Frequently Asked Questions
Find answers to common questions about Replai's platform, integrations, security, and billing.
What is Replai and how does it work?
Replai is an AI-powered customer support platform. It acts as an intelligent layer over your existing customer communications, analyzing incoming queries, suggesting accurate replies to your agents, and automating routine ticket resolution to significantly reduce response times.
How accurate is the AI in suggesting replies?
Replai improves over time by learning from your approved replies, knowledge base, and ticket history. Agents can review, edit, and approve every suggestion before it reaches customers.
Can I integrate Replai with my existing ticketing system?
Yes. Replai is designed to connect with existing support workflows through API access, webhooks, and common team integrations.
How secure is my customer data with the AI?
Customer data is protected with encrypted transport, controlled access, and role-based permissions. Sensitive operational data stays governed by your workspace settings.
What languages does the smart reply feature support?
Smart replies can support multiple languages depending on your configured knowledge base and customer communication history.
Is there a limit to how many agents I can add?
Agent limits depend on your selected workspace plan. Teams can scale seats as support volume grows.
How long does it take to train the AI on our past tickets?
Most workspaces can start with useful suggestions quickly after importing knowledge base content and historical tickets. Larger datasets may take longer to process.
What happens if the AI cannot answer a customer's question?
Replai routes the ticket to a human agent and preserves the full context so your team can respond without losing time.
How do external systems create tickets in Replai?
Your product can create tickets through the public REST API using an API key. Replai stores the ticket, associates it with the correct customer, and can trigger AI analysis and webhook events.
Does Replai support webhooks?
Yes. Webhooks can notify your systems when important ticket events happen, such as ticket creation. Delivery records and retries help keep integrations reliable.
How does Replai keep tenant data separated?
Workspace data is scoped by organization, so each customer, ticket, API key, webhook, and user record belongs to the correct tenant.
How should API keys be handled?
API keys should only be used from secure server-side environments. Avoid exposing secret keys in client-side code, public repositories, or shared screenshots.
Do I need to choose a plan before scheduling a demo?
No. The demo request helps the team understand your support workflow first, then recommend the right setup for your team size and integration needs.
Can pricing change based on usage?
Pricing can depend on support volume, number of agents, integration scope, and AI usage. The team can map the right package during the demo conversation.
Still have questions?
Can't find the answer you're looking for? Our friendly team is ready to help you out.