Addwell AI Support Receptionist
Prepared for: Addwell EPoS Solutions
Prepared by: Automate Your Biz (AYB AI)  
Date: Wednesday, June 3rd, 2026
Executive Summary
Custom-development of the Addwell AI Support Receptionist to answer inbound calls, classify caller intent, collect support details, and automatically log call information into Addwell's shared Google Sheet.
Addwell is currently reviewing whether to replace its retiring receptionist/secretary or move to a virtual receptionist model.
The current workload is relatively light, making a full-time replacement hire expensive relative to the value delivered. The AI Support Receptionist provides a more cost-effective alternative.

What We'll Build (Phase 1)
  • AI receptionist to answer Addwell support calls
  • Classify caller intent at the beginning of the call
  • Route non-support calls to the human team
  • Collect key support details: issue, business name, postcode, name, callback number & time
  • Automatically log call details into Addwell's shared Google Sheet
  • Add priority/emergency flags for urgent issues
  • Fallback path to transfer immediately to human support
Expected Outcomes
  • Replace the need for a full-time receptionist hire for basic call handling
  • Reduce admin costs while providing 24/7 support call handling
  • Ensure support details are captured accurately and logged automatically
  • Improve visibility for directors and support staff via centralized Google Sheet
  • Create a scalable foundation for future first-line AI support troubleshooting
Return On Investment
The Addwell AI Support Receptionist delivers measurable value from day one - replacing overhead with efficiency.
Avoid Hiring Costs
Avoid the cost of hiring and training a replacement receptionist for a relatively light workload.
Reduce Manual Admin
Automatically capture and log inbound support calls, eliminating manual message-taking.
Improve Consistency
Consistent call notes, issue descriptions, and callback details across every single call.
Better Visibility
Directors and support staff gain real-time visibility over incoming support requests in the shared Google Sheet.
24/7 Availability
Reduces missed or incomplete messages when staff are unavailable or already on calls.
Scalable Foundation
Low-cost starting point that can later expand into first-line support and troubleshooting.
AYB AI TESTIMONIALS
HEAR WHAT OTHERS ARE SAYING…
Norton Insurance,
United Kingdom.
INSURANCE INDUSTRY
BEN WHITE - HEAD OF OPERATIONS
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Advocate Rights Center,
Dallas, Texas.
LEGAL INDUSTRY
ROBERT WILSON - FOUNDER
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Blip Payments,
Ireland.
FINANCIAL SERVICES INDUSTRY
HUGO URIEN - FOUNDER
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Atlanta, Georgia.
HEALTHCARE INDUSTRY
TAKERA MITCHELL - FOUNDER
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Goals & Current Context
Addwell's Goals
  • Replace or reduce the need for a receptionist/secretary replacement
  • Start with basic inbound call answering, message taking, and information collection
  • Give customers a simple support intake experience
  • Automatically log calls into the existing shared Google Sheet process
  • Keep the initial implementation practical and cost-effective
  • Leave room to expand into first-line troubleshooting in the future
Today's Situation
  • Current receptionist/secretary is retiring soon
  • Deciding between hiring a replacement or switching to a virtual/AI model
  • Role is not currently high-workload - full replacement hire is less cost-effective
  • One local phone number with approximately four lines
  • Customers call the same local number - a key selling point vs. a generic 1-800 number
  • Calls manually logged in a shared Google Sheet
~17
Calls Per Day
Working estimate (~15-20 range)
~450
Calls Per Month
Approximately 400-500 monthly
1-2
Minutes Per Call
Typical AI-handled call duration
The Problem
Addwell's current receptionist role is useful but not always workload-heavy enough to justify a full-time replacement.
Current Pain Points
  • The current receptionist/secretary is retiring soon
  • Replacing the role creates ongoing salary, training, holiday cover, and management overhead
  • The workload is relatively light - making the role partially redundant from a cost-efficiency perspective
  • Customers still need calls answered and messages taken consistently
  • Support staff may not always be free to answer immediately
  • Incoming calls must be logged accurately so directors and team members can track jobs
  • Time-critical support issues need to be identified and escalated quickly
Why This Matters
Addwell supports businesses where issues can be time-sensitive. If a restaurant, retail business, or hospitality customer has a card machine, printer, EPOS, or service issue, they need solutions fast.
  • Poor call capture creates delays, missed details, and customer frustration
  • Manual message taking creates inconsistency across staff members

