Question 1

How quickly can we deploy eterni at our funeral home?

Accepted Answer

Most funeral homes are operational in approximately one week. We take that time to customize your agents with you, then provision a dedicated phone number and configure eterni with your funeral home’s name, greeting, business hours, on-call schedule, and religious preferences. No hardware changes needed, just call forwarding from your existing lines.

Question 2

Does eterni require new phone hardware?

Accepted Answer

No. eterni integrates with your existing phone lines. You do not need to purchase new equipment or change your current number.

Question 3

Is there an onboarding fee?

Accepted Answer

Yes. A one-time Onboarding and Training fee equal to your first month of service is collected at signup. This covers onboarding, configuration, voice training, and dedicated launch support.

Question 4

Do you offer dedicated account management?

Accepted Answer

eterni Team Suite clients are assigned a dedicated Success Manager who provides onboarding support, quarterly reviews, and priority escalation to maximize your team's experience.

Question 5

How does eterni know how to respond to families?

Accepted Answer

During onboarding, eterni learns your funeral home's history, service offerings, scheduling details, and communication style. It maintains a comforting, on-brand tone on every call, families often cannot tell the difference from speaking with your staff.

Question 6

What happens after eterni takes a call?

Accepted Answer

Within minutes of ending the call, your directors receive a structured summary: who called, the nature of the request, and any dates or times discussed, with next steps waiting in the app. Your team wakes up prepared, not catching up.

Question 7

Can eterni schedule appointments?

Accepted Answer

Yes. eterni checks your eterni schedule, confirms viewing times, and coordinate scheduling requests, routing complex situations to the appropriate director without waking your on-call staff.

Question 8

What languages does eterni support?

Accepted Answer

eterni answers in English and many other languages. Languages beyond English are add-ons.

Question 9

Is eterni really ready to handle a grieving caller at 2 AM?

Accepted Answer

Yes. eterni answers right away and follows 29 call-specific protocols, from first death notifications to pre-need planning, each with its own conversation flow. Numerous real-time guardrails ensure it shares only the prices your funeral home publishes on its own website, never gives medical or legal advice, never fabricates information, and respects emotional sensitivity.

Question 10

What happens if a call needs a person?

Accepted Answer

eterni alerts your on-call director by SMS and email. With escalation turned on, first calls and service inquiries escalate in order: first director, then backup, up to 3 levels, then your owner. Your funeral home sets how long each level waits, for example 60 minutes.

Question 11

What is the difference between eterni Night Guard, eterni Concierge, and eterni Team Suite?

Accepted Answer

eterni Night Guard delivers reliable after-hours voice coverage (200 calls/month, full transcription included, $3/call after) with lighter operations features, for a single funeral home or several, with additional locations available as add-ons. eterni Concierge is the full operations platform without after-hours voice coverage: full CRM, case workflow, and multi-location coordination for teams that prefer hands-on call handling. eterni Team Suite is the complete bundle: voice coverage plus everything in eterni Concierge and eterni CaseView (600 calls/month, full transcription included, $3/call after).

Question 12

What does the eterni CaseView plan include?

Accepted Answer

eterni CaseView gives you back office funeral home case creation and management. It's ideal for funeral homes that want a transparent and straightforward back office operational and process view.

Question 13

Can we modify our plan mid-cycle?

Accepted Answer

Absolutely. You can upgrade at any time, charges are prorated. Downgrades take effect at the start of the next billing period.

Question 14

Is there a minimum term?

Accepted Answer

Yes. All funeral-home plans include a six-month minimum subscription, billed quarterly (two quarterly payments cover the minimum). You can cancel during the minimum, but you remain responsible for the fees through the end of the six-month term. After that, it continues quarterly and you can cancel anytime. eterni Livery plans for livery companies are different: their minimum term is the billing cycle you choose, one month, three months or a year.

Question 15

Can I cancel at any time?

Accepted Answer

You can cancel at any time. Because all funeral-home plans include a six-month minimum subscription, if you cancel during the first six months you remain responsible for the fees through the end of that minimum term. There is no refund for the committed period. After the minimum, your subscription stays active through the end of your current billing term and will not renew. Funeral-home plans are billed quarterly (annual prepayment saves 10%), and an Onboarding and Training fee equal to one month is collected at signup. eterni Livery plans for livery companies are billed monthly, quarterly or annually. Professional and Fleet carry a one-time Onboarding and Training fee equal to one month at the plan's monthly price, charged with the first payment on that plan; Essential has none.

Question 16

What is eterni CaseView and how is it different from after-hours coverage?

Accepted Answer

eterni CaseView is the back-office operations platform. It manages every case from intake through final disposition with a live dashboard, a Plan Builder, and views for every location. After-hours coverage (eterni Night Guard / eterni Team Suite) handles after-hours calls. They complement each other but can be purchased separately. eterni CaseView is available standalone or bundled with eterni Team Suite, see Pricing for plan details.

Question 17

What does the Plan Builder do?

Accepted Answer

The Plan Builder starts each case from a plan for the family’s tradition and service type. Your directors can reorder, rename, add or remove steps, assign each step to a team member, and see who completed it and when, as arrangements evolve.

Question 18

Can eterni CaseView be used on a large screen or wall display?

Accepted Answer

Yes, eterni CaseView is touch-screen optimized and designed to run on a large display at your front desk, arrangement office, or prep bay. It turns your wall screen into a live command center for every active case, replacing the traditional whiteboard.

