A virtual receptionist is a remote receptionist service that answers business calls, takes messages, handles basic enquiries and can transfer callers or book appointments on your behalf. Traditionally, a virtual receptionist is a real person working remotely rather than an employee sitting in your office.

For a small business, the idea is simple: when you are busy, driving, serving a customer or away from the phone, someone else answers the call so the customer does not immediately reach voicemail.

What is a virtual receptionist?

A virtual receptionist is an outsourced receptionist who answers your business phone remotely.

The receptionist usually follows information and instructions supplied by your business, such as:

• Your company name
• Opening hours
• Services
• Frequently asked questions
• Contact details
• Appointment information
• Call-transfer instructions
• Message-taking requirements

When a customer calls, the virtual receptionist answers in your business name and handles the conversation according to your agreed process.

For example, imagine you run an electrical business and are working at a customer's property.

A new customer calls asking:

"Do you have anyone available tomorrow to look at a faulty power point?"

Instead of reaching voicemail, the virtual receptionist can answer, collect the caller's details, understand the reason for the call and either transfer the enquiry or send the information to you.

That is the basic purpose of a virtual receptionist:

Your business stays reachable even when you cannot answer the phone yourself.

How does a virtual receptionist work?

The process is usually straightforward.

1. Your business receives a call

The customer calls your normal business number or a number connected to the answering service.

2. The virtual receptionist answers

A remote receptionist answers using your business name and your preferred greeting.

3. The caller explains what they need

The receptionist listens and follows the instructions you've provided.

4. The receptionist takes action

Depending on the service, this may include:

• Answering a basic question
• Taking a message
• Collecting contact details
• Booking an appointment
• Transferring the call
• Sending an SMS
• Sending an email
• Escalating an urgent enquiry

5. Your team receives the information

The details may arrive by email, SMS, app notification or through a customer-management system.

The exact workflow depends on the provider and plan.

What can a virtual receptionist do?

The capabilities vary between services, so it is important to check exactly what is included.

Common virtual receptionist tasks include:

Answering calls

The most basic function is simply making sure someone answers when your staff cannot.

Taking messages

The receptionist can collect:

• Customer name
• Phone number
• Reason for calling
• Preferred callback time
• Additional information

Transferring calls

Calls can sometimes be transferred directly to a business owner, employee or department.

Appointment scheduling

Some services can schedule appointments based on your instructions and available booking systems.

However, appointment booking should always be confirmed before purchasing because not every virtual receptionist service provides the same level of scheduling.

Answering FAQs

A receptionist can answer routine questions about:

• Opening hours
• Location
• Services
• Availability
• Basic pricing information
• Service areas

Lead capture

Instead of simply recording a number, the receptionist can collect information relevant to the sales process.

For example:

Real estate: Are you buying, selling or renting?

Plumbing: What type of problem are you experiencing?

Dental: Are you looking for a new patient appointment or an existing-patient appointment?

This information can make the subsequent follow-up much more useful.

Who uses virtual receptionists?

Virtual receptionists are particularly useful for businesses where phone calls are important but employees cannot always answer immediately.

Common examples include:

Tradies

• Plumbers
• Electricians
• HVAC businesses
• Builders
• Roofers
• Landscapers
• Cleaning companies

A tradie might spend most of the day working at customer properties. Having someone answer the phone can prevent enquiries from disappearing.

Medical practices

Virtual receptionists can help with suitable administrative tasks such as appointment enquiries, basic information and call routing.

Healthcare businesses should pay particular attention to privacy, security and appropriate handling of sensitive information.

Dental clinics

Common tasks include:

• Appointment enquiries
• Rescheduling
• General questions
• New-patient calls
• Call routing

Real estate agencies

A virtual receptionist can capture buyer and seller enquiries, transfer calls and potentially arrange appointments or inspections depending on the service.

Law firms

They can handle initial administrative enquiries, collect contact details and route calls to the appropriate person.

They should not be confused with legal professionals and should not provide legal advice.

Accounting firms

Virtual receptionists can answer routine questions, capture prospective-client details and arrange consultations.

Salons and beauty businesses

Appointment enquiries, cancellations and basic service questions are common use cases.

Automotive businesses

A virtual receptionist can help with service enquiries, booking requests and customer messages.

Virtual receptionist vs receptionist: what's the difference?

