--- title: "Smith.ai Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Smith.ai the right Customer Communications Management solution for you? Explore 49 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/181278/Smith-ai-Live-Website-Chat/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- Smith.ai 4.9 (49) [View alternatives](https://www.capterra.com/p/181278/Smith-ai-Live-Website-Chat/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 19th, 2026 # Reviews of Smith.ai Ease of use 4.9 Customer Service 4.9 ## Pros and Cons in Reviews LB Loki B Office ManagerLegal Services, 11 - 50 employeesUsed the software for: 6-12 months. “They integrate seamlessly with Dialpad, and allow us to route incoming calls to the most appropriate individuals and employee groups at a level that is very personalized to our firm's needs.“ August 27, 2026 CM Christopher M Attorney ownerLaw Practice, 2 - 10 employeesUsed the software for: More than 2 years. “I went over my calling plan and they wanted me to buy a large block of calls in addition to my monthly plan, but the block was much larger than I needed and wouldn't be cost effective.“ September 2, 2026 LB Loki B Office ManagerLegal Services, 11 - 50 employeesUsed the software for: 6-12 months. “Customer service is responsive when we have issues or questions that need to be addressed, and pricing is comparable to other services we have used but Smith AI has provided a higher quality service.“ August 27, 2026 CD Craig D AttorneyLegal Services, Self-employedUsed the software for: 1-2 years. “Integrates with my software so that is an added bonus.“ September 2, 2026 ## Showing most helpful reviews Showing 1-25 of 49 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jared W. Attorney owner Law Practice Used the software for: 6-12 months ### "Solid call answering service" September 1, 2026 5.0 No complaints; easy set up, reliable performance that I can monitor, and a reasonable price for the value I receive Pros Efficient, cost effective, and reliable call answering service that I use to screen and qualify new calls for potential follow ups Cons Struggles to accurately capture e-mail addresses from new callers, however, I have a work around to solve this problem Alternatives considered [BoldTrail Back Office](https://www.capterra.com/p/171321/BoldTrail-Back-Office/) Reason for choosing Smith.ai I considered Back Office Betties but the price was much more reasonable for Smith over the other options Switched from [CallHippo](https://www.capterra.com/p/159578/CallHippo/) I switched from Answering Legal, Inc. Their live answering service was taking much longer to screen the new calls and charging me a per minute fee; Smith is much more efficient and cost effective Review Source JC Jake C. Owner Law Practice Used the software for: 2+ years ### "Nearly 7 Years and Still a Great Service" August 28, 2026 5.0 Our overall experience with Smith.ai has been excellent. We have used them for nearly seven years, and they have grown with us as our firm has grown. What started as a way to reduce interruptions and screen unnecessary calls has become an important part of how we handle our phones. Today, we rely on Smith.ai for overflow during busy times, after-hours and weekend coverage, and making sure potential clients aren't simply sent to voicemail. Their team has been reliable, professional, and responsive whenever we need to make changes. Seven years later, we are still happy customers, which is probably the best thing I can say about the service. Pros The reliability and flexibility. Smith.ai gives us professional phone coverage when our staff is busy, after hours, and on weekends, so we don't have to worry about important calls going unanswered. I also really like how customizable the service is. We can tell them how different types of calls should be handled and make changes as our needs evolve. After nearly seven years, they have become a service we simply rely on. Cons The biggest limitation is that an outside receptionist will never know your business quite as well as someone sitting in your office. Occasionally a call may be handled differently than we would have handled it ourselves. That said, Smith.ai allows us to create detailed instructions and make adjustments, so we have been able to minimize those situations over time. Alternatives considered [Ruby Receptionists](https://www.capterra.com/p/186839/Ruby-Receptionists-Virtual-Receptionist-and-Chat-Services/) Reason for choosing Smith.ai Smith.ai was easy to get started with, offered the flexibility we needed, and provided a free trial that allowed us to see the value before making a commitment. During that initial trial, I estimated that they saved me 6–8 hours in just two weeks by screening unnecessary calls and reducing interruptions. The service worked, the team was responsive, and there wasn't a compelling reason to look elsewhere. Nearly seven years later, I think we made the right choice. Review Source CH Chad H. Vice President Construction Used the software for: 1-2 years ### "Avoid Smith.Ai" October 2, 2023 1.0 Pros I cant think of any positive experience. We used them as a last resort because the service was so terrible. Cons Dealing with administration was impossible to get anything. You go in circles dealing with different individuals. When its time to cancel all the reps do is make offers for you to stay, when you eventually cancel they continually charge your credit card. I am not fighting with them for 6 months of overages and they will only refund 2 months. I