--- title: "Smith.ai Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Smith.ai the right Customer Communications Management solution for you? Explore 45 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" --- Smith.ai 4.9 (45) [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 August 26th, 2026 # Reviews of Smith.ai Ease of use 4.9 Customer Service 4.9 ## Showing most helpful reviews Showing 1-25 of 45 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 SH Shawn H. President Legal Services Used the software for: I used a free trial ### "The Future Of Web Chat" July 26, 2019 5.0 Overall I am happy. Smith.ai makes good effort to offer client support. Pros The Smith.AI live website chat does a tremendous job collecting lead information from web site visitors. It promptly collects phone number and email address information accurately. Only serious inquiries leave this information upfront, and it is easy to follow up with them. The pricing for the product is a great value. The cost of live chat support is very competitive. The services integrate very well with my existing CRM. Cons The interface is not the most intuitive to learn but customer support has been great with instructing on how to use it and offer assistance with setting up the whole service. Reason for choosing Smith.ai The pricing is very competitive compared to other Live Chat services. Review Source Response from Smith.ai September 28, 2020 Hi Shawn, thank you for your time to leave us a review. We're happy to hear that following up with potential clients is more effective using our live chat solution and CRM integration. AM Amber M. Marketing Coordinator Computer Networking Used the software for: Less than 6 months ### "Awesome easy way to capture leads without trying!" January 13, 2020 5.0 We are minimizing time on the phone with tedious conversations trying to extract pertinent information and instead we are able to simply get that info, and then talk with the customer with their questions already answered, ready to serve them without long conversations and wasted time. Pros I like how I can customize the conversation with the customer, gather their info and then have a transcript sent to my email and understand what the customer needs and is looking for without me having to do any of that work upfront. Cons There's nothing I don't like, we are using a free version of this software for right now and its doing the job we want it to. Review Source Response from Smith.ai January 20, 2020 Thanks for the review Amber! We're very happy you're having a good experience with our free AI Chatbot and that it's capturing the info you need from your potential customers. Our CRM integration will seamlessly transition that info from Chatbot into Salesforce, Cleo, Calendly or most other services you might use! Best, Smith.ai Team 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! 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 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 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 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. Review Source CD Craig D. Attorney Legal Services Used the software for: 1-2 years ### "Good Job Smith.AI" September 2, 2026 5.0 They do a good job answering the phone and taking a message. Integrates with my software so that is an added bonus. Pros Charge per call, not per minute. Clients do not realize it is an answering service because the agents are friendly. Cons Haven't had any issues. If there was ever any issue I send an email. The agents are quick to respond and fix it. Review Source JR Jose R. Owner Law Practice Used the software for: Less than 6 months ### "Smith AI Saves the Day " August 31, 2026 5.0 Smith AI’s service has allowed my business to grow, while I continue to focus on delivering outstanding legal representation for my current clients. Pros I can focus on legal work while also having professional receptionists answer my business phone, greet new and existing clients, and complete intakes, which I can then review later on and follow up. Cons There is nothing I do not enjoy about this company. Working with them has been great so far!!!!!!!!!! Review Source RL Ramon L. Office Manager Law Practice Used the software for: 2+ years ### "Smith Ai for Law Firm" February 11, 2023 5.0 Overall we’re happy with Smith Ai, when errors are made, our account rep takes ownership and looks into each. But this is rare, usually the reps are great at gathering accurate information when we get incoming calls. Pros Being able to use phone reps to accurately receive message on our behalf. Cons Sometimes the reps don’t follow detailed instructions, this can cause us to lose clients. Review Source JH Juanita H. Attorney Legal Services Used the software for: Less than 6 months ### "I prefer a consistent person to answer the phone " April 25, 2022 4.0 I’m still using Smith ai. I’m on a plan that allows me to use them in situations where both my assist and I am out of the office. Pros I loved that no mater what, clients or potential clients calls were always answered. It was easy to set my availability and to access information about the calls that were received. Cons I hate that there are multiple people who answer the calls. There were a few calls where clients complained that they could not understand the person answering the phone and that message was incorrect. Alternatives considered [Ruby Receptionists](https://www.capterra.com/p/186839/Ruby-Receptionists-Virtual-Receptionist-and-Chat-Services/) Reason for choosing Smith.ai I’m in a Facebook group for lawyers who work remotely and Smith Ai had better reviews by the attorneys in that group Review Source Response from Smith.ai May 3, 2022 Thank you for your review, Juanita! We're happy to handle calls from your leads and clients for your business! Christine S. Owner Law Practice Used the software for: 2+ years ### "Don’t wait any longer - hire them !" June 20, 2020 5.0 Exceptional customer service! They are always available if I have questions and they’re always reliable when assisting my clients and leads. Pros Smith has made running my law firm so much easier. They answer every call in a professional and friendly manner. They also follow up on leads, schedule consultations, fill out my intake form which links to my CRM system, provide online chat and more! Cons Smith has made running my law firm so much easier. They answer every call in a professional and friendly manner. They also follow up on leads, schedule consultations, fill out my intake form which links to my CRM system, provide online chat and more! Review Source Response from Smith.ai September 28, 2020 Thank you so much for the lovely review, Christine! We're thrilled to hear managing your firm is easier using Smith.ai's CRM integration capabilities. 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 Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.