Frequently asked questions

It does not guess. When a question is outside what your business configured, or a caller needs a person, the receptionist captures a callback with the caller’s details and reason, and it lands in your dashboard queue for staff to handle. Nothing is dropped.

No — it backs them up. The receptionist answers overflow, after-hours, and missed calls, handles routine questions and intake, and queues everything else for your team. Your staff keep control, especially of the calendar. Think of it as never missing a call again, not replacing the people who run your office.

English and Spanish by default. For other languages, it mirrors the caller when it is confident and otherwise collects callback details so a staff member can follow up — it will not pretend to understand.

Yes. Every business starts in callback-first mode, where a booking request appears as Needs confirmation for your staff. For dental practices on Open Dental, it can book directly into your schedule once a create/cancel booking test passes.

No. SpiderLabs is an AI front desk for any appointment-driven business — med spas, law firms, home services, salons, and more. Callback-first coverage (answering, capture, callbacks, web chat, and SMS) works for all of them today. Dental is simply our deepest, production-proven vertical, where the receptionist also books directly into Open Dental.

Days, not months. Launches are concierge: we provision together on a call, prove a test call and a test booking, confirm staff notifications work, and only then go live. See Getting started.

Pricing depends on your size, call volume, and scope, so we quote it privately and write the terms into an order form before billing. How plans are structured — included minutes, a usage meter, and overage — is explained in Plans & billing. Contact us for pricing.

A flat $1,000/month platform license, plus 2% of the end-customer revenue you collect through the platform, plus metered usage billed at platform rates that preserve at least a 35% gross-margin floor. You price your own customers above that floor and keep the margin. Full breakdown and a worked example are in the partner guide.

The customer dashboard is provider-neutral (Mirror Mode) — no underlying vendor branding. Your logo, colors, name, and custom domain are configured with our team, and branded rendering replaces SpiderLabs naming across customer surfaces as it rolls out. We tell you exactly which surfaces are branded today before you sign a customer.

Yes, and it is live. Register at the rep portal, refer businesses under the SpiderLabs brand with your link, and earn a signing bounty plus a recurring share of each invoice, tracked in a rep dashboard.

You do. We process your patient data to run your front desk under a Business Associate Agreement, keep it isolated to your account, and do not use your patients’ data to train shared models. See Security & compliance.

We operate a HIPAA-aware platform — audited access to transcripts and recordings, role-based access, and account isolation — and we sign a BAA as part of onboarding. Live patient-PHI traffic for a new customer is gated on the executed BAA plus a verified compliant data environment. Details on the Security & compliance page and HIPAA & BAA.

We operate a HIPAA-aware platform and sign a BAA, and we describe only controls we actually run. We do not currently hold a SOC 2 report. If a specific attestation matters to your diligence, email security@spiderlabs.ai and we will tell you exactly where we stand.

The receptionist keeps answering and captures bookings as requests rather than failing the call. If your practice management system is momentarily unreachable, requests wait in the queue and your staff confirm them once it is back. See Booking modes and Troubleshooting.