Trust and limits
Clear boundaries. Your team stays in control.
Arcera supports your business inside the workflows you approve. Knowing what it can and cannot do is part of deciding whether it is right for you.
What Arcera can't do.
- Cannot give medical, legal or financial advice.
- Does not assess clinical urgency. It follows the practice's approved escalation or emergency wording, including directing callers to 000 where that wording says so.
- Does not guarantee every call is answered.
- Cannot book directly into a business system unless that system's approved integration supports it and the connection has been established and tested. Otherwise it captures a structured request for staff to confirm.
- Does not make decisions outside workflows the business has approved.
- Is not a replacement for your team. A caller can request a person or a callback through the business's approved handover process.
Read our reception FAQs for existing-number and usage-allowance questions.
Go-live guarantee
For a standard reception deployment, if your workflow is not live within 5 business days of discovery sign-off, we refund your setup fee.
The guarantee applies once we have the information, workflow approvals and technical access we need from you.
Complex integrations, multi-location rollouts and third-party approvals are scoped and timed in writing before work begins and are not covered by the 5-day window unless that written scope says so.
See Cancellation & Refunds for the formal terms.
Calls, recordings and your data.
Calls may be recorded and transcribed where enabled for a client.
Every call opens with the assistant introducing itself as a virtual or automated assistant.
Recording, retention, access and handover destinations are agreed with each client before launch and set out in the client agreement.
Read our Privacy Policy and the Healthcare Privacy & Security Guide for more detail.
Leaving Arcera is simple.
If you forward your number to Arcera, you control the forward. Removing it (undiverting) sends calls straight back to you, and your number never leaves your carrier.
If a number has been ported, it can be ported back where your carrier permits.
See Cancellation & Refunds for the formal terms.
Talk through the boundaries before you start.
We can discuss your workflow, the handover to your team and what should remain with a person.
Arcera is operated by NEW ELITE VENTURES PTY LTD, ABN 96 678 447 384, Queensland, Australia.