# FAQ Short answers about the AI receptionist: plans, the website chatbot, the AI answering service, follow-ups and your account. Updated Oct 28, 2026. Source: https://smallbusinesschatbot.com/docs/user-guides/help/faq ## Plans ### What's the difference between Self Serve and Managed? Both plans include every tool at a flat price, with nothing billed on top. On Managed our team sets it up, tunes it and makes your changes, as [Plans](https://smallbusinesschatbot.com/docs/user-guides/start-here/plans) lists. ## Website chat ### What does the chatbot know about my business? It reads your website pages and the answers you write under **Q&A**. When your site changes, start a re-scan, as [Train the chatbot on your website](https://smallbusinesschatbot.com/docs/user-guides/chat-widget/train-on-your-website) shows. ### How do I teach it what's in a document? Write the facts into [Questions and answers](https://smallbusinesschatbot.com/docs/user-guides/chat-widget/questions-and-answers), or publish them as a page on your website and add that page under **Chat Widget › Website**. ### Does the widget work with my website builder? It works on any site that lets you add code, and WordPress has a plugin. [Add to your website](https://smallbusinesschatbot.com/docs/user-guides/chat-widget/add-to-your-website) covers both. ### Can the chatbot book appointments? Yes, it books, reschedules and cancels appointments in Google Calendar or a Microsoft Outlook calendar, and each meeting can get a Google Meet or Microsoft Teams link. [Google Calendar and Outlook](https://smallbusinesschatbot.com/docs/integrations/calendars/google-calendar-and-outlook) shows how to connect it, and [Calendar booking](https://smallbusinesschatbot.com/docs/user-guides/chat-widget/calendar-booking) how to turn it on. ### Where do I read the chats? Every chat is saved with its summary and transcript under [Conversations](https://smallbusinesschatbot.com/docs/user-guides/conversations-and-analytics/conversations), and you get a summary email when it ends. ### What does the widget look like on a phone? On screens 768 pixels wide or narrower, the open chat fills the screen. [Look and feel](https://smallbusinesschatbot.com/docs/user-guides/chat-widget/look-and-feel) covers the colour, name, photo and greeting. ## Phone and texts ### Can I keep my business number? Yes. At your phone carrier, forward your line to your Small Business Chatbot number all the time, or only when you don't pick up. [Phone number and voice](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/number-and-voice) shows how to get the number. ### Does the AI answering service know my website? It answers from your Q&A. Switch on **Let the voice agent look up answers from your website pages** under **Voice Agent › Settings**, and when a caller asks something the Q&A doesn't cover, it says a short line such as "Let me check that for you." and searches the pages added under **Chat Widget › Website**. [Greeting and call rules](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/greeting-and-call-rules) covers the setting. ### How do callers book an appointment? The AI answering service can offer to text the caller your booking link. The caller books from the link into your connected calendar, as [Greeting and call rules](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/greeting-and-call-rules) explains. ### Can callers be put through to me? Yes, when transfer is on and your number is set, the AI receptionist transfers callers who ask for a person. [Transfer to a person](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/transfer-to-a-person) covers what happens if nobody answers. ### What languages does the AI receptionist speak? It answers calls in many languages. ### Are texts answered too? Yes, the texting agent replies when **Allow texting agent to reply to inbound texts** is on under **Voice Agent › Settings**. [How texting works](https://smallbusinesschatbot.com/docs/user-guides/texting/how-texting-works) covers what it can send. ### How are spam calls handled? A call that matches your spam keywords is answered, flagged as likely spam and saved in Conversations, and its summary email is skipped. [Spam protection](https://smallbusinesschatbot.com/docs/user-guides/voice-agent/spam-protection) shows how to set the keywords. ## Follow-ups and CRM ### When does the app message my customers? Only from workflows you publish. New workflows start as drafts, and nothing sends until you publish one and switch outbound texts, emails or calls on, as [Outbound switches and limits](https://smallbusinesschatbot.com/docs/user-guides/workflows/outbound-switches-and-limits) explains. ### Where do contacts come from? They save themselves from chats where the visitor gives a phone or email, and from calls, texts, email replies and bookings. [Contacts](https://smallbusinesschatbot.com/docs/user-guides/crm/contacts) covers what each contact shows. ### Can it send my leads to another CRM? Yes, through a workflow. A workflow's [HTTP request](https://smallbusinesschatbot.com/docs/integrations/automation/http-request) step sends each chat, call, text or booking to any CRM with a public API. A CRM that can send a webhook brings its data in through an [inbound webhook](https://smallbusinesschatbot.com/docs/integrations/automation/inbound-webhooks). [Zapier](https://smallbusinesschatbot.com/docs/integrations/automation/zapier) reaches HubSpot, Salesforce, Jobber and the others in the [Other tools](https://smallbusinesschatbot.com/docs/integrations#other-tools) table. ## Account ### Who gets the summary emails? The address under **Primary Email for Conversations** gets them, plus up to 10 **Additional Emails**, for example a colleague on call. Set both under [Admin settings](https://smallbusinesschatbot.com/docs/user-guides/account/admin-settings). [Summary emails](https://smallbusinesschatbot.com/docs/user-guides/conversations-and-analytics/summary-emails) shows what each email holds. ### How do I cancel? Ask our team through the **Support** panel or the [contact form](https://smallbusinesschatbot.com/contact). [Cancel and number release](https://smallbusinesschatbot.com/docs/user-guides/account/cancel-and-number-release) has the steps. ### What happens to my phone number if I cancel? The app releases it when the subscription ends, and the release is permanent. Before you cancel, turn off forwarding to it at your carrier, as [Cancel and number release](https://smallbusinesschatbot.com/docs/user-guides/account/cancel-and-number-release) shows.