Help Center & Setup Guide

🤖 What is Replio?

Replio is a 24/7 AI customer-support agent for your business. It answers your customers automatically — in their language — across WhatsApp, Telegram, Instagram, Messenger and your website, using a knowledge base you control.

• One brain, every channel. Train it once; it answers everywhere you connect.
• Never a dead end. If it can't answer or a customer asks for a human, it escalates to you and logs the chat in your Inbox.
• Grows with you. Beyond support, run giveaways, broadcasts, a Telegram shop, bookings and more.

🚀 Quick start — get live in 3 steps

1. Train your AI. Open Dashboard → Knowledge base and paste your prices, hours, policies and FAQs (or upload a document / import your website). More on this →
2. Connect a channel. Pick where your customers reach you — WhatsApp, Telegram, or the website widget.
3. Test it. In the dashboard's Try your bot box, ask a question the way a customer would. Happy? You're live.

🧠 Train your AI (Knowledge base)

Your knowledge base is what the bot knows: prices, hours, delivery, returns, policies, FAQs. It only answers from here, so it never makes things up.

1. Go to Dashboard → Knowledge base.
2. Type or paste your info in plain language, or upload a document, or import an existing website / help center in one click.
3. Click Save knowledge. Changes apply instantly across every connected channel.
4. Set your brand voice (tone, reply length, emojis) and business hours under Settings.

📲 Connect WhatsApp

Put your AI on your own WhatsApp number through Meta's free WhatsApp Cloud API. Two ways to do it — do it yourself (~10 min), or let our team set it up for you.

Option A — Do it yourself

1. Make a free Meta account & app: go to developers.facebook.com → Create App → choose Business → give it any name.
2. Add WhatsApp to the app: Add product → WhatsApp → Set up. Meta gives you a free test number to begin with.
3. Copy your 2 values from the WhatsApp → API Setup page — the Phone number ID (a long number) and the Access token (starts with EAA…).
4. Paste both into Dashboard → Channels → WhatsApp → Connect and click Connect.
5. Tell Meta where to send chats: Replio shows you a Callback URL and a Verify token. In Meta's WhatsApp → Configuration, paste both, click Verify and save, then switch ON the messages toggle. (If it's off, your bot never hears anything.)
6. Turn on sending: in Meta Business settings, add a payment method and verify your business. WhatsApp won't deliver your bot's replies until both are done — this is the step most people miss.
7. Test: from another phone, WhatsApp your number — Replio should reply. 🎉

Option B — We set it up for you

1. In the WhatsApp connect window, open "Prefer we set it up for you?"
2. Enter your business WhatsApp number (with country code) and click Request setup.
3. Our team handles the Meta side and emails you the moment it's live — usually within a day.

Why isn't my WhatsApp working yet?

Connected, but your bot isn't replying on WhatsApp? It's almost always one of these — in the order they usually trip people up:

1. No payment method on the WhatsApp account. The #1 cause — Meta accepts your messages but silently won't deliver them. In Meta Business settings → Billing / Payments, add a card and make sure it's attached to your WhatsApp account.
2. Business not verified. Until Business verification is done (Business settings → Security Center), Meta limits or blocks delivery.
3. The "messages" toggle is off. In WhatsApp → Configuration → Webhook fields, make sure messages is switched ON — otherwise your bot never receives anything.
4. Your Meta app is still in Development mode. Real messages only flow once the app is set to Live.
5. Your access token expired. The quick token lasts about 24 hours — reconnect with a fresh one, or use a permanent System User token so it never expires.

💬 Telegram — your own bot Business

A white-label bot under your brand, great for private 1:1 DMs with customers. Available on the Business plan.

1. Open @BotFather in Telegram, send /newbot, follow the prompts, and copy the token it gives you (looks like 8291…:AAH…).
2. In Dashboard → Channels → Telegram, paste the token and click Connect. We verify it and wire the webhook automatically.
3. That's it — your bot is live. DM it /id to get a chat ID for escalation alerts.

💬 Telegram — our shared bot Any plan · no setup

No BotFather, no token. Our shared bot answers in your group — instant, zero setup. Connect it in 4 steps:

1. Add @Replio_live_bot to your Telegram group.
2. Make it an admin (group → members → @Replio_live_bot → promote) so it can read and reply.
3. Send your unique link code in the group — find it on Dashboard → Channels → "Use our bot". It looks like /link ABC123. The bot replies "✅ Connected".
4. Mention the bot to ask anything, e.g. @Replio_live_bot what are your opening hours? — it answers from your knowledge base.

🌐 Website widget Ready by default

Add a chat bubble to your website. Your widget key is already set up — just paste one line.

