Ruby
By Ruby Receptionists, Inc
The typical implementation process for Ruby software involves the following steps:
Initial Discovery and Consultation: Discuss business needs and goals with Ruby’s team to tailor the service accordingly.
Phone Number Setup: Either port your existing business number to Ruby or set up call forwarding from your current phone provider.
Customization: Configure personalized greetings, call scripts, routing rules, and service preferences to match your brand and workflow.
Training and Onboarding: Brief your team on how Ruby’s virtual receptionists handle calls and messages, and how to use the Ruby app and portal.
Go-Live and Testing: Begin call forwarding to Ruby receptionists and test call handling, message delivery, and live chat features to ensure everything works smoothly.
Ruby can be extensively customized to fit specific business needs in multiple ways:
Personalized Call Handling Instructions: Each individual in the organization can have unique call handling preferences, such as routing calls to desk phones, cell phones, or holding calls by default. Receptionists can take messages, deliver them via email or text, or connect calls live based on these customized instructions.
Customization by Call Type: Ruby can differentiate call types and route them accordingly—for example, connecting potential new clients directly to a specific person while holding other calls. It can also gather tailored information from callers depending on the call type, such as intake details or appointment preferences.
Custom Greetings and Scripts: Calls are answered with customized greetings in the client’s company name, and receptionists can respond to basic FAQs or use personalized scripts to reflect the business’s tone and style.
Appointment Scheduling and Payment Processing: Ruby receptionists can schedule appointments using the client’s preferred calendar system (Google Calendar, Microsoft 365, Calendly, etc.) and process payments on behalf of the business, tailored to specific workflows.
Lead Capture and Client Intake: Receptionists use designated intake processes or customized forms to gather relevant information from prospective customers, ensuring data collection aligns with the business’s needs.
Call Routing and Transfers: Businesses can set up call routing rules such as warm transfers, voicemail forwarding, call screening, and call-back scheduling customized to their operational preferences.
Multichannel Communication: Ruby supports live chat on websites with customizable lead tagging and prioritization, enabling businesses to tailor chat interactions alongside phone calls.
Integration with Business Tools: Ruby integrates with many popular CRM and calendar platforms, allowing customization of workflows and data syncing to fit existing business processes.
Flexible Service Levels: Ruby offers solutions ranging from part-time backup answering to full-service virtual receptionist support, allowing businesses to customize the scale and scope of service.
Ruby does not charge any setup fees for its virtual receptionist service, meaning businesses can start without an initial onboarding cost. Its pricing model is all-inclusive, covering essential answering features such as bilingual answering, appointment scheduling, payment processing, client intake, and lead capture without additional maintenance or support charges. Monthly subscription fees are based primarily on the number of receptionist minutes or live chat interactions included in the plan, with overage fees applicable if usage exceeds the allotted minutes. Ruby offers bundled plans combining receptionist and live chat services at discounted rates, but generally, there are no separate charges for ongoing maintenance or customer support, which is included as part of the subscription. This transparent pricing approach avoids hidden fees such as holiday surcharges, transfer fees, or after-call work fees common with some competitors.
Ruby offers new users comprehensive support and training, primarily focused on their virtual receptionist and live chat services for small businesses. Key aspects include:
Personalized onboarding: When you sign up, Ruby provides a professional, well-trained team that acts as an extension of your business, ensuring you do not miss calls and helping you capture more opportunities.
Customer portal and tools: Upon registration and service selection, users gain access to a customer portal or dashboard along with software and platforms provided as part of the service, helping you manage your account and interactions efficiently.
Ongoing support: Ruby offers support for technical issues such as call forwarding and call handling, with dedicated support channels accessible through their partner platforms like Grasshopper.
Integration and resources: Ruby integrates with many software platforms and tools commonly used by small businesses, and provides practical guides, digital marketing tips, and insights designed to help small businesses succeed.
Ruby implements a set of security measures to protect client data, covering physical, electronic, and organizational controls:
Physical Access Control: Ruby secures its data processing facilities with perimeter controls such as fences, locked doors, turnstiles, alarm systems, video surveillance, and security staff. Access to sensitive areas like data centers and server rooms is limited to authorized personnel only, with visitor escorting protocols in place.
Electronic Access Control: The company encrypts data at rest using technologies like BitLocker and Azure encryption. Data in transit is protected via HTTPS (TLS 1.2) and IPsec protocols. Use of VPNs for remote access and secure network perimeter configurations further safeguards data flow. Secure disposal of old equipment is also practiced.
Internal Access Control: Ruby enforces strict user authentication with unique logins, strong passwords, and role-based access granted on a need-to-know basis. Access rights are formally authorized and regularly reviewed. System access events are logged and securely stored. Identity management tools track access changes, and access is revoked immediately upon employment termination or role change.
Data Isolation and Transfer Controls: Customer data is logically separated to prevent unauthorized cross-access. Data transfers are encrypted, and electronic signatures are used where applicable to ensure data integrity.
