Smith.ai offers superior call answering and intake services for businesses of all sizes. AI Receptionist is our sophisticated, flexible AI + human call answering solution. On these plans, our AI handles the call answering and our live agents are available for escalations and more complex calls. AI Receptionist plans start at $0/month. We also offer Virtual Receptionist plans, which include North America-based receptionists who handle inbound calls; provide bilingual answering; screen and intake new clients; schedule appointments; and make outbound calls to leads who complete your online forms, ensuring instant follow-up with new potential clients. Plans start at $300/month and include free spam blocking, plus our risk-free 30-day, money-back guarantee. With integrations including Clio, MyCase, PracticePanther, Lawmatics, and Calendly, plus thousands more through Zapier and Make, conversations are synced with your systems in real-time. With 5,000+ direct integrations, including Clio, MyCase, HouseCall Pro, Service Titan, LawPay, and Calendly, plus thousands more through Zapier, conversations are synced with your systems in real-time. With Smith.ai, businesses can automatically record their inbound and outbound calls so they never miss what their customers have to say. These calls will also be transcribed with personally identifiable information (PII) — such as credit card and Social Security numbers — automatically redacted so businesses can review calls by searching for specific keywords. Smith.ai clients also have access to business intelligence tools like Call Intelligence, a robust set of features available within the Call Dashboard that puts key phone call data directly into your hands. The Call Intelligence tool lets businesses review and analyze phone call data of what actions were taken during calls including scheduled appointments, calls transferred, completed intake forms, and more so you can operate your business more efficiently.
Smith.ai (smith.ai) has 363 customer reviews on Five Star Index, with an average rating of 4.6 out of 5.
Website
smith.ai
Category
Administration & Services
Location
Los Altos, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 95% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
It’s very unfortunate that you feel this way as this isn’t an accurate account of events.
We added you to our email list for Smith.ai news and updates after you attended our presentation during a recent conference and opted in to receive outreach from us. We have an “unsubscribe” button at the end of every email we send out in the event you would like to opt-out, but you chose to ignore it for at least seven emails. Of course we never want to send unwanted emails and we take the CAN-SPAM Act seriously.
It probably goes without saying, but we have since removed you from our email list.
DD
Denkai D.
TRUE feedback AVOID AT ANY COST
This is a TRUE feedback from a VERY disappointed & furious customer.
We were looking for a 24/7 answering services for our English customers who can be anywhere in the world.
We signed with this pathetic company 10 days ago
Actually writing this comment, we don't have any working phone number or chat they decided WITHOUT ANY NOTICE to cut their “service “(we are in the middle of the week end) so our potential leads cannot join us and we have to take all our weekend to find a replacement solution with anybody off.
We took time to write a complete written process to be followed by their agents, the first 3 days we had to explain them what to do, what to not do ( even the process is easy like a 10 years old boy can understand) but they didn't follow it even after several emails & checks by calling & chatting with them they didn’t.
An example of a recurrent idiot problem ? their low IQ agents cannot take INTERNATIONAL phone number standard like +XX (country) (cause our customers can be from anywhere) we sent them several emails , 7 ones on this particular point, no changes , I had to speak with 2 of their managers for nothing, guess what , no changes they still took the phone numbers like everyone is from USA (without country code) and this is a example they didn’t follow our other processes either.
Yesterday, been so furious of their incompetence to not follow a single process like this I sent them "do your job this is pathetic" or we will leave
And then we received a 'we decide to stop'
Their agents for USA after hours are NOT in USA , they all got Arabic names and they confirm with me (as professionals they are, you can imagine the stupidity) that they are offshore agents (which is a shame cause our first question when it was time to select the potential supplier was “are your agents based in USA 100 %” ? ) we can pay for this no problem, answer YES : false
So if you want your customers to not be able to join you or get complete stupid answers to their query by chat or even better receive phone number from potential leads than you cannot reach (without country code), this is the perfect solution for bankrupt .
we are still searching today a replacement , so it is now 3 days without phone numbers, We asked them to give a 5 days notice allows us to find an other provider > no answers and yesterday they charged us 149 USD for the chat, we asked for refund > no answers
AVOID at all cost : a pure NIGHTMARE, those people are CLOWS
Response from Smith.aiJan 13, 2021
Unfortunately, that does not match with the facts. Your account was terminated because you violated the Terms of Service, repeatedly, and your payment was refunded.
Our Terms and Conditions specifically state the following:
"Subscriber is prohibited from any of the following when using the Platform or subscribing to the Services:
Transmitting or causing to transmit any material that is derogatory, racist, abusive, threatening, obscene, hateful, or in any other way objectionable to others or illegal;"
You continued to violate this policy with your vulgar, demeaning, insulting, and abusive rhetoric, leaving us with no choice but to immediately terminate our relationship with you to protect our team from ongoing mistreatment.
