Response times
Support by plan
All plans include email support. Pro and Business add live chat and faster response times.
| Plan | Response time | Channels |
|---|
| Starter | < 24 hours | Email only |
| Pro | < 8 hours | Email + Live chat |
| Business | < 2 hours | Email + Live chat + Priority |
Response times are during business hours (Mon–Fri, 9am–6pm GMT). Billing issues are treated as priority on all plans.
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Priority support — Business plan
Business customers get dedicated support with a 2-hour response target, a shared Slack channel with the Open Lines team, and help setting up HubSpot, Slack, and calendar integrations.
Compare plans →FAQ
Frequently asked questions
What happens if my AI doesn't answer correctly?
Update your Knowledge Base with more specific information or explicit FAQs. Changes take effect on the next call. If you're unsure what the AI is saying, review the call summary in your dashboard Leads tab.
Can I change the AI's voice or name?
Yes — go to Settings in your dashboard. You can customize the AI's name, greeting, tone, and the questions it asks callers. Voice selection is available on Pro and Business plans.
How do I report a billing issue?
Email support@openlines.ai with your account email and a description of the issue. Billing issues are treated as priority regardless of plan.
My calendar isn't booking appointments — what's wrong?
First check that your calendar is connected under Account → Calendar. If it shows Connected, try disconnecting and reconnecting — OAuth tokens can expire. Also confirm your business hours are set correctly.
How do I cancel my subscription?
Go to Account → Subscription → Cancel plan. Your AI receptionist continues to work until the end of your billing period. We don't charge cancellation fees.
Can I use Open Lines for outbound calls?
Not currently. Open Lines handles inbound calls only. Outbound calling is on our roadmap.
Is my call data secure?
Call transcripts are processed to generate a structured summary, then discarded. We do not store full transcripts. Summaries are encrypted at rest in our database.
Can't find what you're looking for?
Email us directly and a human will reply — no bots, no templated responses.