EzyBiz User Guide | Get Started with Your Virtual Receptionist

Introduction

EzyBiz gives you a professional business phone number with a built-in virtual receptionist. It separates your work calls from your personal life and ensures every customer gets an instant, intelligent response—24/7.

📞

Business Number

Dedicated line for your business

🤖

Virtual Receptionist

Answers calls intelligently

🔒

Privacy

Keep personal number private

⏰

24/7 Available

Never miss a customer call

Getting Started

1. Account Creation

Download the app and sign in. You can use your Google account or sign in with your phone number.

2. Onboarding Flow

After logging in, you will see the "Setup Your Business" screen. Follow these 3 steps to activate your service:

1

Choose Your Phone Number

Search for a local mobile number for your business. Tap Search Available Numbers, select a number from the list, and tap Continue.

2

Configure Your Virtual Assistant

Tell your virtual assistant about your business so it can answer customer questions:

Business Name: Enter your company name (e.g., "Joe's Pizza")
Industry & Services: Select your industry and the services you offer. Configure your hours, location, and service area.
Timezone: Select your local timezone

3

Verify Your Personal Phone

We need your personal mobile number to transfer calls to you when a customer asks to speak to a human.

Enter your Personal Mobile Number
Tap Send Verification Code
Enter the 6-digit code you receive via SMS
Tap Verify Code
Once verified, tap Activate Service to finish setup

The more complete your agent configuration, the better your virtual assistant can answer customer questions. Be specific about your services, hours, and service area!

Screenshot: Onboarding setup flow screens

App Overview

Once set up, you'll see the main screen with 5 tabs at the bottom and a floating dialpad button for making calls:

Home

Dashboard & stats

Messages

SMS conversations

Contacts

Customer database

Bookings

Appointments

History

Call logs

Floating Dialpad Button

Making Calls: The blue floating button with a dialpad icon (bottom-right) opens the dialer. Tap it to make outbound calls using your business number as caller ID.

Settings

Access Settings by tapping the gear icon in the top-right corner. This is where you configure your virtual assistant, manage your subscription, and update your transfer number.

Tab Details

🏠

Home (Dashboard)

Your business overview with activity stats, active calls, and recent activity. Tap your phone number to copy it.

💬

Messages

Send and receive SMS using your business number. View all conversation threads in one place.

👥

Contacts

Customer database auto-populated by your virtual assistant. Search by name, number, or service interest.

📅

Bookings

View and manage customer appointments. Cancel bookings with automatic SMS notification to customers.

📋

History

Full call logs with automatic transcripts. Review what customers asked and how your virtual assistant responded.

Screenshot: Main dashboard with bottom navigation tabs and floating dialpad button

Dashboard

The Home tab is your business dashboard. Here's what you'll find:

Welcome Header

A time-based greeting ("Good morning", "Good afternoon", or "Good evening") personalised with your name.

Business Phone Number

Copy to Clipboard: Tap your business phone number tile to instantly copy it. Perfect for sharing with customers or adding to your marketing materials.

Activity Stats

Three quick-glance statistics that update in real-time:

Calls Today: Number of calls received today. Tap to jump to History.
Messages Today: SMS messages sent/received today. Tap to jump to Messages.
Total Contacts: Your customer database count. Tap to jump to Contacts.

Active Calls

Live Active Call Card

When a customer is on the line with your virtual assistant, an Active Calls card appears at the top of your dashboard showing:

Caller name or phone number
Live timer showing call duration
Pulsing green indicator
Join button to connect to the active call

Recent Activity

A quick summary of your latest business interactions.

Subscription Status

Your current plan and usage information at a glance.

Making Calls

Accessing the Dialer

Tap the blue floating button with a dialpad icon in the bottom-right corner of your screen. This opens the full-screen dialer.

Dialer Features

🔢

Numeric Keypad

Standard phone keypad (0-9, *, #) with DTMF tones and haptic feedback when you press each button.

🔍

Smart Contact Search

As you type numbers, matching contacts appear. T9 predictive text lets you search by name (e.g., type "5646" to find "JOHN").

📇

Merged Contacts

Shows both EzyBiz contacts ("App" badge) and your phone contacts ("Phone" badge). Up to 5 matches shown.

