Channels: LINE Official Account and website chat

Each channel connection belongs to one Agent. The Agent uses the same knowledge and handoff settings on every channel; rules apply to all channels by default, and each can be set to Only in one channel. 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.

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.

1. In LINE Developers Console, open your Messaging API channel, or create one.
2. Copy the Channel ID and Channel Secret from Basic settings, and issue or copy the channel access token on the Messaging API tab.
3. Paste them into the LINE connection form in Replai. Credentials are encrypted at rest.
4. Copy the webhook URL Replai shows, paste it into Webhook URL, turn on Use webhook, and select Verify.
5. 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.
6. To use the Agent in groups, allow the bot to join group chats in the Messaging API settings.

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.

A reply sent within about 50 seconds of the customer’s message is free on LINE. Anything sent later, such as a slow Agent answer or a teammate’s reply some time after a handoff, goes out as a LINE push message and counts toward your LINE Official Account plan’s monthly allowance. The channel page shows that usage.

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.replai.tw/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 come in English and Traditional Chinese, following the page’s or the browser’s language; answers follow the visitor’s language.

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.