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Help & FAQ

Quick answers for BizEdge users. Something missing? Email us.

Getting started

What does BizEdge actually do?
It answers the calls you cannot take. You forward your unanswered calls to your BizEdge number, the caller hears a short message that you're on the tools, then the caller gets a text back in seconds with your name and your business, and you get one text and an email about the call, with what they said and a link to the conversation in your Text-Back Inbox. That is the whole product.
What do I need to sign up?
An active ABN, the street address of your business, the mobile your customers ring, and a card. We check the ABN on the Australian Business Register before you add the card. After that you send two documents: your ABN record (a printout or screenshot from ABN Lookup) and a proof of your street address, such as a utility bill or a rates notice. Australian mobile numbers have to be registered to the business that uses them, so our carrier checks these before your number is set up. That is often approved the same day, at most about 3 business days. We send the documents straight to our carrier and do not keep a copy. Nothing is charged until your first missed call gets a text back.
Do I need a website already?
No. Missed-call text-back runs off your phone number, not your website, so it works whether you have a site or not.
Is this a CRM?
No. Keep using Tradify, AroFlo, or whatever you already have. BizEdge does one job: nobody who rings you gets silence. It does not replace your job management software.

Plans & billing

What does it cost?
Three plans, from $39 + GST a month, by how many missed calls you get. Missed-Call Text-Back is month to month with no lock-in, and the billing starts the day your first missed call gets a text back, not the day you sign up. If we cannot get you set up, you pay nothing. You can see the plans on our pricing page. All prices are in Australian dollars and exclude GST.
When am I charged?
The first charge lands when your first missed call gets a text back, then monthly on that same date. A test call counts: billing starts the day any diverted call, including your own test, is texted back. The subscription auto-renews until you cancel. GST is itemised on every invoice.
Does my phone stop ringing?
No. Your phone rings first and you have about 10 seconds to pick up. After that the call comes to us and the caller gets your text. Calls you decline, or that arrive while you are on another call or out of range, come to us straight away. The 10 is deliberate: on the Telstra service we tested, voicemail answered at 15 seconds, and the divert only catches the call if it fires first. A call you miss by a second still gets the text.
What is the 10-second guarantee?
If we ever take longer than 10 seconds to text a forwarded caller, just let us know and we'll credit you that day's fee. That day's fee is 1/30th of that month's plan fee (the plan fee only, not extra text-backs). Each day can be claimed once, and if it happens again on a later day, you can claim that day too. Let us know within 30 days. If a problem on our side or at one of our providers holds up text-backs for many customers at the same time, that is a service-wide outage, and we will post or email notice of it. The same rule applies: just let us know, and each day your text-backs were affected is credited at 1/30th of that month's plan fee (the plan fee only, not extra text-backs), once per day, with a part day counting as a full day. Nothing here limits your rights under the Australian Consumer Law. The full conditions are in our terms.
How do I cancel?
Two things, and you do not need us for either. Dial ##002# on your phone and every call divert stops immediately. If you switched voicemail off for setup, switch it back on; the steps for your carrier are in our set-up guides. Then open Settings, choose Manage subscription, and cancel there. Your access runs to the end of the current billing period. There is no lock-in and no cancellation fee.
What happens to my BizEdge number if I cancel?
We keep it until 30 days after the last text it sent, and for at least 7 days after your service ends, whichever is later. That way anyone you texted can still reply STOP. While we keep it, calls to it are not texted back and the caller hears that your business is not taking calls on this number. Sign up again in that time and you get the same number back. After that we release it and it may be given to someone else. Our terms (section 4) have the detail.
What if it cannot be set up on my phone?
Then you pay nothing. Call diversion is standard on Telstra, Optus and Vodafone plans and on most brands that run on their networks. Some prepaid services can't divert calls, so we ask who your mobile is with at sign-up and give you that carrier's codes. If we cannot get it working on your handset we do not charge you, and nothing starts until your first missed call has actually been texted back. See the current pricing on our pricing page.

