Help & support

Your business name, your line of work, your hours, the area you serve, and your address if customers visit. Paste your website and Penny fills in what she finds; you can correct anything. Your trade fills in Penny’s starting rules, which you can change later.

Choose her voice, her default language and the greeting, and whether every call starts with a short notice, in your default language, that an automated assistant is answering and the call may be recorded. The notice is on unless you turn it off.

What you offer, each with its price as you want customers to hear it: a set price, a typical range, or a quote after a visit. Penny gives prices only as you write them here.

Connect Google Calendar or Outlook here, or later in Settings → Appointments. Penny offers open slots inside your hours, reads the appointment back to the caller before the call ends, and you get the details by email. Customers can move or cancel an appointment Penny booked, by phone or in your website chat. Under Identity verification, you choose how she verifies a customer’s identity first: the name, day and time; those and the phone number on the appointment; or a code she emails them. Or have every change come to your office. You can also have her ask up to two questions from your booking form that only your customer would know, such as the service address or a gate code. Every change shows in your Inbox and your email.

The details Penny takes down when someone leaves a message, asks for a quote or books, which of them she makes a point of asking for, and the questions she works into the conversation. Your trade fills in a starting form you can change.

Your website, which Penny reads and answers from; your answers to the questions customers ask most; and your house rules in your own words, such as never quoting prices over the phone.

The address your email alerts go to, and which conversations you hear about: every one, only those where Penny took something down, or none. Urgent alerts come by email too.

See whether your phone and website chat are live and what each still needs, and try Penny in a test chat. Add the chat to your website with one line of code. On a phone plan, choose a local number for Penny and test it, then forward your existing line to it, every call or only the ones you miss, with the carrier guide on the Phone and website page.