Question 1

What's included in Hello implementation?

Accepted Answer

Every Hello package includes done-for-you implementation: discovery calls to understand your practice, custom script development based on your actual call patterns, knowledge base creation from your existing materials, EHR/PMS integration setup, staff training, and ongoing optimization sprints. You don't lift a finger.

Question 2

How does billing work after implementation?

Accepted Answer

Hello bills monthly for the work its agents complete and the outcomes they capture, line by line by work type. Channel usage (voice, SMS, email), phone lines, and A2P messaging compliance pass through as separate line items. There is no per-seat software fee. See Hello Voice pricing for the current rate card.

Question 3

Am I charged for failed or dropped calls?

Accepted Answer

No task fee. Misdials, voicemail-only calls, failed or dropped connections, unanswered outbound attempts, system pings, and hangups under 30 seconds carry no work-type fee. If a call connected and used channel minutes, only that usage passes through as a separate line item.

Question 4

How long does Hello setup take?

Accepted Answer

Most practices go live within 10 days from contract signing. This includes discovery, configuration and testing, and launch with optimization. Enterprise implementations with complex integrations may take 4-6 weeks.

Question 5

What EHR and PMS integrations does Hello support?

Accepted Answer

Hello offers 37 EHR/PMS connectors including Nextech, PatientNow, and other major practice systems, and 200 integrations across calendars, CRM, and telephony. For other EHR/PMS platforms, our Enterprise plan includes custom API integration development. View our integrations or contact us to confirm compatibility.

Question 6

Is Hello HIPAA covered?

Accepted Answer

Yes. Hello is built on HIPAA infrastructure with enterprise-grade security. We provide Business Associate Agreements (BAAs), encrypted data transmission, audit logging, and access controls. Your patient data is protected by the same standards used by major healthcare systems.

Question 7

What happens if I exceed my call volume?

Accepted Answer

There are no hard caps on call volume. The call counts shown are approximate best-fit guidance to help you choose the right starting point. Because Hello bills for completed work plus pass-through usage, you pay for what your agents complete and the channels they use. If your volume grows into multi-location or committed-volume territory, Enterprise adds volume-discounted rates and dedicated support.

Question 8

Can I move from Performance-based to Enterprise later?

Accepted Answer

Absolutely. Hello plans are designed to grow with your practice. Moving from Performance-based to Enterprise adds volume discounts, dedicated services, and SLA guarantees on top of your existing configuration. Your AI retains all training and knowledge from your current implementation.

Question 9

What happens after my optimization period ends?

Accepted Answer

After the optimization period (7, 30, or 90 days depending on your engagement), your AI agents keep running 24/7. You retain your dashboard, analytics, and support. Ongoing billing follows completed work plus pass-through usage. You can add agents, add-ons, or move to Enterprise at any time.

Question 10

What are Agent Work Receipt seats and how do they work?

Accepted Answer

Each Agent Work Receipt seat is one AI agent enrolled for compliance governance. Your Hello Voice plan includes Agent Work Receipt seats at no extra charge: Performance-based includes Guardian seats scaled to your call volume; Enterprise includes Guardian or Citadel allocation sized to your scope. Every seat comes with monthly pools for interactions (completed sessions processed for retention and policy), encrypted governance storage, and policy evaluation credits (compliance scans); pools scale linearly with seat count. Additional seats are available at Guardian list parity and add the same per-seat pools. Agent Work Receipt pricing is published on the Agent Work Receipt site.

Question 11

What happens if I exceed Agent Work Receipt included pools?

Accepted Answer

Overage is billed at predictable unit rates for interactions, evidence storage, and policy evaluation credits, and those rates are the same regardless of your tier. If one agent handles heavier traffic, it draws from your shared pool, and you can add seats to increase your pools proactively. Agent Work Receipt pricing is published on the Agent Work Receipt site.

Question 12

If one call completes several things, how am I billed?

