Customer requirements
We collect information in stages so you can start with a short request. Your business must approve its actual call flow before activation.
At the plan request stage
Legal business name, business type, authorized contact and title, phone/email, billing and service addresses, carrier, expected call volume, coverage and time zone. An EIN or SSN is not generally needed simply to buy inbound answering services.
Before payment
We verify carrier compatibility, selected services, pricing, tax treatment, authorized signer and implementation target. Both parties complete the customer-specific service order and applicable data-processing schedule. A request acknowledgment is not a signed contract.
Before service activation
Provide approved hours, holidays, services, service area, FAQ answers, routing contacts, notifications, fallback and data instructions. Review tests and sign the separate go-live approval. Payment alone does not change your phone routing.
Tax information only when applicable
If you claim a sales-tax exemption, provide the applicable certificate through the arranged secure channel. For business texting, carrier registration can require your legal identity, EIN or qualifying business registration, website and consent evidence. Never enter tax IDs in the ordinary inquiry form. Desk Overflow may provide its own W-9 privately when your accounts-payable process requires it.
Permissions for optional services
- Calendar booking: delegated calendar access, appointment rules, time zone and conflict tests.
- Website chat: website install permission, approved answers and lead recipients.
- Email and review requests: permitted recipients, approved sender/content and opt-out handling. No purchased-list imports or review gating.
- SMS: actual sending business, registration and consent/STOP/HELP process; approval is not guaranteed. No automatic activation.
- Phone routing: authorization from the number owner, carrier-specific forwarding and verified rollback.
Information we do not request here
Do not submit SSNs, EIN documents, card details, passwords, health records or customer lists through the public forms. Use processor-hosted payment entry and delegated access or an arranged secure channel for sensitive steps.