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FAQ & Troubleshooting
Getting started
How do I try it before paying?
Get a free demo. Enter your website address and we build a live AI Chat Agent on your real content, no account or card needed. When you're happy, buy the plan you want; every plan is backed by a 14-day money-back guarantee, so it's risk-free to go live. See Getting Started.
Do I need a credit card for the demo?
No. The demo needs no card. You pay when you buy a plan, and if it's not right within 14 days, one click refunds you in full. See Money-Back Guarantee.
How long does my demo last?
7 days. After that, get a fresh demo or buy a plan to go live.
Installation
The widget isn't appearing on my site.
- Confirm the snippet is before the closing
</body>tag, not in<head>. - Confirm you used your real website ID (copy the snippet straight from the Installation tab so the ID is filled in).
- If you're testing on
localhostor a staging URL, add that origin under Settings → General → Allowed origins. - Confirm provisioning finished. See Installing the Widget.
The widget appears but clicking does nothing.
Hard refresh (Ctrl+Shift+R / Cmd+Shift+R) and confirm the page's origin is allowed. If it persists, check the browser console and contact support.
Can I test on my own computer first?
Yes. Add http://localhost:PORT under Settings → General → Allowed origins, then load your local page. See Installing the Widget.
How do I change the widget's color or position?
In the dashboard, not the code. Open your site → Settings → Appearance. See Customizing Your Agent.
Agent behavior
My agent says it doesn't know something about my business.
It only knows what's in its knowledge base. Add the info as an always-include fact or custom knowledge, make sure it's on your site and rescrape, or upload a document.
My agent gives outdated information.
Rescrape from the Knowledge tab. Your content likely changed since we last read your site.
The tone doesn't feel right.
Change it under Settings → General → Preferred tone (Friendly or Professional).
Can visitors talk to a real person?
Not live. When a question needs a human, the agent escalates and collects the visitor's contact details so your escalation contact can follow up. See Conversations & Escalations.
Knowledge base
How long does a rescrape take?
Usually a few minutes, depending on site size. The stats update when it finishes.
I've used my 3 manual full-site refreshes.
Wait for the cooldown, use a single-URL refresh for one page, or enable weekly auto-rescrape on Growth. Your allowance resets 30 days after your most recent refresh. See Knowledge Base.
Will login-protected pages be read?
No, only publicly accessible pages. Anything behind a login or blocked by robots.txt won't be indexed.
What file types can I upload?
PDF, .txt, and .md, up to 20 MB. We extract the text and discard the file.
Billing
What counts as a conversation?
One complete back-and-forth session between a visitor and your agent. See Plans, Billing & Usage.
How do I update my payment method or cancel?
Go to Billing → Manage billing to open the Stripe portal.
Why am I seeing an overage charge?
You exceeded your plan's included conversations (beyond the 10% grace buffer). The Billing page shows usage per site.
My account shows "Past Due."
A payment did not go through, so your agent has stopped answering on your site. Go to your Billing page and choose Manage billing to update your card. Your agent starts answering again automatically once the payment clears.
Account & access
I can't log in.
Use the same email and method you started with. Use Forgot password or Send magic link if locked out.
Can I have multiple users on one account?
Not yet. Multi-user is coming soon (the Team tab). Today it's one login per account.
Where's my website ID?
On the Installation tab for your site. It's the value in the data-website-id attribute of your snippet.
How do I delete my account?
From Account → Data & Privacy, with a 3-day grace period. See Privacy, Data & Security.
Still need help?
If your question isn't answered here, contact us.