How Replai works

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.

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.

1. Sign in with Google. Replai creates a workspace for your team.
2. Create an Agent: give it a name, add knowledge sources, then ask it a question to try it.
3. Write rules in plain sentences, and pick a tone and an answer length.
4. Ask test questions in the preview. The preview answers from your current draft.
5. Connect a channel: a LINE Official Account or the website chat widget.
6. 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; if a change did not work out, use Restore to draft on an earlier version and publish again. The knowledge sources guide covers what to add first, and the channels guide covers each connection.

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.

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.

Replai shows where answers fall short so you can fix the cause. Unanswered questions lists what the Agent could not answer over the last 7 days, with similar wordings counted as one question. 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.

• Unanswered questions: what customers asked that your knowledge has no answer for, 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 to the draft and published again.
• Overview: the Agent’s Overview shows handoffs and conversation outcomes over the last 7 days.