Domande prima di iniziare
Scopri come funzionano gli abbonamenti, la configurazione e l'utilizzo quotidiano.
In che modo l'addetto alla reception apprende la mia attività?
Aggiungi il tuo sito web, documenti o risposte a domande guidate. Controlla le informazioni e prova una conversazione prima di consentire al tuo assistente di rispondere ai clienti.
I clienti devono scegliere una lingua?
Il tuo assistente può rispondere nella lingua utilizzata dal cliente e seguire i cambiamenti linguistici durante una conversazione. Il tuo team può utilizzare la lingua dell'area di lavoro preferita.
Cosa è incluso in un abbonamento?
Un abbonamento dà alla tua azienda accesso allo spazio di lavoro ospitato di BotMessaging. Confronta le funzionalità e le quote di ogni piano, poi scegli il periodo di fatturazione più adatto.
Di cosa ho bisogno per connettere WhatsApp?
La connessione ufficiale WhatsApp Business richiede un account aziendale Meta e un numero di telefono adeguati. È supportata anche una connessione QR separata. La procedura di configurazione e i limiti dei messaggi dipendono dalla connessione utilizzata.
Come posso iniziare?
Scegli un piano, crea il tuo account e completa il pagamento dell'abbonamento. Puoi quindi aggiungere le informazioni sulla tua attività, provare il tuo assistente e collegare i canali dei tuoi clienti. Contattaci se desideri discutere del servizio prima di iscriverti.
Which channels bring messages into the inbox?
WhatsApp Business, WhatsApp QR, Messenger, Instagram Direct, Telegram, WeChat Official e la chat del sito Web possono portare messaggi nella casella di posta condivisa. Email e SMS vengono utilizzati per campagne e invii automatizzati. Le funzionalità disponibili dipendono dal tuo account collegato e dalle regole del canale.
Can I use my own AI provider?
Sì. Il piano include una quota IA, quindi puoi iniziare senza una chiave API. Puoi anche attivare una tua chiave OpenAI, Anthropic o Google Gemini; il fornitore ti fatturerà direttamente l’utilizzo. L’abbonamento e le altre quote del piano restano validi.
L'assistente può prenotare gli appuntamenti?
Sì, con Google Calendar connesso e prenotazione abilitata. Può verificare la disponibilità, offrire un orario e chiedere al cliente di confermare con un codice di prenotazione. L'appuntamento viene confermato dopo essere stato creato con successo nel calendario. Altre richieste di appuntamento rimangono con il tuo team per la revisione.
How does product and property information stay accurate?
Il tuo assistente utilizza le informazioni sul prodotto e sulla proprietà che hai aggiunto o importato. Prezzi, stock e disponibilità possono cambiare, quindi il tuo team dovrebbe confermare dettagli incerti. Preventivi, visite e test drive necessitano della conferma della tua azienda.
Which images, documents, voice notes and videos can AI analyse?
I formati disponibili dipendono dal modello e dal canale AI. I modelli supportati possono funzionare con immagini e PDF fino a 4 MB e 20 pagine. Le note vocali e le risposte vocali richiedono l'attivazione della voce. I modelli Gemini supportati possono analizzare i video caricati fino a 4 MB e 60 secondi. Il tuo team può comunque esaminare gli allegati che l'assistente non può analizzare.
Quali post social posso programmare?
È possibile collegare Facebook, Instagram, LinkedIn, X, YouTube e TikTok. Facebook supporta testo, collegamenti e foto; Instagram supporta i post con immagini; LinkedIn e X supportano i post di testo. I caricamenti video YouTube e TikTok sono privati. Controlla il risultato di pubblicazione di ciascun account nella tua area di lavoro.
Can my team take over from AI?
SÌ. Assegna una conversazione a un compagno di squadra e metti in pausa le risposte dell'IA mentre aiuta. Possono vedere la cronologia dei messaggi, i dettagli del cliente e le note interne.
What does BotMessaging help my business do?
Bring customer conversations together, answer from your business knowledge, arrange appointments and help people find suitable products or services. Your workspace also gives your team contact records, sales follow-up, campaigns, social publishing and usage reports. The features available to you are listed with your plan.
Which kinds of business is this for?
It can support online shops, service businesses, salons, property businesses, dealerships and teams handling customer enquiries. For example, an assistant can compare products against a budget, gather the details for a quotation or help someone choose an appointment. Add the information and instructions that match how your business actually works.
Do I need to be technical to use it?