Data Entry and Availability Controls: Ruby logs user access and document changes to verify data authenticity. They implement physical protections against environmental risks (fire, flood, earthquake) and conduct regular security tests, including vulnerability scans, penetration tests, and audits. Incident response plans are in place to manage and improve security continuously.
Privacy and Compliance: Ruby has a designated Privacy Officer and an in-house legal team overseeing data protection laws. Privacy policies and security guidelines are regularly reviewed and communicated internally. Applications and services are designed with strict privacy settings by default. Data processing is limited to what is necessary and legitimate, with consent obtained when required.
Encryption and Confidentiality: Ruby uses SSL encryption to protect sensitive information online and maintains strict confidentiality standards for all communications. Employees handling client data are bound by confidentiality agreements.
Ruby policy on data ownership and portability is centered on customer control and compliance with data protection laws:
Data Ownership: Customers retain ownership of all their personal data processed by Ruby. Ruby acts as a data processor on behalf of the customer and does not claim ownership of the customer’s data.
Data Portability: Upon the customer’s written request, Ruby will return a complete copy of all customer personal data in the format and manner requested by the customer. Ruby will also delete all other copies of customer personal data processed by Ruby or its subprocessors, unless retention is required by law.
Data Retention and Deletion: Ruby retains customer data only as long as necessary to provide the service, typically no more than 24 months for general data and 90 days for call recordings. After account termination, Ruby deletes all data from servers and backups according to scheduled rotations and does not restore or provide data unless specified in a customized agreement.
Compliance and Transparency: Ruby complies with applicable data protection laws (such as GDPR) and provides customers with information and audit rights to demonstrate compliance. Customers are responsible for obtaining necessary consents for data processing.
Ruby offers flexible scaling options designed to accommodate changing organizational needs, particularly for small businesses using their virtual receptionist and live chat services:
Flexible Solutions: Ruby provides a range of service levels from part-time backup answering to full-service support, allowing businesses to scale their coverage up or down based on call volume and operational demands.
Personalized Support for Changes: To scale services—whether increasing or decreasing call handling or chat support—customers typically work directly with Ruby’s Customer Happiness team to adjust plans and service levels, ensuring smooth transitions tailored to the business’s current needs.
Technology Infrastructure: Ruby’s telephony platform is built on Twilio’s Elastic SIP Trunking, which supports rapid provisioning and flexible scaling of phone numbers and call capacity. This infrastructure enables Ruby to quickly adapt to increased or decreased call traffic without service disruption.
Ruby’s terms and conditions for contract renewal and cancellation are as follows:
Contract Duration and Renewal: Ruby’s Customer Contract lasts for 30 days and automatically renews every 30 days unless canceled or changed by the customer. Each renewal period is treated as a new contract term, with obligations beginning anew at each renewal.
Cancellation Policy: Customers may cancel their contract at any time by contacting Ruby via email ([email protected]), phone (866-611-7829), or written notice24. Cancellation becomes effective at the end of the current monthly billing period unless it occurs during an introductory money-back guarantee period, in which case, cancellation is immediate.
Introductory Money-Back Guarantee: During the first 21 calendar days (or up to 1,000 minutes of service, whichever comes first), customers may cancel for any reason and receive a full refund of charges. Cancellation within this period is effective immediately.
Upgrades and Downgrades: New customers have a 90-day calibration window during which they may upgrade or downgrade their subscription at any time, with changes applied to the current billing period. Outside this window, downgrades are allowed only after three consecutive billing periods at the current subscription level and take effect at the start of the next billing period. Upgrades can be requested anytime and take effect immediately, with additional fees due upon upgrade.
Refunds: Except for the introductory money-back guarantee, all payments are non-refundable.
Ruby’s software and services meet several key compliance standards tailored to protect sensitive information and ensure privacy, especially for industries like healthcare and legal:
HIPAA Compliance: Ruby offers HIPAA-compliant virtual receptionist and live chat services designed for healthcare providers and other entities handling protected health information (PHI). This includes secure handling of patient intake, non-medical questions, and message routing without emailing or texting sensitive information. Access to messages and call details is provided via secure online portals and apps, with Business Associate Agreements (BAAs) available to formalize compliance.
PCI Compliance: For clients requiring payment processing, Ruby provides PCI-compliant services where receptionists can securely enter credit card information into existing payment systems. Ruby reviews payment links to ensure they meet PCI standards before enabling this service.
Privacy and Data Protection: Ruby enforces strict privacy policies and security controls, including encryption, access restrictions, and employee confidentiality agreements, to protect customer data. They comply with data protection laws such as GDPR and CCPA, ensuring data confidentiality and integrity.
Industry-Specific Integrations: Ruby integrates with legal practice management software like Clio and MyCase, supporting law firms’ compliance needs. Their services include customized call handling scripts and HIPAA-compliant options for legal and healthcare sectors.
