Glossary
Answering service
An answering service is a company that answers a business's phone calls, takes messages or captures details, and passes them on.
Answering service explained
The traditional model
Live operators at a call centre answer for many businesses. They are priced by the minute or the call. Ruby's published plans, for example, run from $250 a month for 50 minutes to $1,725 for 500, and Smith.ai's live receptionist plans start at $300 a month for 30 calls (both checked 30 September 2026).
The automated model
Software answers the call and follows rules you set. It is usually priced per month with minutes included, and it costs far less because no person is on the line. The trade-off is judgment: a person can improvise on an unusual call.
What to compare
- Who answers: a person, software, or software with a person checking.
- How it is priced, and what happens when you go over.
- Whether it knows your trade, and who sets the urgent rules.
- How the lead reaches you, and how fast.
- What you can see afterwards: a report, a recording, nothing.
Keep reading
Related terms
- After-hours answeringAfter-hours answering is handling calls outside your business hours so callers reach an answer instead of voicemail.
- Call overflowCall overflow is sending calls to a second answerer when the first is busy or doesn't pick up.
- Lead captureLead capture is recording a prospective customer's details, such as name, number, need and location, when they first make contact, so someone can follow up.
Where it matters
Hear it answer. Then start free.
On business plans: If we don't catch at least 10 leads you'd have missed in your first 30 days, you don't pay.