Replai FAQ
Short answers to the questions teams ask before trying Replai: what it does, which channels and knowledge sources it supports, how handoff and pricing work, and what it does not do yet. Each answer links to the guide page with the details.
Replai · AIthentic LLC Last updated
What is Replai?
Replai is an AI customer support agent for SaaS teams, made by AIthentic LLC. It answers customer questions on LINE and on your website from the product documentation you give it, and passes conversations to your team in a shared inbox when a person is needed.
Read more: How Replai works
Which channels does Replai support?
LINE Official Accounts, in one-to-one and group chats, and a website chat widget are available. Messenger and Instagram are in early access. WhatsApp is not available. One Agent can serve several channels with the same knowledge and rules.
Read more: Channels
What can the Agent learn from?
Files such as PDF, Word, PowerPoint, Excel, HTML and Markdown up to 10 MB each, single web pages, websites of up to 200 pages per import, and text entries you write. Use Re-import to refresh a source after it changes.
Read more: Knowledge sources
Can we review answers before customers see them?
Yes. In “People answer, it only drafts” mode, every reply is a draft that a teammate approves, edits or rejects in the inbox. Before publishing any change, you can also try questions in the preview and rerun your saved tests.
Read more: Human handoff
How does a customer reach a person?
By asking for one, or by using a handoff word such as “human” or “轉接真人”. The Agent also hands off when it cannot answer or when the customer is clearly frustrated. Your team replies from the inbox and can return the conversation to the AI afterwards.
Read more: Human handoff
Which languages does it answer in?
The Agent replies in the language the customer writes in, and a customer writing in Chinese gets Traditional Chinese. The Replai app itself is available in Traditional Chinese and English.
Do we need a developer to set it up?
Not for LINE: you copy credentials from LINE Developers Console and paste a webhook URL. The website widget needs one script tag added to your site’s HTML. Sign-in uses a Google account.
Read more: Channels
How much does Replai cost?
Starter is NT$799 a month for 300 conversations and includes a 14-day free trial. Growth is NT$2,999 a month for 2,000 conversations. Both include every available channel and any number of Agents.
Read more: Pricing
What counts as a conversation?
One support exchange with one customer. A one-to-one chat becomes a new conversation when the customer writes again after 24 hours without messages, unless a takeover or other work is still open. A LINE group chat counts as one continuing conversation.
Read more: Pricing
What happens when we run out of conversations?
Replai warns you at 80% of the allowance. At 100%, the Agent stops replying and hands conversations to your team: customers get the handoff message, and the conversation appears in the inbox’s Needs attention view.
Read more: Troubleshooting
Can Replai create issues in Linear or GitHub?
Not yet. Connecting support conversations to your Linear or GitHub issues, and telling the customer when the engineering work reaches an outcome, is planned. It is not available on the service today.
Who do we contact with questions?
Write to [email protected]. Replai is operated by AIthentic LLC.