Addwell needs a reliable front-line receptionist process without necessarily replacing a low-volume role with another full-time person.
Scope of Work
✅ In-Scope (Phase 1)
  • AI receptionist for inbound calls
  • Initial intent classification at the start of the call
  • Support issue intake flow
  • Collection of: issue description, business name, postcode, customer name, caller phone number, best callback day/time, and urgency indicators
  • Automatic Google Sheet logging
  • Optional email/SMS/WhatsApp notification for urgent issues
  • In-hours and out-of-hours routing logic
  • Live transfer capability for urgent in-hours calls
  • Fallback to callback booking if transfer fails or no one is available
❌ Out-of-Scope (Phase 1)
  • Full first-line AI troubleshooting
  • Complex technical diagnosis
  • Replacing human support engineers
  • Billing/payment handling
  • Full CRM replacement

Out-of-scope items are candidates for future phases once Phase 1 is proven and stable.
Solution Design
A voice-enabled AI receptionist built specifically for Addwell's inbound call process - professional, configurable, and deeply integrated with your existing workflow.
AI Core Capabilities
  • Voice-enabled AI receptionist with British accent
  • Intent classification at the start of every call
  • Structured support intake flow
  • Context-aware urgency detection
  • Configurable voice, tone, interruption settings, and call flow
  • Handles varied UK and non-UK accents (and multilingual callers if required)
Call Handling Logic
  • Answer calls professionally
  • Ask why the customer is calling
  • Identify whether the call is support-related
  • Route non-support calls to the human team
  • Collect all necessary support details
  • Confirm the issue back to the caller
  • Ask for best callback time
  • Log the call into the shared Google Sheet
  • Flag urgent vs. non-urgent issues
  • Transfer or escalate where required
"Thanks for calling Addwell. To make sure I get you to the right person, can you please tell me why you're calling today?"
  • If the caller has a support issue, the AI continues into the support intake flow.
  • If the caller is calling about something else, the AI routes them to the appropriate team or human pathway.
Call Flow & Information Capture
The AI Support Receptionist follows a structured, six-step support intake process on every call.
1
Identify Intent
Ask why the caller is calling. Determine whether it's a support issue, billing query, sales enquiry, request for a specific person, or other.
2
Support Issue Intake
AI asks the caller to describe their issue, then repeats it back to confirm. "You said your card system is completely down - is that correct?"
3
Business Details
Collects business name, postcode, customer full name, and caller phone number. Detects caller ID and confirms: "Is this the best number to call you back on?"
4
Callback Timing
"When is the best day and time for a member of the support team to call you back?"
5
Confirmation
AI confirms: issue, business, caller name, callback number, preferred callback time, and priority status.
6
Logging
After the call, AI automatically logs all details into Addwell's shared Google Sheet — including urgency level, AI call summary, and call recording link.
In-Hours, Out-of-Hours & Emergency Logic
Addwell can have different call flows depending on whether the call happens during office hours or outside of them.
🕘 During Office Hours -Standard
  • AI collects details
  • AI logs the issue into Google Sheets
  • AI sends email/notification if required
  • Support team follows up based on priority
🚨 During Office Hours - Urgent
  • AI asks a short clarifying question
  • AI identifies urgency based on Addwell's rules
  • AI attempts a live transfer to the support team
  • If transfer fails, AI logs the issue and marks it urgent
🌙 Out of Office Hours
  • AI answers the call and collects all required details
  • Logs the issue into Google Sheets
  • Flags urgent cases
  • Tells the caller when/how the support team will respond
  • Triggers email/SMS/WhatsApp alert for high-priority issues
Emergency / Priority Detection Phrases…
The AI flags calls as urgent based on phrases such as:
1
"My card machine is down"
2
"We can't take payments"
3
"We are in the middle of service, and nothings working"
4
"This is urgent"
5
"I need to speak to someone now"
Integrations & Data
The AI Support Receptionist connects directly to Addwell's existing tools - no new platforms required.
Google Sheets Integration
Addwell currently uses a shared Google Sheet to track incoming calls and support requests. The AI will automatically populate the shared sheet with structured call data, reducing manual entry and improving visibility across the team.
Fields logged include:
  • Date/time of call
  • Caller name & business name
  • Postcode & phone number
  • Issue summary & urgency level
  • Preferred callback time
  • AI call summary & recording link
  • Urgent vs. non-urgent status
Email / SMS / WhatsApp Notifications
Optional alerts can be sent to specific channels for:
  • Every new support request
  • Urgent issues only
  • Missed transfer attempts
  • Out-of-hours urgent issues

All integrations are configured and maintained as part of the monthly service - no technical work required from the Addwell team.
Future Expansion: First-Line Support
The initial proposal focuses on basic support intake and message handling.
However, the system can be expanded in the future into a true first-line support agent.

