How do I get support for my LexisGrid AI receptionist?

Email support@lexisgrid.com or call 0495 098 999. Support is handled by the same small Australian team that set your receptionist up, so you are not routed through a ticket queue.

What are LexisGrid's support hours?

A person is available 8am to 6pm AEST, Monday to Friday. Your AI receptionist keeps answering your customers 24 hours a day regardless, so an out-of-hours question on our side never leaves your callers unanswered.

How quickly will someone reply?

Within one business day for general enquiries, and the same business day for anything stopping your receptionist from answering or booking correctly. Urgent issues are better phoned through than emailed.

Which LexisGrid email address should I use?

Use support@lexisgrid.com for help with a receptionist you already have, sales@lexisgrid.com for pricing, demos and new accounts, and admin@lexisgrid.com for billing, invoices, privacy and legal matters.

Support & Help | Contact the LexisGrid Team

Reach us

Three ways in. Pick whichever suits.

Every one of them reaches the same team. The addresses just help us get your message to the right desk first time.

Help with your receptionist

Something isn’t answering the way you expect, you need a service, price or hour changed, or a booking didn’t land where it should. This is the one to use once you’re up and running.

support@lexisgrid.com

Pricing, demos & new accounts

You’re weighing it up, you want a demo, you’re adding a second location, or you’d like to know what it would cost for your business. No pressure and no sales script.

sales@lexisgrid.com

Billing, invoices & privacy

Invoices and receipts, payment details, changing or cancelling a plan, and any privacy, data or legal question about your account.

admin@lexisgrid.com

Rather talk? Ring 0495 098 999. Our own receptionist picks up first, takes the detail and books you a callback — which is also the fastest way to see it working.

What to expect

When we answer, and how fast.

Your receptionist never clocks off. We do — but not before anything urgent is sorted.

Your receptionist: 24/7

It answers chat, SMS, Messenger, Instagram and phone every hour of every day, including public holidays. A support question on our side never means your customers go unanswered.

A person: 8am–6pm AEST

Monday to Friday you’ll get one of us, not a queue. Messages that land outside those hours are picked up first thing the next business morning.

Anything urgent: same day

If your receptionist has stopped answering or is booking incorrectly, phone rather than email — we treat that as same business day regardless of the queue.

General enquiries get a reply within one business day. We’re a small team in Australia, so you’ll often recognise the name that answers.

Common fixes

Things worth trying before you write in.

Most of what reaches us has a two-minute answer. These are the ones we see most.

It gave a customer the wrong price or hours

It only ever answers from the business profile you gave it, so a wrong answer almost always means the profile is out of date. Open your settings page, correct the service, price or hours, and it applies to the very next conversation — no retraining and no wait. If the profile is right and the answer still isn’t, send us the conversation and we’ll look at it the same day.

A booking didn’t appear in my calendar

Check the calendar connection in your dashboard first — if the account was re-authenticated or a password changed recently, the link may have dropped. The conversation itself is never lost: every booking it takes is recorded in your dashboard even when the calendar sync fails, so nothing has gone missing. Email support@lexisgrid.com and we’ll reconnect it for you.

I want it to hand more conversations to me

You control where the line sits. In settings you can tell it to hand over on particular topics, on any mention of a complaint, or simply earlier in a conversation than it does now. If you’d rather describe what you want in plain words, write in and we’ll set the rules up with you.

Calls are going to the AI when I wanted to answer them myself

That’s the call routing setting. Your own phone can ring first for as long as you choose, with the AI only picking up if you don’t — or it can answer everything from the first ring. Both are a switch in your dashboard, and you can change it as often as you like. There’s more detail on the features page.

I need to add a service, a staff member or a second location

Services and staff you can add yourself in settings. A second location needs its own profile, calendar and number, so send that one to sales@lexisgrid.com and we’ll set it up and tell you what it changes on your bill.

I want to pause, change or cancel my plan

Email admin@lexisgrid.com. There is no lock-in contract and no exit fee — tell us what you need and we’ll action it. If something specific pushed you to it, we’d genuinely like to hear what.

How do I get a copy of my data?

Ask, and we’ll send it. Every conversation, booking and lead your receptionist has handled is yours. Email admin@lexisgrid.com and we’ll respond within 30 days, usually much sooner. Our privacy policy sets out the full detail.

Looking for how the product works rather than a fix? The full FAQ covers setup, accuracy, channels and pricing.

Elsewhere on the site

Might be quicker than waiting on us.

Full FAQSetup, accuracy, handover, channels and data. FeaturesBookings, CRM capture, call routing, dashboard. PricingWhat it costs, and what’s included. Book a demoSee it handle your own business’s calls. Privacy policyWhere your data lives and who can see it. Terms of serviceThe agreement behind your account.

A real person, on the other end.