Frequently asked questions

It answers and makes calls, takes down customer details, books appointments and sends the follow-ups you approve. We agree with you what it can and can’t do, and when it passes a caller to your team.

Usually, yes. Our agents run on Retell AI. GoHighLevel, HubSpot, Calendly and Cal.com connect directly. Google Calendar, Google Sheets and many other tools connect through Make.com or n8n. We check what your systems allow before we quote.

The agent can put the call through, take a message or book a callback, depending on your phone setup. We agree the plan with you and test it before going live.

Setup starts from $300 and the monthly fee from $49.99, plus 45c a minute for calls and your phone provider’s charges. We quote for your agent before you commit, and the first consultation is free. See our pricing page for details.

We talk about your calls, goals and tools, and suggest where to start. If you’d like to go ahead, we send a proposal with what’s included, the timeline and the cost. There’s no obligation.

Typically one to two weeks from when you accept your quote. It depends on how many tools the agent connects to and how quickly changes come back to us. Your proposal sets out the timeline for your agent.

Not much. It helps to know the questions your callers ask most and the answers you give, your business hours, what should happen when a caller needs a person, and which tools you use for bookings or customer records. You’ll also need a phone number in your own Twilio or Telnyx account, and we can help you set one up. We go through all of this in the free consultation.

Yes. Testing is part of every build: we make real test calls with your team, including bookings and callers who ask for a person. Once we turn on testing for your agent, you can also talk to it through your computer’s microphone in your client portal before you subscribe, for up to 7 days or 60 minutes of test calls, whichever comes first. Those test calls are covered by the setup fee.

Choose a time on our Get Started page. If no time suits, send an enquiry from the same page or email service@intelliflow.com.au. There’s no obligation.

Up to seven rounds of changes before you accept the agent. A round is one list of changes sent together, such as one email. After we deliver the agent, you have 7 days to tell us about anything that doesn’t match your quote, and we fix that free. Once the agent is live, small changes taking up to an hour a month are included in your subscription. Bigger changes are quoted first, and nothing is done until you agree.

AI agents can mishear callers, misunderstand a request or give an incomplete answer, sometimes confidently. We reduce this by writing clear instructions, giving the agent only the information you approve, and testing it before launch. You can listen to every call and read its transcript and summary in your portal. If something isn’t right, tell us and we’ll fix it. Callers can always ask to reach a person.

Yes. Agents aren’t for emergencies or any call where someone’s health or safety may depend on it, and they don’t give legal, financial, medical or other professional advice. They shouldn’t be the only basis for a decision that significantly affects someone without a person reviewing it. Real estate agents: an agent only states a price, price range or reserve for a property if you’ve given us that figure in writing and it matches what you’re required to publish.

We host, monitor and maintain your agent. Support is by email to service@intelliflow.com.au and by phone, 9 am to 5 pm Melbourne time on business days. Between 7:30 am and 7:30 pm every day we also monitor for problems that stop your agents taking calls, and act on them as quickly as we reasonably can.

Your online account, where you and your team can listen to calls, read transcripts and summaries, manage contacts, make outbound calls, test your agents and manage billing. Sign-in uses an emailed link and an authenticator app, with no password. The portal is in beta, so features may change or be added. We give you notice before removing anything you rely on.

Your agent answers and calls from a number in your own Twilio or Telnyx account, so the number and its charges stay yours. IntelliFlow doesn’t sell phone numbers. We offer a free setup session to help you connect a number you already have in Twilio or Telnyx, buy a new one in your own Twilio account, or fix one that isn’t working. You type your own passwords; we never ask for them.

You pay your phone provider (Twilio or Telnyx) directly for calls and text messages. These charges aren’t included in our fees.

Yes. An agent can send a text during or after a call, such as a booking confirmation or a link. Texts are sent through your own Twilio account, and Twilio charges you per message. The texts we write include your business name and, where the law requires it, a way to opt out. You need the caller’s consent for any marketing text.

Yes: single calls, batches of up to 1,000 contacts from a spreadsheet, and callbacks the agent arranges with a caller. Batch calls run only during Australia’s telemarketing hours: 9 am to 8 pm on weekdays and 9 am to 5 pm on Saturdays, never on Sundays or national public holidays. Before each batch you confirm that you have consent or an exemption for each contact, and that numbers without consent were checked against the Do Not Call Register in the last 30 days. Contacts marked Do Not Call are left out automatically.