The main difference is where and how the receptionist works.

A traditional receptionist is employed by your business and generally works from your office or another dedicated location.

A virtual receptionist works remotely and usually provides services to multiple businesses.

Traditional receptionist	Virtual receptionist
Usually your employee	Usually outsourced
Works dedicated hours	Coverage depends on plan
Directly part of your team	External service
Can handle complex business context	Follows agreed instructions
Requires recruitment and management	Provider manages staffing
Office-based or remote	Remote by design
Cost includes employment overheads	Usually subscription/per-call/minute based

A virtual receptionist can therefore be useful for a business that needs professional phone coverage without hiring a full-time employee.

Virtual receptionist vs AI receptionist

This is where the terminology can become confusing.

A traditional virtual receptionist is usually a human.

An AI receptionist is software that answers calls and has conversations automatically.

Some modern companies use "virtual receptionist" as a broader term that includes AI-powered receptionists, so always check what the provider actually means.

Feature	Human virtual receptionist	AI receptionist
Human conversation	Yes	No
24/7 availability	Depends on service	Usually available 24/7
Handles simultaneous calls	Limited by staffing	Generally scalable
Complex judgement	Stronger	Limited
Routine questions	Yes	Yes
Appointment booking	Some providers	Many platforms
Lead qualification	Yes	Yes
Consistent responses	Depends on staff	Highly consistent when configured correctly
After-hours	May cost extra	Common feature
Setup	Provider onboarding	Software configuration
Pricing	Often per call/minute	Subscription, usage or hybrid
Human empathy	Strong	Limited

Neither model is automatically suitable for every business.

A human receptionist can be particularly useful when calls involve emotion, judgement or unusual circumstances.

An AI receptionist can be useful when the business needs high-volume, consistent and 24/7 call handling.

Some businesses can also combine the two.

Can an AI receptionist replace a virtual receptionist?

It depends on what you expect the receptionist to do.

If the main requirement is:

"I need someone to answer every call, take basic messages and deal with simple enquiries."

An AI receptionist may be able to handle much of that work.

If you need:

• Complex judgement
• Sensitive conversations
• Detailed customer relationship management
• Difficult complaints
• Highly unusual requests
• Human reassurance

a human receptionist may still be more appropriate.

A hybrid approach can also work:

AI answers → handles routine requests → transfers complex calls to a human.

This lets businesses use automation without forcing every customer interaction through AI.

How much does a virtual receptionist cost in Australia?

There is no single standard price.

Australian virtual receptionist services commonly use one of several pricing models:

Per-call pricing

You pay based on the number of calls answered.

Per-minute pricing

You pay according to the length of calls.

Monthly packages

You receive a certain amount of call coverage or usage for a monthly fee.

Hybrid pricing

You pay a monthly subscription plus additional usage when you exceed the included allowance.

Current Australian pricing guides show that human virtual receptionist services can range from relatively small monthly plans to several hundred dollars or more depending on call volume and service level. AI-based services use different pricing structures, so direct price comparisons can be misleading.

The important thing is to calculate your actual monthly cost, rather than comparing headline prices.

What affects virtual receptionist pricing?

Several factors can change the price.

Call volume

A business receiving 20 calls per month has very different requirements from one receiving 1,000.

Call length

A three-minute call and a ten-minute call can have very different costs when the provider bills by time.

After-hours coverage

Evening, weekend and public-holiday coverage may be included or charged separately.

Appointment booking

Advanced booking and scheduling may be included only in certain plans.

Call transfers

Some providers may treat transfers as a separate feature or usage type.

Industry

Healthcare, legal and other sensitive industries may require additional processes.

Integration

Connecting your receptionist service to calendars, CRMs or other software can affect setup and pricing.

A simple virtual receptionist cost example

Suppose a business receives:

200 calls per month

If a service charges a hypothetical:

$3 per call

the basic call cost would be:

200 × $3 = $600 per month

But that does not necessarily represent the complete bill.

You may also need to consider:

• Monthly subscription
• Setup fee
• After-hours charges
• Transfer charges
• Additional minutes
• Booking fees
• SMS charges
• Integration costs

This is why you should ask for the estimated total monthly cost at your actual call volume.

Is a virtual receptionist cheaper than hiring a receptionist?

It can be, but the comparison needs to be made carefully.

