Side by side
The table compares a shared inbox, where teammates write every reply, with Replai on the questions that decide the choice for a small SaaS team: who replies first, where answers come from, what happens outside working hours, how a person gets involved and what it costs.
| Shared inbox | Replai | |
|---|---|---|
| First reply | A teammate | The Agent, or a draft a teammate approves in draft mode |
| Where answers come from | Memory, saved replies, searching the docs | Your published knowledge sources and rules |
| Outside working hours | Messages wait until someone is back | Questions your knowledge covers get an answer; the rest wait for your team |
| The same question again | Answered by hand each time | Answered from the same source; Unanswered questions shows what is missing |
| Reaching a person | Every message already reaches a person | On request, when it cannot answer, or when the customer is frustrated, with the history |
| LINE group chats | Someone watches each group | A group mode decides when it speaks: Silent, Mention Only, Keyword or Smart Reply |
| Cost | Team time | A monthly plan with a conversation allowance, see pricing |
Shared inbox compared with Replai
First reply
- Shared inbox
- A teammate
- Replai
- The Agent, or a draft a teammate approves in draft mode
Where answers come from
- Shared inbox
- Memory, saved replies, searching the docs
- Replai
- Your published knowledge sources and rules
Outside working hours
- Shared inbox
- Messages wait until someone is back
- Replai
- Questions your knowledge covers get an answer; the rest wait for your team
The same question again
- Shared inbox
- Answered by hand each time
- Replai
- Answered from the same source; Unanswered questions shows what is missing
Reaching a person
- Shared inbox
- Every message already reaches a person
- Replai
- On request, when it cannot answer, or when the customer is frustrated, with the history
LINE group chats
- Shared inbox
- Someone watches each group
- Replai
- A group mode decides when it speaks: Silent, Mention Only, Keyword or Smart Reply
Cost
- Shared inbox
- Team time
- Replai
- A monthly plan with a conversation allowance, see pricing
When a shared inbox is enough
If a handful of messages arrive each week, most questions concern one customer’s account, or every reply needs a judgment call, people answering directly is the simpler choice. Replai’s draft mode sits in between: teammates still send every reply, but start from a draft written from your documentation.
When an AI support agent helps
An AI support agent pays off when the same questions keep arriving, when the answers already exist in your docs or help center, and when customers write outside your working hours. It works best when one person on the team owns the knowledge and reviews Unanswered questions regularly.
Moving from an inbox to Replai
Start in draft mode on one channel. Your team keeps sending every reply while the drafts show how well the knowledge covers real questions. When drafts rarely need edits, let the Agent answer first and hand off when needed. Customers keep writing on the same channel throughout.
- Add the documents and pages your team already pastes into replies.
- Save the questions you get most often as tests.
- Connect one channel with the Agent in “People answer, it only drafts” mode.
- Approve, edit or reject drafts in the inbox for a week or two.
- When drafts rarely need edits, switch to “It answers, hands off when needed”.
- Check Unanswered questions and add the answers that are missing.
Keep reading
- How Replai worksReplai answers customers from your product knowledge and hands off to a person when needed. Setup steps, answer settings and ways to improve answers.
- Human handoffWhen Replai hands a conversation to a person, the two reply modes, each handoff condition and its default, and what your team and customers see.
- PricingStarter: NT$799 a month, 300 conversations, 14-day free trial. Growth: NT$2,999 a month, 2,000 conversations. How conversations are counted.
Replai · AIthentic LLC Last updated