Resources · Frequently asked questions
Start with a clear answer and the limits that shape it.
These concise answers point to detailed pages where requirements, limitations, and configuration decisions are explained. They do not replace a proposal, legal advice, or customer policy.
Phone system foundation
Users, applications, and service design
Start with who needs to communicate, from where, through which devices and workflows, and what must happen when a dependency fails.
Is Heritage Connect the phone service itself?
No. Heritage Connect is the desktop and mobile application used by eligible managed phone-system users. It is not standalone phone service.
Review Heritage ConnectDoes every user receive every application feature?
No. User eligibility, enabled functions, devices, roles, and configuration are defined as part of the system design.
Review Business Phone SystemsCan the planner provide a result without contact information?
Yes. The System Planner produces a starting outline before a visitor chooses whether to contact Heritage. Exact products, capabilities, availability, and pricing require configuration review.
Use the System PlannerBusiness messaging
Numbers, interfaces, and approval
Messaging begins with the audience, purpose, authorization path, approved number, reply handling, and operating owner.
Which messaging interface should a team use?
Heritage Connect SMS may fit an eligible individual user. CloudMessage.io may fit a shared team workflow. Software-triggered messaging can use a supervised SMS API implementation whose provider, authentication, endpoints, webhooks, carrier limits, registration, support, and pricing depend on the selected workflow.
Review the SMS APIDoes a template guarantee 10DLC approval?
No. The Business Texting Readiness Guide contains adaptable preparation examples, not legal advice or an approval guarantee. Actual practices, disclosures, registration, carrier review, number enablement, and testing must align.
Open the readiness guideCan the current Heritage texting program be used for marketing campaigns?
No. Heritage’s approved public program is low-volume, one-to-one conversational messaging. Marketing campaigns, alerts, and authentication messages are outside that program unless the notice, consent flow, registration, and terms are separately reviewed.
Read the Messaging TermsReliability and continuity
Paths, power, and recovery
Cloud availability does not remove the office connection, local network, managed edge, power, equipment, user, and routing dependencies.
Is cellular recovery always automatic failover?
No. A provisioned cellular option that Heritage activates manually is a recovery process, not automatic failover. Dual-wired and persistent designs require confirmation of their actual paths and configured behavior.
Compare continuity optionsDoes RabbitRun remove every outage risk?
No. Power, signal, carrier availability, path diversity, capacity, local equipment, configuration, and alternate routing still matter. No uptime, recovery-time, carrier, coverage, or capacity guarantee is published.
Review RabbitRun boundariesReporting, recording, and AI
Keep each data layer separate
Call detail, recorded audio, retention, copying, transcription, custom analysis, scoring, delivery, and action are distinct decisions.
Does call reporting include recorded audio?
No. Basic PBX call-detail tools, ACD reporting, enhanced reporting, and PBX recording are separate layers. Exact fields, access, retention, exports, and commercial treatment depend on the configured service.
Review reporting and recording layersCan recordings be copied outside the source service?
The cloud Call Recording Handler can copy eligible recordings to compatible customer-designated Amazon S3-compatible storage, Backblaze B2, or SFTP under an approved configuration. Destination lifecycle and responsibilities determine retention; no permanent archive is promised.
Compare handler optionsAre transcripts, summaries, scores, or analysis always correct?
No. AI-derived output may be incomplete or wrong and requires appropriate human review. People remain responsible for consequential decisions.
Review AI data-use boundariesWhich AI provider and privacy configuration is used?
Provider and privacy configuration are client-decided during discovery. The default access model is Public API models, with OpenAI direct as the default provider. Novita.AI and AWS Bedrock are available options. Privacy options are available as needed based on client requirements.
Those choices do not establish retention, deletion, training, human access, security, compliance, accuracy, or contractual terms.
Integrations and campaigns
Verify the target and data path
An intended workflow is not the same as a supported API, integration, or campaign attribution method.
Can Heritage integrate with any CRM?
No universal compatibility claim is made. A named target requires usable API documentation, customer-authorized access, available data and functions, testing, ownership, and maintenance review.
Review CRM integration evaluationWhich named integrations are supported?
No named integrations are listed today. Heritage evaluates the target system, required workflow, available API, access, limitations, and maintenance needs before describing an integration as supported.
Review integration optionsDoes campaign tracking support a specific platform or attribution method?
No platform or method is assumed. Attribution, number behavior, platforms, dashboards, conversions, exports, and integrations are defined for the intended workflow.
Review campaign trackingPricing and support
Understand structure without invented totals
A proposal identifies recurring service, project work, usage/configuration drivers, and third-party or pass-through charges that apply.
Why are many exact prices not published?
Only approved amounts may be published. The Pricing page explains verified billing units and cost drivers without inventing ranges, starting prices, allowances, or example totals.
Review pricing structureHow can customers request routine support?
Routine support is available by phone, email, or the online ticket form during normal hours. Routine hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern. Call 616-465-5001 or use the verified support paths.
Review support accessWhat happens after hours?
After hours, call and select the emergency-support option in the automated menu. The on-call agent will make contact within 30 minutes. That is an initial-contact commitment, not a resolution-time guarantee, and applies to the approved emergency categories.
Review emergency support detailsNeed a configuration-specific answer?
Bring the users, locations, workflow, data, destination, and required outcome.
Do not send passwords, API keys, tokens, credentials, sensitive customer information, medical information, recordings, or urgent support requests through the public sales form.