Everyday work happens in the browser: add your business information, connect accounts and manage conversations. You may need the person who manages your website to install a chat widget, or an account owner to approve a connection. API tokens and webhooks are for businesses that want a custom integration; you do not need them for ordinary inbox use.
Can I use it without a website?
Yes. You can add business information as text, documents and questions with answers, then use the messaging accounts you connect. A website is only needed if you want to install a website chat widget or import content from that site.
Does this replace my website or online shop?
Your existing website and shop can stay where they are. BotMessaging provides the workspace for conversations, business knowledge and connected tools. You are subscribing to the service, rather than buying a website template or an online store.
How should I organise more than one business or team?
Use workspaces to keep each business’s connections, knowledge and conversations together. Invite people to the appropriate workspace and review their permissions. Check your subscription’s workspace and team allowances before setting up additional businesses.
Are prices monthly or for the whole billing period?
Choose monthly or yearly billing. The yearly price covers 12 months in one payment, with the saving badge showing the discount compared with twelve monthly payments. Starter, Growth and Business currently save 10% when paid yearly. Monthly usage allowances still reset each calendar month. Check the full amount, currency and any applicable tax at checkout before you confirm.
Are there costs outside my subscription?
There can be. Messaging providers, Meta, SMS or email sending services and any AI provider you connect yourself may charge separately. Your own website or shop subscription also remains separate. Review the services you choose alongside the BotMessaging plan price.
What does the included AI allowance cover?
It lets your workspace use the platform’s configured AI service without supplying your own API key. Your plan sets the allowance and any separate limits for voice or other features. Check the usage screens to see consumption; one customer conversation is not necessarily one AI request.
What happens when I reach a plan limit?
The feature that has reached its allowance may stop accepting more work until the allowance is available again or your plan changes. Check the relevant usage screen and subscription details. For chat AI, an enabled personal provider key can be an alternative, but it does not remove other limits on the workspace.
Does using my own API key make everything unlimited?
No. Your provider bills the AI requests made with your key, while your BotMessaging subscription still controls the other features and allowances. Voice, storage, imports, contacts, team access and sending services can have their own limits. Check both your workspace usage and the provider’s account.
Where do I manage my plan and invoices?
Open the subscription and billing area in your workspace to review your plan, available changes and payment history. Available invoices can be downloaded there. Subscription payments are handled through Stripe; check the details shown before confirming a purchase or change.
Can I cancel my subscription?
You can request cancellation from your subscription settings. Read the confirmation carefully: cancellation can end paid access immediately, so do not assume access will continue until the end of the billing period. Save any records you need first, and contact support if a cancellation does not complete.
Is there a free trial or a guaranteed refund?
Do not assume a trial or refund is included. Any offer and its conditions should be shown with the plan or at checkout. Read the current Terms before paying, and contact us about a billing issue so it can be reviewed under the applicable terms and your legal rights.
What is the difference between WhatsApp Business and WhatsApp QR?
WhatsApp Business uses the official Meta connection and its account, template and messaging rules. WhatsApp QR pairs a separate session by scanning a code and needs that session to remain connected. They have different capabilities: the QR connection currently supports text-only AI replies. Choose the connection that fits your account and requirements.
Why does Facebook or Instagram ask for permissions?
The account owner needs to authorise access to the relevant business assets so the connection can receive messages and send supported replies. Follow the connector’s steps using an account with the required permissions. Revoking access or changing account permissions can interrupt the connection.
Will my normal email inbox and SMS replies appear here?
The email and SMS features described here are for campaigns and automated sends through configured sending services. Do not treat them as a replacement for a two-way email mailbox or assume every incoming SMS reply reaches the shared inbox. Check the supported behaviour of your chosen connection before planning that workflow.
How do Telegram and WeChat connections work?
Telegram uses a bot connection; WeChat uses an Official Account connection. You will need the relevant account credentials and to complete the steps shown in Connectors. The provider controls which account types, permissions and message formats are available.
What should I do if a connected account stops working?
Check the account’s connection status and the error shown in your workspace. A session may need pairing again, an expired credential may need replacing, or a provider may require fresh permission. After reconnecting, send a test message through the actual channel and check both the incoming message and reply.
Can I choose a different assistant for each channel?
Use the assistant and channel settings to connect the appropriate bot to each supported account. Give each assistant the knowledge and actions it needs, then test the accounts separately. A working website chat test does not confirm that a WhatsApp or social account has the correct permissions.
Where do website chat messages go?
Messages from a website inbox widget arrive in your shared Inbox. You can assign an assistant to that widget or keep it for your team to answer. Replies and supported attachments use the same conversation, so the customer can stay on your website.
