Frequently Asked Questions
Everything HVAC owners ask about Reply — pricing, setup, emergencies, languages, and booking.
FAQs
What is Reply?
Reply is an AI voice receptionist built for HVAC companies. It answers your phone 24/7, books service calls into your calendar, and texts customers a confirmation — in English or Spanish — so you stop losing jobs to voicemail.
How much does Reply cost?
Plans start at $150/mo (Founding), with Core at $299 and Pro at $699. Founding and Core include 100 calls then $1.50/call; Pro includes 300 calls then $1.00/call. One-time $99 setup (waived on Founding). No contract — cancel anytime.
How long does setup take?
About a day. You forward your existing number to Reply and tell it your hours, service area, and booking preferences. No new hardware and no phone-system migration.
Do I have to change my phone number?
No. You keep your existing business number and forward it to Reply — after-hours, on overflow, or 24/7, your choice.
Can Reply handle emergency calls?
Yes. Reply recognizes urgent HVAC language like “no heat,” “no cooling,” and “gas smell” and routes those calls according to the rules you set.
Does Reply book appointments or just take messages?
Reply books. It checks your availability and schedules the job into your calendar while the caller is still on the line, then texts a confirmation — it doesn't just leave you a message.
Does Reply speak Spanish?
Yes. Reply answers and books in both English and Spanish automatically, at no extra cost.
What happens to the calls afterward?
Every call is recorded and transcribed into your dashboard, along with the booking and the customer's details. Nothing gets lost.
Is there a contract?
No. Reply is month-to-month and you can cancel anytime.
How is Reply different from a human answering service?
A human answering service typically charges per minute, may not understand HVAC specifics, and usually just takes a message. Reply books the job directly, works 24/7 without per-minute charges, and is built only for HVAC.
Will my customers know they're talking to an AI?
Reply greets callers with your company name and sounds natural — most callers won't realize it's AI. Whether you disclose it is your choice, but note that some states (and laws like California's AB 2905) require AI disclosure on calls, so check your state's rules. Reply can announce it up front where you need it to.
Can Reply handle several calls at the same time?
Yes. Unlike a human receptionist who can only take one call at a time, Reply answers every inbound call at once — no busy signal, no hold queue — so you never miss overlapping calls during a rush or a heat wave.
What happens if Reply can't handle a call?
Reply follows the rules you set. For anything outside its scope, it can take a detailed message or transfer the call to your team — passing along the context it already gathered — so nothing falls through the cracks.
Does Reply work with ServiceTitan or Housecall Pro?
Reply books into Google Calendar today, with Outlook and dispatch tools (Housecall Pro, ServiceTitan, Jobber) on the roadmap. Until your tool is connected, Reply still captures the full job and pushes it to you instantly by text and in your dashboard.
How does the free trial work — will my card be charged?
You start with a free trial that takes a card up front. You're not charged until the trial ends, and you can cancel anytime before then at no cost.
Are calls recorded, and is that legal?
Yes — every call is recorded and transcribed into your dashboard. Recording-consent laws vary by state: most allow it, but about a dozen (including Pennsylvania, California, Florida, and Illinois) require all parties to consent. Reply can announce that the call may be recorded at the start where you need it — set it to match your state's rules.
What happens if I go over my included calls?
Calls beyond your plan's included amount are billed at your plan's per-call rate — $1.50 on Founding and Core, $1.00 on Pro. Your usage shows in the dashboard, so there are no surprises.