Accepted Answer

Charges do not stack one to one. A workflow comprises many tasks, and a single call can span several workflows and many tasks: verification, scheduling, intake, follow-up, and the reminders, texts, and emails inside them. You are billed for the single most expensive workflow or task in that interaction, not for each one, with one exception: a captured payment always bills in addition. Example: a prospect calls, asks three questions, completes insurance verification, books a consultation, pays the consultation deposit, and completes patient intake, with confirmation texts along the way. That interaction produced four workflows and multiple tasks. The bill is two line items: the highest-fee item in the call, plus the payment work fee. Everything else, including every reminder and message inside those workflows, is included.

Question 13

What if a caller just asks questions?

Accepted Answer

Questions are never billed per question. A call where a patient asks one question, or five, and no workflow completes is a single Standard Work item, billed once for the whole call. If questions are asked on a call where a workflow does complete, the questions are absorbed entirely: the call bills under the highest-item rule, and the questions add nothing.

Question 14

Do payments bill separately?

Accepted Answer

Yes. A captured payment is a distinct verified financial outcome with its own transaction record, so it bills at the payment work rate in addition to the call’s highest-fee workflow or task.

Question 15

What is the minimum realistic monthly cost?

Accepted Answer

The honest answer is specific to your practice, which is why we publish a live calculator rather than a flat number. Estimate your bill with the pricing calculator. As one example, a practice handling 200 calls per month models at roughly $436 in monthly spend against an estimated $10,500 in monthly revenue capture, for coverage equivalent to 2.1 full-time employees. Two constants apply at every volume: channel usage (voice minutes and SMS) always passes through at your contracted rate, and every active deployment carries a monthly Active Deployment Minimum, which keeps your infrastructure live, monitored, and secured, and is exceeded by completed-work fees in any normally active month.

Question 16

Is Hello a SaaS product?

Accepted Answer

No. Hello is a production-grade AI voice-agent platform and an infrastructure provider. You are not subscribing to a tool; you are standing up your practice’s own AI agent workforce, with technology strategy guiding your decisions, Practice Intelligence surfacing operating knowledge continuously, and enterprise-grade security including BAA-backed deployment from day one. Voice is the first agent; chat, assistants, and every workflow you automate after that run on the same foundation. Because agents perform consequential work, real bookings, real payments, real patient interactions, billing follows outcomes: you pay for completed work, not for seats or licences.

Question 17

My practice is under 600 calls per month. Is Hello still a fit?

Accepted Answer

The 600-call figure is where call volume alone justifies the program. Practices below it qualify on two other axes, and the first matters more. First, fit for the advisory and platform engagement. If you are building toward a high-performing practice, the value of installing your AI infrastructure, technology strategy, and agent workforce early, before legacy decisions make it expensive, is independent of this month’s call count, and every agent you add compounds on the same foundation. Second, value density on voice itself. If a high share of your calls are new patient inquiries carrying high case values, the return comes from converting and recovering those inquiries rather than from volume, and because pricing follows completed work, low volume means a low bill.