What is the difference between website chat and a WhatsApp link widget?
Website chat opens a conversation on your site and sends it to your BotMessaging inbox. A WhatsApp link widget opens WhatsApp so the visitor can message the number you choose. The link alone does not connect that WhatsApp account to your inbox or enable AI replies.
How do I add a chat widget to my website?
Create the widget, choose its settings and copy its embed code into your website. If your website builder controls where scripts can run, use its supported custom-code area or ask your website manager. Open the published site afterwards and send a message to check that it reaches your inbox.
Can I change the widget icon, colours and position?
Yes. The widget editor lets you customise the available launcher and appearance settings and see a preview before saving. Choose an icon and colours that suit your site, then check the actual embedded widget on desktop and mobile. Website chat and WhatsApp link widgets have their own settings.
Can I use a website chat widget on several websites?
Add the permitted website origins in that widget’s settings. Include each exact HTTPS origin, such as your main domain and any separate subdomain; a page path is not an origin. Only allowed websites can open its visitor connection. The editor shows the limit on the number of websites.
Can website visitors send files and voice notes?
The website inbox widget accepts supported images, audio, video and document files, and can offer voice recording when the browser permits it. Your team can review attachments in the inbox. Whether AI can understand a file is a separate matter and depends on the model, speech settings and analysis limits.
Can a visitor return to their website conversation?
The website widget can resume a conversation in the same browser on the same website for up to 30 days from its creation, including after a page reload or navigation. Browser storage must remain available. A different device or browser, cleared storage, expiry or starting a new chat can create a separate conversation. It is not a permanent customer login.
Which AI model is used before I add my own API key?
The platform administrator chooses the provider and model for the included AI service. Your workspace uses that configured service while you have the required access and allowance. Selecting a model for your own provider changes the personal-key route when you enable it; it does not change the platform’s model for everyone else.
How do I choose a suitable model?
Review the capabilities and pricing notes in AI APIs, then choose a model available to your provider account. A smaller, lower-cost model may suit straightforward questions; complex reasoning, tools or media can need a more capable choice. Try your actual knowledge, attachments and actions before using a model with customers.
Will different AI providers use my knowledge and connected tools?
Supported providers use the same business knowledge and configured assistant actions through their own adapters. The selected model still needs to support the required tools and media. Changing providers does not grant access to an unconnected calendar or shop, and you should repeat your conversation and action tests after a change.
How do voice notes and spoken replies work with Claude, Gemini or OpenAI?
Voice needs speech processing as well as a chat model. OpenAI and Gemini have speech connections; a Claude assistant can use an explicitly configured OpenAI or Gemini speech connection. Enable voice and check the relevant credentials and allowances. Simply selecting a chat model does not turn on voice.
Can every AI model watch an uploaded video?
No. Video analysis is available through supported Gemini models and the upload limits shown by the service. A channel may allow a video attachment even when the selected AI cannot analyse it. In that case your team can review the file; choose a supported model if video understanding is part of your workflow.
What if the assistant gives an incorrect answer?
Pause its replies for that conversation and let a teammate respond. Check the source information, the assistant’s instructions and any relevant action result, then correct the cause and test again. AI can make mistakes, so keep human review for uncertain prices, sensitive decisions and commitments your business has not authorised.
Can the assistant answer when my team is offline?
An enabled assistant can handle incoming supported messages while your team is away, provided the connection, subscription and required allowances are active. It follows the knowledge and actions you configure. Make your handover instructions clear so customers know when a person needs to follow up.
What can I add to a knowledge base?
Use the available source types to add a website URL, sitemap, supported document, written text or FAQ. Choose the knowledge base your assistant should use and check that its sources have finished indexing. Give it clear business facts, policies and instructions that you are authorised to use.
What is the difference between adding a URL and a sitemap?
A URL imports the selected page. A sitemap supplies a list of pages for the crawler to discover and index within the allowed limits. The Website crawling controls manage those sources after you add them, so refresh and pause controls do not create a second, separate knowledge base.
Will the knowledge update when my website changes?
Use Refresh websites when you want to fetch changes, or choose an available automatic refresh schedule. Check the status afterwards rather than assuming the site has already been reindexed. Pausing crawling stops new crawl work; previously indexed knowledge remains available, and a failed refresh keeps the last successful content.
Does uploading to Files & Media teach the AI anything?
No. Files & Media stores files for use in your workspace and uses your storage allowance. To make a document available as business knowledge, add it through Knowledge Bases and let it index. An attachment in a customer conversation is also different from a reusable knowledge source.
