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.

💡 Self-learning knowledge base Pro

Replio watches real conversations and, when it spots an answer it didn't have, suggests a new knowledge-base entry for you to approve. Nothing is ever added automatically — you stay in control.

1. Open Dashboard → Knowledge base → Suggestions. New suggestions appear as they're found in your chats.
2. Review each one — the question a customer asked and the answer Replio drafted from the conversation.
3. Tap Approve to add it to your KB in one click, Edit to tweak the wording first, or Reject to dismiss it.

📷 Image understanding Pro

Customers often send a photo instead of typing — a screenshot, a receipt, a product they want. On Pro & Business, Replio reads the image and replies about what's in it, alongside any caption.

• Works automatically on any connected channel — no setup. If a customer sends a picture, the bot looks at it and answers.
• Handy for "is this the right part?", reading an error screenshot, or identifying a product from a photo.

📲 Connect WhatsApp

Put your AI on your own WhatsApp number through Meta's free WhatsApp Cloud API. The easiest way is one click with Facebook — no tokens, no webhooks. Prefer to do it by hand, or have us do it? Those still work too.

Option A — One click with Facebook (recommended)

1. Open Dashboard → Channels → Connect WhatsApp.
2. Click Connect with Facebook (the "⚡ Connect in one step" button).
3. Follow Meta's pop-up: sign in, pick (or create) your WhatsApp Business account and number, and tap Continue to approve.

That's it — about three clicks. Replio does the rest for you automatically: it gets a permanent access token, subscribes the webhook so your messages arrive, and registers your number. No copying tokens, no Phone number ID, no Callback URL to paste.

Option B — Do it yourself (manual)

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 C — 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.

🩺 WhatsApp delivery health

Once WhatsApp is connected, your dashboard shows whether messages are actually getting through — not just a bare "connected". If Meta ever throttles or blocks your number, you'll see it here with the exact cause and how to fix it.

• Delivering ✅ — messages are flowing normally.
• Degraded ⚠️ — some messages are failing, usually a quality-rating dip or an unverified business. Check the note shown.
• Blocked ⛔ — Meta has stopped delivery. The card tells you why (no payment method, business not verified, or a policy strike) and what to do about it.

💬 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.

🏷️ White-label Telegram bot Business

Run Replio on a bot that's 100% your brand — your name, your @username, no "Replio" anywhere. Customers see only you. Available on the Business plan.

1. Create a bot in @BotFather (/newbot) with your own name & username, and copy its token.
2. Paste the token into Dashboard → Channels → Telegram and click Connect — Replio wires it up automatically.
3. Your AI now answers under your own brand. Full step-by-step is in Telegram — your own bot.

🌐 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.

🧩 WordPress plugin No code

Running WordPress? Add the chat widget to your site without touching any code — our plugin drops it in for you, with your widget key already baked in.

1. In Dashboard → Channels → Website widget, download the Replio Chat WordPress plugin (your key is pre-filled).
2. In WordPress admin, go to Plugins → Add New → Upload Plugin, choose the .zip, and click Install Now.
3. Click Activate. The chat bubble appears on every page — done.

📸 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.

🔘 Button menus

Give customers tappable buttons instead of making them type — a quick menu on WhatsApp & Telegram for your most common questions (Hours, Prices, Book, Talk to a human…). Anyone who'd rather type still gets a full AI answer.

• Add a short list of options to a knowledge-base answer and Replio renders them as native tap buttons on Telegram and WhatsApp.
• Tapping a button sends that choice back to the bot, which answers it instantly — great for a welcome menu, picking a branch/country, or routing "buy vs. support".
• Typed questions still get the full AI reply from your knowledge base, as always.

🎁 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.

🌿 Bio Link Free

A free, smarter "link in bio" page at replio.live/tree/<your-slug> — all your important links in one place, plus a live AI chat bubble so visitors can ask questions right there. Perfect for your Instagram & TikTok bio.

1. Open Dashboard → Engage → Grow → Bio Link.
2. Add your links (website, WhatsApp, menu, shop, socials) and a short headline.
3. Put your page link in your social bios. Every tap is tracked, so you see what your audience clicks most.

✅ Tasks & bounties

Pay your community to get things done — post a task to your Telegram group, members do it and submit proof in DM, and you approve and pay. Great for content, referrals, translations or micro-jobs.

1. Create a task in Dashboard → Engage — describe what to do and the reward.
2. The bot posts it in your group; members accept and send their proof to the bot in DM.
3. You get each submission with Approve / Reject buttons. Approve it, then Mark paid once you've sent the reward.

🛡️ Group anti-spam & welcome

Keep your Telegram group clean and friendly on autopilot — Replio removes spam and scam messages the moment they're posted, and greets every new member.

• Anti-spam. The bot detects spam, scams and unwanted links and deletes them automatically. It must be an admin with "delete messages" rights.
• Welcome message. New members get an automatic greeting — set the wording in your dashboard.

📚 Branded Help Center Starter

Publish your own searchable help center — articles grouped by category, on a page that matches your brand, with a button back to your live chat. Built straight from the knowledge base you already wrote.

1. Open Dashboard → Help Center and organise your content into sections.
2. Preview it (drafts are free), then Publish on a paid plan to get a public link you can share or add to your site.

🛒 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.

🌐 Live Translate

Serving customers who write in another language? Live Translate turns your whole Inbox into your team's language — every incoming message and the bot's replies show up translated, and whatever you type back is translated into the customer's language automatically. Your AI already answers customers in their own language; Live Translate is for your human agents, so a one-language team can support anyone.

🚨 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).

👤 Customer CRM & contacts

Replio remembers every customer across their chats — so you build a contact list automatically. Browse who's talked to you, add notes, tag them, and export the lot.

• Auto-built. Everyone who messages any channel is saved as a contact, with their history.
• Organise. Add tags (VIP, lead, wholesale…) and private notes your team sees right in the Inbox.
• Export. Download all contacts as a CSV from Dashboard → Customers for your email tool or spreadsheet.

🔔 Notifications

Never miss a customer. Replio pings you the moment something needs attention — a new conversation, a hot lead, an escalation, or a WhatsApp delivery problem.

• Web push — browser/desktop alerts. Turn them on from the 🔔 bell in your dashboard or Inbox and allow notifications when prompted.
• Telegram — set an escalation chat ID to get instant pings in your own DMs or a team group.

📈 Daily report

Get a once-a-day summary of your customer support — how many chats, top questions, escalations and more — delivered to your Telegram or email.

1. Go to Dashboard → Settings and turn on the Daily report.
2. Choose where it lands: your Telegram (via your bot) or your email.

💳 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.

🤝 Refer & earn

Love Replio? Refer another business and earn 20% of what they pay, every month, for as long as they stay — real cash, not credit.

1. Open Dashboard → Refer & Earn and copy your unique referral link.
2. Share it. Anyone who signs up through your link is tied to you automatically.
3. Watch your earnings add up as they pay each month, and request a payout when you're ready.

Full referral program details →

🔌 API & embed access Business

On the Business plan you can plug Replio into your own systems — a programmatic API plus embeddable chat for custom integrations, internal tools, or your app.

• Use the API to send messages, pull conversations, and wire Replio into your existing workflow.
• Embed the chat wherever you need it, beyond the standard website widget.

Separately, and on any plan, Replio runs a public MCP server — add https://replio.live/mcp to ChatGPT, Claude or any MCP client and it can answer questions about Replio, demo the agent on a website, quote pricing for your country and book a call. No account and no sign-in needed.

🛠️ Troubleshooting & FAQ