Hiring an employee involves more than salary.

A business may also have costs associated with:

• Superannuation
• Leave
• Recruitment
• Training
• Payroll
• Insurance
• Equipment
• Office space
• Software
• Sick leave
• Management

A virtual receptionist service shifts much of that operational responsibility to the provider.

However, a virtual receptionist does not necessarily replace everything an employee does.

An in-house receptionist may understand your business deeply, support walk-in customers, manage office tasks and coordinate internally.

So the better question is:

How much phone-handling work do I actually need?

What are the benefits of a virtual receptionist?

1. Fewer missed calls

The most obvious benefit is making sure calls are answered when your employees cannot pick up.

2. Professional first impressions

Customers receive a consistent greeting rather than immediately reaching voicemail.

3. More flexibility

Your business can have phone coverage without having someone physically sitting at the front desk.

4. Better focus for employees

Staff can concentrate on customers and core work instead of constantly interrupting tasks to answer the phone.

5. Lead capture

Important customer details can be collected even when the owner is unavailable.

6. Appointment support

Depending on the service, customers can schedule or request appointments without waiting for a callback.

7. After-hours coverage

Some services can answer outside normal business hours.

8. Scalability

Outsourced reception can be easier to scale than hiring additional employees as call volumes change.

What are the disadvantages of a virtual receptionist?

Virtual reception isn't perfect.

Less business context

An external receptionist may not understand your business as deeply as an employee.

Inconsistent handling between providers

Quality varies significantly between services.

Pricing can become complicated

Per-call and per-minute charges can make costs difficult to predict.

Limited availability

Some services offer only specific hours unless you pay for additional coverage.

Human error

A remote receptionist can misunderstand a caller or enter information incorrectly.

Privacy considerations

Your customer information is being handled by an external service, so provider security and privacy practices matter.

When should you consider a virtual receptionist?

A virtual receptionist may make sense when:

• Your business receives regular phone enquiries
• Employees frequently miss calls
• You don't need a full-time receptionist
• Calls interrupt your team's work
• You need professional call answering
• You want someone to take messages
• You need appointment support
• You want after-hours coverage
• Your business is growing

It may be less useful if almost all of your customer communication happens through email, chat or an online booking system and your phone receives very few calls.

How to choose a virtual receptionist

Don't choose one solely because it has the lowest monthly price.

Use this checklist.

1. Find out who answers

Is it:

• A dedicated human?
• A shared human answering team?
• AI?
• A combination?

2. Test the service

Make a real call before committing.

3. Ask how calls are handled

Find out what happens when:

• The caller wants a human
• The receptionist doesn't know the answer
• The caller has an urgent request
• The caller wants to book
• The caller wants to cancel

4. Check the hours

Ask whether coverage includes:

• Evenings
• Weekends
• Public holidays

5. Understand the pricing model

Ask for the total estimated cost at your actual call volume.

6. Check integrations

If you use a CRM or calendar, make sure the service works with it.

7. Review privacy

Ask where call information is stored and who can access it.

8. Check cancellation terms

Understand whether you're entering a monthly agreement or a longer contract.

Questions to ask a virtual receptionist provider

Before signing up, ask:

1. Who actually answers my calls?
2. Are calls answered using my business name?
3. Can callers request a specific team member?
4. Can you transfer calls?
5. Can you book appointments?
6. Which calendar systems do you support?
7. Can you qualify leads?
8. Can you send SMS or email notifications?
9. Are calls recorded?
10. How long are recordings retained?
11. Where is customer information stored?
12. Is after-hours coverage included?
13. How much does each additional call cost?
14. Are there setup fees?
15. Is there a contract?
16. Can I test the service before committing?

These questions can reveal differences that aren't obvious from pricing pages.

Can a virtual receptionist book appointments?

Yes, some can.

But don't assume appointment booking is included.

There is a major difference between:

Taking a booking request

and

Actually booking an available appointment.

For example:

“I'll pass your request to the team.”

is not the same as:

“Thursday at 2:30 pm is available. I've booked that appointment for you.”

If appointment booking is important, ask whether the receptionist has direct access to your calendar or booking system.

Can a virtual receptionist answer after hours?

Many services offer after-hours coverage, but the exact hours vary.

