AI assistants

Who Iryna and Ariana are

Iryna is an AI assistant that answers text messages for independent businesses that use ClientHaus, and phone calls for businesses that have added them. If you are a client of one of those businesses, she is who replies when the business has switched her on and has not answered you yet.

Iryna also answers ClientHaus's own phone number, where she talks with people asking about ClientHaus itself. That is covered under “Our own phone line and texts” below.

Ariana is a setup assistant inside a business owner's ClientHaus account. She talks only to business owners who are signed in, never to their clients.

Neither of them is a person.

What Iryna answers from

On a business's number, Iryna answers only from what that business has given ClientHaus: the answers they wrote to common questions, their city, whether they travel to clients, their trade, their booking policies in their own words, and the link to their booking page. On calls she also knows the names of their services, and when she can book by text she knows what their booking page offers.

She is told to use only those facts and never to guess. If she does not have an answer, she says so. In a text she tells you the business will come back to you on it. On a call she can put you through to the business.

In texts she reads the recent messages in your conversation, so she can follow what you are asking.

What Iryna will not do

Some of these are built into how she works and cannot happen; the rest are instructions she is given on every reply. Each says which.

• Quote a price of her own. She is instructed not to. When she can book by text, the prices in a booking summary are written by ClientHaus from the business's booking page, not by her.
• Promise you a time. She is instructed not to: unless the business has let her book by text, she points you to their booking page, and she does not tell you a time is booked unless the booking has been made.
• Cancel or move a booking. She has no way to do either. The business does that.
• Take a payment. She has no way to. If a deposit is due on a booking she made, she texts you a link to pay it through the same checkout as the business's booking page.
• Judge whether something is safe for your health. She is instructed never to decide whether a treatment or product is safe for an allergy, a pregnancy or a medical condition. If the business has written an answer on it, she can repeat that answer; otherwise she tells you the business will answer it themselves.
• Deny being an AI. She is instructed that if you ask whether you are talking to a person, she tells you plainly that she is an AI assistant for the business.

Booking by text

A business can let Iryna book appointments by text. That is off unless the business turns it on, and she never books on a call.

When it is on, she looks up open times on the business's calendar, and a time is checked against it before she offers it for you to book. When you pick one, she sends a summary of the service, the day, the time, the listed price if there is one, and any deposit, and asks you to reply YES. ClientHaus writes that summary from the business's booking page. She does not word it herself.

She books only after a plain yes that you send after the summary has been sent to you, and never in the same message that offers the time. A question, a different time, or anything other than a plain yes books nothing.

An offer lasts two hours. After that it lapses, and she has to offer the time again before she can book it.

She will not hold more than two upcoming bookings that she made for one phone number with one business.

If a deposit is due, she texts you a link to pay it by card, and the time is held for 60 minutes while you pay. If the deposit is not paid in time, the time is released and you are not booked.

She does not book a visit where the business comes to you, a bridal trial or the wedding day itself. For those she sends you to their booking page.

When Iryna answers, and when she stays quiet

Iryna is off until the business switches her on.

The business chooses whether she answers any time a client texts, or only outside their hours. In the second case she answers only between the start and stop times the business sets for her. A text that arrives outside those times waits, and if the business has not replied by the time her hours begin, she may answer it then.

When your text arrives, she first waits so the business can answer it themselves. The business picks the wait: about 5, 15, 30 or 45 minutes, or 15 if they have not chosen.

If the business answers first, she stays quiet. If you text again after that, a new wait starts, and she may reply if the business has not answered by the end of it.

If she has just offered you a booking and you are answering it, she does not make you wait.

She stops answering a conversation once it holds 20 messages, counting yours and the business's, and leaves it to the business. Each business also has 200 replies from her a month, plus any extra they buy. When those run out, she stops replying until the next month.

Her texts are kept short: about 480 characters, or 640 when she can book for the business. A booking summary and its pay link are never cut, so a reply that carries them can run longer.

Calls

If a business has added phone answering, Iryna answers calls to the number ClientHaus gave that business. She opens by telling you her name and which business she answers for.

On a call she is given the same instructions as in texts: to answer only from what the business gave us, not to quote prices or promise times, not to judge what is safe for your health, and to tell you she is an AI assistant if you ask. She cannot book, cancel or move appointments on a call.

