AI front desk
Cost & models
Which AI powers the assistant, what it costs, and what happens if it is unavailable — in plain words.
Which AI
Tornaly uses a large language model from OpenAI by default (GPT-6 Sol). Anthropic’s Claude is supported as an alternative. Clients’ messages are sent to the AI provider to write replies; with OpenAI, we ask for them not to be stored by the provider. Voice notes are turned into text by OpenAI too.
What it costs you
The AI front desk comes with the Front Desk plan, which includes 400, plus 200 per extra person AI conversations a month. An AI conversation is everything with one client over 24 hours where the AI replied at least once. See Texts and AI conversations.
When the month’s AI conversations are used up, chats continue with tap-to-book buttons, unless you turn on keep going.
For the curious, measured on our test conversations: about 1.3¢ of AI time per conversation with GPT-6 Sol, and about 0.08¢ with the smaller GPT-6 Luna.
Daily limits
On top of the monthly allowance, two daily limits keep a runaway chat (or a bot) from using it up. Change them in Settings → Assistant → Limits (advanced) (Owner and Manager). Both count the last 24 hours.
| Limit | Default | Options | When it’s reached |
|---|---|---|---|
| One conversation | About 50 replies | About 15, 25, 50, 100 or 250 | That chat continues in guided mode (buttons), and you’re told once a day. |
| The whole business | About 500 replies | About 125, 250, 500, 1,250 or 2,500 | Every chat continues in guided mode until usage drops — clients can still book — and you’re told once a day. |
The assistant is never paused by a limit: it switches to buttons, so no booking is lost.
If the AI is down
Replies are retried automatically. If it still fails, the client gets “Thanks for your message! A member of our team will get back to you shortly.” and the chat is flagged for your team.
How we test it
Before changes ship, the assistant is run through 91 scripted client conversations — in English, Spanish and a mix of both — covering bookings, reschedules, cancellations and tricky requests, and every reply is checked against the facts.