What it does
Most chat widgets invent answers. Reply is not allowed to. It looks up your shipping policy, return window, clinic hours or catalogue notes first, then answers in your voice. If nothing in the documents matches, it says so and routes to a human — with the transcript attached.
That is the same pattern we describe in RAG chatbot vs a regular chatbot: retrieval, citation, and a stop rule. Reply is the productised version of that engine.
Where it runs
WhatsApp, Instagram, Telegram and an embed on your website. One knowledge set, four surfaces. Useful when the same questions land in every inbox — order status, store hours, “do you ship here?”, appointment rules.
For Gulf teams whose commercial thread already lives on WhatsApp, start with the regional note on WhatsApp AI agents for UAE and GCC. Custom agent work still sits under AI agent development.