now have to dispute the charges with my CC. Should be an easy win on my part since I have emails going back to the cancel date. Alternatives considered [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) Review Source KC Kathy C. Office Manager Law Practice Used the software for: 2+ years ### "Reception service is a necessary evil for us, and they do a decent job" September 22, 2026 4.0 We had hoped to have more intake done, but unfortunately this necessary evil has just turned into a message-taking service by and large. I do imagine that they can help more mainstream areas of law better, but elder law is somewhat niche and a good majority of the receptionists don't firmly understand what we do. Pros I do appreciate that our calls get answered 24/7. Occasional missed calls generally go to a voicemail. I am also overall pleased with support response when I do have issues. I should note that I don't use an AI receptionist program with them, only live receptionists answer our calls. Cons My biggest disappointment is when a receptionist fails to follow directions. I do not like when they pretend to work at our office, and I get exceptionally angry when they lie in the notes they send to me about asking a directed question that they failed to ask. I record all of our calls, which is vital to our firm, so I know when they don't ask the directed questions. Alternatives considered [Ruby Receptionists](https://www.capterra.com/p/186839/Ruby-Receptionists-Virtual-Receptionist-and-Chat-Services/) Reason for choosing Smith.ai Cost and also contact with Smith.ai that met my needs. Review Source Doug N. CEO Law Practice Used the software for: 2+ years ### "Highly Recommend For Any Service Based Business" August 31, 2026 5.0 Highly recommend. Quick customer service. Low error rate. They make my leads and clients feel heard. Pros 24/7 service. Real human being answering the phone. Quick customer service. Ability to meet with account manager quickly. Cons The price is getting up there, but they're answering one thousand calls a month for me and they continue to have the bandwidth to keep answering all of my incoming calls at any time. Switched from [LEX Reception](https://www.capterra.com/p/213013/LEX-Reception/) My marketing vendor recommended it at the time. Review Source Katie S. Director of Client Services Law Practice Used the software for: 6-12 months ### "Make the jump - you won't regret it!" August 27, 2026 5.0 Unbelievably positive! Every single staff member I've met has been wonderful. The product speaks for itself - just try it, I promise. The cost is fair and in the end, we're able to capture so much we were previously missing. OUTSTANDING. Pros The customer service is a 10/10, the product is a 20/10, and the cost is so reasonable it was impossible to say no to at least trying it. Best decision ever made. We love Smith.ai and we'll always sing their praises! Cons There are zero cons. I mean maybe if they weren't the right fit - we were concerned the live receptionists wouldn't necessarily represent us the way we want them to. We deal with clients who have been through trauma and need a certain level of empathy from everyone representing the firm. Smith.ai blew us out of the water! Alternatives considered [Upfirst](https://www.capterra.com/p/10028341/Upfirst/) Reason for choosing Smith.ai There were other ones I forget the names of, but Smith.ai was the only company that offered ALL of the features we wanted and on top of that had such an affordable price. Review Source CM Christopher M. Attorney owner Law Practice Used the software for: 2+ years ### "Very satisfied after 6 years" September 2, 2026 5.0 Excellent otherwise. They are available to always tweak the questions they ask my potential clients and the information they collect. They address issues quickly. Pros I've been with Smith.ai for about a year now and I'm really impressed with them. I have been a solo attorney for nearly 26 years and never trusted anyone to answer my phones but me. But after missing some new client calls over the years, I got a recommendation to try Smith.ai. First of all, the set up was very easy. I had someone from Smith.ai that personally worked with me directly to tailor everything about how the calls are answered, whether they are forwarded and even what exactly to say to the caller depending on whether they were new clients, returning clients, attorneys, courts, telemarketers, etc. They can do the set-up meeting in-person, virtual or over the phone. They can also access my calendar to set-up meetings for me if I want them to. Also, they can adjust their forwarding and answering depending the day, time, weekends, holidays, etc. Things can even be adjusted on the fly by email, call, or even text. Really flexible and convenient. I've also been really impressed with the quality of the answering. The person forwarding the call to me is polite, professional and well-spoken and gets the message across effectively. They will even relay a message back to the caller if I can't take a call. Then they immediately email or text me the caller's information including name, phone number, email address, message, etc., depending on what I ask them to get from the caller. Any time I've had to make changes or had questions, they immediately respond to me by phone and/or email. Finally, they are extremely affordable for an answering service. I have attorney colleagues that pay much more for less personal and professional service. I really am impressed with Smith.ai. I recommend them for sure! Cons