How it works
From first call to fully live — one line at a time.
Four steps: we start small, prove it on one phone line, then roll it out. You see it working on your own calls before you commit to more — and you can call our own AI assistant before you even start.
Four steps + step zero
Four steps to live, plus an optional step zero
Call our AI assistant: hear it before you commit to anything.
Our main line, +1 (647) 276-6200, is answered by our own AI assistant — the same kind of agent we build for businesses. Call it, tell it whether you’re interested in cloud solutions or AI solutions, and try to stump it.
- No forms, no sign-up: just call
- Ask anything in English, French and many other languages
- Leave a message, ask for a call with our team, or talk to a person
Please don’t share personal or sensitive information on the call. Want to hear an agent set up for your own business? Our team can arrange one: contact us.
What you can ask it
It asks first
Cloud solutionsorAI solutions
Then ask anything, in your language
- Can AI answer our phones after hours?
- Can our data stay in Canada?
- Do we have to change our phone number?
- Pouvez-vous m’aider en français ?
Before you hang up
- Leave a message
- Ask for a call with our team
- Be put through to a person
Step 1 — Discover
Discover: we map how your calls really go.
A short working session (or two) with you and your front-desk lead. We look at who calls, why, when, and what happens next.
You provide
- Your hours, services, locations and common questions
- The rules: what the agent may answer, what it must never answer, and when it hands off to a person
- Read access to your calendar, practice software or CRM
- Details of your current phone system and carrier
- Call volumes or a sample of recorded calls, if you have them
Middlesurf does
- Maps your call flows, from greeting to handoff
- Transcribes the sample calls you share and analyzes them with your team: who calls, why, and what happens next
- Maps where every piece of data goes, in writing, for your privacy officer
- Proposes a pilot plan with clear success measures
You get: a written call-flow map, data-flow map and pilot plan, with a timeline that fits your business.
Step 2 — Pilot · one line
Pilot: one line first.
We switch on the AI for a single phone line, location or call type — after hours, overflow, or bookings — and watch it closely.
You provide
- One line or call type to start with
- A staff contact for handoffs and feedback
- Approval of the greeting and scripts before go-live
Middlesurf does
- Builds and trains your agent on your business
- Connects it to your calendar and CRM, and to your phones — simplest is forwarding one line to us, so your number and carrier stay as they are
- Sets up the recording notice, AI disclosure and consent handling
- Tests it end to end before a single customer hears it
- Reviews calls with you during the pilot and adjusts
You get: real calls answered, real bookings made, and a pilot report showing what worked and what we changed.
Step 3 — Launch
Launch: all lines, fully integrated.
Once the pilot hits its targets, we roll out to your other lines, locations and call types.
Middlesurf does
- Extends the agent to every line in scope
- Adds follow-ups: missed-call text-back, reminders, quote follow-ups — built for CASL and CRTC rules
- Sets up a new phone system if you need one: IP PBX, SIP trunks, number porting
- Builds your AI into a web or mobile app if your workflow needs one (see AI apps)
- Trains your team on handoffs, call summaries and the dashboard
You get: every call answered, logged and summarized — with your team still in charge.
Step 4 — Improve · ongoing
Improve: better over time.
AI agents get better with tuning. We regularly review calls, fix gaps and report back.
Ongoing support
What ongoing support includes
Regular tuning
We review a sample of calls, update answers and refine handoffs
Regular reports
Calls answered, bookings made, handoffs, missed opportunities
Updates to your information
New services, prices, hours or staff, changed on request
Monitoring
Uptime, call quality and response time watched by our engineers
Security and model updates
Tested before they reach your system
Backups
Your configuration, knowledge base and call records, backed up regularly
Support
A real engineer when you need one
One team
One team, from phone line to app.
The same people install your phone system, connect your network and run your AI. If something’s wrong, you call one number and we fix it — no vendor finger-pointing.
FAQ