1. Open Dashboard → Channels → Website widget and click Copy code (your key is baked in).
2. Paste it just before </body> on your site. The snippet looks like:

• On WordPress? Download our plugin from the dashboard — your key is pre-baked. Install, activate, done.
• No website? Share a direct chat link or QR code (also in the dashboard) — great for receipts, packaging, posters and in-store.
• Customize: set your brand colors and the bubble position under Customize your widget. Changes apply after a page refresh.

📸 Instagram & Messenger

Both connect through a Meta app, similar to WhatsApp. You'll paste two values, then finish a webhook.

Facebook Messenger

1. In your Meta app (developers.facebook.com) → Add product → Messenger → Set up, and connect your Facebook Page.
2. Copy your Page ID (Page → Settings → About) and a Page access token (Messenger → Settings → Generate token; EAAG…).
3. Paste both into Dashboard → Channels → Messenger → Connect.
4. Finish the webhook: paste the Callback URL + Verify token Replio shows into Meta's Messenger webhook settings, then subscribe your Page to messages.

Instagram

1. Make your Instagram a Professional account and link it to a Facebook Page (Instagram app → Settings → Account type).
2. In your Meta app, add Instagram and connect the Page.
3. Copy your Instagram account ID and the linked Page access token (EAAG…) and paste both into Dashboard → Channels → Instagram.
4. Finish the webhook in Meta's Instagram config and subscribe to messages.

🎁 Quizzes & giveaways

Reward your community in your Telegram group — raffles, quizzes, predictions or invite contests. Fund a prize, the bot runs it, and you pay the winner automatically or by hand. Find it under Dashboard → Giveaways (or the Engage quick action).

How it works

1. Pick a type & prize and create it — Raffle 🎉, Predict & win 🔮, Quiz 🧠, or Invite & win 🤝.
2. Fund it: send the prize crypto to the wallet address shown, then hit Check — the bot posts the giveaway in your group. (Or run a Free prize with no funding.)
3. Members join right in the group — 🎉 tap to enter · 🧠 answer the question · 🤝 share their invite link.
4. Hit Draw winner at the deadline. The bot picks and (if you chose auto-payout) pays the winner.

Running a quiz

• One question = quick win. The bot posts it and the first member to reply correctly wins instantly.
• Add more questions = a series. The bot posts Q1, then auto-advances on each correct answer; every correct answer scores a point, and the top scorers on the leaderboard win at the end (you set how many winners).

📣 Announcements

Broadcast to your Telegram groups — now, or scheduled for later, to all groups or a chosen few. Find it on the Dashboard → Announcements panel.

✉️ Welcome drip Starter

Automatically DM every new Telegram customer a sequence of messages — a welcome, a tip, a nudge — spaced over hours or days. It stops the moment you take over a chat.

🔗 Tracked links & QR Starter

Make a named link + QR for each place you promote — a hangtag, an ad, a poster, an event — and see how many customers each one brings in. Print the QR or drop the link anywhere.

🛒 Sell on Telegram Starter

List products priced in Telegram Stars. Customers buy in one tap — your bot sends an invoice, takes payment, and logs the order. The AI even offers a Buy button when someone asks about an item. Type /shop in your bot to see it.

👥 Paid community Starter

Charge a monthly fee in Telegram Stars for access to a private channel — VIP signals, fan club, members area. Telegram bills each member every 30 days and removes anyone who lapses.

📅 Bookings Starter

Let the bot take appointment / reservation requests in chat. Describe your services, hours and what to ask — requests land under Customers → Booking requests and you get an alert to confirm.

📥 Inbox & human takeover

Every conversation across every channel shows up in your Inbox. When a customer needs you, jump in — take over a chat and the bot stays quiet until you're done. Reply right from the Inbox and it goes back to the customer on their channel.

🚨 Escalation alerts

Get an instant Telegram ping whenever the bot escalates a chat. Set this under Dashboard → Settings → Support escalation chat ID.

1. Open your bot in Telegram and send it /id.
2. It replies Chat ID: 123456789 — paste that number into the escalation field to get alerts in your own DMs.
3. Want your whole team alerted? Add the bot to a Telegram group, send /id there, and use that number instead — group IDs start with -.

🧑‍🤝‍🧑 Team roles

Invite teammates from Settings → Team. Roles: Owner (full access incl. billing), Admin (settings, channels, team — not billing), and Agent (handles the Inbox; can't change channels or run campaigns).

💳 Plans & billing

All paid tiers include every feature and channel — they differ by message volume and team seats. Manage your plan under Dashboard → Plans.

• WhatsApp — the WhatsApp channel + knowledge base + inbox.
• Starter / Pro / Business — all channels & all features, with higher message volumes and more seats. (Your own branded Telegram bot is a Business feature.)

Pay by card, crypto (USDC), or local bank transfer, depending on your region. On Telegram & the web widget there are no per-message fees; on WhatsApp you pay Meta's conversation rates directly with no Replio markup.

🛠️ Troubleshooting & FAQ