of actions she can take during calls, including:

• Creating a new job
• Taking a message
• Rescheduling an existing job (verified clients only)
• Canceling an existing job (verified clients only)
• Adding a note to an existing job (verified clients only)

To learn more about getting started with Genius Answering, please see this article.

Frequently asked questions

• Jessica is your AI answering assistant as part of the Genius Answering add-on. She will be the assistant that clients speak to on the phone, and is capable of booking new jobs, rescheduling existing jobs, and more.

• Yes! Jessica can be configured from the Genius Answering script settings page. There, you can decide what types of jobs Jessica can book, what questions you want Jessica to ask, and more.

• No, Jessica will only allow callers to cancel existing jobs if the caller dialed from a number that matches an existing job on your account. Calls from numbers that aren’t saved to existing jobs will be limited to booking new jobs or leaving a message.

• Jessica will only allow clients to book services that match the job types you selected when customizing your script. If the requested service doesn’t match one of your chosen job types, Jessica will clearly explain that she can only book certain types of jobs before listing some of those jobs to the caller.

• If your call flow is set up to record calls, calls answered by Jessica will be recorded. To learn more about recording calls, please see this article.

• You can enable this capability when customizing your script. When enabled, Jessica will provide you with a written message you can access from the Message Center.

• Currently, Jessica can only communicate in English.

• Jessica can handle multiple calls simultaneously. If a call comes in while she’s already assisting one client, she’ll seamlessly take on the second call as well.

• Yes! Simply insert Genius Answering as a step within the closed-hours section of your call flow and Jessica will answer all calls that come in outside of your business hours.

• If Jessica encounters a request she cannot handle, she will inform the caller and offer to take a message.

• Yes, a Workiz Phone plan is required in order to use Genius Answering.

• No, on-demand billing cannot support Genius Answering. Once your included minutes are used up, on-demand billing allows you to continue receiving calls, but those calls will be routed to voicemail or handled manually — Jessica will no longer answer them. To ensure uninterrupted service with Jessica, you’ll need to upgrade your plan.

• Jessica will decide when and how to book jobs based on the availability preferences you have saved on your online booking settings page.

  Here are the three different options available:

  • Based on tech's availability:Only allow clients to schedule appointments based on your team's availability
  • Set number of jobs per slot:Only allow your clients to schedule a certain number of appointments per time slot
  • Allow double booking: Allow clients to schedule appointments regardless of existing availability

  If your online booking settings allow for double booking, Jessica will do the same.