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 use 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. For details on routing conversations, see AI agent routing.

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, Moveo triggers a synthetic response. This ensures that the user receives an appropriate answer even if their original message is not explicitly covered in the AI’s dialog setup.