Channels

Voice

The AI receptionist answers phone calls 24/7 in English and Spanish, with a safe multilingual fallback for other languages. It greets callers in your business’s voice, answers the questions you configured, captures details, and books or requests appointments. When a caller needs a person or asks something outside what you set up, it does not guess. It takes a callback for your staff.

You control how calls reach it through forwarding: overflow, after-hours, or full coverage. See Phone setup & forwarding.

Web chat

A chat widget on your website lets visitors ask about services, hours, and availability, and start a booking, the same intelligence as the phone receptionist, in text. Chats appear in the same inbox as calls, and anything needing follow-up becomes a callback just like a voice call.

Connecting it is a three-step paste, done during launch or any time after:

SMS follow-ups

SMS follow-ups let the workflow continue by text after a call or chat, for example sending a confirmation or the details a caller asked for. This channel is rolling out and is enabled per account during onboarding; until it is switched on for your account, the dashboard callback queue is the operating follow-up surface. Message content stays within the minimum-necessary posture described in Security & compliance.

One inbox for every channel

The value of channels is not having more of them, it is not having to check more of them. Every voice call and web chat lands in a single inbox, newest first, each with a summary and a clear status. Follow-ups from any channel flow into the same callback queue, so your team works one prioritized list. As social messaging rolls out, those threads join the same feed rather than a separate app.

Social messaging

Connecting a social account brings its messages into the inbox your team already works. A customer who sends a Facebook Page message, an Instagram direct message or story reply, or a WhatsApp message gets the same intelligent answers as a caller, and the thread sits next to your calls and chats, not in another app someone has to remember to open. You can also post updates to your connected pages from one place: create an Instagram-ready post or story in Image Studio, then publish it from the same dashboard your inbox lives in.

The permissions we request, and why

When you connect an account, you approve a few specific permissions in that provider’s own connect screen. In plain language:

• Read and reply to messages, so the receptionist can answer a customer and your team can step in. Without this, a connected account could not carry a conversation at all.
• Read your page or profile basics (its name and picture) so your inbox can show which account a message came from.
• Post to your page or profile, only if you choose to publish updates from your dashboard. The connect screen lists all of these permissions together; you can decline posting there and still use messaging.

We request what each channel needs to do its job, including a business-relationship permission that lets us resolve which pages and accounts belong together. Disconnecting from your dashboard immediately removes our access to the account; to fully revoke the permissions themselves, remove the app in your Facebook settings.

What stays private

Connecting a social account does not hand SpiderLabs your contacts, your ad account, or your personal profile. We read the messages sent to your business and the basic identity of the account itself (enough to route and answer a conversation) and we hold social messages to the same minimum-necessary and audited-access posture as every other channel. Details are in Security & compliance.

Channel status

We badge every channel honestly: what answers customers today versus what is rolling out.