I went over my calling plan and they wanted me to buy a large block of calls in addition to my monthly plan, but the block was much larger than I needed and wouldn't be cost effective. They wouldn't work with me to allow me to buy a smaller block of calls at a more cost effective rate for my needs. Review Source DM Damon M. Owner Law Practice Used the software for: 2+ years ### "Great Experience with Smith AI" September 8, 2026 5.0 Smith.ai provides dependable 24/7 lead intake and seamless CRM integration, saving our team hours daily. Pros \* \*\*Seamless AI and Live Receptionist Hybrid:\*\* Smith.ai combines fast AI screening with skilled human agents, ensuring callers get immediate attention and complex issues smoothly escalate to live support. \* \*\*24/7 Coverage:\*\* Provides round-the-clock availability for phone calls, web chats, and texts so potential leads or client inquiries are never missed after hours or on weekends. \* \*\*Effective Lead Qualification & Scheduling:\*\* Agents follow customized intake protocols, qualify prospective clients based on specific business rules, and directly book appointments onto connected calendars. \* \*\*Automatic Spam & Sales Call Blocking:\*\* Blocks spam, sales pitches, and robocalls for free before they ever reach the team or incur costs. \* \*\*Integrations with Business Tools:\*\* Connects directly with major CRM software (such as Clio, Salesforce, and HubSpot) and Zapier to log call notes, transcriptions, and contact details automatically. \* \*\*Predictable Per-Call Pricing:\*\* Charges per call rather than per minute, preventing surprise costs on lengthy or complex customer interactions. Cons Occasional Inconsistencies in Agent Execution: Because calls are handled by shared human agents on rotation, response quality or adherence to specific scripts can occasionally vary from agent to agent. Review Source Andrew A. Owner Law Practice Used the software for: 2+ years ### "Answers every call, sounds like my own front desk" August 31, 2026 5.0 I'm a solo attorney with no support staff, and Smith.AI has answered my firm's phone for more than two years. The value for a one-person practice is hard to overstate. I get a live, professional front desk without a payroll line item and am always referring new lawyers to consider Smith.AI. Pros Every call is answered by a real person, which for a solo practice is the entire ballgame. I'm in client meetings for hours at a stretch, and those calls used to go to voicemail where a good share of callers simply hung up and dialed the next attorney on their list. The screening is what I didn't expect to value as much as I do. The receptionists filter out marketers, spam, and callers who aren't a fit for my practice areas, so anything that reaches me is worth my time. And they represent the firm convincingly. Clients frequently assume they've spoken to someone working in my office and are surprised to hear otherwise. Cons Onboarding required more of my involvement than I anticipated. It took several passes to get the scheduling system in place because I have callers in different time zones and my calendar needs to reflect the right time zone for me and the caller. Review Source Dave G. Founder and Financial Planner Financial Services Used the software for: 2+ years ### "Smith.AI saves me hours in my business" August 26, 2026 5.0 I have loved my years working with them, which is almost 10 years. It's a service I won't replace, and they have saved me hours of unnecessary time on the phone. Pros They answer the phone professionally and courteously for all my clients. They also politely block all sales calls for me and check if they are unsure when to schedule an appointment on my calendar. Cons I know it's part of the process, but having different people answer the phone in quick succession undermines the continuity of the experience for repeat callers. Review Source JZ Jerry Z. CEO Computer & Network Security Used the software for: 1-2 years ### "Smith.ai Website Chat- Highly Recommended" January 13, 2020 5.0 In our tech service business, people are looking for help at any time of the day or night and want immediate answers. Using website chat is like having someone on staff 24/7 . We no longer have to worry about lost leads or misdirected requests because we were not able to offer an immediate response. When choosing a chat service, we were drawn to Smith.ai by their very simple, transparent pricing structure and the no-obligation free trial. We had our chat running in literally minutes providing very human like responses to client inquiries. Smith.ai Website Chat has exceeded our expectations responding to new leads, 24 hours a day. Pros Before we started using website chat, we were consuming valuable personnel resources by responding to inquiries that were not applicable to our business or not in the area of our expertise. Using website chat frees our staff by automatically handling the client inquiry and gathering necessary information if a callback is required. Cons No negatives. The experience has been extremely positive. Review Source Response from Smith.ai January 20, 2020 Thanks for the positive review of our live chat, Jerry! Now that we are 24/5 we're here to capture any inquiries that come in, day or night, and Chatbot can help pick up the rest. We're also glad you appreciate the free 10 chat trial! Let us know if we can help with anything else. Best, Smith.ai Team VR Verified Reviewer Owner Legal Services Used the software for: Less than 6 months ### "Great service - highly recommend" August 3, 2020 5.0 Would highly recommend. Pros The software is very user friendly and integrates well with our website. Cons There are limited communication features. Alternatives considered [zistemo](https://www.capterra.com/p/150263/MoneyPenny-me/) Switched from [zistemo](https://www.capterra.com/p/150263/MoneyPenny-me/) Cost Review Source Response from Smith.ai September 28, 2020 Thank you for the kind words! We're happy to provide your team with a user-friendly solution for your website. SL Sonia L. Trademark Attorney & Instructor Law Practice Used the software for: 1-2 years ### "Allows me to be in 2 places at once" February 14, 2020 5.0 Pros As a business owner, we wear so many hats. Smith. ai allows me to be in 2 places at once and ensure my calls are always answered and inquiries always receive a response. My business runs so smoothly because of them! Cons I have zero complaints! Their customer service is amazing and they've always addressed any needs I have. Review Source Response from Smith.ai September 28, 2020 Thank you for the kind words! We're happy to ensure your business runs smoothly while managing multiple responsibilities simultaneously. SP Scott P. Partner Legal Services Used the software for: 6-12 months ### "Smith.ai chat" March 26, 2019 5.0 Smith allows us to converse with website visitors and turn them into potential clients. They've made it easier for use to be there at all times, even when we're not. Pros We've worked with other vendors in the past and have found Smith.ai among the easiest to use. They're very responsive, they communicate well, and serve as our front lines for client communications. Cons Nothing, we're generally pleased with the service overall. Review Source Response from Smith.ai September 28, 2020 Thank you for the review, Scott! We're happy to hear that Smith.ai has been one of the easiest solutions to use for your business. LG Lauren G. Membership and CLE Director Non-Profit Organization Management Used the software for: I used a free trial ### "Great Tool for Bar Associations!" January 21, 2020 5.0 We have had a wonderful experience with Smith.ai thus far. The customer service team is easy to contact and prompt with requests. Training tools are easy to understand. Having the Chatbot has resulted in less calls to the reception desk, resulting in faster response times to the public since we do not have a full time receptionist. Pros I like that we receive a transcript of each conversation- this makes requests easy to funnel to the appropriate person within the bar. Cons Sometimes answers are too generic- however all response codes that we have implemented seem to work well. Generic answers are often to questions that we do not have the ability to code in and are not typical. Review Source Response from Smith.ai January 28, 2020 Thanks for the review Laurenwe're happy you're so happy with the service! We're always improving Chatbot and will keep you updated as we do! Best, The Smith.ai Team DC Dianna C. lawyer Law Practice Used the software for: Less than 6 months ### "Converting Our Website Traffic" October 13, 2022 5.0 They have been professional and helpful. Their agents are responsive to our clients and also to any changes we have requested. Pros Due to the quick responses from Smith.ai, visitors to our website are able to ask their questions and feel connected to our office from the outset.Therefore, our conversions have doubled. Cons The product was easy to install and is easy to use. Review Source Response from Smith.ai October 17, 2022 Thank you for your review, Dianna! We're happy to be handling live chat responses for your business! LB Loki B. Office Manager Legal Services Used the software for: 6-12 months ### "High quality virtual reception service with Dialpad integration " August 27, 2026 5.0 Our firm switched to Smith AI late last year, and it has been a great experience. They integrate seamlessly with Dialpad, and allow us to route incoming calls to the most appropriate individuals and employee groups at a level that is very personalized to our firm's needs. Our clients report that the receptionists are friendly and helpful. From an administrative perspective, all my inquiries and requests for support are addressed quickly, and our account representative is always available to help as needed. We have had several virtual reception services over the years, and Smith has been our most positive experience. Pros Smith AI provides high quality reception service to incoming callers, and takes detailed messages that allow our firm to provide better service. Messages are carefully routed based on the parameters provided by our firm and the ability to request callbacks or follow ups is also helpful. Customer service is responsive when we have issues or questions that need to be addressed, and pricing is comparable to other services we have used but Smith AI has provided a higher quality service. Cons My only complaint is the spam filter for callers is very tight, and people who should be put through sometimes end up getting blocked by the automated system. This is easy to resolve once it is caught, but it does require active and ongoing monitoring. Review Source TM Trisha M. Paralegal Law Practice Used the software for: 2+ years ### "Positive rating " October 5, 2026 5.0 Our overall experience with Smith.ai has been great. They’ve made it easier for our office to manage incoming calls and ensure clients are getting timely responses. The service has been dependable, the team is easy to