FAQ
Frequently asked questions
About GENA
What exactly is GENA?
GENA is an AI receptionist that answers your business phone line when you can't. She greets callers, answers common questions using information you provide about your business, captures the details of every inquiry, and gets you what you need to call the customer back.
Does GENA replace my receptionist or answering service?
For most small service businesses, GENA replaces the need for one. If you already have staff answering calls during business hours, GENA is commonly used to cover after-hours, weekends, and the calls that would otherwise go to voicemail.
Will callers know they're talking to an AI?
GENA introduces herself by name and, if a caller asks directly whether she's an AI, she answers honestly. GENA isn't designed to trick anyone — she's designed to be genuinely useful on the call.
How it works
How does GENA know about my business?
You give us your business hours, the services you offer, your service area, how you want pricing questions handled, and your escalation preferences. That becomes GENA's customer knowledge, layered on top of our plumbing knowledge pack and core receptionist behavior.
What does GENA do with the calls she takes?
Every call is captured as a structured inquiry — who called, their number, what they need, and how urgent it is — so you have what you need to call back without playing phone tag or re-asking questions the caller already answered.
Can GENA book appointments directly onto my calendar?
Not in the current version. GENA captures the caller's preferred time and passes it straight to you. Direct calendar booking is on our roadmap.
What happens with a genuine emergency call?
You set your own escalation rules — what counts as urgent for your business, and how you want to be notified. GENA follows those rules first, and falls back to sensible defaults (like a burst pipe or total loss of your only toilet) if you haven't set anything specific.
Pricing & plans
Is there a setup fee?
No. There's no setup fee on any plan.
What happens if I go over my included minutes?
We'll always tell you before it becomes a surprise on your bill. Overage is billed simply, and if you're consistently going over, moving up a plan is usually cheaper — we'll flag that too.
Can I change plans later?
Yes. You can move between Starter, Business, and Pro as your call volume changes.
Can I cancel anytime?
Yes, there's no contract lock-in. Cancel anytime.
Plumbing specifically
Why does GENA start with plumbing?
Residential plumbing businesses lose real money on missed calls — a burst pipe or a blocked drain doesn't wait for business hours, and the caller who can't reach you calls the next plumber. We built a dedicated plumbing knowledge pack so GENA handles these calls well from day one.
Will GENA try to diagnose my customer's plumbing problem?
No. GENA is built to capture the problem clearly, not to diagnose it or talk a caller through a DIY fix. That's your technician's job — GENA's job is making sure they have everything they need when they call back.
Is GENA useful for other trades too?
The core platform is trade-agnostic, and plumbing is our first fully-built knowledge pack. If you're in a different trade, get in touch — we're actively expanding.