Frequently Asked Questions

How does Robin handle emergency calls?

Robin detects urgency keywords (fall, bleeding, injury) and immediately escalates to your on-call team via SMS and email with complete caller details. For life-threatening situations, Robin advises callers to dial 999 while alerting your team. Average escalation time: under 60 seconds.

Can Robin understand UK accents and care terminology?

Yes. Robin is specifically trained for UK homecare agencies and understands regional accents, care industry terms (MAR sheets, hoists, catheter care), and emotional callers. Tested with 1,500+ real calls across Greater London with high accuracy.

What happens to calls Robin can't handle?

Robin triages every call into 8 categories and routes complex issues to the appropriate team member with complete context. If a caller insists on speaking to a human immediately, Robin can transfer. No call goes unanswered.

Does Robin work 24/7 including bank holidays?

Yes. Robin operates 24 hours a day, 7 days a week, including bank holidays and weekends. There's no downtime, holidays, or sick days. Your calls are always answered.

Can Robin handle multiple calls simultaneously?

Yes. Robin can handle unlimited simultaneous calls. Whether you receive 1 call or 50 calls at the same time, every caller gets immediate attention with no hold times or busy signals.

How long does implementation take?

Less than one month from decision to full operation. Setup is simple: Robin goes live on a dedicated number, your team monitors daily summaries, and training takes half a day. Soma Healthcare was fully operational in 3 weeks.

Do we need to change our phone number?

No. You can keep your existing phone numbers. Robin can work with call forwarding from your current number, or we can provide a new dedicated number that routes to Robin. Whatever works best for your setup.

What if we already have a phone system?

Robin integrates with virtually all phone systems including traditional landlines, VoIP, and cloud-based systems. We handle the technical integration, so you don't need to worry about compatibility.

How much staff training is required?

Minimal. Most teams need approximately half a day of training to learn how to review call summaries, manage escalations, and access recordings. The system is designed to be intuitive and easy to use.

What's the actual cost?

Starting from £87/user/month. For a typical 3-coordinator team, that's £261/month. Compare to the equivalent cost of 1 full-time care coordinator (£32,000/year) in capacity saved. Most agencies see 10-30x ROI in the first year.

Are there setup fees?

Setup and implementation costs are included in your first month. There are no hidden fees. You pay the monthly subscription and optional add-ons if you choose them.

Is this just for large agencies?

No. Small agencies (10-20 carers) benefit most because they have least margin for error. Losing one client from poor responsiveness costs £23,000/year. Robin costs £1,044/year for single user. You only need to save one client to justify it.

Is there a minimum contract period?

We offer both monthly and annual plans. Monthly plans have no long-term commitment and can be cancelled with 30 days notice. Annual plans offer better pricing and come with a 30-day money-back guarantee.

What payment methods do you accept?

We accept all major credit and debit cards, as well as direct bank transfers for annual plans. Payment is processed securely through our payment provider.

Is Robin GDPR compliant?

Absolutely. We use enterprise-grade security, encrypted communications, and follow all GDPR requirements for UK data protection. We can provide a Data Processing Agreement (DPA) upon request.

How does Robin handle safeguarding calls?

Safeguarding alerts are immediately flagged and escalated to your designated safeguarding lead. Every detail is captured, timestamped, and stored securely. The system creates a complete audit trail for CQC compliance.

Can we use Robin's records for CQC inspections?

Yes. Robin creates comprehensive, timestamped records of all calls, including categorization, escalations, and actions taken. These records are CQC-compliant and can be exported for inspections.

Is Robin GDPR compliant and secure?

How long are recordings kept?

Call recordings and transcripts are stored for 6 years by default to meet UK care industry compliance requirements. You can adjust this retention period based on your specific needs and policies.

What internet speed do we need?

Robin is cloud-based and works with standard business broadband. A minimum of 10 Mbps download speed is recommended for optimal performance. Most UK offices exceed this requirement.

What happens if the internet goes down?

Robin operates in the cloud, so calls continue to be handled even if your office internet goes down. You can access call summaries and recordings from any device with internet access once you're back online.

Can we export call data?

Yes. You can export call logs, transcripts, and recordings at any time in multiple formats (CSV, PDF, audio files). This is useful for reporting, compliance, and integration with other systems.

How do we book a demo?

Click the "Book a Live Demo" button at the top of this page or visit our booking page. Choose a time that works for you, and we'll call you to discuss your specific needs and show you how Robin works.

Can we see Robin handle our actual call types?

Yes. During the demo, we can configure Robin to handle scenarios specific to your agency. We'll show you exactly how Robin would respond to your typical calls, emergency situations, and edge cases.

What information do you need to set up Robin?

We need basic information about your services, operating hours, on-call schedule, and key contacts. During setup calls, we'll work with you to configure Robin's responses and escalation rules to match your procedures.

How quickly can we go live?

Most agencies are fully operational within 3-4 weeks from signing. This includes initial setup, configuration, testing, team training, and the transition period to ensure everything works perfectly.