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FAQs

Our most commonly asked questions.

Telephone Answering

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

You are given a divert 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.

Are all my calls answered by Moneypenny?

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

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

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

Does Moneypenny keep a log of my past messages?

Your Moneypenny PA has a log immediately to hand. You also have, via your Online Portal and App, access to a realtime updated log of all calls and messages from the past three months.

Working with your Moneypenny PA
What if my Moneypenny PA is engaged when a calls comes in?

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

Can I meet my Moneypenny PA?

Yes, we encourage this as much as possible. Please feel free to drop into our Wrexham office whenever suits you. We make great coffee! Moneypenny, Western Gateway, Wrexham, LL13 7ZB.

Transparent pricing
If you put calls through to me, how much does the call cost?

You are charged by the minute at the standard BT rate.

Do I pay for sales calls?

No – you have an allowance for these, which is an additional 20% of your monthly call bundle. This doesn’t apply to ‘Messenger’ clients.

Can you receive faxes on my behalf?

Yes – our Fax-to-Email service sends them straight to your inbox. Prices start from £12.50 per month.

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.

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 8.30am the next morning, your calls will divert to our voicemail system, where your Moneypenny PA has recorded a personalised greeting message for you. For telephone answering support outside of these hours, talk to us about our evening, weekend and 24/7 solutions.

Live Chat

How Live Chat works
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 PA: 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.

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 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.

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 your chat limit, any new chats will be looked after by Moneypenny.

Can I customise 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 maximise 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 facility 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.

Working with your Moneypenny PA
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 amend canned 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 – once you’re signed up there’s a three month minimum contract. Thereafter, we require only one month’s notice to close your account from the date of your next invoice.

Do I pay for all chats?

No – we define a chat as a minimum of 4 interactions. This is to make sure that you’re only paying for chats that are relevant to you.

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.

Pocket Phone System

How Pocket Phone System works
How do I manage my account?

Stay in control of your calls throughout the day via a secure portal and app. Access calls and messages, edit call paths, update account details: everything you need is in one place to amend at a moment’s notice.

Does Pocket Phone System work on all phones?

Yes. Pocket Phone System works with any type of phone – mobile, residential line, business line and VOIP.

What happens with my calls out-of-hours?

Your calls will go through to a specific recipient’s voicemail or if your package supports it, it can do the following:

  • Route to a specific recipient
  • Route to a specific recipient’s voicemail
  • Route through to Moneypenny

Can I set my calls to go straight to Moneypenny?

Yes, simply amend your call path accordingly.

What if I just want my business calls to ring my mobile?

No problem. Pocket Phone System makes it easy to set up your business calls to ring anywhere.

How do I choose which features I want?

All features within your chosen package are always available to you. You may want to simply route calls to your mobile for starters, and then take advantage of other features when it suits you. You can also upgrade at any time to benefit from features in other packages.

Does Pocket Phone System work for mobile and VOIP phone?

Yes. Pocket Phone System works with any type of phone – mobile, residential line, business line and VOIP.

What is a ‘Recipient’?

Each person and/or department in your business is technically a recipient – they’re basically a user who will answer calls. Pocket Phone System provides a number of inclusive recipients free depending on the package you select, more can be added at any time to suit you. Additional recipients cost £5 per month.

What is the VIP list?

The VIP list ensures certain callers get straight through to you, such as family members, a business partner or an important client. They will bypass your greeting and go to your chosen recipient directly.

Why might I want to use a VIP list?

A VIP list ensures certain callers get straight through to you, such as family members, a business partner or an important client. VIP callers bypass any greeting you have in place and go straight through to you.

What is the blocked list?

If there are certain callers you do not wish to speak to, such as unsolicited callers you can add them to your blocked list and this will ensure that their call rings out.

What are call filters?

You can filter your calls using either the VIP list or blocked list.

Working with your Moneypenny PA
What is Moneypenny Answering?

Send all or just unanswered calls to Moneypenny PAs. Calls will be answered in your company name, and messages will be forwarded to you immediately by email or text.

What message details will be sent over to me?