Yes. Every agent opens by saying it’s an AI assistant and that the call is recorded and transcribed. Callers can ask for a person or end the call at any time, and an agent never denies being an AI when asked. On outbound calls the agent gives your business name and the reason for the call.

The agent flags the call, and on outbound calls it ends the call promptly. We delete a flagged call’s recording, transcript and analysis within 7 business days, unless the law requires us to keep it. You still need your own privacy notice that tells people calls are recorded, handled by AI and may involve overseas providers. We can’t give legal advice, so check your obligations with your adviser.

Call recordings and transcripts are held by our voice platform, Retell AI, in the United States and other countries. The client portal runs on Cloudflare’s global network, and payments are processed by Stripe. Our Privacy Policy lists every provider and where they operate.

IntelliFlow doesn’t use your recordings, transcripts or other data to train AI models, and we don’t sell personal information. Under its standard terms, our voice platform, Retell AI, may use call content to improve its own models after removing identifying details. See our Privacy Policy.

Each call is kept for 12 months and then deleted automatically, including the recording, transcript and analysis. The call’s time, length and cost stay for billing. If you need a call for longer, for example as a record of consent, download it from your portal before then.

Only people in your business that your administrator gives access to, and IntelliFlow as your agency. Other clients never see your data. Your administrator decides what each team member can see and do.

No. Each agent is a month-to-month subscription with no minimum term. You can cancel any time in your portal or by email. The agent keeps working until the end of the month you’ve paid for, and that month’s fee isn’t refunded.

In two equal parts: half when you accept your quote, and half when your agent is ready. Each is due within 7 days of the invoice, unless your quote says otherwise.

Cancel before delivery and the second half isn’t due. From the first payment we keep a kick-off fee of 20% of the setup fee, the value of work already done and any third-party costs we can’t recover, and refund the rest within 14 days. See our Terms of Service for the details. Your rights under the Australian Consumer Law aren’t affected.

Your quote sets each agent’s monthly fee, any minutes included each month, and the rate for extra minutes. Extra minutes come from a prepaid balance that you top up, either by hand or automatically. Only connected time counts: unanswered calls cost nothing, while test calls and calls that reach voicemail do count. Included minutes renew each month and don’t roll over. If your balance runs out, your agents pause until you top up.

Yes. Your first subscription adds $10.00 to your balance. It’s used before any money you’ve paid, and has no cash value.

Yes. Unused balance stays on your account, and you can request a refund of it from your portal at any time. We refund to the card you paid with within 14 days. The refund doesn’t include unused welcome credit or anything you owe us. See our Refund Policy.

No. IntelliFlow isn’t registered for GST, so our prices don’t include it. If that changes, we’ll give you at least 30 days’ notice and you can cancel before it applies.

Only with notice. A price increase applies from the first billing month that starts more than 30 days after we tell you, and you can cancel without penalty before then. A price decrease applies from your next billing month.

Once you’ve paid the setup fee in full, your agent’s configuration (its instructions, knowledge and settings) belongs to you. If you leave, you can ask for an export within 30 days, in the format our voice platform supports. You’d need your own account with a compatible voice platform to use it. Custom functions and data tables that are part of our hosting aren’t included.

GoHighLevel and HubSpot (CRMs) and Calendly and Cal.com (calendars) connect directly, so your agent can look up callers, check availability and book appointments. Google Drive and OneDrive, so agents can answer from your documents, are coming soon. Other tools, such as Google Calendar and Google Sheets, connect through Make.com or n8n. Ask us about anything else, and we’ll check what your software allows.

Only once you allow it. When you first connect, the agent can only look things up. Functions that create or update records, or book, move or cancel appointments, are added only after your administrator turns on permission for that tool. Turning the permission off stops the agent changing anything.

Connecting is free, and you keep paying for your own GoHighLevel, HubSpot, Calendly or other accounts as usual. Setting up what the agent does with a tool, such as booking appointments, is part of your build and is included in your quote.