Some providers offer:

• Business-hours coverage
• Extended hours
• Weekend coverage
• 24/7 answering

Some charge extra for nights, weekends or public holidays.

Always confirm the exact coverage in your plan.

For businesses such as emergency plumbing, electrical services or other urgent trades, after-hours availability can be particularly important.

Can a virtual receptionist capture leads?

Yes.

A well-configured receptionist can collect more than a name and phone number.

For example:

A plumber

• Name
• Phone number
• Suburb
• Type of job
• Urgency
• Preferred time

A real estate agency

• Buyer/seller
• Property type
• Suburb
• Budget
• Timeframe

A dental practice

• New/existing patient
• Appointment type
• Preferred time
• Contact details

This transforms a phone call from a simple message into structured business information.

Virtual receptionist for small business

Small businesses often have a particular problem:

The owner is both the receptionist and the person doing the actual work.

A tradie might be on a job.

A consultant might be in a meeting.

A salon owner might be serving a customer.

A dentist might be with a patient.

A business owner may not want to hire someone full-time simply to answer occasional calls.

A virtual receptionist can provide another option.

Instead of paying for a full-time receptionist, the business outsources the phone-answering function.

For businesses with higher call volumes or a need for 24/7 availability, an AI receptionist can provide another model.

Virtual receptionist vs voicemail

Voicemail is passive.

A receptionist is active.

Consider two experiences.

Voicemail

“Please leave your name, number and message.”

The customer leaves a message and waits.

Receptionist

“Thanks for calling. How can I help?”

The customer gets immediate assistance.

That difference can matter when someone is calling several businesses at once.

A potential customer who reaches voicemail may decide to call someone else.

Virtual receptionist vs IVR

An IVR is the traditional automated phone menu:

“Press 1 for sales.”

“Press 2 for support.”

“Press 3 for accounts.”

A virtual receptionist is designed to have a more direct interaction with the caller.

An AI receptionist takes this further by allowing the caller to explain what they need in natural language.

IVR	Virtual receptionist	AI receptionist
Automated menu	Human	AI
Press-based navigation	Conversation	Natural-language conversation
Basic routing	Message taking	Conversation + tasks
Predictable	Flexible	Configurable
Limited interaction	Human judgement	Automated judgement within rules

Each approach can have a place.

The question is how much interaction your customers actually need.

What is an AI virtual receptionist?

The term AI virtual receptionist is increasingly used to describe software that performs receptionist tasks through an AI voice agent.

Instead of a human answering remotely, the AI answers the phone.

It can potentially:

• Answer calls 24/7
• Speak naturally
• Answer FAQs
• Capture leads
• Qualify callers
• Book appointments
• Transfer calls
• Send summaries
• Connect to calendars and CRMs

This model is becoming increasingly visible in the Australian virtual receptionist market, alongside traditional human services and hybrid models.

For a business considering an AI virtual receptionist, the key question is not whether the technology can talk.

It is whether it can reliably complete the tasks your customers actually call about.

Hello22 AI as an AI virtual receptionist

Hello22 AI is designed as a 24/7 AI voice receptionist for businesses that want calls answered without relying entirely on a human answering team.

The platform can handle tasks such as:

• Answering business calls
• Answering frequently asked questions
• Capturing customer information
• Qualifying leads
• Booking appointments
• Transferring calls
• Sending call summaries
• Connecting with calendars and business tools

For example, instead of a missed call becoming:

Missed call → voicemail → callback

the workflow can become:

Customer calls → AI answers → customer explains request → details captured → appointment booked or team notified

That distinction is particularly useful for businesses where phone enquiries are closely connected to new customers and bookings.

Hello22 AI offers a 7-day free trial, allowing businesses to test its call-handling workflow before making a longer-term decision. (hello22.ai)

Is an AI virtual receptionist right for your business?

Ask yourself five questions.

Do we regularly miss calls?

If yes, automated or outsourced answering may solve a real problem.

Do most calls involve repeatable questions?

If yes, an AI receptionist may be able to handle many of them.

Do callers need appointments?

If yes, look for calendar integration and real-time booking.

Do some calls need a human?

If yes, make sure the system supports reliable transfers or escalation.

Do we handle sensitive information?

If yes, investigate privacy, security, retention and data-processing practices before choosing a provider.

How to calculate whether a virtual receptionist is worthwhile

Start with your missed calls.