If you ask for the business, or ask something she cannot answer, she puts your call through to the number the business gave us.

ClientHaus does not download or keep a recording of the call. ElevenLabs, which runs the call, may keep the audio under the retention settings of our account with them. We keep a written transcript, described below.

Texts, STOP and HELP

Reply STOP to any text to stop receiving them. OPTOUT, CANCEL, END, QUIT, UNSUBSCRIBE, REVOKE and STOPALL work too. Send the word on its own, as the whole message.

Opting out is handled by our messaging carrier, Twilio. Iryna does not reply to a STOP message, and once you have opted out, no more texts reach you from that number, hers included.

Reply HELP or INFO for an automatic reply that names the business you texted and links to our contact page.

Our SMS terms cover the rest of how texting works.

What is kept, and who can see it

Your texts to a business's number, and Iryna's replies, are stored with the conversation. The business can read the whole conversation in its ClientHaus inbox and reply to you from there. ClientHaus can also see these conversations, to run the service and help when something goes wrong.

For each call Iryna answers, on a business's line or ours, we keep a written transcript and basic details such as when the call started and how long it lasted. We do not request or download the audio. Transcripts are not shown in the business's ClientHaus account; ClientHaus can see them.

A booking Iryna makes is saved on the business's calendar like any other booking, and the business is told about it the same way.

What is kept from Ariana and from our own line is described in their sections below.

Who powers them

Iryna's text replies, on a business's number and on ours, are written by a model from Anthropic. So are Ariana's answers. To produce each reply, the content of the conversation is sent to Anthropic: your message, the recent messages before it, and the instructions and facts she works from.

Phone calls run through ElevenLabs. What you say on a call is sent to ElevenLabs, along with her instructions and the facts she works from, so it can hear you, produce her reply and speak it. On a business's line, ElevenLabs uses Gemini, a model from Google, to write her side of the call.

Twilio, our messaging carrier, carries the texts and connects the calls.

Like everything else on ClientHaus, the conversations are stored with our database provider, and our hosting provider runs the code that handles them. Booking emails go out through our email provider. Our privacy policy covers those.

Ariana, the setup assistant

Ariana appears inside a business owner's ClientHaus account and answers questions about setting it up. Only a signed-in business owner can ask her anything.

She answers one question at a time and does not see your earlier questions. You can ask up to 30 a day, each up to 500 characters.

With each question, ClientHaus sends Anthropic the question, a short summary of your setup (such as your business name, whether Stripe is connected, how many services are live, your text number and whether Iryna is on) and the page you are on.

She has no tools, and she cannot change anything in your account. She is told never to turn Iryna on or off, never to buy or cancel anything for you, never to invent prices, features or policies, never to promise anything about billing or refunds, and never to ask for a tax ID, Social Security number or bank details.

Apart from what is sent to Anthropic to answer it, your chat with her is kept only in that browser tab. ClientHaus does not store your questions or her answers. We only count how many questions you have asked today. When you close the tab, the chat is gone.

Our own phone line and texts

Iryna also answers ClientHaus's own phone number, by phone and by text. There she talks with people asking about ClientHaus for their own business.

Her first text to you begins “Hi, this is Iryna at ClientHaus.” and ends “Reply STOP to opt out.” By text or on a call, she is instructed that if you ask whether she is a real person, she tells you plainly that she is an AI assistant.

On our line she is instructed never to give a street address, promise a refund, credit or discount, give legal or tax advice, take a card number or a password, or make up a feature.

When she cannot answer something, she passes it on, and someone gets back to you, typically within one business day. What she notes for that, such as your name, what it is about, when to call you back, and whether you seemed calm, frustrated or very irritated, reaches us so we can follow up.

She sends at most 12 replies to one number in a day. After that, your texts are passed to us instead.

Some businesses on ClientHaus send their appointment texts from this number. If you are their client and ask about your appointment, she points you to that business.

If a call to our number goes to voicemail, the message is recorded and transcribed by Twilio, and we keep the link to the recording and the transcription.

How to reach a person

If Iryna answers a business's phone, ask her for the business and she puts you through. By text, the business reads the conversation and can answer you themselves. Anything about an appointment, a price or the work itself is for the business you booked with.

To reach ClientHaus, use our contact page. If you call and Iryna answers, ask her to pass your message on.