--- title: "Replai FAQ: channels, knowledge, handoff and pricing" url: https://replai.tw/en/faq language: en last_updated: 2026-10-01 publisher: "Replai · AIthentic LLC" --- # Before you try it, read the answers. What Replai does, which channels and knowledge sources it supports, how handoff and pricing work, and what it does not do yet. Most answers link to the guide page with the details. About Replai Setup and handoff Pricing ## About Replai ### 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. Related guide: [How Replai works](https://replai.tw/en/guide/how-it-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. Related guide: [Channels](https://replai.tw/en/guide/channels) ### What can the Agent learn from? PDF, Word, Excel and Markdown files up to 10 MB each, single web pages, websites of up to 200 pages per import, Google Drive, GitHub repositories, and text entries you write. Use Re-import to refresh a source after it changes. Related guide: [Knowledge sources](https://replai.tw/en/guide/knowledge-sources) ### 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. ### 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 [hello@replai.tw](mailto:hello@replai.tw). Replai is operated by AIthentic LLC. ## Setup and handoff ### 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. Related guide: [Channels](https://replai.tw/en/guide/channels) ### 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. Related guide: [Human handoff](https://replai.tw/en/guide/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. Related guide: [Human handoff](https://replai.tw/en/guide/human-handoff) ## Pricing ### 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. Related guide: [Pricing](https://replai.tw/en/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. Related guide: [Pricing](https://replai.tw/en/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. Related guide: [Troubleshooting](https://replai.tw/en/guide/troubleshooting) ### Does the trial need a credit card? Yes. Starting Starter’s 14-day free trial takes a credit card on the billing page. Cancel within 14 days and you are not charged; after the trial, the plan bills monthly. Related guide: [Pricing](https://replai.tw/en/pricing)