Frequently asked questions

ReplyJe is an AI receptionist for your business WhatsApp number. It responds to customer enquiries within seconds, answers questions using your approved business information, schedules appointments, records leads and escalates conversations to your staff when a person is needed.

ReplyJe is designed for appointment-based businesses in Malaysia, including beauty salons, spas, aesthetic clinics, hair and nail studios and wellness centres, particularly those that receive enquiries from Facebook and Instagram advertising.

No. ReplyJe handles routine enquiries, such as pricing, availability and directions, so that your staff can concentrate on customers in the outlet and on conversations that require personal attention. Your team can view and take over any conversation at any time.

The AI responds in English, Bahasa Melayu and Simplified Chinese, and adapts to customers who combine languages. The dashboard is also available in all three languages.

Yes. Every plan includes a 14-day free trial with a limited number of AI conversations. No credit card is required to start.

No. Responses on services, pricing, promotions and availability are generated only from the information you provide. Where information is unavailable, the customer is informed that a consultant will follow up, and the question is logged for your review.

The AI uses the business information, services and prices, promotions, FAQs and booking rules that you enter in the dashboard. Promotions are mentioned only within their validity period and in the approved wording.

ReplyJe is a business assistant, not a general-purpose chatbot. Unrelated requests are politely declined and the conversation is directed back to your services, in line with WhatsApp Business Platform policy.

The AI does not provide medical advice, assess suitability or guarantee results. Questions on health conditions, pregnancy, allergies, medication or side effects are escalated to your team with a short summary, and the customer is informed that a consultant will respond.

The customer is told that a consultant will confirm, and the question is added to a Suggested FAQ list in your dashboard. Once you add the answer, the AI uses it in future conversations.

Yes. The dashboard includes a test panel in which you can chat with the AI as a customer would. It shows which information each response was based on, so that gaps can be addressed before launch.

Yes. ReplyJe connects to your existing business number through Meta’s official onboarding. The number, the WhatsApp Business account and your customer conversations remain yours.

Yes. Numbers on the WhatsApp Business app can be used alongside ReplyJe. When a staff member replies from the app, the AI automatically pauses for that conversation.

You define when a conversation should be escalated, for example when a customer asks for a person, raises a complaint or asks a medical question. The AI informs the customer that a consultant will respond, gathers further details and alerts your staff by sound, browser notification and email.

Yes. Staff can return a conversation to the AI in one step, and conversations can also be returned automatically after a period of staff inactivity that you configure.

WhatsApp allows free-form replies within 24 hours of the customer’s last message. After that, only Meta-approved message templates can be sent. ReplyJe helps you create and submit these templates, including appointment reminders.

You connect your own WhatsApp Business account, and Meta bills template messages directly to that account. Replies sent within 24 hours of a customer’s message are not charged by Meta.

The AI checks real-time availability across your staff, rooms and opening hours, proposes suitable times, and confirms the booking once the customer has chosen a time and provided their name.

No. Each booking is checked and reserved against the staff member or room at the moment it is confirmed, so the same slot cannot be given to two customers.

Yes. On eligible plans, AI bookings can require a deposit paid through your own payment gateway. The slot is held until payment is received and released automatically if payment is not completed in time.

Yes. Reminders are sent automatically, by default 24 hours and 2 hours before the appointment, and customers can reply 1 to confirm attendance.

Each enquiry is recorded as a lead with the customer’s name, interest, preferred date and time, branch and budget where shared. Leads move through stages from new to converted, with follow-up reminders for your team.

A conversation is a customer chat session answered by the AI, lasting up to 24 hours from the customer’s message. Multiple messages exchanged with the same customer within that period count as one conversation.

New conversations are routed to your team’s inbox instead of receiving an automated reply. An email notification is sent at 80% usage so that you can purchase additional conversations or upgrade.

Yes. Plans can be changed at any time from the billing page. A new plan’s billing period begins on the date of payment.

Payment can be made online from the billing page or by bank transfer using the details on your invoice. All prices are in Malaysian ringgit.

Yes. Every plan can be billed monthly or yearly, and yearly billing may include a discount shown on the pricing page. Card payments renew automatically, and you can switch or cancel at any time from the billing page.

Yes. Our managed setup service configures your services, pricing, FAQs and booking rules on your behalf, for a one-time fee of RM300 to RM800 depending on the size of your service menu.

You do. Your WhatsApp number, WhatsApp Business account and customer data remain yours. ReplyJe processes this data on your behalf to provide the service.

Each team member is assigned a role, such as owner, administrator, agent or viewer, and can be limited to specific branches. Custom roles are available on eligible plans.

Yes. An audit log records significant actions, including changes to business information and AI settings, conversation takeovers, data exports and sign-ins.

WhatsApp access tokens and payment gateway credentials are encrypted at rest and are never displayed in the dashboard after they are saved.

Only for support purposes. Our staff must record a reason before accessing an account, a banner is shown throughout the session, and every action is recorded in your audit log.