Am I training a new AI model when I add documents?
The knowledge base indexes your content so the assistant can retrieve relevant information when answering. It does not create a privately trained foundation model. Keep your source material current and give the assistant clear instructions about what it should do when the available information does not answer a question.
Why might a page or document fail to import?
A website can block crawling, require a login, return an error or rely on JavaScript rendering that is not available for that source. Files can also exceed a limit or use an unsupported format. Check the source status, correct the problem and retry; you can add the important information as text or another supported source.
Can I import a whole website without limits?
Website imports have page, size and other crawl limits, as well as any allowance set by your plan. A sitemap helps discover pages but does not bypass those limits or a website’s access restrictions. Start with the pages that answer customer questions and review the results before importing more.
Which calendar is used for automatic appointment bookings?
The current appointment booking connection is Google Calendar. Connect the correct account from Calendar and choose the calendar and booking settings for your assistant. The social publishing calendar is separate and schedules posts, rather than customer appointments.
Can I control appointment hours, duration and time zone?
Set the service, available weekdays, start and end times, appointment duration and time zone in the booking settings. The assistant uses those settings with the connected calendar’s availability. Check them carefully before testing, especially if your customers are in another time zone.
When is an appointment actually confirmed?
The customer must explicitly confirm the offered slot with its booking code. The system then checks availability and attempts to create and verify the calendar event. An offered time or a conversation saying someone would like to book is not, by itself, a confirmed appointment.
What happens if a slot becomes unavailable or the calendar fails?
A slot that is no longer available should not be confirmed as booked. If the calendar result is uncertain, the request is kept for review instead of being presented as a successful booking. Your team should inspect the calendar and conversation before agreeing a time with the customer.
Can customers cancel or reschedule an existing appointment through AI?
Automatic creation of a confirmed booking does not imply automatic changes or cancellation of an existing one. Give your assistant your cancellation policy and a clear route to your team for those requests. Your team should verify the existing event and confirm any change in the connected calendar.
Which online shops can I connect?
Store connections are available for Shopify, WooCommerce and BigCommerce. Complete the connector’s permissions and import or sync the supported store information. The data and assistant actions available depend on the connector, so test the products and questions that matter to your shop.
Can the assistant help someone choose and buy a product?
Yes. The assistant can search your connected shop products or business catalogue, match customer requirements and share the relevant product links. For a connected Shopify store, enable Prepare Shopify checkout links in the assistant settings. It can then prepare a checkout link using the selected product variants and quantities. The customer reviews the cart, current stock, final price and delivery options and pays through Shopify. Creating that link does not itself create a paid order, reserve stock or make a calendar booking. Custom prices, discounts, subscription selling plans and draft-order creation are not supported by this action.
Will customers see every order or private store record?
Connecting a shop does not make all its records public. Only the supported information and actions configured for the assistant should be used in a conversation. Keep sensitive order enquiries with your team where customer verification is needed, and test the questions your business intends to handle automatically.
Can it help with property and vehicle enquiries?
Yes. Add or import the relevant catalogue records so the assistant can compare customer preferences with listing details and share suitable options. It can gather the information for a viewing or test-drive enquiry. Your business still confirms current availability and arrangements unless a configured booking is successfully completed.
Can it collect the details needed for a service quotation?
Give the assistant instructions for the questions your team needs answered, such as location, measurements, photographs, budget and preferred dates. It can collect those details in the conversation and help pass the enquiry to your team. A quotation request is not an approved price or a confirmed job.
Can several people work in the same inbox?
Invite teammates to your workspace and give them the appropriate roles and permissions. Conversations can be assigned so it is clear who is handling the customer. Check your plan’s team allowance, and review access when someone joins, changes role or leaves.
How are contacts and customer groups useful?
Contacts keep customer details organised for your team. Groups and tags help you find related contacts and choose the right audience for follow-up or a campaign. Having someone in a contact list does not by itself mean you have permission to send marketing messages.
What is the sales pipeline for?
Use the pipeline to track enquiries as they move through your sales process, such as new enquiry, follow-up, quotation and won or lost. It helps your team see what needs attention beyond the latest message. Set stages that reflect your business rather than treating every conversation as a sale.
Where can I check how the workspace is being used?
The dashboard and reports show the available conversation, campaign and AI usage information. Use the relevant report to inspect activity rather than relying on a single headline figure. Included AI allowance, estimated provider costs and charges from an account you connect yourself describe different things.
What can an automation do?
