Question 1

What does CallBack HVAC cost?

Accepted Answer

CallBack HVAC is $149/month per HVAC company after the 14-day trial. The core product is self-guided, and setup help is available if you need a hand with phone, SMS, urgency rules, or callback handling.

Question 2

Can I cancel during the trial?

Accepted Answer

Yes. The trial is 14 days and no credit card is required to start. If you keep using CallBack HVAC after the trial, billing starts at $149/month once you add payment.

Question 3

Do I need a Twilio account?

Accepted Answer

Yes. CallBack HVAC uses Twilio to send and receive SMS messages. You'll need your own Twilio account and a phone number. Twilio's SMS costs are separate and billed by Twilio.

Question 4

What does AI CSR Live do?

Accepted Answer

AI CSR Live is an optional add-on for overflow and after-hours call intake. It can collect the caller's name, phone, city, HVAC issue, urgency, and callback preference, then give your team a clean follow-up summary. It is manually approved and not included in the 14-day free trial.

Question 5

What does AI CSR Pro add?

Accepted Answer

AI CSR Pro is for shops that want a more advanced AI call-intake workflow. It adds deeper intake guidance, stronger urgency routing, more structured summaries for complex calls, and priority setup support.

Question 6

What is the difference between AI CSR Live and AI CSR Pro?

Accepted Answer

Live focuses on basic overflow and after-hours intake: capture details, flag urgent issues, and summarize the lead. Pro is the advanced version for busier shops that need more guided qualification, stronger routing rules, and priority setup support.

Question 7

Does AI CSR replace my staff or answering service?

Accepted Answer

No. The first-sale product is still missed-call text-back and lead recovery. AI CSR is optional support for calls your team cannot answer in real time; your team still owns booking, dispatch decisions, customer follow-up, and quality control.

Question 8

Is AI CSR included in the free trial or $149/month plan?

Accepted Answer

No. The $149/month plan covers the core call-capture workflow, including missed-call text-back, lead records, dashboard handling, and tracking. AI CSR Live and AI CSR Pro are paid add-ons. AI CSR Live can answer after-hours, weekend, and overflow calls once approved/enabled, record caller details, flag urgency, and route callers into a 15-minute callback target queue. Both AI CSR add-ons are manually approved and not included in the 14-day free trial.

Question 9

Can I cancel after the trial?

Accepted Answer

Yes. CallBack HVAC is month-to-month. You can cancel your subscription at any time from inside the app, and your account stays active until the end of the current billing period.

Question 10

What if I have more than one HVAC business location?

Accepted Answer

Each company account covers one Twilio number and one HVAC business. For multiple locations, sign up one account per location or email hello@callbackhvac.com to discuss.

Question 11

What is Twilio A2P 10DLC?

Accepted Answer

A2P 10DLC is a US carrier requirement for businesses sending commercial SMS at scale. Registering your Twilio number for A2P improves deliverability and is required for consistent SMS delivery. We walk you through the process during onboarding.