📞

Business Caller ID

All outbound calls display your business number, keeping your personal number private.

Making Outbound Calls

Tap the floating dialpad button
Enter a phone number OR tap a contact from the search results
Tap the green call button
The call will be placed using your business number as caller ID

Receiving Calls

When a customer calls your business number:

🤖 Your Virtual Assistant Answers

Your virtual assistant picks up immediately and answers questions using your agent configuration.

📞 Call Transfer

If the customer asks to speak to you, your virtual assistant will put them on hold and call your personal phone.

Accepting the Transfer

You have two options to accept an incoming transfer:

Via App

Tap the incoming call notification to open the app. On the Dashboard, you'll see an Active Calls card showing the live call. Tap Join to connect with the customer.

Via Phone

Answer your personal phone when it rings. You will hear: "Press 1 to accept this customer call." Press 1 to connect.

Once you accept, your virtual assistant will drop off and you'll be speaking directly to the customer—seamless handoff!

Call Back from History

Need to return a customer's call? Go to the History tab, find the call, and tap the callback icon to instantly dial them back using your business number.

Screenshot: Dialer with contact search and call transfer notification

Messages

The Messages tab allows you to send and receive SMS text messages using your business number.

Conversation List

Your inbox shows all SMS conversations with:

Contact name or phone number
Preview of the last message
Timestamp (Today shows time, older shows date)
Direction indicator for the last message

Starting a New Conversation

Tap the compose button (floating button with edit icon)
A contact picker appears—search by name or number
Select a contact to open the conversation
Type your message and tap send

Conversation View

Inside a conversation, you'll see:

Blue bubbles: Messages you sent (outbound)
Grey bubbles: Messages from the customer (inbound)
Message timestamps and delivery status
Date headers between different days

Landline Numbers: If your business number is a landline, SMS is outbound only—customers cannot reply to your messages. A banner will appear to remind you.

Screenshot: Messages inbox and conversation thread

Contacts

The Contacts tab is your digital address book, but with a smart twist.

Contact Card Information

Each contact card displays:

Avatar: Coloured circle with the contact's initials
Name: Customer's name
Phone Number: Formatted phone number
Service Interest: What they're interested in (e.g., "Plumbing", "Electrical")
Call Count: How many times they've called
Last Contacted: When you last spoke

Searching Contacts

Tap the search icon in the header to toggle the search field. Search by:

Name
Phone number
Service interest (e.g., search "plumbing" to find all plumbing enquiries)

Managing Contacts

Add Contact: Tap the + floating button
Edit Contact: Tap the three-dot menu → Edit
Delete Contact: Tap the three-dot menu → Delete (confirmation required)
View Details: Tap any contact card to see full details

Auto-Magic Automatic Contact Creation

Your virtual receptionist is smart! If a caller mentions their Name, Location, or what they are interested in (e.g., "I'm John from Brunswick calling about a quote"), it will automatically create or update the contact card for you.

You don't need to lift a finger. Watch your address book grow as your virtual assistant handles calls.

Screenshot: Contacts list and contact detail card

Bookings

The Bookings tab shows all customer appointments scheduled through your virtual assistant.

Viewing Bookings

Bookings are grouped by date for easy scanning:

Today
Tomorrow
This Week (Mon, Tue, Wed...)
Future Dates (specific dates)

Toggle Views

Use the toggle button in the header to switch between:

Upcoming: Only shows confirmed future bookings (default view)
All: Shows all bookings including past and cancelled

Booking Card Details

Each booking card shows:

Customer name
Appointment date and time
Service details (if captured)
Booking status

Cancelling a Booking

Tap the booking card
Tap Cancel
Confirm the cancellation

Automatic Notification: When you cancel a booking, the customer automatically receives an SMS notification letting them know.

Smart Scheduling for Mobile Services

If you're a mobile service business (you travel to customers), EzyBiz includes intelligent geographic scheduling to optimise your daily routes.

Smart Geographic Separation

Your virtual assistant automatically groups same-day bookings by region. When a customer calls to book:

The AI asks for their suburb or address
It checks your existing bookings for that day
If the customer is in the same region, the booking proceeds
If they're in a different region, the AI suggests an alternative day

How It Works

The first booking of the day sets your working region. Subsequent bookings are checked against existing jobs to ensure you're not driving across the city between appointments.