Your Moneypenny PA will capture all of the personal details from a caller: their name, company name, telephone number, a message, and how to get back in touch with them. You can view a log of all messages at any time via your portal and app. You can also choose to receive them via email.

Transparent pricing
How much does the service cost?

We’ve put together three fixed packages, the first of which starts at just £15 per month. Any add-on features you choose have clear fixed costs as well. Call charges for our professional numbers (0800 freephone, 0333 national etc.) vary, but we will make you aware of these before you decide to go ahead. Moneypenny Answering is 2p per second, there is a minimum cost of 30 seconds per call, but only those which exceed 5 seconds are chargeable.

Am I tied into a long-term contract?

No, you will be invoiced on a monthly basis. We require only a month’s notice to cancel your subscription from the date of your next invoice.

How many minutes are included in each package?

Our Run package includes 400 minutes; Sprint includes 600 minutes; and Fly includes 800 minutes. International numbers are not included within these inclusive minutes. Outbound calls made from the app are not included.

What methods of payment do you accept?

We accept monthly debit/credit card payments.

Are there any hidden costs?

Absolutely not, we pride ourselves on being transparent about costs. Each package is a fixed monthly cost, outside of that you may wish to buy additional services, again at a clear fixed cost. The only variable cost you will incur is call charges, surcharges (for Freephone numbers) and Moneypenny Answering at 2p per second. There is a minimum call charge of 30 seconds. Only calls which exceed 5 seconds will be charged for.

Call forwarding to mobiles – you will incur additional charges once you have used your included minutes, these additional charges will be 9p per minute.

Call forwarding to landlines – you will incur additional charges once you have used your included minutes, these additional charges will be 2p per minute.

Technology at your fingertips
Where do I go to manage my calls?

You can manage your call settings via the free Pocket Phone System app, more detailed account changes can be actioned securely online.

How do I change my call settings online?

All your call settings can be managed through the ‘Call settings’ tab on your portal.

I don’t have a smartphone, how do I manage my calls?

You can still manage your calls easily online 24/7.

Can I set my calls to go straight to voicemail?

Yes, you can. As you set up each recipient, Pocket Phone System will ask if you would like calls to route directly to that recipient’s voicemail. You can also amend this easily via the app on the home screen for each recipient.

How do I download the free app?

Once you have signed up to Pocket Phone System, we will send you links to download the app. Alternatively, you can download the app via the icons below.

Download the iPhone app

Download the Android app

How do I manage my calls online?

You can log onto your Pocket Phone System portal online securely 24/7 to control your settings. You can do more online than you can currently in the app, including:

  • Add new recipients
  • Activate additional features such as Moneypenny Answering
  • Amend your contact and payment details

What does the app allow me to do?

Control and manage how your calls are handled, including:

  • Route your calls to whichever recipient suits you
  • Send unanswered calls to a colleague, Moneypenny or your voicemail
  • Stay in touch with a full log of your calls & messages
  • Switch to manage your colleagues’ settings on their behalf

How does voicemail work?

Every Pocket Phone System recipient includes voicemail. You can record your own voicemail greeting and receive your messages by email. Pocket Phone System will send the sound recording via text the instant one is left; you can also opt to have your voicemails transcribed for you. Voicemail Transcriptions is included in Fly, or can be purchased additionally with other packages.

Can I record my own voicemail greeting?

Yes, of course. There are two ways to do this. Via the app:

  • Go to ‘Settings’
  • Select ‘Voicemail & Notifications’
  • Choose the recipient you wish to record the voicemail for
  • Select ‘Record new greeting’ then press the orange circle to start recording
  • When you have finished recording press the orange square
  • Click ‘Save’ to add the recording to your list ready to activate in the portal
  • Name your voicemail greeting

Via “Upload an audio file” File type: WAV. When you have prepared and recorded your voicemail simply save it to your PC as a .wav file. Using the ‘Upload an Audio file’ feature click on browse and navigate to the location on your PC of the file. When you have selected your file click ‘Upload’. Once uploaded the file will appear in your list of selectable greetings with the date of upload attached to help you select the newest greeting. You can listen to the greeting to make sure it is as needed and you can select the new greeting by clicking in the small circle.

