Frequently asked questions about Reply2C
Last updated
In short
Reply2C is a workspace for the moderators who answer customers on WhatsApp, Instagram and Messenger: one shared inbox, AI that answers routine messages within limits you set, and routing to whoever is on shift. These are the questions buyers ask most, answered in a sentence or two each.
About Reply2C
- What is Reply2C?
- Reply2C is a workspace for the people who answer customers on chat. It puts WhatsApp Business, Instagram Direct, Facebook Messenger and a web chat into one shared inbox, routes each conversation to the moderator on shift, and lets AI answer routine messages within limits you set.
- Is Reply2C a CRM?
- No. It keeps customer profiles and order history because moderators need them to close, but Reply2C is a workspace for answering and closing on chat, not a contact database.
- Who is Reply2C for?
- Shops and service businesses whose customers order on chat rather than by email. It is designed for a team of five rather than a five-hundred-seat contact centre, with no ticket taxonomy to configure before the first reply.
- Who builds Reply2C?
- Reply2C was founded by Ahmed Sherif Nabhan, who also builds and maintains it in Egypt. It is an independent, self-funded product rather than a venture-backed company.
- How do I contact Reply2C?
- Email support@reply2c.com, or open the assistant on this site and ask. It answers product and setup questions directly.
Channels and setup
- Which channels does Reply2C connect?
- WhatsApp Business through Meta's Cloud API, Instagram Direct, Facebook Messenger and a web chat. They share one inbox, one set of routing rules and one set of AI settings. The Free plan connects one channel, Starter two, and Growth and Scale all of them.
- Can several agents answer from one WhatsApp number?
- Yes. The number is connected once through Meta's official API and every moderator answers from their own login, with live viewing and typing indicators so two people never send the same reply. The five-device limit of the WhatsApp Business app does not apply.
- Do I need the WhatsApp Business API, or is the app enough?
- You need the Cloud API. The WhatsApp Business app cannot be connected to a third-party inbox, and it caps you at five linked devices with no assignment or reporting.
- How long does setup take?
- About ten minutes for the first channel: create a workspace, link your Meta account, choose what the AI may answer, and invite your team. Most of the time is spent inside Meta's own consent screens.
- Will my WhatsApp number get banned?
- Reply2C only uses Meta's official WhatsApp Business Platform, which does not ban numbers for using it. Bans come from spam and from customers blocking or reporting a number. Reply2C shows Meta's quality and restriction warnings on the channel page so you can act early.
- Will my existing chat history move across?
- No. The Cloud API does not expose past conversations, so Reply2C starts from the first message that arrives after the connection goes live. Older threads stay in the app you used before.
AI
- Can the AI answer customers on its own?
- Yes, within four limits: an allow-list of intents it may handle, a minimum confidence score, an automatic handover when the customer sounds unhappy, and a cap on how many turns it may take. If any limit fails, the conversation goes to a person with a two-line summary.
- Does the AI replace support agents?
- No. It handles repetitive questions with a single correct answer and hands everything else over, which changes what agents spend their day on rather than how many you need.
- Does Reply2C work in Arabic and other languages?
- Yes. The AI triages and replies in the language the customer writes in, including Egyptian Arabic, and the site and the app are available in Arabic, English, German, French and Spanish, right-to-left included.
- Are my customers' conversations used to train AI models?
- No. Message text is sent to the configured model provider to classify a message or draft a reply, and is not used to train models.
Plans and pricing
- How much does Reply2C cost?
- Plans run from the permanent Free plan up through Starter, Growth and Scale. Prices are shown in your billing currency (Egyptian pounds in Egypt, euros in the euro area, US dollars elsewhere), exclude VAT, and are listed in full on the pricing page.
- Is there a free plan?
- Yes. The Free plan is permanent, not a trial, and needs no card. It includes 2 seats, 1 connected channel, AI triage and 200 conversations a month.
- Is Reply2C priced per agent?
- No. Each plan is a flat monthly price per workspace that includes a number of seats: 2 on Free, 5 on Starter, 15 on Growth and 50 on Scale. Adding an agent within your seat count costs nothing.
- What counts as a conversation, and what happens at the limit?
- A conversation is a thread with one customer on one channel, counted once in the month it starts. Conversations above the limit are not dropped: an Admin is warned and asked to upgrade, and counters reset on the first of each month.
- Does Meta charge extra for WhatsApp?
- Yes. Meta bills WhatsApp Cloud API conversations directly to your business. Reply2C does not resell them, so that cost is separate from your Reply2C plan.
- Can I change or cancel my plan?
- Yes, at any time from Settings → Billing. Upgrades and downgrades take effect immediately, and a plan change never deletes your conversation history.
Security and data
- Is Reply2C SOC 2 certified?
- No. Reply2C has completed no SOC 2 audit, holds no ISO 27001 certification or HIPAA attestation, and has not had an independent GDPR audit. The security page describes the controls that exist rather than claiming certifications.
- How is one workspace kept separate from another?
- By Postgres row-level security on every tenant table, not by a filter in application code. The database refuses rows from another workspace even if the API asks for them, and the same policies enforce the three roles: Admin, Team Leader and Agent.
- Where is my data stored?
- The API and its realtime gateway run in Frankfurt, Germany, and the Postgres database is hosted on Supabase. Channel credentials are encrypted at rest with AES-256-GCM.
- Can I delete customer data?
- Yes. An Admin can delete a customer and their conversation history from the workspace, which removes it from the database rather than hiding it from the interface.