FAQ — SMB Pilot

Question 1

What is SMB Pilot?

Accepted Answer

SMB Pilot is an Irish technology company building a missed-call recovery service for trades and local service businesses. When a call goes unanswered, SMB Pilot sends the caller a short SMS on behalf of the business, gathers the relevant details through a brief conversation, and delivers a structured lead summary to the business owner. The service is currently in an early pilot stage and is not yet a fully launched, general-availability product.

Question 2

What happens when I miss a call?

Accepted Answer

Where the service is configured for your number, an unanswered call triggers an automatic SMS to the caller. The message opens a short, focused conversation that asks for the caller's name, what they need, where they are, and how urgent the job is. Once the conversation concludes, you receive a structured lead summary with those details — no raw transcript, no voicemail to transcribe.

Question 3

Is SMB Pilot fully launched?

Accepted Answer

No. SMB Pilot is currently in an early pilot stage. We are inviting a small number of Irish trades and service businesses to test the product in real conditions, provide feedback, and help shape how the service develops. It is not yet available as a general-release product.

Question 4

Can I keep my existing business number?

Accepted Answer

In most cases, yes — but it depends on your phone, network and voicemail setup. SMB Pilot uses conditional call forwarding, which routes unanswered calls to a dedicated number while leaving your existing number unchanged. Whether this is supported, and how it is configured, is confirmed during onboarding. We do not assume compatibility in advance.

Question 5

What is conditional call forwarding?

Accepted Answer

Conditional call forwarding is a feature available on many mobile and landline networks that routes a call to a different number when your line is busy, unanswered, or unavailable. Unlike unconditional forwarding, it only activates when you do not answer — calls you pick up continue normally. Whether your network and handset support it, and how it is set up, is checked as part of onboarding.

Question 6

Will answered calls continue normally?

Accepted Answer

Yes, where conditional forwarding is configured correctly. Calls you answer go through as normal — only calls that go unanswered, hit a busy signal, or are otherwise unavailable are routed to SMB Pilot. The configuration is verified during onboarding to make sure this is working as expected before the service goes live for your number.

Question 7

Will this affect my voicemail?

Accepted Answer

It can, depending on your network setup. Voicemail and conditional call forwarding both activate on unanswered calls, so they can conflict if not configured carefully. During onboarding, we check your current voicemail and forwarding settings and work through any adjustments needed. We will not proceed with setup if the configuration cannot be confirmed as working correctly.

Question 8

What information does SMB Pilot collect from callers?

Accepted Answer

The conversation asks callers only for information that is useful to the business: their name, what job or service they need, their area or location, their preferred timing, and how urgent the enquiry is. No unnecessary personal information is requested. The conversation is kept short and focused.

Question 9

Does every caller receive the same questions?

Accepted Answer

The core questions are consistent, but the conversation wording and flow can be adapted for each participating business — reflecting the trade, the typical type of enquiry, and the tone that suits the business. It is not a fixed, one-size-fits-all script.

Question 10

What happens if a caller asks to speak to a person?

Accepted Answer

If a caller indicates they want to speak to someone directly, the conversation acknowledges that and does not continue pushing for information. The business is notified so they can follow up directly. The service is not designed to replace human contact — it is there to capture enquiries when no one is available to answer.

Question 11

How are urgent or unsuitable enquiries handled?

Accepted Answer

If a caller indicates urgency, the conversation handles that appropriately and flags it in the lead summary. The business can then decide how to respond. For enquiries that are clearly outside the scope of the business — wrong number, unrelated request — the conversation ends gracefully without collecting unnecessary information.

Question 12

What happens if the caller stops replying?

Accepted Answer

If a caller does not respond or stops mid-conversation, whatever information has been gathered up to that point is still delivered to the business as a partial lead. The business can decide whether to follow up. No further messages are sent to the caller after the conversation window closes.

Question 13

Can callers opt out of messages?

Accepted Answer

Yes. Callers can reply STOP at any point to opt out of further messages. This is standard practice for business SMS and is supported by the service. Opt-out requests are respected immediately.

Question 14

How does the business receive the lead?

Accepted Answer

After the conversation concludes, a structured lead summary is delivered to the business. The summary includes the caller's name, the job or service needed, their area, and the urgency level. The delivery method is agreed during onboarding. The goal is a format that is easy to act on without needing to read through a full conversation log.

Question 15

Can information be added after a lead has been delivered?

Accepted Answer

If a caller sends a follow-up message after the initial conversation has closed, that information can be appended to the existing lead record rather than creating a new one. This is handled automatically where possible, so the business sees the full picture in one place.

Question 16

How does SMB Pilot handle duplicate or repeat enquiries?

Accepted Answer

The service includes logic to identify likely duplicate enquiries — for example, the same caller contacting the business more than once in a short period. Where a duplicate is detected, it is flagged rather than delivered as a separate new lead. This reduces noise, though the system is not infallible and edge cases may still occur.

Question 17

Is there a charge for the early pilot?

Accepted Answer

No. There is no charge for participating in the initial pilot. The scope and duration of participation are agreed before onboarding begins. No financial commitment is required — only a willingness to use the service in real conditions and provide honest feedback.

Question 18

Who is the pilot suitable for?

Accepted Answer

The pilot is aimed at Irish trades and local service businesses — plumbers, electricians, heating engineers, roofers, painters, landscapers, cleaners, and similar — where the owner or a small team handles calls directly and missed calls represent a genuine loss of potential work. Businesses that already have a dedicated call-handling team or receptionist are less likely to benefit.

Question 19

How do I apply?

Accepted Answer

You can apply using the application form on this site. We ask for your name, business name, trade or service type, contact details, county or area, and an estimate of how many calls you typically miss per week. Applications are reviewed individually and we contact suitable applicants to discuss fit before any onboarding begins.

Question 20

How is personal information handled?

Accepted Answer

Personal information collected through the service — including caller details gathered during SMS conversations — is used to operate the service, assess enquiries, and support the participating business. It is not sold or shared with third parties for marketing purposes. For full details, please read our Privacy Policy.

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