How to stop missing calls at an accounting firm
An accounting firm misses calls when the whole team is busy with tax returns, closings or payroll and the phone keeps ringing. An AI voice agent can answer, handle general questions about documents and deadlines, and log every request so the accountant can follow up.
Why calls get missed
In a small firm, the person who answers the phone is also preparing returns, checking invoices and closing the books. During those weeks a five-minute call can break up an entire day, so many calls go unanswered.
Calls cluster around predictable moments: just before each tax deadline, when the tax authority sends a notice, and at the start of the month when clients gather their invoices. If the line is busy or goes to voicemail, many clients simply call the next firm on their list.
What options do you have
A dedicated receptionist. This gives the most personal service and is the best choice for sensitive matters, such as an urgent notice or a complaint. The limit is business hours and the cost of having someone available all day.
An answering machine or voicemail. It is cheap and needs no setup. But it cannot answer questions, it does not capture the request in detail, and many callers hang up when they are in a hurry.
An AI voice agent. It answers at any hour, responds to the frequently asked questions you load (documents for an appointment, opening hours, what is needed to register as self-employed), collects the name, company, phone number and reason for the call, and passes calls to a person when they need one. It has clear limits: it does not give tax or legal advice, it depends on the information you provide, and you should review its conversations during the first few weeks.
For many firms the most practical setup is a combination: the agent answers while the team works against deadlines, and a person handles urgent matters and substantive questions.
How to set it up in InfiVoice
1. Load the knowledge base. Include your services, opening hours, the documents you request for each procedure and your appointment policy. Use only information you have checked yourself.
2. Define what it must not answer. Tell the agent not to give tax, labor or legal advice. Substantive questions should be logged so the accountant can handle them.
3. Design the call flow. A simple order is: greeting, reason for calling, name and company, phone number, and whether the caller is a new or existing client. See how to design a call flow.
4. Set hours and holidays. That way the agent offers appointments only when there is availability and takes messages outside hours. Read the guides on business hours and holidays and after-hours calls.
5. Define when to transfer. Deadline-driven notices, complaints and clients who ask for their accountant should go to a person. See how to hand off calls to a human.
6. Test before going live. Call from several phones, simulate an urgent deadline call and check that the agent does not invent documents or dates.
If your firm also receives calls from upset clients, see how to handle frustrated callers.
Plans and pricing
The Free plan includes 100 credits. The Pro plan costs 79 USD per month and includes 250 credits. One credit equals 60 seconds of call time. See the details on the pricing page.
Frequently asked questions
Can the agent give tax advice?
No. It is designed to answer general questions, share hours and document requirements, and log the request. Substantive matters go to the accountant.
What about urgent notices?
You can configure the agent to transfer the call to a person or log the matter as a priority.
Can it book appointments?
It can propose open slots and log the request based on the hours you configure. Review your flow before going live to confirm it matches your calendar.
Does it replace reception?
Not necessarily. It is most useful for covering calls that arrive when nobody can pick up, especially in peak season.