The AI receptionist, explained: what it answers, what it books, what it hands over, and what it costs
"AI receptionist" now means two different products: one answers phone calls, the other answers messages. Both replace the same problem, a front desk that cannot be everywhere, but they suit different businesses. Here is what a messaging AI receptionist does, what it does not, and how to tell which kind you need.
Quick answer
An AI receptionist is software that handles first contact for a business: it answers questions from your own information, takes the customer's details, books appointments into real slots, and hands the conversation to a person when needed. Messaging receptionists work on WhatsApp and website chat; phone receptionists answer calls with a synthetic voice. ReplyKit is the messaging kind, from $29 a month, and most small businesses in markets where customers message rather than call should start there.
What a messaging AI receptionist does
- Greets and identifies what the customer needs.
- Answers questions from your knowledge: services, prices, hours, location, policies.
- Asks the qualifying questions you set and saves the answers to a lead record.
- Books appointments into real slots, confirms, reminds, reschedules.
- Takes a message for anything it cannot handle and hands the chat to a person, who replies in the same thread.
- Works in the customer's language, transcribes voice notes, at any hour.
Messaging versus phone receptionists
| Messaging (WhatsApp, web chat) | Phone (voice AI) | |
|---|---|---|
| Where customers are | Messaging-first markets: Malaysia, Singapore, most of Asia and Latin America | Call-first markets and older customer bases |
| Record | Written transcript on the lead | Recording and a transcript of varying accuracy |
| Languages and accents | Strong; text is unambiguous | Weaker; accents and noise cause errors |
| Customer tolerance | High; chat with an assistant feels normal | Mixed; many hang up on a synthetic voice |
| Cost | Flat monthly, from $29 | Usually per minute plus platform fee |
| Setup | Minutes | Days, needs call routing |
If your missed contacts are calls, look at voice. If they are WhatsApp messages, which in Malaysia and Singapore they overwhelmingly are, a messaging receptionist is the fit.
What it hands to a person
Complaints, anything medical, legal or financial, disputes, requests for a person, and anything it is not sure about. The handover is a message that a person will reply here, an alert to the owner, and the chat flagged in the inbox. Our handover guide describes the design, and the cost comparison covers what a human receptionist still does better.
What it costs
Messaging receptionists are typically flat monthly fees. ReplyKit is $29 for one number, one agent and 1,000 replies a month, $49 for three numbers and 5,000 replies, $99 for fifteen numbers and 20,000, with a website chat assistant included and no per-message fees. Voice products commonly charge per minute on top of a platform fee. Full breakdown in the cost guide.
Frequently asked questions
What does an AI receptionist do?
Answers customer questions from your information, takes details, books appointments, and hands over to a person when needed, on WhatsApp, web chat or phone depending on the product.
Is an AI receptionist the same as a chatbot?
A chatbot follows a script; an AI receptionist understands free text, answers from your knowledge, books, and knows when to hand over.
Should I choose messaging or phone?
Messaging if your customers WhatsApp you; phone if they call. In Malaysia and Singapore most first contact is messaging.
Can it replace my receptionist?
It replaces the messaging part of the job at all hours. People still handle the room, payments and judgement.
How much does one cost?
Messaging receptionists like ReplyKit are $29 to $99 a month flat. Voice products usually charge per minute.
Put a receptionist on your WhatsApp today
Answers, bookings and handover from $29 a month. 7-day free trial.
Sources and further reading
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
- Lead Response Management Study (2007) · the five-minute window for contacting a new lead
- ReplyKit, Will WhatsApp ban my number for automation? · how Meta's messaging limits and quality rating work
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.