Walk Through Troubleshooting Steps
Guide customers through basic troubleshooting steps for common EPOS and card machine issues.
Answer Common How-To Questions
Use Addwell's internal support articles to answer repeat queries in real time — without looping in a human team member.
Guide Through Simple Processes
Walk customers through simple EPOS or card machine processes step by step during the call.
Escalate Only When Needed
Escalate to a human only when the AI cannot resolve the issue - reserving the support team for complex or urgent cases.
Example future support question: "How do I update the price of a product in the system?"
If Addwell has internal documentation for repeat issues like this, the AI can walk customers through those steps in real time.

Benefit: Customers receive answers immediately instead of waiting for a callback, while Addwell's support team is reserved for more complex or urgent issues.
Implementation Plan & Timeline
From kickoff to go-live in approximately 3-4 weeks, assuming timely access and feedback from the Addwell team.
1
Phase 1 - Kickoff
Confirm call flow, business hours, emergency rules, Google Sheet structure, and notification preferences.
2
Phase 2 - AI Build
Build the core AI receptionist flow, configure support intake standards, voice, tone, fallback rules, and intent classification logic.
3
Phase 3 - Integrations
Connect AI call outputs to the shared Google Sheet, map fields to correct columns, configure optional email alerts, and test sample call records.
4
Phase 4 - Testing
Addwell team tests internally. Test common support, urgent, and non-support scenarios. Adjust prompts, wording, priority rules, and Sheet mapping.
5
Phase 5 - Go-Live
Route live calls to the AI. Monitor early performance. Review transcripts and call outcomes. Tune based on real-world usage.
Deliverables
Everything included in Phase 1 - fully built, tested, and ready for go-live.
AI Support Receptionist
Fully developed Addwell AI Support Receptionist with inbound intent classification flow.
Support Intake Flow
Complete support intake flow with emergency/priority flagging and in-hours/out-of-hours handling logic.
Google Sheet Integration
Automatic Google Sheet integration with structured call data logging and optional email notification workflow.
Call Transcripts & Summaries
Call transcript and summary capture for every AI-handled call, with recording links logged automatically.
Internal Testing & Tuning
Full internal testing and tuning across common, urgent, and non-support call scenarios before go-live.
Go-Live Support
Hands-on go-live support with early call monitoring, transcript review, and real-world performance tuning.
Pricing & Terms
One-Time Setup
£295
Includes AI receptionist setup, support intake flow, Google Sheet integration, testing, and initial configuration.
Monthly Maintenance
£295/mo
Includes support, monitoring, minor flow updates, manual call recording review, Google Sheet workflow maintenance, error handling, and ongoing performance optimization.
AI Usage & Telephony
AI voice usage and telephony are billed separately based on actual minutes used. Estimated monthly usage cost is expected to be relatively low based on call volumes.

Based on approximately 15-20 calls per day, with most initial calls expected to last 1-1.5 minutes, monthly usage cost is expected to be low. Final per-minute pricing confirmed once phone routing is finalized.
AI Usage & Telephony Billing
AI voice and telephony usage is billed at cost - transparently and based on actual minutes used.
~$0.12
Per Minute
Approx. $0.10–$0.15 USD per minute of AI talk time
~£6
Per Hour
Approx. £5.35–£6.70
per hour of AI talk time
~£45
Per Month
Expected monthly usage cost £30–£60 based on 1–2 min support intake calls

Final per-minute pricing will be confirmed once the Addwell receptionist and phone routing setup are finalized. All usage is billed transparently at cost.
Support & SLA
AYB AI Support Hours

Monday – Friday, 9am – 7pm UK time:
Available via Zoom, email, Slack, or WhatsApp.
Ongoing Optimization Includes
  • Minor call flow updates
  • AI receptionist performance optimisations
  • Google Sheet field changes
  • Emergency rule refinement
  • Manual review of call recordings
Response Targets

P1 - Production Issue / Receptionist Unavailable
Response within 1–3 business hours

P2 - Degraded Performance
Response same business day

P3 - Minor Change / Wording Update
Response within 2 business days
Assumptions, Risks & Mitigations
Assumptions
Addwell provides access to the shared Google Sheet for tracking
Addwell confirms business hours and escalation rules
Addwell confirms which issues should be marked urgent vs. non-urgent
Addwell confirms whether live transfer should be enabled during office hours
English-only scope for Phase 1
Risks & Mitigations
Next Steps

Step 1
Review this proposal and pricing with the Addwell team.
Step 2
Schedule a Zoom call for rest of team to see the Addwell AI Receptionist working live in action.
Step 3
Sign service agreement (Month-to-month - no long term lock-in required).
Step 4
Confirm the initial call flow, Google Sheet fields and access, business hours, emergency rules, and escalation process.
Step 5
AYB AI begins custom development of the Addwell AI Support Receptionist with delivery in ~3-4 weeks

Ready to get started?
Once approved, the Addwell AI Support Receptionist can be custom-developed, tested, and prepared for go-live in approximately 3–4 weeks.