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Ask an AI receptionist vendor these 40 questions, in writing, before you sign. They cover billing, booking, transfers, data use, patient calls and how you leave.
The list is our own, not a legal standard. It is general information, not legal or medical advice. Vendor examples were checked against each vendor's documentation on 9 November 2026.
This article is part of our AI Front Desk guide.
Key Takeaways
- Get every answer in writing, and keep it with your contract.
- Ask what counts as a billable call, minute or customer.
- Confirm booking on your exact calendar or practice software.
- Ask how the vendor uses recordings and transcripts.
- Ask about export and cancellation before you start.
Billing and limits
- What counts as a billable call, minute, customer or conversation?
- Are spam, wrong numbers or very short calls billed?
- How is a partial minute rounded?
- Is hold time billed?
- What happens to the price during a transfer to a person?
- Is telephony included in the quoted rate?
- What are the overage rates, and are overages on or off by default?
- What happens when I reach my plan limit?
- Are setup, onboarding and support included?
- Can you give me an itemized quote on my own call volume?
These details vary. Retell's pricing page says billing covers the entire call, and Jobber's help article defines what counts as a conversation. Compare those details against your vendor's answer.
Booking and integrations
- Does the agent book directly, or only capture requests?
- Which calendars and systems do you connect to natively?
- Does this need a specific plan?
- Can it reschedule or cancel, or only book new appointments?
- What happens if the connection fails during a call?
- Does it write back customer details to my CRM?
- Can my team edit what the agent says?
Weave's page shows why these matter. It labels automatic booking "For qualified Dental PMS only."
Calls and handoffs
- How does a caller reach a person?
- Can I set rules for urgent keywords or topics?
- What happens if nobody answers a transfer?
- Does my team get a summary with the transfer?
- How many calls can run at the same time?
- Which languages are supported today?
- Does the agent say it is AI, and can I set the wording?
- Can it make outbound calls, and if so, how do you handle consent?
The outbound question matters. An FCC ruling confirmed that TCPA limits on artificial voices cover AI-generated voices. Outbound calls face different rules from answering calls, so ask your attorney.
Data, recording and privacy
- Are calls recorded, and can I turn that off?
- Who can access recordings and transcripts?
- How long do you keep them, and can I set that period?
- Do you use my call data to train or improve your products?
- Which subprocessors handle my call data?
- Can you remove personal details from transcripts?
- How do you handle a request to delete a caller's data?
- Do you support recording notices for all-party consent states?
Question 29 is not just a technical detail.
In Taylor v. ConverseNow Technologies, a federal court in California denied a motion to dismiss on 11 August 2025. The order notes the plaintiff's allegation that the vendor uses collected information to improve its own product.
That was an early ruling on allegations from one court, not a finding of liability. Our AI agent security article covers related risks.
Patient calls and regulated industries
- Will you sign a business associate agreement, and on which plans?
- Does the BAA cover the AI features I will use?
- Do you allow AI to give medical, legal or financial advice?
Vendor positions differ widely. Smith.ai's FAQ says "Smith.ai is not HIPAA-compliant, so we cannot handle calls that involve protected health information (PHI)." Retell's compliance page says "There is no additional fee to sign these agreements."
Read each BAA in full, since terms vary. Weave's BAA has a clause on using PHI within AI systems to the extent HIPAA rules permit. Our HIPAA article explains what to look for.
Contract and exit
- What is the contract length and notice period?
- Can I export recordings, transcripts and customer data if I leave?
- Who keeps my phone number if I cancel?
- What changes can you make to pricing or features during my term?
How to use this list
Send the questions by email and ask for answers in one reply. Compare replies side by side, and treat any blank as a no. Then run test calls before going live.
Our AI agent vendor questionnaire covers broader AI vendor questions.
Next step
Pick your top two vendors and send them this list. If you'd like a second opinion on their answers, talk to us. We sell related services, so weigh our view accordingly.
Frequently asked questions
Which questions matter most?
Start with billing units, booking on your exact software, handoffs and data use. Patient calls also need a written BAA position first.
Should I ask these in a demo or by email?
Use the demo for live call behavior and ask the rest by email, so you have written answers.
What if a vendor won't answer in writing?
Treat that as a warning. Ask again, and consider another vendor if the question affects patient data or contract terms.
Does the vendor's AI have to say it is AI?
Rules vary by state. Maine's statute, for example, requires clear and conspicuous notice when a chatbot may mislead a reasonable consumer into thinking it is human. Ask your attorney what applies to your business.
Can I share this list with a vendor?
Yes. Send it as is, or trim it to the questions that fit your business.
Think your company belongs on this list? Ask us to review it. If it meets our quality standard, we will add it.
How companies are reviewed: we also write independent, fact-checked reviews of companies, with strengths and weaknesses, in Company Spotlight.
