Frequently Asked Questions

Signing up takes about 10 minutes, and setup about 30 more. Your line then goes live automatically, usually within a day. The breakdown:

• Portal setup: 15–20 minutes to sign in and add your locations, services, staff and Knowledge Base answers
• Calendar setup (if you take appointments): 5–10 minutes per professional (create calendar, share it, copy the ID)
• Call forwarding: 5 minutes with your phone provider
• Switch the AI on: set Online Booking Status to Enabled in Portal Settings. We check every 6 hours and email you when you're live.
• Pharmacies only: 5 minutes to sign the legal documents sent by SignWell

Calls are answered from the day you go live. Canadian businesses' text confirmations work from day one. US businesses' texts start once mobile carriers approve the SMS registration (A2P 10DLC), usually 5–8 business days after signup.

Yes. You sign in to your Portal with Google, so you sign up with a Google account too. A Google Workspace address (e.g. info@yourbusiness.com) or any Google account works, including one you create for your existing email address. Front desk businesses that take appointments also keep their staff calendars in Google Calendar, and clinical transcription saves notes to your Google Drive.

The outreach agent can still send from a Microsoft 365, Zoho or other mailbox. Only the Portal sign-in uses Google.

Share each professional's work calendar with:

frontdesk-assistant@agentic-front-desk.iam.gserviceaccount.com

Grant it "Make changes to events" access.

Activation runs automatically every 6 hours. The most common reasons for a delay:

• You haven't signed into your Portal yet (link is in your welcome email)
• Online Booking Status in Portal Settings is still set to Disabled — flip it to Enabled once your staff and services are added
• Pharmacies: the SignWell legal documents have not been signed

Your Portal Home page shows each of these. If activation has not completed within 24 hours of finishing all steps, email support@moonlightai.ca.

Only pharmacies (and clinical transcription, for the Business Associate Agreement) sign documents through SignWell. Other businesses accepted the Terms at checkout and have nothing to sign.

Check your spam or junk folder first — SignWell emails occasionally land there. Search for "Moonlight AI" or "SignWell".

If you still cannot find it, email support@moonlightai.ca with your business name and we will resend the document package within one business day.

Not if you use Option B (forwarding). Set up call forwarding from your existing number to the AI number and your clients keep calling the same number they always have. The AI answers transparently — no listings to update.

If you choose Option A (use the AI number directly), you will need to update your Google Business Profile, website, Yelp, etc. See the Call Routing Guide for details.

Most changes (updating a price, adding a service, editing a policy in Business Knowledge) are live on the very next call. Calendar changes are also reflected in real time.

Not currently — each Portal page's fields are fixed to what the AI understands (Professionals, Services, Locations, etc.). If you need to track something custom, add it as a note in Business Knowledge or a client's Preferences/Notes field, or contact support to discuss it.

Deleting is permanent — there's no undo. If you're not sure whether to remove something, set its Status to Inactive instead; that hides it from the AI without losing it. If you've already deleted something you need back, email support@moonlightai.ca and we can check whether it's recoverable from a recent backup.

No. The AI can only create or update the specific records it's designed to touch during a call (e.g. logging a new CRM client, marking a Waitlist entry as notified, booking or cancelling an appointment). It has no access to your billing, your account settings, or any other tenant's data.

Your primary calendar contains personal events (birthdays, personal appointments, etc.) that you almost certainly do not want the AI reading or booking into. A dedicated work calendar keeps things clean — the AI only ever sees business bookings, and you can revoke AI access to the work calendar without affecting your personal calendar at all.

In Google Calendar, hover over the work calendar in the left sidebar → click the three dots (⋮) → Settings and sharing → scroll to Integrate calendar. The Calendar ID is shown there. It looks like an email address or a long string ending in @group.calendar.google.com.

Create one shared calendar for the pool (e.g. "Massage Pool – Downtown") and enter the same Calendar ID on each therapist's record on the Professionals page. The AI tracks bookings across all of them and ensures no slot is double-booked. See the Calendar Setup Guide for step-by-step instructions.

Yes. Each record on your Locations page has a Timezone dropdown. Pick the correct local timezone and the AI will book appointments in that timezone automatically.

The escalation number is the direct line the AI calls when a caller needs a human. It is used when:

• The caller asks to speak to a person
• The caller is on your Call Screening list with action set to "Handoff to Human"
• The AI hits its maximum call duration
• Safe Mode is enabled in your Portal Settings

Add it on the Locations page → "Escalation Number" field. If none is set, the AI plays a polite closing message and ends the call.

A few things to check:

• Confirm the forwarding rule is active in your carrier portal — some require a separate "Enable" toggle after saving
• For no-answer forwarding, make sure the ring count before forwarding is set (usually 4–5 rings)
• Call your own number from a different phone to test — if it still hits voicemail, the forwarding rule may not have saved correctly
• On mobile, try dialling *#61# to check whether no-answer forwarding is active

If still stuck, contact your carrier directly and ask to confirm "conditional call forwarding on no answer" is active to your AI number.

Yes. Your plan allows a set number of concurrent calls. If all slots are occupied when a new call arrives, the AI plays a brief message and transfers the caller to your escalation number. If no escalation number is set, the caller hears a polite message and the call ends.

