ReplyKit

WhatsApp AI agent for IT and web agencies: triage the request, quote the standard service, book the call

An IT company's WhatsApp mixes two things: existing clients with a problem and prospects with a project. Both message the same number, both need a fast first reply, and the engineer is under a desk. An AI agent triages the support request with the right questions and captures the project brief, and books the call for whichever needs one.

By Ritchie, ReplyKit · Published 5 September 2026 · 6 min read

Quick answer

Put a WhatsApp AI agent on your company's number with your services, standard packages and prices, support hours and SLA, and the questions you ask for triage and briefs as knowledge. It triages support requests (what, since when, how many affected, urgency), answers pricing for standard packages, collects project briefs (goal, scope, timeline, budget), and books discovery or support calls. Fixes, custom quotes and account matters stay with the team. ReplyKit does this from $29 a month.

What the agent handlesTriage that saves the engineer's first ten minutesSetup for an agencyFAQ

What the agent handles

Automate

  • Support triage: what is affected, since when, how many users, error messages, urgency, saved for the engineer.
  • Support hours, SLA and how to reach the emergency line.
  • Standard packages and prices: website packages, maintenance plans, hosting, support tiers.
  • Project briefs: goal, pages or features, timeline, budget range, existing site, saved to the lead's card.
  • Discovery call and support call booking.
  • Portfolio links, process and typical timelines.
  • Replies in the client's language.

Keep with a person

  • Actually fixing anything. The agent triages; engineers fix.
  • Custom quotes and proposals.
  • Anything about an existing client's account, invoices or credentials.
  • Outages: the agent gives the emergency line and hands over at once.

Triage that saves the engineer's first ten minutes

  1. "What's not working, and what do you see on screen? A screenshot helps."
  2. "Since when, and did anything change before it started?"
  3. "How many people are affected, and can you still work?"
  4. "Is this urgent, or can it wait for a scheduled slot?"

Then a support slot or the emergency line. The engineer opens a ticket that already has the answers. Instruct the agent never to suggest fixes; a wrong fix from a bot is a bigger problem than a slow reply.

Setup for an agency

  1. Use a dedicated number. ReplyKit connects your number through Meta's official WhatsApp Business Platform: keep the number you already use in the WhatsApp Business app and the agent works alongside it, or add a dedicated number. Personal WhatsApp numbers cannot be connected. Keep your long-standing number out of it; see Meta's messaging limits explained
  2. Paste your website for services and write packages, SLA and the triage questions as text.
  3. Add discovery and support calls as services.
  4. Instruct the boundaries: no fixes, no credentials, outages to the emergency line.
  5. Connect the number through Meta's sign-in and test as a client whose email is down and as a prospect wanting a website.

Frequently asked questions

Can the agent fix IT problems?

No. It triages with the right questions and books an engineer. Fixes from a bot are a risk.

Can it quote a website?

Standard packages from your price list. Custom projects get a brief collected and a discovery call booked.

Does it handle credentials or account details?

No. Anything about an existing client's account or credentials is handed over; the agent never asks for passwords.

Can it serve support and sales on one number?

Yes. It works out which from the message and follows the right script.

How much does it cost?

From $29 a month for one number and 1,000 replies.

Triage the ticket, capture the brief

Services, packages, triage questions, call slots, connect your number through Meta's sign-in. 7-day free trial.

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Written by Ritchie, ReplyKitPart of the small team in Malaysia that builds and runs ReplyKit. Writes about WhatsApp automation, AI customer service and small business lead response.

How we know this. Agencies use ReplyKit for two streams on one number, support and sales, and the triage-versus-brief split here is how they configure it. Product figures in this article (limits, prices, per-reply costs) are taken from ReplyKit as it runs today and are re-checked when we update the page. Where we cite outside research, the source is linked below. We sell ReplyKit, so read our product claims with that in mind; we say where a different tool or no tool is the better choice. About ReplyKit.

Sources and further reading

  1. 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
  2. ReplyKit Acceptable Use Policy · what we refuse to automate
  3. ReplyKit, Will WhatsApp ban my number for automation? · how Meta's messaging limits and quality rating work

Related reading

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.