Channels: LINE Official Account and website chat
Replai answers customers on two channels today: LINE Official Accounts, in one-to-one chats and group chats, and a chat widget you add to your website. Messenger and Instagram are in early access, and WhatsApp is not available. One Agent can serve several channels with the same knowledge, rules and handoff settings.
Replai · AIthentic LLC Last updated
Channel availability
Each channel connection belongs to one Agent. The Agent uses the same knowledge, rules and handoff settings on every channel; only the greeting and appearance differ. Conversations from every channel arrive in one inbox, so your team does not switch tools to take over a LINE chat or a website chat.
| Channel | Status | Covers |
|---|---|---|
| LINE Official Account | Available | One-to-one chats and group chats |
| Website chat widget | Available | A chat window on any site where you can add a script tag |
| Messenger | Early access | Messages to a Facebook Page |
| Early access | Direct messages | |
| Not available | No connection yet |
LINE Official Account
To connect LINE, copy the Channel ID, Channel Secret and a channel access token from LINE Developers Console into Replai, then paste Replai’s webhook URL into your Messaging API settings and verify it. Replai keeps every message the account receives, including messages it does not reply to.
- In LINE Developers Console, open your Messaging API channel, or create one.
- Copy the Channel ID and Channel Secret from Basic settings, and issue or copy the channel access token on the Messaging API tab.
- Paste them into the LINE connection form in Replai. Credentials are encrypted at rest.
- Copy the webhook URL Replai shows, paste it into Webhook URL, turn on Use webhook, and select Verify.
- In LINE Official Account Manager, set the response mode to Chatbot and turn off LINE’s own auto-reply and greeting messages, so customers do not get two replies.
- To use the Agent in groups, allow the bot to join group chats in the Messaging API settings.
| Group mode | Behavior |
|---|---|
| Silent | Keeps the group’s messages and never replies |
| Mention Only (default) | Replies only when someone @mentions it |
| Keyword | Replies when a message contains one of your trigger keywords |
| Smart Reply | Decides from the message whether it is relevant enough to answer |
A cooldown, 5 seconds by default, spaces out replies in busy groups. Welcome messages for when the bot joins a group or a new member joins are optional. Pausing the Agent’s replies keeps recording messages; disabling the channel stops intake.
The Agent’s replies to customer messages are free on LINE. Messages sent without a fresh customer message to reply to, such as a teammate’s reply some time after a handoff, go out as LINE push messages and count toward your LINE Official Account plan’s monthly allowance. The channel page shows that usage.
Website chat widget
The website widget is a chat window you add with one script tag. Turn it on for the Agent, paste the embed code before the closing </body> tag, and open a page on your site. The installation status in Replai then shows the site where the widget last loaded. Visitors do not need an account.
<script src="https://api.re-plai.com/api/v1/widget/assets/widget-loader.js" data-channel-id="YOUR_CHANNEL_ID" async></script>Replai shows the exact code for your channel, with a variant for Next.js sites.
- AI answers carry a label so visitors know they are talking to an AI; replies from your team are labeled as coming from the support team.
- A visitor’s conversation continues for 30 days in the same browser.
- Messages can be up to 4,000 characters long.
- You set the greeting, up to five suggested questions, and the lines shown when the Agent hands off to your team or fails.
- The widget’s own buttons and labels are in English; answers follow the visitor’s language.
Messenger and Instagram
Messenger and Instagram are in early access. You connect them from the Agent’s channel page by signing in with Meta. Meta limits business replies to 24 hours after the customer’s last message. When someone on your team replies between 24 hours and 7 days later, Replai sends the reply with Meta’s Human Agent tag, which Meta provides for replies from people.
Early access means the connection is available in the app while we confirm it with real traffic. Start customer conversations on LINE or the website widget, and write to [email protected] before you move traffic to Meta channels.