Questions about how the service works.

Your business chooses which new customer messages I may help with and the hours when I am available. When one of those messages arrives, I receive a copy. I reply to the customer, let them know your business received their request, and ask only for important information they left out. I then send your team a simple summary. Your team takes over to answer technical questions, provide prices, confirm appointments, and do the work.

A customer submits an HVAC form saying that her furnace is not heating properly and that she is available after 4 p.m. I receive a copy of the form. I do not ask her to repeat everything. I introduce myself as inquiry support for the HVAC company, confirm that her request was received, and ask only an approved missing question, such as whether the furnace is producing any heat at all. I then tell the HVAC company that she was reached, what she confirmed, and that its team needs to call her after 4 p.m. I do not diagnose the furnace, give a price, or promise an appointment.

We choose a simple method before starting. For example, your contact form can email a second copy to me, or an email rule can send me only messages with a certain subject. You can also forward a message yourself as a backup. Your business keeps the original message. I should not need access to your entire inbox or customer system.

Before starting, your business gives me a short list of approved questions. An auto shop might want the vehicle year, make, model, general problem, whether the car can be driven, and the customer’s preferred callback time. An HVAC company might want the service address, equipment type, general problem, and preferred callback time. I use what the customer already submitted and ask only for what is missing or unclear.

I contact the customer by phone or email, depending on what they provided and what your business approved. For example: “Hi Sarah, this is Mark with ML Client Relay, providing inquiry support for ABC Heating. We received your furnace request, and I have one quick question before I return it to their team.”

Yes. I tell them that I am Mark with ML Client Relay and that I am providing inquiry support for your business. I do not pretend to be your technician, estimator, or employee.

Not during the first pilot. I follow up after receiving selected missed-call notifications, voicemails, emails, or website forms. I do not replace your phone system, receptionist, dispatcher, booking system, or customer-management software.

No. I do not diagnose a problem, recommend work, calculate a price, prepare a quote, approve work, or make promises for your business. Your team handles all professional and business decisions.

No. During the initial service, I only ask when the customer would prefer to be contacted or seen. Your team checks its schedule and confirms the appointment directly with the customer.

It is a short update your team can understand quickly. For example: “Sarah Chen: furnace not producing heat; customer reached by email; confirmed no heat at all; available after 4 p.m.; ABC Heating needs to review and call her; no price or appointment promised.”

You and I choose the hours before the pilot begins. I respond only during those hours. I do not provide 24-hour or emergency coverage.

No. I do not assess emergencies, provide emergency dispatch or safety instructions, or guarantee an immediate response. If a message appears urgent, I stop the normal follow-up and flag it for your team according to the written process we agreed on.

Before starting, we write down which messages I may handle, my working hours, the questions I may ask, how many inquiries are included, when I must alert your team, and what a successful pilot would look like. For 14 days, we test the process with a limited number of real inquiries. At the end, we review whether customers received faster replies, whether the summaries were useful, and how much time the service took or saved.

A free trial usually means trying the same finished product everyone receives. This pilot is different because we first build a small process around your business. We choose the messages, hours, questions, limits, and handoff format together. Nothing automatically becomes paid after 14 days.

We need a short written pilot and privacy agreement before I receive real customer information. It is not a long-term contract. Your business normally does not need to buy new software, although we may need to set up one email or notification rule.

Nothing happens automatically. If the pilot was useful, we can discuss a paid service with clear hours, limits, and pricing. If it was not useful, we stop. There is no automatic subscription.

I receive only the customer information needed for the approved inquiry. I do not sell it, use it for my own marketing, or mix it with another client’s information. I use protected business accounts, limit access, return the summary to your business, and delete my working copy based on our written schedule. Read the full ML Client Relay Privacy Notice.

I make the limited follow-up attempt we agreed on and report that the customer was not reached. I do not repeatedly contact someone who does not respond or who asks me to stop.

That is fine. Your form stays in place. I read what the customer already submitted and do not make them repeat it. I can confirm that the message was received, ask only about missing or unclear information, and tell your team what happened. However, if your form already sends a useful confirmation, books the customer, and your staff replies quickly, you probably do not need this service.

A good fit is a small local service business whose workers are often away from a desk, has no receptionist during certain hours, receives valuable customer inquiries, and sometimes takes too long to reply. Examples may include selected HVAC, landscaping, auto-repair, cleaning, moving, pest-control, or trades businesses.

A business probably does not need me if its receptionist, form, booking system, or staff already respond quickly. I also do not initially serve emergency dispatch, healthcare, legal, financial, insurance, or other work involving highly sensitive information or regulated advice.