While there were some mistakes made on your account regarding international phone numbers, our team did our due diligence to rectify these mistakes, but your treatment and behavior towards our team did not improve.
The timeline of your abuse has been well documented internally and your most recent communication to us is outlined below:
- In your email to us on January 8, you referred to our team as "f[**]king retarded."
- In your email to us on January 9, you told our employee to "go f[**]k yourself" and again referred to our team as "retarded."
- In your other email to us on January 9, you addressed it to "Hi retarded" with the same review you left here on our page with similarly offensive language.
- In your email to us on January 11, you referred to our team as a "band of low IQ stupid tarts."
It's truly unfortunate that this did not work out, but we've refunded your account and wish you luck in your future endeavors.
DS
Dannielle S.
Had a meeting scheduled to discuss…
Had a meeting scheduled to discuss working with these people. Missed the person calling me called them right back literally and was told "they were in a meeting." Despite the fact that I had a meeting scheduled for that time. Unbelievable. The woman who answered the phone spent 10 minutes trying to figure out how to get a hold of the person I was supposed to meet with. If this is the way your company is run there is no freaking way I would sign up to have you manage phone calls for my business. Seeing as how you can't manage phone calls for your own company.
Response from Smith.aiSep 20, 2019
Hi Dannielle, it’s unfortunate you took to the internet about this when it was just a usual “phone tag” issue and a huge misunderstanding. So here’s the timeline of what happened on September 19, 2019:
9:00 am PST: At your scheduled request, our receptionist, Cheryl, made a call to you on time, but you did not answer. Following protocol upon not reaching you, Cheryl left a voicemail stating that she would call back in 5 minutes. (Many times, our clients are very busy and meetings run late, so we attempt another call after 5 minutes.)
9:01 am PST: You called back in and reached our receptionist, Janet. Because Cheryl had a meeting scheduled with you and time blocked out for you, her calendar showed that she was unavailable, “in a meeting.” Janet advised you that Cheryl was “in a meeting” and unable to interrupt her. Janet attempted to take a message to let Cheryl know you had called back in and to return your call. At this point, as shown in our notes, you became enraged and started yelling and swearing — dropping “F-bombs” on Janet. The language and aggression used exceeded toleration per our Abusive Caller Policy, which exists to protect the psychological safety of our team.
Janet apologized for the inconvenience and assured you we would reach Cheryl to let her know you called back in. You ended the call with “don´t even bother anymore — I don´t want to be in business with you if you cant even f__king show up to a f__king meeting," and hung up on Janet.
The call lasted 6 mins and 20 seconds.
9:05 am PST: Cheryl initiated her callback procedure, as promised, and was interrupted by Janet, who relayed that Dannielle didn’t want to speak to her anymore. Cheryl terminated the callback procedure at your instruction.
9:14 am PST: You began posting negative reviews of us on the internet, claiming that we missed a meeting with you, and that we spent 10 minutes trying to get a hold of the person [Cheryl], both of which are factually incorrect. This included asking us what we were going to do to compensate you for our “mistake.”
9:28 am PST: After a managerial debrief and time for our team to regain their composure (Janet had to be taken off shift for personal time due to your aggression), Cheryl called you back in an attempt to reconcile and clear up the phone tag.
I hope this timeline clears up the responsibility placed on individuals in this situation. Our team is famous for its excellent customer service and congeniality. Although we don’t have an SLA, our clients are often surprised to find we go above and beyond for them in both timeliness and effort.
In other circumstances, I would say that any miscommunication has 50% blame, and in the spirit of good customer service I would take 100% of that responsibility on us. We do try to bend over backwards for our clients and, in other circumstances, would for you as well. As you mentioned compensation, we’re familiar with that. When we make errors, we know it costs our clients in ways and we compensate them for it. However, these are not those other circumstances. Your interaction with our team, as a potential client, violates the same abusive caller policy that we would apply to your own callers, and therefore you are blocked from interacting with our company.
Thank you for the opportunity to discuss this,
Aaron Lee
Justin Maxwell
Co-Founders, Smith.ai
JJ
JR J.
All they are interested in is making a…
All they are interested in is making a quick buck. Very difficult to work with. With SO MANY other providers out there I would suggest using someone else. They are good at billing and that is about it.
Response from Smith.aiMar 23, 2019
It's heartbreaking to read this. Sadly, it's untrustworthy and inaccurate. Unfortunately, this client had a poor experience due to their own poor business practices. They demonstrated an inability to read emails, answer phone calls, and even understand the significant discounts and accommodations that we offered them to make up for their own errors. In our line of business, there will be times when you cannot please everyone. This client clearly has problems with their firm that extend well beyond their interaction with us. If you are concerned about this negative review, please take a moment to read our complete response here: https://docs.smith.ai/article/bc3xrja1o7-trustpilot-response-resnick