Question 19

Does eterni CaseView support multiple locations?

Accepted Answer

Yes. You can manage multiple chapels and facilities from a single account. Assign cases to locations and track each location’s chapels, prep bays and freezer, so every team member stays current without phone tag.

Question 20

What is the case history?

Accepted Answer

Each case in eterni CaseView keeps a history of its changes, with who made them and when, so your team can see what happened at every step.

Question 21

What is eterni Night Guard?

Accepted Answer

eterni Night Guard is your after-hours compassionate care assistant: after-hours calls answered with warmth, appointments captured, transcribed and escalated to your on-call director, and briefed by morning. It ties into eterni CaseView and eterni Livery.

Question 22

How many calls are included with eterni Night Guard?

Accepted Answer

eterni Night Guard includes 200 calls per month with full transcription, custom greeting and voice, and morning summaries. Calls beyond that are billed at $3/call. Additional locations are available as an add-on.

Question 23

Does eterni Night Guard include eterni CaseView or the built-in CRM?

Accepted Answer

No, eterni Night Guard is voice coverage and morning summaries. Case management (eterni CaseView) and the full CRM are separate products, or available together in eterni Team Suite.

Question 24

What does eterni Night Guard say when a family asks about prices?

Accepted Answer

eterni Night Guard shares only the prices your funeral home publishes on its own website. Otherwise, it recommends speaking with a funeral director.

Question 25

Is eterni Livery included with eterni Night Guard?

Accepted Answer

Yes. eterni Livery is included with eterni Night Guard for the life of your subscription, at no extra charge. It covers your funeral home's own cases; livery work your funeral home does for others is not included. eterni Team Suite also includes it, for the first year, after which it continues automatically as a $199/mo add-on.

Question 26

What is eterni Concierge?

Accepted Answer

eterni Concierge is the full operations platform, CRM, cases, schedules, and multi-location, for teams that prefer to answer their own calls in-house rather than use after-hours voice coverage.

Question 27

Does eterni Concierge include after-hours call answering?

Accepted Answer

No. eterni Concierge is priced below eterni Night Guard specifically because it does not include after-hours voice coverage. Choose eterni Night Guard or eterni Team Suite if you need families answered after hours.

Question 28

What's included in eterni Concierge's CRM?

Accepted Answer

Full CRM and case workflow, 2 director and 1 staff seats, multi-location support, and appointment tracking.

Question 29

Can I add eterni Livery to eterni Concierge?

Accepted Answer

Yes. eterni Livery is a $199/mo add-on for eterni Concierge once enabled on your account. Upgrading to eterni Team Suite includes it for your first year, after which it continues automatically as the same $199/mo add-on.

Question 30

What is eterni Team Suite and what does it include?

Accepted Answer

eterni Team Suite is the whole funeral home in one calm command center: 24/7 voice coverage, eterni CaseView, eterni Livery for your first year, the built-in CRM, and staff schedules for each location. It includes 600 calls per month with full transcription; calls beyond that are billed at $3/call.

Question 31

Does eterni Team Suite include eterni Livery?

Accepted Answer

Yes. eterni Livery, for fleet, driver, and transportation dispatch, is included with eterni Team Suite for your first year. After year one it continues as a $199/mo add-on.

Question 32

What's the difference between eterni Team Suite and buying eterni Night Guard and eterni Concierge separately?

Accepted Answer

eterni Team Suite is the complete bundle at a lower combined price: everything in eterni Night Guard plus everything in eterni Concierge, plus eterni CaseView and first-year eterni Livery, with more calls and seats included.

Question 33

What is eterni Livery?

Accepted Answer

eterni Livery is removal and transport dispatch. For livery companies, eterni answers the dispatch line at any hour. eterni Livery offers each job to the right crew by text and email, and drivers work the job, signatures and custody steps included, on their phones. It also dispatches hearses, limousines and family cars for service days.

Question 34

Is eterni Livery included with my plan or a separate purchase?

Accepted Answer

It's included with eterni Night Guard for the life of your subscription, for your funeral home's own cases; livery work your funeral home does for others is not included. eterni Team Suite includes it for your first year, and continues as a $199/mo add-on after that. For eterni CaseView and eterni Concierge, it's available as a $199/mo add-on.

Question 35

Can livery companies, not funeral homes, use eterni Livery?

Accepted Answer

Yes. Livery companies that serve funeral homes and medical examiners choose from three plans, from $399/mo (Essential, Professional and Fleet), billed monthly, quarterly or annually. Professional and Fleet each have a one-time Onboarding and Training fee of one month at the plan's monthly price ($599 or $899), charged with the first payment on that plan, including a move up from Essential. Essential has no Onboarding and Training fee. See the eterni Livery page for what each includes.

Question 36

What does eterni Livery track and dispatch?

Accepted Answer

Removals for funeral homes and ME offices, and service-day hearses, limousines and family, flower and clergy cars. Each job keeps a custody trail of every step, with the time, the place and who was present. While a driver has the app open, the crew’s location is recorded on the job.

Question 37

Is call data secure?

Accepted Answer

Yes. All call recordings, transcriptions, and case data are encrypted at rest and in transit.

Question 38

How is call data stored and for how long?

Accepted Answer

eterni Night Guard call audio and transcripts are kept with no automatic expiry, and eterni Team Suite keeps them for six years. All data is encrypted at rest and in transit. All contact, case, and related documentation are fully retained. That data is not deleted, and you are allowed to download your case, contact, and related documentation.

Getting Started