- How does missed-call text-back work? Do I need a new number?
- No — customers keep calling your usual number. You set your mobile to pass on calls you don't answer to your Replyline number (a standard UK setting; we give you the codes). The caller hears a short message; if they rang from a mobile they get a text within seconds (landlines can't receive texts, so those go on your call-back list), and the enquiry appears in your list. When they text back, the reply lands next to their enquiry.
- Will customers be texted marketing?
- No. Texts only go to people about their own call, enquiry or appointment, never to more than one per caller every 12 hours, and anyone who replies STOP is never texted again. Marketing messages can only be sent by email, with consent.
- Will it email my customers without me knowing?
- No. Out of the box, every automated message waits in your approval queue. You can choose to let specific workflows — like the "thanks for your enquiry" acknowledgement or appointment reminders — send on their own. Only the workspace owner can switch that on, and it's recorded in your audit log.
- Does the AI make up prices?
- It's instructed not to, and every draft is checked afterwards. Drafts that mention a price, a link, a phone number or a promise you haven't supplied are flagged before you can send them. AI drafts are never sent automatically.
- Which email accounts does it work with?
- Emails are sent from Replyline's sending service on your behalf. When a customer replies, the reply comes back into Replyline (which stops any follow-ups) and a copy lands in your own inbox. Direct Gmail and Microsoft 365 connections are on the roadmap. You can forward enquiries into Replyline from any email account.
- Do I need a calendar integration?
- No. Appointments and reminders work without one, and you can add any appointment to Google, Outlook or Apple Calendar with one click. Two-way calendar sync is on the roadmap.
- Is my customers' data safe?
- Each business's data is isolated at the database level, not just hidden in the interface. Sensitive actions are logged. You can export or erase a customer's data on request and set how long closed enquiries are kept.
- Is it GDPR compliant?
- Replyline gives you the tools — consent records, opt-outs, export, erasure and retention — but compliance depends on how your business uses them. You remain responsible for your own privacy notice and lawful basis for contacting people.
- How does the free trial work?
- You get 14 days of the Growth plan with no card. At the end, choose a plan or your workspace moves to Starter limits. Your data is kept either way.
- Can I cancel any time?
- Yes. Monthly plans can be cancelled at any time and run to the end of the billing period. You can export all your data first.