Tradesly · Guide
Things that surprise people
The counter-intuitive truths customers hit most often — explained before they cost you a support ticket.
New customers usually have the same handful of “wait, really?” moments. Most are easier to resolve by looking at the current screen and trying the workflow on your own number than by guessing how the product works behind the scenes.
1 Seven things worth knowing early
After-hours coverage still needs a plan. Your AI line is designed to receive calls outside office hours, subject to service and carrier availability. Decide what it may handle after hours and what your staff will do with urgent or missed work.
Take Over is an explicit action. On a live call, wait for the status to show that you are speaking before addressing the customer. Use Listen for monitoring and Live Transfer when the configured teammate should receive the call.
Prompter suggestions are optional. Say this can help during a call, but it is not a fact checker. Confirm prices, names, policies, and appointment details before saying them aloud.
The test account is your sandbox. Any customer can request one. Review changes there, keep a record of the customer-facing result your team approved, and contact Tradesly before relying on it in live work.
An open-looking time may not be offered. Booking choices depend on the team, jobs, hours, and arrival-window settings your business maintains. Check those visible settings and make a test booking before assuming a missing time is a fault.
Texting setup and permission are separate. Carrier registration may be required before eligible business messages can be delivered, but registration does not create recipient consent or guarantee delivery. Review each lead source and its disclosure.
Similar customer activity still deserves verification. A call, text, and form may appear together when Tradesly associates them with the same work. Before sharing private history or acting on a previous promise, verify the person and job shown on the ticket. If the activity appears attached incorrectly, stop and contact support.
2 What to do next
Call your own AI number.
Use a realistic question and listen for the business identity, next step, and after-hours behavior.
Watch the test call in Office.
Open the row marked Live, choose Listen, and review the visible conversation before acting.
Practice Take Over.
Select Take Over, wait for the speaking status, and finish the test call yourself. Taking over from the AI covers the controls.
Test one booking and one text with your own details.
Confirm the visible result and remove any test appointment you do not want to keep.
Ask about anything you cannot verify.
Getting help explains what identifier to send without including unnecessary customer information.
3 Do not work around a restriction
Treat an opt-out or do-not-call status as a stop sign. Do not create a new lead, switch channels, or upload another list to bypass it. If the customer later asks to resume, follow the approved process for that channel and confirm the current status before contacting them again.
Similarly, do not repeatedly toggle a live-call control, duplicate a booking, or re-upload a file when the screen shows an unexpected result. Record the ticket, lead, list, or appointment identifier and ask support to investigate.