Suppose your business misses:

40 calls per month

Then estimate how many are genuine customer enquiries.

If:

40 missed calls × 30% genuine opportunities = 12 potential opportunities

you can then estimate what one new customer is worth.

For example, if the average customer generates:

$400

then:

12 × $400 = $4,800 potential customer value

This is not a promise that a receptionist will generate $4,800.

Some callers won't buy.

Some enquiries won't be suitable.

Some customers will call again.

The calculation simply helps you understand whether missed calls are a large enough business problem to justify solving.

What should you choose: virtual receptionist or AI receptionist?

Think about the type of conversations your business receives.

A human virtual receptionist may suit you if:

• Calls are unpredictable
• Customers need empathy
• Conversations require judgement
• You receive sensitive complaints
• You want a human voice
• You need nuanced customer interactions

An AI receptionist may suit you if:

• You want 24/7 coverage
• Calls are relatively predictable
• You receive high call volumes
• You need simultaneous call handling
• You want automated booking
• You want structured lead capture
• You want instant responses

A hybrid approach may suit you if:

• You want AI to handle routine calls
• You want humans available for complex enquiries
• You need after-hours coverage
• You want to reduce the workload on your reception team

There is no requirement to treat these models as mutually exclusive.

Final takeaway

A virtual receptionist is fundamentally about making sure your business remains reachable when your own team cannot answer the phone.

Traditionally, that meant a remote human receptionist answering calls for your business. Today, businesses also have AI virtual receptionists that can answer conversations, qualify leads, book appointments and connect calls automatically.

The right choice depends on your call volume, the complexity of your conversations, your budget and how much automation you actually want.

Before choosing a service, test the things that matter:

Who answers?
How quickly?
What can they do?
Can they book?
Can they transfer?
What happens after hours?
How much does it really cost?
How is customer data handled?

For businesses that want human interaction, a traditional virtual receptionist may remain useful. For businesses looking for automated 24/7 coverage, an AI receptionist such as Hello22 AI can provide another approach.

The goal isn't simply to have someone—or something—answer the phone.

The goal is to make sure the next customer gets the right response when they call.

Frequently Asked Questions

What is a virtual receptionist?

A virtual receptionist is a remote receptionist service that answers calls on behalf of your business. Traditionally, this is a human receptionist working remotely, although the term is now also used for AI-powered receptionist services.

How much does a virtual receptionist cost?

Pricing varies by provider. Human services commonly use per-call, per-minute or monthly package pricing, while AI receptionist services may use subscriptions, usage-based pricing or hybrid models. Your call volume and required features have a major effect on the total cost.

Is a virtual receptionist a real person?

Traditionally, yes. A human virtual receptionist is a real person answering calls remotely. However, some companies use “virtual receptionist” to describe AI receptionist software, so check who—or what—actually answers the phone.

Can a virtual receptionist book appointments?

Some can. Appointment booking depends on the provider, plan and integrations. If you need real-time booking, ask whether the receptionist can access your actual calendar rather than simply taking a booking request.

Can a virtual receptionist answer calls 24/7?

Some services offer 24/7 coverage, while others operate during selected hours or charge extra for after-hours service. Confirm the exact coverage before signing up.

What is the difference between a virtual receptionist and an AI receptionist?

A traditional virtual receptionist is normally a human working remotely. An AI receptionist is software that answers and handles calls automatically. Human receptionists are generally better suited to complex or sensitive conversations, while AI can provide consistent, scalable and 24/7 call handling.

Is a virtual receptionist worth it for a small business?

It can be useful if your business regularly misses calls, receives customer enquiries while staff are busy, or needs professional phone coverage without hiring a full-time receptionist. The best way to assess the value is to compare the service cost with the business opportunity represented by your missed calls.

Trusted resources

Australian Bureau of Statistics

The ABS provides current information about Australian businesses and technology adoption, including AI use.

Australian Bureau of Statistics — Characteristics of Australian Business

Office of the Australian Information Commissioner

The OAIC provides guidance on privacy considerations when organisations use commercially available AI products.

OAIC — Privacy and commercially available AI products

Australian Government Business

This resource provides practical guidance for Australian businesses on protecting customer information.

Business.gov.au — Protect your customers' information

Hello22 AI

Learn more about AI-powered call answering, appointment booking and lead capture.

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