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FAQs

Our most commonly asked questions.

Call Answering

How Call Answering works
How does Moneypenny know who the call is for?

You are given a forwarding number that is unique to you. Any calls received on that line will make your screen pop up here at Moneypenny and the call will be answered in your company name.

What if two callers ring my business at the same time?

Don’t worry, neither of them will hear a busy tone – there is no limit to the number of calls that can be diverted simultaneously.

Are all my calls answered by Moneypenny?

This is up to you – you control the forwarding facility on your telephone line via your phone’s keypad. You can choose to send all calls to us, or just the ones when your line is busy or unanswered.

Does Moneypenny keep a log of my past messages?

Your Moneypenny Receptionist has a log immediately to hand. You also have, via your online portal and app, access to a real-time updated log of all calls and messages from the past three months.

Working with your Moneypenny Receptionist
What happens if my Moneypenny Receptionist is on the phone?

Your call is passed to one of their three teammates. Each one has all your information in front of them prior to answering the call. All Moneypenny Receptionists work in small groups of four to ensure continuity of service.

Can I meet my Moneypenny Receptionist?

Yes, we encourage this as much as possible. Please feel free to drop into our Charleston office whenever suits you. We make great coffee! Moneypenny, 4055 Faber Place Drive, Suite 301, Charleston, SC, 29405.

Transparent pricing
Are there any long-term contracts?

No – we know you don’t want to be tied into a long-term contract. After the one week trial there is a three-month minimum contract. Thereafter, we require one month’s notice to close your account from the date of your next invoice.

Do I pay for sales calls?

No – you have an allowance for these, which is an additional 10% of your monthly call bundle. This doesn’t apply to ‘Messenger’ clients.

If I’m going to be busy, are there any discounts available?

You can switch to a larger call bundle. Simply inform Moneypenny before your next invoice is sent out.

Out of hours
What happens out of hours?

From 6.00pm until 08.30am the next morning, your calls will forward to our voicemail system, where your Moneypenny Receptionist will have recorded a personalized greeting message for you. For support outside of these hours, talk to us about our evening, weekend and 24/7 solutions.

Live Chat

How Live Chat works
How does the overflow service work?

It’s simple. When you’re logged in, chats will be directed straight to you. If you sign out, make yourself unavailable, or reach chat limit, any new chats will be managed by Moneypenny.

Can I customize my chat window?

Yes, you can. We make sure your chat window design works with your website when you join us. Going forward, you are able to make any further changes yourself via your secure portal.

Can I have proactive chats?

Absolutely – they’re the best way to maximize the value of having Live Chat on your website. We work with you to set these up when you join us. After this time, you can switch this function on or off as and when required.

Does Moneypenny keep a log of my past chats?

Yes – these are available for you to view via your Live Chat portal.

How do you know who to send chats to?

We’ll work with you to create tags so we can monitor the types of chats that are coming in. Each of these tags will have emails associated to them so that they’re sent to the right person in your company to deal with.

What message details will be sent over to me?

We’ll aim to resolve the majority of chats there and then based on the information we have put together with you. For anything else we’ll send you the full chat transcript including details on how to get back in touch with the visitor.

How do I add Live Chat to my website?

All you need to do is add a small piece of code to your website. It’s that simple. From this point, whenever a visitor enters into a live chat on your website, that chat will pass automatically to a Moneypenny Receptionist: all the time or just when you’re unavailable. Briefed by you when you join us, they will either resolve your visitor’s request there and then or (having sent the request to you immediately via email) reassure them that you’ll be in touch straight away.

Working with your Moneypenny Receptionist
How do you get to know my business?

The more we know about your business, the better we can serve your customers. Whenever you want to update us or make any changes, we’re only a call or email away. You also have access to your own secure portal. From here you can adjust shortcut responses you’ve suggested we use, view reports, look through historic chats, update how Live Chat looks on your website and much more.

Transparent pricing
Am I tied into a long-term contract?

No – we know you don’t want to be tied into a long-term contract. After the one week trial there is a three-month minimum contract. Thereafter, we require one month’s notice to close your account from the date of your next invoice.

How does your pricing work?

We don’t do hidden set-up fees or admin charges. Our flexible pricing plans include bundles of chats so you’re only paying for what you need.

Out of hours
What happens out of hours?

From 6.00pm until 8.30am the next morning, we can either remove the chat button from your website or turn the chat button into a ‘Leave a message’ form. For Live Chat support outside of these hours, talk to us about our evening and weekend and 24/7 solutions.

We give you amazing people and technology:

Call Answering

Your own Moneypenny Receptionist to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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