Archives: FAQs

FAQs / Portal Access

Why am I not receiving a password reset email?

Please check you’re trying to log in and reset your password from the correct ReceptionHQ website. This is the United States website. If you’re a ReceptionHQ UK customer or a ReceptionHQ NZ customer, you’ll need to log in via the .co.uk or .co.nz website respectively.

ReceptionHQ UK client portal login

ReceptionHQ NZ client portal login

If you are a ReceptionHQ US customer, your password reset email will likely have gone to the same email address where invoices are sent to. However, if you need further assistance please contact support@receptionhq.com.

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FAQs / MessageExpress, MyAssistant, MyDiary, ReceptionistPlus, Temporary Answering Services, Virtual Reception Services

How do I forward my calls to ReceptionHQ?

Forwarding your business phone calls to ReceptionHQ is easy. To have our team of virtual receptionists answer your calls, simply:

Decide whether you wish to forward calls immediately to ReceptionHQ (the best solution for most businesses) or have delayed call forwarding.
Identify the call forwarding codes for your telecommunications provider. Most providers publish these codes on their websites.
Use the codes to enable call forwarding to the local or toll-free number you choose to have allocated to you (aka your Assigned DID).

For more information, check out our article Forwarding Your Business Calls to ReceptionHQ’s Reception Team, which outlines:

Immediate and delayed call forwarding options
Specific instructions for forwarding from AT&T, CallRail, Dialpad, Google Fi, Google Voice, Grasshopper, JustCall.io, Nextiva, Ooma, Ring Central, Sprint, T-Mobile, Verizon, Vonage, Wix and ZOOM Phone

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FAQs / US-Based, Virtual Reception Services

What types of answering services does ReceptionHQ offer?

At ReceptionHQ, we offer a variety of answering services to suit the needs of businesses of any size, from small businesses to large corporations. Whether you require a virtual receptionist, assistant or corporate services, our friendly virtual receptionists are ready to assist.

Service options include:

24/7 answering phone calls service by a friendly, live receptionist, who uses your script to ensure all calls represent your brand and values
Call transfers, messaging service and customized greetings
Month-to-month packages priced on call volumes and is even available as pay as you go, to give you the best possible value
Keep your existing number, or we can provide you with a new one
Customized on-hold messages to add a level of professionalism to your business
Scripted questions and responses – your questions answered in-depth and resolved by a live answering service team
Have a professional virtual assistant provide customer service, phone answering, scheduling appointments, manage reservations and alter bookings
Corporate solutions which include a dedicated account manager and a bespoke service completely tailored to provide a business phone answering service for your evolving needs

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FAQs / MyAssistant

Is it possible to update settings and handle contact management in real time?

You can notify our live answering service online in real-time with our easy-to-use smartphone apps or web client portal to notify us of your greeting, call, transfer and message preferences.

Unavailable to take calls? Just quickly update your status and we’ll take messages for you, exactly as an in-house receptionist would do.

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FAQs / General, US-Based

How do virtual answering services work?

Having a virtual answering service is easy! With ReceptionHQ, an experienced and friendly remote receptionist answers your business calls and politely greets your callers based on your script.

Our virtual receptionists can screen calls and handle them however you prefer. A live receptionist will call you to announce who is calling and about what, and then transfer the call to you to accept. However, if you’re busy, the live receptionist will take a message and send you a notification by text or email.

You can focus on working on other things, with peace of mind to know that your calls will always be answered by our answering service. You can then check your messages at a time which is convenient for you.

If you already have a receptionist, ReceptionHQ can provide an overflow or peak service, lunch relief and holiday cover. We also can provide your business with a 24/7 telephone answering service, so you never miss an important call ever again.

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FAQs / MessageExpress, MyAssistant, MyDiary, ReceptionistPlus, Virtual Reception Free Trial, Virtual Reception Services

Do you offer live call answering services in Spanish?

Yes. Spanish bilingual service is included with every account at no additional cost. Whether Spanish-speaking callers are common or occasional to your business, we provide customizable options free of charge to ensure exceptional experiences for your Spanish and English-speaking callers.

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FAQs / Virtual Reception Free Trial, Virtual Reception Services

Where is ReceptionHQ based?

ReceptionHQ’s US headquarters, primary reception operations and customer service team are based in Phoenix, AZ. We’ve been providing 24/7 virtual reception services to US businesses since 2007.

Your calls during standard business hours (based on Phoenix’s MST timezone) are answered by our US-based receptionists located in Arizona, Florida, North Carolina and Missouri, ensuring your customers experience professional American voices representing your brand.

After-hours calls are handled by our equally skilled, English-speaking team in Australia – trained to the same high standards and delivering the same quality of service 24/7.

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FAQs / General

Do you provide international services?

Yes, in addition to the United States and Canada, we offer virtual reception services and other business solutions in Australia, New Zealand and the United Kingdom. We also service some parts of Europe.

Please contact us for more information on our international services.

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FAQs / Portal Access

I’ve forgotten my email address – how do I login?

The email address to login to your client portal or mobile application is usually the same as your ReceptionHQ billing email address. Please try entering the email address used for your ReceptionHQ invoices and if you’re still unable to login, please contact our friendly customer service team at support@receptionhq.com.

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