Yes — if your plan includes multilingual support, the AI automatically switches to the caller's language mid-conversation. You can also set a client's preferred language on the CRM page (Spoken Language field) and the AI will open in that language on their next call.

The AI tells the caller honestly that it doesn't have that information, and doesn't guess. It logs the question, with the caller's name and number, to Unanswered Questions on the Knowledge Base page of your Portal, then carries on helping or transfers the caller to your team.

Add the missing answer to your Knowledge Base once and the AI gives it from the next call. You can also call the customer back from the list.

Yes. In your Portal's Settings page, set Online Booking Status to Disabled. The AI will answer calls and handle enquiries but will not accept new bookings. To route all calls directly to a human instead, set Safe Mode to On.

Yes. In your Portal's Settings page, update the Welcome Message. The AI will speak this message verbatim when it picks up. Keep it under 25 words for best results. The AI's persona name (e.g. "Aria") is configured by us at account setup — contact support to change it.

Everything billing-related is self-serve through the Billing Portal. From there you can:

• Upgrade or downgrade your plan
• Update your credit card or payment method
• Download past invoices
• Cancel your subscription

Plan changes take effect at the start of your next billing cycle. If you need help choosing the right plan, email support@moonlightai.ca.

You pay a base monthly fee plus metered usage:

• AI call minutes: — / min (first minutes each month free)

That's it — no per-booking or per-call fees. Usage is billed monthly via Stripe. You can view your current usage and manage your subscription at any time through the Billing Portal.

Bookings go into your Google Calendar, which you own and control entirely. Client records (names, phone numbers, appointment history) are stored in our own secured database, hosted on AWS in Canada (ca-central-1), isolated per business and encrypted at rest and in transit. You own this data — we act as your data processor. Revoking our service account access removes all AI access to your Calendar instantly; see "What happens to my data if I cancel?" below for how to have your stored records deleted, or our Delete Your Data page for the full request process and retention timelines.

Two steps — takes about 5 minutes:

1. Cancel your subscription via the Billing Portal. Your account moves to suspended status immediately and no further charges are made. Your phone number is held for 30 days in case you want to port it out — after that it is released.
2. Remove the service account from each professional's calendar. In Google Calendar, go to each work calendar → Settings and sharing → remove frontdesk-assistant@agentic-front-desk.iam.gserviceaccount.com.

Your Google Calendar and Drive data stays exactly where it is, unaffected. Your stored client records (names, phone numbers, appointment history) can be exported on request within 30 days of cancellation, and are deleted from our database within 30 days after that (see our Terms of Service, Section 8.2). If you resubscribe within 30 days, your phone number and account can be reinstated.

Your Google Calendar stays exactly where it is, unaffected — to remove our access to it:

• For each professional's calendar → Settings and sharing → remove the service account email

Calendar access is instantly and permanently revoked. Your stored client records (names, phone numbers, appointment history) can be exported on request within 30 days, and are deleted from our database within 30 days after that — see "How do I discontinue the service?" above for the full timeline.

Client data (names, phone numbers, appointment history) is stored in our own database in Canada (ca-central-1 AWS region), encrypted at rest and in transit, and isolated per business. Live calls are carried by Twilio and answered by Google's AI, which process the call in the United States while it happens. Callers are told at the start of the call that they're speaking with an AI assistant. Your data is never used to train AI models. See our Privacy Policy for the full description.

Texts from a Canadian number to US mobiles are usually blocked unless your business is registered with US mobile carriers. If some of your customers use US numbers, go to Portal → Account → Compliance and choose Register for US texting. You'll need your Business Number and a website with privacy and SMS policy pages; approval takes about 1–2 weeks. Texts to Canadian mobiles keep working the whole time.

Self-serve signup is open to clinics in the United States. Clinics elsewhere, and multi-location groups, can write to us.

A Google account for you (notes are saved to its Google Drive and you sign in to the Portal with it), a Google account for each provider, and a tablet or computer in each exam room. Recording turns on once you e-sign the Business Associate Agreement we email you after signup.

Invite them from the Staff page in your Portal. Each provider gets an email with their recording link; they open it on the exam-room tablet, sign in with Google and tap Start. Each session can run up to 15 minutes.

Nothing is charged at signup. Each month you're invoiced per provider for each day they record, with a monthly cap per provider. See pricing.

A Google account to sign in to your Portal, a mailbox on your own domain that can create an app password, and someone who can add SPF and DMARC records to your domain's DNS. The mailbox guide covers Google Workspace, Microsoft 365, Zoho and others.

Most often the mailbox doesn't allow app passwords yet. Google shows them only after 2-Step Verification is on, and Microsoft 365 usually needs an administrator to allow "Authenticated SMTP". The mailbox guide has the steps for each provider.

No. You start with dry runs: the agent finds businesses and writes the emails but sends nothing. You switch the campaign to live when the drafts look right.

Up to 10 new businesses a day, on weekdays. Each business gets at most three emails. The agent stops as soon as someone replies or asks to be removed, answers simple questions from your facts, and passes everything else to "Needs you" in your Portal.

One fixed monthly price with no usage charges. Your card is charged at signup, then monthly. No contract; cancel any time.