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Please tell us how you would like us to answer your calls:
Please tell us more about your business in order to enable us to answer your calls confidently:
Do you get asked the same questions regularly? If so, how should we respond?
What greeting message would you like:
Who should receive the end of day report with all collated messages?
What information are you happy for us to share with callers?
What information show we ask callers for?
If there is anything you would like us to be aware of or any additional instructions, please add this below


Call Instructions


To ensure we manage your calls in line with your preferences, we ask all new clients to complete a Call Instructions Template. This allows you to tell us how you'd like calls to be handled—whether we should transfer the call, email the message, or send it via SMS—for each relevant staff member or department.

You do not need to complete every column, but you must provide instructions for at least one person or department, so we know where to direct your messages.

We've included some example entries in the spreadsheet to guide you. You only need to complete the fields that apply to your team or business.


Typical details to include:

  • Staff names or department titles
  • Working hours or availability
  • Preferred call handling (e.g. transfer, email, SMS)
  • Notes on staff absences or coverage
  • Contact details for messaging

Important to note:

  • SMS messages are charged at 30p per text
  • Transferred calls are billed as two calls: one incoming and one outgoing

Step 1: Download the Call Instructions Template


Step 2: Add your team and call handling preferences


Step 3: Upload your completed spreadsheet below

Drag & Drop Files, Choose Files to Upload

You can also upload any additional documents that might be helpful—such as service overviews, team contact lists, or business information.

Drag & Drop Files, Choose Files to Upload