Example Scenario

Morning: You have a job booked in Footscray (Inner West)

Later: A customer calls wanting same-day service in Dandenong (Outer East)

AI Response: "I can see we have jobs in the western suburbs today. Would tomorrow or Friday work better for you?"

Benefits

Efficient Routes: Stay in one area instead of zigzagging across town
More Jobs Per Day: Less driving means more time for actual work
Realistic Timing: Customers get accurate appointment windows
Lower Costs: Save on fuel and vehicle wear

Location Display: When a customer's location is captured, it appears on their booking card with a location icon, so you always know where you're headed.

Screenshot: Bookings list with location displayed on cards

Call History & Transcripts

The History tab keeps a complete record of every call, organised by date.

Call List

Calls are grouped by date:

Today
Yesterday
This Week
Earlier

Call Card Information

Each call card shows:

Status Icon: Green (completed), Red (missed), Blue (agent ended)
Contact Name or Number: Shows contact name if saved, otherwise phone number
Time & Duration: e.g., "2:30 PM · 5m 24s"
Sentiment Badge: Red warning badge if negative sentiment detected
Callback Button: Tap to call the customer back

Call Detail Screen

Tap any call to see the full details:

😊

Sentiment Analysis

See if the call was positive, neutral, or negative with emoji indicators

📋

Call Summary

AI-generated summary of what was discussed

📝

Full Transcript

Complete conversation with colour-coded speaker labels

📞

Call Back

One-tap button to return the customer's call

The transcript shows Agent responses and Customer responses in different colours, making it easy to follow the conversation flow.

Screenshot: Call history list and transcript view

Settings & Agent Management

Tap the gear icon in the top-right corner to access Settings. Here you can manage your agent, subscription, and account.

Hero Section

At the top of the Settings screen, you'll see your business overview:

Business Name: Your business identity displayed prominently
Phone Number: Your EzyBiz business number with phone icon
Status Badge: Shows "Active" when your agent is running
Test My Receptionist: Tap to call your business number and hear how your agent sounds

Virtual Agent Card

This card shows your AI receptionist's configuration:

Agent Name: Your virtual receptionist's name (e.g., "Sarah")
Personality: The communication style (Friendly, Professional, etc.)
Industry: Your business category

Tap Edit Agent Settings to update your business details, personality, services, working hours, and more.

Usage & Plan Card

Track your call minutes and subscription:

Minutes Used: Large display showing minutes consumed this period
Progress Bar: Visual indicator with colour coding (Green = normal, Orange = low, Red = over limit)
Minutes Remaining: How many minutes left until your next reset
Reset Date: When your minutes refresh for the next billing period
Plan Tier: Your current subscription level (e.g., "EzyBiz Pro")

Actions:

Manage Plan: View subscription details and upgrade options
Get Minutes: Purchase additional minute packs if running low

Call Settings Card

Configure how calls are handled:

Transfer Number: Your personal phone number where calls are forwarded when customers ask to speak with you
Timezone: Your local timezone for scheduling and availability

Tap Change Transfer Number to update your phone number (requires SMS verification).

Support Section

Send Feedback: Email our support team with ideas or issues
Sign Out: Log out of your account

Keep your agent settings up to date! Whenever your services, hours, or pricing change, tap "Edit Agent Settings" so your virtual receptionist gives customers accurate information.

Screenshot: Settings screen with card-based layout

Configuring Your Agent

Your virtual receptionist learns about your business through the configuration you provide. The more complete your setup, the better your agent handles calls and answers customer questions.

How It Works

When a customer calls and asks "What are your hours?" or "Do you service my area?", your virtual assistant uses your configuration to provide accurate, natural-sounding answers. Think of it as training a new employee—give them all the information they need to succeed!

