Troubleshooting: when the Agent does not reply or answers wrong

The Agent does not reply on LINE

Check four things in order: the Agent has been published, the webhook is set and verified in LINE Developers Console, replies are not paused, and a group chat is not waiting for an @mention. If all four hold, check whether the monthly conversation allowance has run out.

• Published: publishing needs a connected channel and an active subscription or trial.
• Webhook: the webhook URL from Replai is in Webhook URL, Use webhook is on, and Verify succeeds.
• Paused: a paused Agent keeps recording messages but does not reply.
• Groups: Mention Only is the default group mode, so the Agent replies only when @mentioned. Switch to Keyword or Smart Reply for other behavior.
• Allowance: see the Agent stopped replying mid-month below.

Customers get two replies on LINE

Two replies to one message usually mean LINE’s own auto-reply or greeting message is still on alongside Replai. In LINE Official Account Manager, set the response mode to Chatbot, then turn off auto-reply messages and greeting messages in the Messaging API settings. These settings live in LINE, not in Replai.

The widget does not appear on the website

Check that the widget is turned on for the Agent, that the embed code sits before the closing </body> tag on the page you opened, and that data-channel-id matches the code Replai shows. The installation status lists the last site that loaded the widget; if it shows nothing, the script has not run.

1. Copy the embed code again from the Agent’s widget settings.
2. Paste it before </body> on a page you can open, and publish your site.
3. Open that page in a browser, then select check again in Replai’s installation status.

An answer is wrong or out of date

Wrong answers almost always trace back to the knowledge. Find the document or page that should hold the answer. If it changed, re-import it; if the answer is missing, add it as a text entry. Save the question as a test and run the tests before you publish, so you see which answers changed.

1. Find the source that should contain the answer.
2. If the source changed, use Re-import. A published source serves the new content without another publish.
3. If the answer is missing, add it as a text entry, then publish.
4. Save the customer’s question as a test and run the test set.
5. If the Agent should not answer this kind of question at all, add it to the off-limits topics or write a rule.

A new source is not used in answers

New sources join the draft, not the live Agent. Publish the Agent to include them. Files and website imports also need time to process after upload, so wait until the source has finished importing, then ask the question in the preview before publishing.

The Agent stopped replying mid-month

When your plan’s monthly conversation allowance is used up, 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 for you to answer. Replai warns you at 80% of the allowance, and upgrading the plan raises it.

The pricing page explains what counts as a conversation and each plan’s allowance.

It hands off too often, or never

Frequent handoffs usually mean the knowledge lacks answers, so check the Gaps list first. Then review the handoff settings: remove handoff words that appear in ordinary questions, and turn off the repeated-question condition if it is on. If the Agent never hands off, make sure “It cannot answer” is on.

The human handoff guide lists every condition and its default.