The texts

What number does the text come from?
Your BizEdge number, the Australian mobile number you divert your unanswered calls to. It is part of the plan and it is yours to use for as long as you are with us. It stays registered to BizEdge, so it can't be moved to another provider (our terms explain what happens when you cancel). It is registered to your business once our carrier has checked your details, and there is nothing extra to pay.
Does it text my customers?
Only the ones who ring you and do not get through. One text goes back to that caller, straight after the missed call, with your name and your business. Nobody else on your list hears from us.
What does the text actually say?
Something like: “Hi, it’s Sam from Sam’s Electrical. Sorry I missed you. What’s your name, suburb and how can I help? Reply STOP to opt out.” You set the wording once when you sign up, and you can change it whenever you like. Every text has to say who it is from and how to opt out, so if your wording leaves out your business name or the STOP line, we add them at the end. Texts can’t ask callers for photos, and our terms don’t allow adult or sexual services.
Will it annoy people?
No. One text back per missed call, only to the person who just rang you, and never a second one for the same call. If anyone replies STOP, that number never gets a text from you again.
What about my voicemail?
Two choices. Leave voicemail on and keep the 10-second delay: on the Telstra service we tested (twelve calls in a row), voicemail answered at 15 seconds and the 10-second divert beat it every time, so the caller gets your text instead of a mailbox and you get a text telling you who rang. Optus and Vodafone publish similar defaults; we have not measured them yet. Or switch voicemail off, and then nothing races the divert and you can have a longer ring (20 seconds, say). If you change voicemail at all, do it before you key in the codes, because changing it afterwards can switch the divert off. The setup page has the steps for your carrier. Either way, test it on your own phone before you rely on it.
Does diverting cost me anything?
Your carrier treats a diverted call like a call you made to an Australian mobile. On most plans with unlimited national calls that costs nothing extra. On prepaid or a work account, check your plan, and keep credit on the service: if it runs out, the divert stops and calls go back to voicemail.
Voicemail picked up before the text went out. Why?
The divert lost the race to your voicemail. Check the no-answer code carries the 10-second delay (dial *#61# to see what is set) and re-key it if it says 20. If it still goes to voicemail, switch voicemail off: Telstra in the My Telstra app under Manage your MessageBank (a work or fleet-managed number usually cannot, so stay at 10 seconds), Vodafone by dialling 1210 (1211 turns it back on), Optus in the My Optus app or through Optus support. On an iPhone, also turn Live Voicemail off under Settings, Phone. Then test again: ring your own mobile from another phone, let it ring out, and the other phone should get your text within seconds.
Can my phone ring longer than 10 seconds?
Only with voicemail switched off. On the line we tested, voicemail answered at 15 seconds whatever the divert said, so a longer delay only works once voicemail is off (Telstra: My Telstra app; Vodafone: dial 1210; Optus: My Optus app). With it off, re-key the first code with 20 instead of 10 and run the test again; if voicemail still wins, go back to 10. Remember that with voicemail off nobody can leave you a message, and on a work phone check with whoever manages the account first.
Do my customers need a new number?
No. They keep ringing the number they've always had. Your BizEdge number only ever sits behind your divert, so nobody has to learn it.
What if they reply, or ring the BizEdge number back?
Both come to you. A reply goes to your email and your Text-Back Inbox, where you can text them back. If they reply within 5 minutes of the call, it is in your summary text too; after that we text you about the same caller at most once every 30 minutes. We don't pass on photos or other attachments: if a caller sends one, we tell you and delete it without looking at it. A call to your BizEdge number rings the mobile you gave us at setup.

Data and privacy

Where is my data stored?
Your data is yours. Our database is in Sydney. Some providers we use are overseas (see our Privacy Policy). We never sell it. Download your account data any time; for anything the download leaves out, such as your call log, email us.
How do I export my data?
Download the lot as a spreadsheet or as a data file. Ask us and we will email you a copy instead. See our Privacy Policy for full details.
What happens to my data if I cancel?
Your data stays in your account after you cancel, so you can export it. When you want it gone for good, email hello@bizedge.com.au and we will permanently delete it and confirm when it is done. Export before you ask us to delete, to keep a copy.

Account

How do I get help?
Email us at hello@bizedge.com.au. We are based in Melbourne and aim to respond within one business day.

BizEdge is operated in Australia. ABN 97 656 560 460.