Why accountants in particular
The phone keeps ringing while you do the job.
January self-assessment week is a phone war
Your team is doing tax returns. Your phone is ringing every 90 seconds. Half the calls are routine. Half of those go to voicemail. The new-client enquiries vanish.
HMRC chasers need same-day callback
When a client’s investigation officer rings, you need to know in the next 30 minutes, not when you check voicemail at 7pm. The AI captures it and pages the right partner.
Junior staff buried in routine queries
Your bookkeepers spend half the day on routine fee questions, deadline reminders, and document-collection chasers instead of the work clients pay for.
Lost new-client enquiries during peak weeks
When you’re busiest with existing clients is when prospective clients also ring. They reach voicemail and call the next firm on Google.
How it works
Live in three steps.
Forward your number
A simple divert from your existing landline or mobile to HiyaCalls. Works with any UK telecoms provider.
Script for accountants
We build a custom call flow around your practice: services, opening hours, urgency rules, named staff, escalation routes.
Get the summary, take the call
Every call answered, every detail captured, every summary in your inbox in seconds.
What it handles
Every call your office gets.
The AI is trained on the real conversations accountants have every day.
New client enquiries
Captures business type, services needed (self-assessment, ltd accounts, VAT, payroll), turnover band and referral source, ready for the practice manager to qualify and book a consultation.
HMRC investigation queues
When HMRC investigators ring, the AI captures their reference, the matter, the deadline, and pages your responsible partner immediately to call back the same day.
Deadline questions
Clients ringing about self-assessment, VAT, P11D, year-end deadlines, the AI gives the standard answer for the standard question and flags non-standard ones for callback.
Fee & quote queries
Captures business detail, turnover, services needed, gives the caller your published fee guide and routes the qualified lead to the right partner for a personalised quote.
Document collection chasers
Clients ringing to chase your team for documents you’ve already submitted to them, the AI handles the routine ones and only escalates the genuinely unresolved.
Year-end book pickup & logistics
Coordinating book drop-offs, picking up signed documents, posting accounts, the AI handles the scheduling without involving fee-earners.
A real example
What lands in your inbox after a typical call.
- Caller name, business and existing-client flag
- Matter type, HMRC, deadline, new enquiry, fee query
- Urgency rating based on stated deadline
- Any HMRC references or case numbers captured
- Recommended next step and responsible partner
- Full transcript on demand
Accountants FAQ
The questions every practice asks.
- How does the AI handle client confidentiality?
- UK-hosted, GDPR-compliant, encrypted in transit and at rest. We provide a written DPA and align our retention policy to your AML and confidentiality obligations. The AI verifies caller identity against your client records before discussing any financial detail.
- Does it know when HMRC is calling?
- The AI is briefed to identify HMRC calls by the standard introductions and reference patterns. When HMRC is on the line, it captures the officer’s name, reference, the matter and the deadline, then immediately pages your responsible partner so the callback happens within hours, not days.
- How do summaries reach the responsible partner?
- By email to whichever inboxes you nominate, the responsible partner directly, the practice manager, your reception team, or a shared intake inbox. Each summary is structured so a fee-earner can scan client, reason, urgency and next step in seconds.
- Can it handle the January deadline-week call surge?
- Yes, this is exactly where AI shines. Unlimited concurrent calls, no overflow queueing, identical quality at hour 14 as at hour 1. The week before 31 January is the time most practices kick themselves for not having had this in place.
- How does it handle Making Tax Digital queries?
- Per your principal’s sign-off: clients asking about MTD for VAT, MTD for Income Tax, MTD-compatible software, the AI gives the standard answer for the standard question and flags the more complex ones for callback. You decide the depth of the standard response.
- Does it handle anti-money-laundering ID verification?
- No, AML/KYC verification still requires human review. The AI captures the information you need to start your verification process but doesn’t complete it. It just makes sure the file is on your team’s desk before they need it.
- How does it handle a client in financial distress?
- With slower pacing, no booking pressure, sympathetic acknowledgement. Captures the situation factually, marks it as priority, and pages your responsible partner to call back personally rather than routing the caller through any automated qualification.
- What about referrals from solicitors and IFAs?
- The AI captures referral source explicitly and tags the inbound lead accordingly. Your marketing dashboard sees the referral path; your responsible partner sees the priority flag to call back the same day.