How to choose an AI phone assistant
Products and prices checked 2026-11-13
The demo always sounds good. This checklist is for the weeks after it, when the assistant is answering real customers on your number.
1. Make real test calls
Start with your situation: tradies, clinics, professional services, after hours or high call volume. Then test the shortlist yourself. Ask a few friends to call too, because you know the right answers and they don't.
- A normal new enquiry
- A caller who is vague or rambles
- A caller with a strong accent, or calling from somewhere noisy
- An urgent call that should be transferred
- A question it shouldn't answer, such as a price you haven't given it
- A caller who asks for a human
Check every summary against the call. A missing phone number or a wrong suburb is a lost job.
2. Pin down the transfer rules
Transfers are where the plans differ most, and the cheapest plans often lack them:
- Rosie has no transfers on Professional; they start on Scale.
- Dialzara's transfers start on Elite.
- Trillet doesn't state transfers for Juney.
- Johnni offers warm transfer. Upfirst and Rosie offer warm and waterfall transfers.
- Smith.ai can transfer to a live North America-based receptionist.
Write down who gets each type of call, at what times, and what the assistant says if nobody answers. Then test each rule.
3. Check where bookings land
Ask which calendar or system it books into, and whether it checks availability first:
- Named calendars: Upfirst (Google, Outlook, Clio, Acuity, Calendly, Square); Johnni (Google Calendar or Outlook sync); Trillet Juney (Google Calendar, Pro only); Smith.ai ("Calendly & more").
- Plan limits: Rosie books on your calendar from Scale; Sophiie's Google Calendar link is limited on the base plan.
- Not named: Goodcall and Dialzara offer booking but don't name the calendars on their pricing pages.
Book a test appointment, then try to double-book the same slot.
4. Call recording and consent
Many products record calls and write transcripts or summaries. Laws on recording phone calls differ between Australian states and territories, and between US states. Some places require every party to agree; others don't. Check the rules where your business and your callers are, and get advice if you're unsure.
A simple habit is to say near the start of every call that it's answered by an AI assistant and may be recorded. Also ask the vendor where recordings are stored, for how long, and whether you can delete them.
5. Watch the pricing traps
| Trap | Examples from published pricing |
|---|---|
| Per-minute overage | Dialzara Lite US$0.48/min over 60 min; Sophiie 30c/min over the allowance |
| Assistant stops answering | Trillet Juney stops when minutes run out; top-ups are US$20 per 100 min |
| Setup fees | Sophiie Growth and Growth Plus carry an A$800 setup fee; Receptionist Plus has none |
| Notice periods | Smith.ai asks for 30 days' notice to cancel |
| Paid add-ons | Johnni SMS +A$50/mo; job-software integration quoted per business |
| Annual vs monthly | Johnni's lowest prices are on annual billing; Rosie and Upfirst discount annual plans |
| Currency and tax | Most products price in USD; Johnni and Sophiie are AUD ex GST |
Also note what you can't see. We couldn't confirm Rosie's overage charges, because its pricing FAQ didn't load. Ask for anything missing in writing.
6. Plan what happens after the call
A phone assistant gets the details. Someone still has to send the quote, chase it, and book the visit. Decide who does that before you switch on.
Disclosure: this site is published by SG1 Consulting, which makes The Everything. We're building a phone assistant into The Everything, but it is in development, not yet available, and has no launch date. Today The Everything handles the admin behind the call, such as quotes, follow-ups and scheduling, inside Microsoft 365. It works alongside whichever phone assistant you choose.
Questions people ask
How many test calls should I make before choosing?
At least ten per product, covering normal, vague, urgent and awkward callers. Have people who don't know the answers make some of them.
Do I have to tell callers the call is recorded?
It depends on where you and your callers are. Recording laws differ between Australian states and territories and between US states. Check the rules that apply and get advice if unsure.
What's the most common hidden cost?
Usage over the allowance. Per-minute overage, per-call charges past the included calls, and paid add-ons such as SMS can all lift the bill. Price a busy month, not an average one.
Are there lock-in contracts?
Terms vary. Smith.ai asks for 30 days' notice to cancel, and some of the lowest prices, such as Johnni's, need annual billing. Read the terms before you pay.
Should I choose an Australian product?
If you need an Australian local number and AUD pricing, Johnni states both. Sophiie prices in AUD but doesn't state local numbers. A US product can still work, but confirm number support and tax first.
Calls answered — now what?
Every answered call leaves admin behind it: a quote to send, a follow-up to chase, a meeting to book. The Everything does that work for you inside Microsoft 365 and Teams. It does not answer phone calls. 14-day free trial, no credit card.
See what The Everything does