Getting help

Email adrianchucc@gmail.com with your business name and the mobile you log in with, and a person will get back to you. Most things you can also sort out yourself from your dashboard. The common ones are below.

Calls aren't reaching Heelo

Heelo only answers what your phone diverts to it, and only you can set that. A new phone, a new SIM, a plan change or switching voicemail back on can quietly turn the divert off. On your dashboard, under Your number, use Test your divert: we ring your mobile and check each kind of missed call comes back to Heelo. If one fails, dial the code it shows from your mobile, then test again. If no calls reach Heelo for two weeks, we'll text you to check.

It offered the wrong times, or said something wrong

The assistant only knows what's on your dashboard. Change your days, start times and days off under When you can take jobs, and your services, area, quote policy and anything else it should know under What the assistant knows. The next call uses your changes. Cancel or move a booking it got wrong from the Bookings list. To see exactly what was said, every call in Calls has a one-line summary and a Transcript button. They're kept for 90 days.

Texts

• Turn the texts about each booking and message, and the texts to your customers, on or off under Texts.
• Quiet hours (on unless you turn them off): from 8 pm until 6 am on your clock, texts about bookings, messages, changes and missed calls wait instead of buzzing your phone. Urgent messages still come straight away. Change the times under Texts.
• The morning text comes at the end of your quiet hours (6 am unless you change it): anything that came in overnight, then today's jobs in time order with their addresses and numbers, and on Mondays how many calls Heelo answered last week. Turn the run-sheet or the Monday line off under Texts.
• A second mobile, for a partner or your office, gets the same booking and message texts, and the morning text. Add it under Texts; we text it a code, and nothing goes to it until that code is put in. It never gets your login codes. Its holder can reply STOP to stop them, or you can remove it.
• If you replied STOP to a Heelo text, booking and message texts stop. Reply START to turn them back on. Login codes always come through.
• Customers can reply to their booking text, or to a text you sent them from your dashboard. Their reply shows up in your Messages and is texted to you. Texting Heelo's number back doesn't reach them: answer from your dashboard instead (below).

Texting a customer back, and calls you've returned

• On a message or a call, Text back sends your reply from Heelo's number, starting with your business name and ending with your first name and mobile. When they answer, it lands in your Messages.
• It only goes to the mobile they rang or texted from, never a number they read out on the call (the assistant can mishear one, and it could be anyone's). If they rang from a landline or a withheld number, or replied STOP to Heelo's texts, ring them instead. Up to 30 replies an hour.
• Every reply is kept with the message or call, so you can see what you said.
• Tick Rang back on a call once you've followed it up. Texting them back from the call ticks it for you.

Your subscription

Change your card or get invoices under Subscription on your dashboard. If you cancel, calls are still answered until the end of the month you've paid for. After that they stop, so dial ##002# on your mobile to turn the divert off. Heelo's divert replaced the one to your voicemail, so ask your carrier, or use their app, to switch voicemail back on. We hold your Heelo number for 30 days in case you come back. If you don't, we delete the account 12 months after the subscription ended, with a text a month before.

Changing your mobile, or leaving

Your account on the dashboard has Change my mobile (we text a code to both numbers) and Delete my account, which cancels your subscription, hands back your Heelo number and deletes your bookings, messages and call log. Before you go, dial ##002# on your mobile so your missed calls stop diverting to a number nobody answers, then have your carrier switch your voicemail back on.

Emergencies

Heelo isn't an emergency service. When a caller describes an emergency, the assistant tells them to ring emergency services or the right emergency line, and takes a message for you.

Privacy

To see, correct or delete personal information we hold, email adrianchucc@gmail.com. Our privacy policy has the detail.