Configuration Fields

Go to Settings and tap Edit Agent Settings to configure these details:

Business Identity

Business Name: Your company name that the agent will use
Owner Name: Your name, used when transferring calls ("I'll connect you with John")
Agent Name: Your virtual receptionist's name (e.g., "Sarah") shown in notifications

Personality

Choose how your virtual assistant communicates:

Professional: Formal, precise, business-like
Friendly: Warm, personable, conversational (default)
Casual: Relaxed, informal, easygoing
Enthusiastic: Energetic, upbeat, excited
Calm & Patient: Soothing, reassuring, unhurried

Industry & Services

Select your industry to get a pre-populated list of common services:

Electrical - Switchboard upgrades, safety switches, ceiling fans, etc.
Plumbing - Blocked drains, leak detection, hot water, etc.
HVAC / Air Conditioning - Split systems, ducted AC, servicing, etc.
Locksmith / Security - Lock installation, emergency lockouts, CCTV, etc.
Roofing / Guttering - Roof repairs, gutter cleaning, leak detection, etc.
Equipment & Tool Hire - Power tools, generators, scaffolding, etc.
Cleaning / Maintenance - House cleaning, end-of-lease, carpet cleaning, etc.
Health & Wellness - Consultations, rehabilitation, massage, etc.
Other - Enter your own industry and services

Uncheck any services you don't offer. Add custom services in the "Other Services" field.

Service Delivery

Service Model: Choose "I travel to customers" (mobile) or "Customers come to me" (fixed location)
Working Hours: When your business operates (e.g., "Mon-Fri 9am-5pm, Sat 10am-2pm")
Appointment Duration: Default length for bookings (30, 60, 90, or 120 minutes)

Smart Geographic Scheduling (Mobile Businesses)

When you select "I travel to customers", the booking system activates intelligent location-based scheduling:

Location Capture: Your virtual assistant automatically asks callers for their suburb when booking appointments
Regional Grouping: The system groups your appointments by geographic region to minimize travel time
Smart Suggestions: If a caller's location is in a different region from your other bookings that day, the AI will suggest alternative days
Travel Protection: Prevents back-to-back appointments in different suburbs that would require excessive travel

Example: If you have appointments in Brunswick and Coburg (Inner North) on Monday, and a caller from Dandenong (Outer East) wants to book Monday, your assistant will say: "We're working in the northern suburbs that day. Would Tuesday or Wednesday work better for you?"

Location

Business Location: Your address or base location
Service Area: Suburbs or regions you cover (e.g., "All northern suburbs of Melbourne")
Timezone: Your local timezone for scheduling

Best Practices

Select only the services you actually offer
Be specific with your service area so the agent can qualify leads
Include accurate working hours for appointment scheduling
Choose a personality that matches your brand
Update your settings whenever your business changes

Common Mistakes to Avoid

Leaving services checked that you don't actually offer
Forgetting to update hours when they change
Setting the wrong timezone (affects appointment scheduling)
Not specifying your service area (agent can't qualify if you service their suburb)

Review your agent configuration whenever your services, hours, or service area change. Accurate information means better customer conversations and fewer misqualified leads!

Screenshot: Agent configuration form

Notifications

EzyBiz keeps you informed in real-time with push notifications. Never miss an important call or customer message.

Notification Types

📞

Incoming Call

Your virtual assistant is speaking with a caller. Tap to view the active call.

💬

New Message

SMS received on your business number. Tap to open the conversation.

Responding to Notifications

Tap any notification to open EzyBiz and take action:

Incoming Call Notifications

When you tap an incoming call notification:

The app opens to the Dashboard
You'll see an Active Calls card with a live indicator
Tap Join to connect with the customer
Your virtual assistant hands off seamlessly

New Message Notifications

When you tap an SMS notification:

The app opens directly to the conversation with that customer
You can read the full message thread
Reply instantly using your business number

Managing Notification Settings

To ensure you receive notifications:

Open your device's Settings app
Go to Notifications (or Apps > EzyBiz)
Make sure notifications are enabled
Enable sounds and banners for important alerts

Keep notifications enabled so you never miss a customer call or message. Even if you can't join a call immediately, you'll see a summary in your call history.

Messages you send aren't being delivered, or you're not receiving customer replies.

Solutions

Check you have an active subscription in Settings
Verify you have a stable internet connection
Pull down on the Messages screen to refresh
Some carriers block messages—try sending to a different number to test

Still Need Help?

If these solutions don't resolve your issue, contact our support team at hello@avocadodigital.com.au with a description of the problem and any error messages you see.

Need More Help?

Got questions? We're here to help you get the most out of EzyBiz.

Contact Support