communicate with, and they’ve been very accommodating when we’ve needed to make adjustments. It’s been a helpful addition to our day-to-day operations. Pros What I liked most about Smith.ai was how seamlessly the service integrated into our day-to-day operations. The team was professional, responsive, and reliable, and their ability to handle calls and client inquiries helped reduce interruptions for our office. I also appreciated how easy it was to communicate our preferences and have the service adapt to our specific needs. Cons Nothing! They fix technical problems quickly and let us know if their systems are down which is a rare. Review Source JR Jason R. Attorney Law Practice Used the software for: 2+ years ### "Good experience - usually very fast" August 26, 2026 5.0 Pros Good experience overall - the receptionists do a good job of identifying themselves and following the questions that I have asked them so sort through. On the occasions where there is a missed expectation, their follow through and correction has been great. Cons Only wish is that the email reports were just slightly and more reliably faster. Most of the time they arrive before I've even finished the call, would like to see that be 100% of the time. Review Source RF Rina F. Founder Law Practice Used the software for: 2+ years ### "Great customer service" August 31, 2026 5.0 Great. They're always helpful and resolve issues quickly and efficiently with a customer is always right mentality. Pros Great customer service; always attentive and responsive. Honest and helpful when there are issues and disputes. Cons That there is not one designated receptionist to my firm; each time there's a call it's a different person handling it. Alternatives considered [LEX Reception](https://www.capterra.com/p/213013/LEX-Reception/)[Ruby Receptionists](https://www.capterra.com/p/186839/Ruby-Receptionists-Virtual-Receptionist-and-Chat-Services/) Reason for choosing Smith.ai Best customer support; attentive and efficient. Switched from [LEX Reception](https://www.capterra.com/p/213013/LEX-Reception/)[Ruby Receptionists](https://www.capterra.com/p/186839/Ruby-Receptionists-Virtual-Receptionist-and-Chat-Services/) Lex wasn't as good; their customer service was not good. Review Source Brian G. Partner Law Practice Used the software for: 2+ years ### "Great answering service for professional services firms" August 27, 2026 5.0 Pros Smith handles our after hours, weekend, and rollover phone calls in our law firm. We get detailed call summaries and clients seem happy with the level of service Cons This is a tough industry and every once in a while a call will not go perfectly, but you get that with any call answering service. Smith is better than most at responding to feedback and script changes when things go wrong Review Source JM Jennifer M. Marketing Director Law Practice Used the software for: 2+ years ### "Professional call handling with accurate lead intake" August 31, 2026 5.0 I lead our marketing and intake teams at the Law Offices of R.F. Wittmeyer. We've been using smith.ai for our after hours call handling for years and we couldn't be happier with the quality of service they provide. They consistently do a great job for us and we highly recommend them to any organization looking for a quality extension to their team. Pros Our calls are always very professionally handled and details are captured accurately (a must when it comes to lead intake!). Cons There is nothing to dislike about smith.ai. They really do a great job for us and we have zero complaints on anything. Review Source KB Kim B. Owner Alternative Medicine Used the software for: 6-12 months ### "Great service and great ROI " September 5, 2026 5.0 I’m very happy I invested in this service to create more time. The answering service handles a basic need. To answer missed calls Pros Ease of navigation, efficient with capturing potential clientele. I am happy with customer service if I have an issue, which is rare Cons I am not tech savvy so it’s a learning curve, but their team is patient and helpful in that process. Alternatives considered [Facebook Apps and Tabs](https://www.capterra.com/p/160208/Facebook-Apps-and-Tabs/) Reason for choosing Smith.ai I was impressed with setup, customer service and the quality of service Review Source JG Jared G. Owner Construction Used the software for: 6-12 months ### "24/7/365 Call Answering" September 1, 2026 5.0 Great, the service is as advertised. They have improved my answer rate from below 50% to 99% which has resulted in more appointments. Pros Easy to use and reliable service.They have improved my answer rate from below 50% to 99% which has resulted in more appointments. Cons Smith.AI currently does not have an app that can be used for quick outbound calling requests or dashboard views. Review Source PH Philomena H. Office Manager Law Practice Used the software for: 6-12 months ### "Reliable and Professional Call Support" August 27, 2026 5.0 Overall, we’ve had a very positive experience with Smith.ai. Their service is reliable, professional, and has made it easier for our team to manage incoming calls and stay focused on our clients. Pros The professionalism and reliability. Smith.ai helps ensure our calls are answered promptly and handled professionally, even when our staff is busy or unavailable. Cons Sometimes the call handling can feel a little scripted, but overall the service is reliable and the team is responsive when adjustments are needed. 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