Gia calls and texts your clients from a dedicated phone number — (855) 626-8495. It shows on their caller ID, so sooner or later a client will call it back.

Gia does answer. What she says depends entirely on whether she recognizes the number calling in, and that is worth understanding before a client tells you they called and got brushed off.

Gia identifies an inbound caller one way only: she takes the caller ID and looks for a matching phone number on a client record in GydeOS.

There is no phone menu, and she does not ask callers for a name, date of birth or policy number to find them. If the number isn't on a client record, Gia has no way to know who is calling.

A few things follow from that:

If the number belongs to a client Gia is actively working — a welcome call sequence, renewals outreach, an enrollment — Gia picks the conversation up where it left off. This is the full experience: she can answer questions, book a meeting, and escalate to you if the client asks for you.

If Gia knows exactly who is calling but has no active outreach for them, she greets them by name and points them to you:

"Hi [first name], this is Gia, a virtual assistant from [agency]. Unfortunately, I'm not able to assist you directly at the moment. I recommend reaching out to [broker name] at [broker's phone number] so they can better assist you. Take care."

She reads your phone number out loud here — but only if it's on your broker profile in GydeOS. If it isn't, the client is told to contact you without being told how. Worth checking your own details are current.

If the caller ID matches no client record at all, the caller hears:

"Thanks for calling Gyde. Unfortunately, I wasn't able to match your phone number with our records. As a virtual assistant, I recommend reaching out to your broker directly so we can get that information updated. Take care."

Then the call ends. This is the message brokers most often report, and in almost every case the cause is simply that the number calling in isn't saved on a client record.

Calling the number from your own phone to see what clients experience is a reasonable thing to try — and it will always give you outcome 3. Your mobile is a broker's number, not a client's, so there is nothing for Gia to match it to.

That is expected behavior, not a fault. To see what a client actually hears, the call has to come from a number saved on a real client record.

In outcomes 2 and 3, Gia deliberately will not:

This is on purpose. A client should never hang up believing a message reached their broker when nothing was recorded. Gia points them to a route that actually works — you — rather than acting as a switchboard.

Escalations to you come from the conversations Gia starts, where she can capture the full context. See Managing Escalations & Handoffs.

If a client tells you they called Gia and were told their number wasn't recognized, add the number they called from to their record:

The next call from that number will be recognized. Full instructions are in How to Edit My Client Information.

Keeping client phone numbers current is worth doing for its own sake — it's the same data Gia uses to reach them in the first place. See How Your Client Data Gets Into GydeOS.

Gia's strength is outreach she initiates — she has the client's plan, their history and a goal for the conversation. An inbound call is the one moment she may have none of that context, which is why the unrecognized-caller path is short and points at a person.

If it would help your clients to treat the Gyde number as a line they can call any time, let your Gyde contact know — it's the kind of thing worth hearing about from the field.