FAQ
Everything you need to know about how Help.Fast screens calls, dispatches providers, and handles payment.
How it works
What exactly does Help.Fast do?
Help.Fast handles your after-hours calls end-to-end. When a caller dials your after-hours line, the system screens them, triages the request, qualifies whether it's genuinely urgent, collects payment authorization if required, and dispatches the right provider — all before a human ever gets involved. Every call is recorded, transcribed, and tied to a job record.
How does dispatch work?
You configure dispatch rules for your line: which types of issues go to which providers, what the response expectations are, and how to escalate if dispatch fails. When a qualified call comes in, the system applies those rules, contacts the provider, and logs the outcome. You can also trigger dispatch manually from the Jobs surface.
What happens if a caller doesn't qualify?
Calls that don't pass your qualification criteria are rejected or redirected based on your line configuration. The system logs the attempt and the reason, so you have a complete record even for unqualified calls.
Can callers who can't pay still get help?
Yes. You can configure sponsor billing so a known account absorbs the cost, or set up a callback workflow so non-paying callers can still reach someone if the situation is genuinely urgent. The billing decision is enforced at the call level — not as a hard wall.
Line types and configuration
What types of lines does Help.Fast support?
Four types: private known-only lines (only recognized callers pass through), public caller-pay lines (callers authorize payment before dispatch), hybrid account lines (known callers pass through; unknown callers pay first), and sponsor-billed lines (a sponsoring entity covers all costs, callers are screened and routed without payment).
Can I have multiple lines?
Yes. Growth and Enterprise plans support multiple lines, each with independent configuration. You can run different line types for different parts of your operation simultaneously.
How long does it take to configure a line?
Most providers are live within a few days of completing onboarding. The provider setup surface walks you through connecting your line, setting dispatch rules, configuring billing policy, and running a test intake before going live.
Billing and payments
Who collects payment from callers?
Help.Fast handles the secure payment authorization link. The caller receives a link during or after the call, authorizes their card, and funds are captured when the job is completed and verified. You receive remittance on a bi-weekly schedule after the in-arrears hold window clears.
What is sponsor billing?
Sponsor billing lets a known account — like a property management company or employer — absorb the cost of after-hours calls on behalf of its residents, tenants, or employees. You create the account, attach verified contacts and locations, and the system applies the billing automatically when a recognized caller dials in.
How does remittance work?
Funds from completed, undisputed, caller-pay jobs are held in arrears and released bi-weekly via Stripe Connect transfer. Sponsor-billed invoices are drafted, reviewed if needed, and sent on a monthly automated or manual schedule. The Billing surface shows the full pipeline.
What happens if a caller disputes a charge?
Disputes land in the Ops queue with a complete job record, recording, transcription, and payment documentation attached. Ops can apply actions — refund, hold payout, request more evidence — with a full audit trail. Help.Fast's built-in documentation is specifically designed to support dispute resolution.
Privacy and compliance
Are calls recorded without consent?
No. Recording disclosure is delivered on every call before any conversation begins. The disclosure version and delivery path are logged to the job record so there's no ambiguity.
Where is call data stored?
Call recordings and transcripts are stored securely and linked to their job records. We do not share call data with third parties outside of what's required to operate the service (e.g., Twilio for telephony, Stripe for payments).
Is Help.Fast HIPAA compliant?
Help.Fast is not currently a HIPAA Business Associate. If your operation involves protected health information, contact us to discuss your requirements before onboarding.
Onboarding and support
What does onboarding look like?
You book a demo, we walk through your setup, and then you complete provider configuration in the app — connecting your line, setting billing policy, adding dispatch rules, and running a simulated intake. Most providers go live within a week.
What support is included?
Core plans include standard support via email. Growth plans get priority response. Enterprise plans include dedicated ops support and defined SLAs. During your first 30 days, all plans have access to onboarding support regardless of tier.
Can I try it before committing?
Yes. Book a demo and we'll run through a full simulation with your actual call scenarios and line configuration before you go live. There are no setup fees and no commitment required to start onboarding.
Sign up and we'll walk through your specific setup before you go live.