How Replai works
Replai is an AI customer support agent for SaaS teams. You give an Agent your product knowledge and a few rules, connect it to LINE or your website, and it answers customer questions from that knowledge. When a question needs a person, the conversation moves to your team’s inbox with its history.
Replai · AIthentic LLC Last updated
What Replai does
Replai answers routine customer questions about a software product using the documents, web pages and text you provide. It replies in the language the customer writes in, follows the rules you set, and hands the conversation to a person when it cannot answer, when the customer asks for one, or when the customer is clearly frustrated.
Your account can hold several Agents, for example one per product. Each Agent has its own knowledge, rules, tone and channel connections, and every conversation it has shows up in the same inbox your team works from.
Replai is built for conversations with your customers. It is not a wiki, an internal search tool or an analytics product for group chats.
Set up an Agent
Setting up an Agent takes a few steps in the app: create it, add knowledge, write rules, try it in the preview, connect a channel and publish. Customers only ever see the published version, so you can keep editing a draft without changing the answers they get.
- Sign in with Google. Replai creates a workspace for your team.
- Create an Agent: give it a name, add knowledge sources, and review the setup.
- Write rules in plain sentences, and pick a tone and an answer length.
- Ask test questions in the preview. The preview answers from your current draft.
- Connect a channel: a LINE Official Account or the website chat widget.
- Publish. Publishing needs at least one connected channel and an active subscription or trial.
Changes save to the draft as you type. Each publish creates a new version, and you can restore an earlier version if a change did not work out. The knowledge sources guide covers what to add first, and the channels guide covers each connection.
How an answer is produced
When a customer writes, Replai first checks the message for handoff words such as “human” or “轉接真人”. If none appear, the Agent looks for the answer in its published knowledge, applies your rules and writes a reply. If nothing in the knowledge or the rules supports an answer, it hands the conversation to your team instead of guessing.
| Setting | What you choose |
|---|---|
| Who answers first | “It answers, hands off when needed” (the default) or “People answer, it only drafts” |
| Tone | Professional, Warm or Relaxed |
| Answer length | Brief, Balanced or Detailed |
| Rules | Up to 20 rules of up to 200 characters each, written like a brief for a new teammate |
| Off-limits topics | A paragraph describing what the Agent should not discuss |
| Handoff | The conditions and words that pass a conversation to a person |
Replies follow the customer’s language. A customer who writes in Chinese gets an answer in Traditional Chinese. The human handoff guide explains each handoff condition.
Improve answers over time
Replai shows where answers fall short so you can fix the cause. The Gaps list collects questions the Agent could not answer that customers asked more than once. You can turn a real question into a test, add the missing answer as knowledge, and run the tests to see which answers changed before you publish.
- Gaps: repeated questions without an answer, so you know which document to add or update.
- Tests: saved questions you rerun against the draft; the publish step shows how many answers changed.
- Versions: every publish is kept, and an earlier version can be restored.
- Insights: handoffs and conversation outcomes over the last seven days.