Category	Rate	What it covers
Workflows and Tasks The work that grew the practice	from $1.50 per completed task	Bookings, intakes, insurance verifications, post-op sequences, and consultation leads. From $1.50 per completed result. See three real examples After-hours new-patient booking ($1.50). Saturday 9:47am, a prospective patient calls about a chipped tooth. Hello confirms in-network coverage, books Monday 9am, sends an SMS confirmation. Hello has earned it the moment the slot is written to your PMS. Same-day reschedule that holds ($1.50). A patient texts the morning of a 3pm appointment, flight delayed. Hello checks the calendar, offers three new slots, locks in Thursday 11am. The appointment stays on the books, just on a different day. Real-time insurance verification ($2.00). A patient asks if her plan covers a sleep study. Hello queries the clearinghouse, confirms coverage and copay, writes the verification to the chart. Clearinghouses charge $3 to $7 per verification; Hello bills $2 and does it on the call.
Standard Work Hello did real work, no billable result closed	from $0.50 per interaction	Reminders, engaged interactions, smart routing with clinical context, and escalations. From $0.50. Channel-uniform: voice, SMS, and email all bill the same. See three real examples After-hours insurance question ($0.50). At 11:30pm, a parent asks whether the practice accepts BlueCross. Hello confirms in-network coverage. If symptoms or urgency come up, Hello follows the practice-approved escalation script instead of giving clinical advice. Direction, parking, and arrival logistics ($0.50). A patient calls 20 minutes before her appointment confused about which building. Hello confirms the address, parking validation, and floor. Callback ticket created with chart context ($1.00). A patient calls outside business hours about a billing question that requires the office manager. Hello verifies identity, captures the chart context, creates a callback ticket for first thing tomorrow.
Recovered Revenue Hello brought the patient back	6% of collected min $20, cap $250	Pre-cancellation intercepts, no-shows recovered, cancellations saved, referrals converted, and patient reactivations. Billed at 6% of the amount Hello collects for you, with a $20 minimum and a $250 cap per recovery, only on confirmed collection: no collection, no fee. See three real examples Same-day no-show recovery. A patient misses an 11am appointment. Hello calls within 90 minutes, gets her on text, books her into Friday at 2pm. The chair is still warm. Cancellation intercepted on the call. A patient calls at 4pm to cancel tomorrow's 9am. Hello surfaces a Thursday 8am option that fits her schedule; she keeps the appointment, redirected to a date that works. Lapsed patient reactivated. A patient last seen 18 months ago receives a Hello outbound SMS about an overdue annual exam. She replies, Hello confirms insurance, books her in for next Tuesday. A reactivated patient is typically worth $200 to $1,000+ in P&L.
Never billed No task fee; usage passes through	$0task fee usage cost passes through	Misdials, wrong numbers, and hangups under 30 seconds. Voicemail-only calls where Hello never engaged. Callers who disconnect before Hello has a chance to respond. System health checks, monitoring pings, Hello's own test calls and QA runs, and calls misrouted at the carrier. The 30-second rule A call lasting at least 30 seconds where Hello answered a real patient question bills as Standard Work at $0.50. The 30-second mark is the line between an instant hangup or misdial ($0 task fee) and a real conversation that delivered value to the patient ($0.50). In both cases, underlying voice usage passes through as a separate line item.

Add-on	Price	Details
Priority support pack	$299/mo	Faster response SLA (4hr vs standard). Bundled in all Enterprise tiers.
Custom voice clone	$500 setup + $99/mo	Branded practice voice. Included on Enterprise plans.
Multi-language pack (Spanish + others)	$199/mo	Bilingual TTS + STT. Spanish standard; 40+ languages available on request. Included on Enterprise plans.
Advanced analytics + reporting	$149/mo	Cohort dashboards and custom exports. Included on Enterprise plans.
Additional phone number	$12/mo per line	Each additional DID (local or toll-free). A2P 10DLC messaging compliance is a separate $12/mo pass-through for US SMS.
Voice, SMS, email usage	Channel-usage rate	Billed at your channel-usage rate on every call, including non-billable ones. Appears as a separate line item on your invoice. Not a separate add-on: shown here for transparency.
Hourly rate	$300/hr	Out-of-scope work, change orders, and ad-hoc requests. 15-minute increments, 2-hour minimum per session, weekly billing. Prepaid retainers: 10% off at 40 hours, 15% off at 100 hours. AI implementation pricing for project tiers and audit options.

Package	Monthly price	Coverage & SLA	Notes
Standard	Included	Email and chat. Business-day coverage.	Included on Performance-based and all Enterprise tiers at no additional charge.
Priority support	$299/mo	4hr response SLA. Email, chat, and phone. 24/7 coverage and named technical lead on eligible engagements.	Bundled in all Enterprise tiers. Available as an add-on on Performance-based at $299/mo.

Pricing that follows the work your AI agents complete.

What you get on day 1.

Pay only for the work your AI agents complete.

Estimate your bill before you commit.

Enter your call volume per location to see your estimate

You pay for the work. Never for the noise.

More capability, when you need it.

Standard support on every plan. Priority when it counts.

Built into every plan

Compliance and audit logging

Encrypted retention

Audit trails

BAA-backed deployment

Integration layer

Uptime architecture

Only pay for verified work

Agent Work Receipt

Why is there an implementation investment?