How do I access my voicemails?

  • Via the email notification we’ll send you
  • In your app
  • Online

Your Digital Receptionist
What is a Digital Receptionist?

Digital Receptionist allows you to route calls using either an auto-attendant e.g. Press 1 for Sales, Press 2 for Accounts, or our gold-standard speech recognition.

What is speech recognition?

Speech recognition means that your callers simply say the name of the person or department they wish to speak to and are connected instantly, without the need for a traditional receptionist. There are several reasons why you might want to use it:

  • to put callers through to different people / departments
  • to make your business look bigger and more professional
  • to manage calls in different ways e.g. new business calls to mobile, accounts calls to voicemail

85% of callers know the name of the person that they want to speak to, let your customers get to the right people quickly, every time.

What is an auto-attendant?

An auto-attendant puts your callers in control. The caller hears a recorded greeting, and is then asked to select from options that you have set e.g. press 1 for Sales. Some companies use this facility to give their callers the perception of a much bigger company, giving various department options; others use it to filter their calls e.g. sending new business to their mobile and support enquiries to voicemail. When your account is created, by default we will have set up a simple auto-attendant for you. This is fully amendable so you can tailor your Digital Receptionist to suit your every need.

What is a business greeting?

A recording which will be played to your callers. Sometimes they precede your Digital Receptionist, other times, they might just play a welcome message to callers. You can choose from the following three options: Moneypenny’s default greeting, which simply plays “Hello and thanks for calling. Please hold whilst we connect you.” Record your own greeting – we encourage you to do this as a bespoke greeting is better for your callers, better for your business. Order a professionally recorded greeting – giving your business an extra professional edge.

How do I order a professionally recorded greeting?

To order a professional greeting, go to the My business greeting section of your portal and select ‘My business greeting’. Simply specify your script and preferred voice, and we will do the rest. Once you are happy with your greeting script, submit your order. It will take up to 1 working day to record your greeting. In the meantime, your Digital Receptionist will use the default greeting.

How do I direct/route my calls?

Route your calls to a location that suits you – your mobile, landline, office. Decide who takes your calls if you can’t; a colleague, voicemail, a Moneypenny PA. You can also greet callers with a professional greeting. Your Digital Receptionist will then filter your calls by prompting callers to say or select who they wish to speak to. Your calls will be distributed to the right person or department every time.

Your business number
Why do I need to divert my calls?

You only need to divert your calls to Moneypenny if you choose to continue using your current number. We will provide a number to you and using standard divert facilities, you can easily redirect calls to your current number to Moneypenny.

How do I divert my calls?

The easiest way to find out how to divert your calls is to contact your telephone provider. Below are the instructions for some of the main providers.

BT, Sky, 02 and Vodafone
To divert all calls – To add: *21* (divert number) # To remove: #21# To divert unanswered calls – To add: *61* (divert number) # To remove: #61#

We recommend that you log on to your online account to activate these diverts or alternatively, contact your provider directly. Should you need advice at any time, please do get in touch on 0345 123 3700.

Can I still have my office phone ring and then send my calls to Moneypenny?

Yes, if you have a divert number. This is called an ‘Unanswered Calls Divert’. Not all telephone providers offer this so check with them first, if they cannot – call us, we can normally think of a way around it.

Do I get a telephone number with Pocket Phone System?

Yes, packages include at least one number. You can choose from regional or national numbers. Or opt to pay a little extra for a free phone 0800 number.

Do I choose my number?

Yes, when you set up, you can select from our library of numbers.

Can I continue to use the number if I stop using Pocket Phone System?

Yes, you can keep using the number as long as you need to, even if you no longer use Pocket Phone System. We will just charge you the small monthly fee for the number only, starting at £10 per month.

Can I use my own number?

Yes and there is no additional cost to do this. We will give you a divert number which you will route calls from your own number to, in order to make Pocket Phone System work.

Can I add additional numbers?

Yes. You can have as many numbers as you like routing through to your Pocket Phone System. Any numbers can be directed independently to either your Digital Receptionist or a specified recipient.

We give you amazing people and technology:

Telephone
Answering

Your own Moneypenny PA 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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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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