Replay

Overview

The Replay action allows you to send a message on behalf of the user within a conversation. You can choose to replay the user's last message or define a custom one. This message is visible only in the conversation logs and the live chat (if applicable).

Use Cases

Routing Conversations

Since replayed messages are treated as user messages, you can leverage this action to match conditions in rules. This allows you to route the conversation to a different AI Agent, escalate it to a human agent, or trigger another action within the rules system. See this guide for details on routing conversations.

Triggering a Synthetic Response

If the replayed message (whether the last user message or a custom one) does not match any intent, but your AI Agent has Knowledge enabled, a synthetic response will be triggered. This ensures that the user receives an appropriate answer even if their original message is not explicitly covered in the AI’s dialog setup.