SoftTech AI Registry
RingCentral · RingCentral AI Receptionist

AI Receptionist (AIR)

AI Receptionist answers inbound customer phone calls and text messages in natural language, answers questions from configured business knowledge, collects caller information, and — where the corresponding skills and integrations are configured — creates or updates CRM lead records, books appointments in connected Google or Outlook calendars, sends outbound SMS, and routes or transfers live calls to people or external numbers.

Recorded characteristics

Function
AI Receptionist (AIR) receives an inbound telephone call or inbound text message, interprets the caller's intent in natural language, answers from the business knowledge it was configured with, and — where the relevant skill and integration are configured — performs an operational action. RingCentral documents the following actions: collecting caller information through customisable intake questions and creating or updating lead records in a connected CRM (Salesforce, HubSpot, Zoho); offering time slots from real-time availability in a connected Google or Outlook calendar and booking the appointment; generating a video meeting link and texting it to the caller; sending outbound SMS containing requested information, forms, instructions, links or appointment confirmations; transferring or routing the call by name, department, location, keyword or conversation context, including to external numbers, with an interaction summary attached for the receiving user; and ending the call when the caller indicates the conversation is finished. AIR can also be set as a destination for call queue overflow, after-hours and unavailable-agent routing, and can be deployed over RingCentral, cloud, on-premises or SIP PBX telephony. Voice and text are documented as two channels of the same receptionist rather than separate products. RingCentral explicitly positions AIR as a natural-language alternative to rigid IVR menus.
Data access
AIR answers from knowledge an administrator configures: the business website, FAQs, uploaded documents, business hours, services and policies. Setup can be auto-generated from a provided website URL or from a Google Business Profile listing. Administrators can upload a contact directory by CSV or Active Directory, which AIR uses to recognise known contacts. Operational data access is separate and depends on connected integrations: real-time availability in connected Google or Outlook calendars, lead records in a connected CRM, and — in the Shopify customer beta — product lookup and order lookup for the connected store. Calls handled by AIR can be automatically recorded and transcribed, and transcripts, call logs, analytics and conversational insights are available to administrators. RingCentral does not document access to arbitrary company systems beyond the configured knowledge sources and connected integrations.
Actions
Can take actions
External actions
Conditional
Human confirmation
Not required
Permission basis
Mixed
Administrative control
Documented administrator controls include: creating an AI Receptionist manually, from an existing IVR, from a business website or from a Google Business Profile; an Active / Not in use status badge; the Channels page and Connect setup step for assigning phone numbers and company call handling rules; call handling settings for business hours, closed hours and direct numbers; routing and transfer destinations including external numbers; backup call routing when AIR is unavailable or out of minutes; call queue overflow destination; skills configuration, including the Send text message skill; knowledge sources, FAQs, uploaded documents and business information; contact directory upload; CRM connection (including Salesforce custom instance URL); calendar connection; appointment-booking SMS content, including hiding the company name and adding a closing message; lead capture timing and lead email notifications; configurable personality, talking speed and response-detail presets; languages and voices; automatic call recording and caller recording opt-out behaviour; spam and robocall detection sensitivity, block log and allow list; a notification centre and usage notifications (on by default); and analytics, conversational insights and usage reporting.
Default state
Disabled
Availability
RingCentral states that AI Receptionist is available as a standalone or add-on licence for new and existing RingCentral customers in the United States and Canada, and as an add-on in the United Kingdom, Australia and the EU. General availability in the US and Canada is dated June 30, 2025 in the release notes, following controlled availability in Canada in May 2025. AIR Everywhere allows use with cloud, on-premises or SIP phone systems. Supported languages documented across release notes include English (US, UK, Australia), Spanish, Canadian and standard French, Italian, German, Portuguese and Dutch. AIR for Shopify is documented as a customer beta, and UK outbound SMS via Messente is documented as an administrator-enabled option.
Licensing
AIR is licensed separately from RingEX as a standalone or add-on licence, purchased through the Billing and Usage portal, with an included allowance of 100 minutes and additional stackable 100-minute bundles. Minute limits are operationally significant: RingCentral documents backup call routing when AIR cannot connect due to technical issues or minute limits.
External model or provider
Not established for AIR specifically. RingCentral states on the AI Receptionist page that it uses "industry recognized LLMs" and refers to its subprocessor list, but does not publicly identify a model family, version or model-selection control for AI Receptionist.
Limitations and uncertainty
Answering a question is not an action, and much of AIR's documented behaviour is conversational. External write authority exists only where the corresponding integration is connected: CRM lead creation and update is documented for Salesforce, HubSpot and Zoho, and RingCentral does not document arbitrary CRM record modification beyond lead capture and record update from caller-provided details. Appointment booking and rescheduling are documented against connected Google and Outlook calendars; appointment cancellation is not documented and is not claimed here. The Shopify integration is a customer beta documented only as product lookup and order lookup — no order creation, modification, cancellation, refund, fulfilment or payment authority is documented. Outbound SMS is documented for appointment confirmations and requested information rather than as unrestricted messaging, and UK outbound SMS requires the Messente-backed Send text message skill to be enabled per receptionist. The public product page marks parts of the integration messaging with an asterisk, so exact per-integration action scope for every connected application is not fully established from public material. Runtime credential scoping is only partly documented: AIR uses a RingCentral extension identity for telephony and SMS and administrator-configured connections for CRM and calendar, but RingCentral does not publish the precise permissions each connection is granted. Interaction history, call logs, transcripts and analytics are documented as administrator-reviewable records; RingCentral does not describe them as immutable audit logs, and retention is not established here. AIR is distinct from RingSense, RingCX, AI Quality Management and general RingEX AI features, none of which are covered by this record.

Evidence