An automation follows the triggers, conditions and actions you configure. It can help route enquiries, update contact details or tags, and send supported messages through connected services. Test it with a small, controlled example and inspect its activity before using it for a wider audience.
How are Reply Rules different from the AI assistant?
Reply Rules provide a defined response for a matching trigger, which is useful when an exact message is required. An AI assistant uses conversation context, business knowledge and enabled actions to form a reply. Use rules for deliberate, predictable behaviour and test how they interact with the assistant.
What are WhatsApp Templates for?
Templates are reusable messages used with the official WhatsApp Business connection where Meta’s messaging rules require an approved template. They are useful for supported outbound messages such as reminders or follow-up. Approval, permitted content and sending windows are controlled by Meta; a template is different from a free-form AI reply.
How do I avoid sending duplicate or conflicting replies?
Review any Reply Rules, active automations and AI assistant attached to the same account. Give each a clear purpose, pause automatic replies when your team takes over, and test the actual trigger with a real channel message. Do not enable overlapping rules without checking which messages they produce.
Can I send campaigns to any contact I import?
You need permission and an appropriate reason to contact the people in your audience, as well as compliance with the sending provider’s rules. Check your audience, consent records and opt-out handling before sending. Importing a spreadsheet or finding a lead does not automatically give you marketing consent.
Does scheduling a campaign guarantee that every message is delivered?
No. Sending depends on the connected service, account permissions, approved templates where required, recipient details and provider limits. Review the campaign’s delivery and failure results after it runs. A scheduled time or accepted send request is not proof that a customer received the message.
Why are Social Accounts separate from messaging Connectors?
A connection used to publish posts serves a different purpose from one used to receive private messages. A business may need to authorise both for the same social platform. Use Social Accounts for publishing and Connectors for the supported inbox connections, then test each independently.
Is the social calendar the same as my appointment calendar?
No. The social calendar helps organise scheduled posts. Calendar and its booking settings deal with customer appointments and the connected Google Calendar. Scheduling a post does not create an appointment or reserve a booking slot.
What should I check if a social post fails?
Open the publishing result for the account and check the error. The connection may need reauthorisation, the content or media may not be supported, or the platform may impose a limit. Correct the problem and review the account’s live page before retrying so you do not post duplicates.
What should I know about customer data and privacy?
Your workspace can contain messages, contact details, attachments and business information. Only add data you are authorised to use, give teammates the access they need and tell customers how your business handles their information. Read the Privacy Policy for how the service and its connected providers process data.
Do I need API tokens to use the service?
No. API tokens are for connecting your own software to the supported BotMessaging API. Ordinary work in the inbox, knowledge base and dashboard does not require you to create one. Treat a token like a password and only give it to a trusted integration.
What are webhooks, and why would I use them?
Webhooks send supported event information to an endpoint you configure, so another system can react to activity in your workspace. They are useful for custom workflows with your own software. You need a working endpoint and should check delivery results; adding a webhook does not automatically build the receiving integration.
How can I protect access to my account?
Use a strong, unique password, enable two-factor authentication and review active sessions in your account settings. Give teammates their own access instead of sharing one login. Keep provider keys and API tokens private, and replace them if they have been exposed.
What should I do before deleting my account?
Review active subscriptions and save any records you need using the available export options or by contacting support. Cancellation and account deletion are separate steps, and deletion can remove access to your workspace. Read the Terms and Privacy Policy for the treatment of records and any retention requirements.
How do I get help with a connection or billing problem?
Use the contact page and explain what you were trying to do, the affected feature and the error you saw. Include the time and a screenshot if useful, with private information hidden. Do not send passwords, full payment details or API keys in a support message.
Can I change the language or use dark mode?
Use the language selector and theme control in the website header, and the available preferences in your workspace. Changing the interface language does not rewrite your own saved business content. Review that content separately if you want customer-facing wording in more than one language.
Are the conversations and results in the demo real customer records?
The browsing demo uses sample businesses and conversations to show the layout and how features fit together. They are examples, not promises of results for your business. Your own workspace needs your knowledge, accounts and settings, followed by tests through the connections you intend to use.
Can I connect Supabase, PostgreSQL, MySQL or MongoDB?
Yes. In Business data, connect a dedicated read-only database user, test the connection and approve the tables or collections, returned fields and assistants. Supabase uses PostgreSQL connection details. Connections require a public endpoint and valid TLS. Only information you approve for customer answers should be exposed.
Does connecting a database give the AI access to everything?
No. Saving a connection alone gives assistants no access to its tables. You approve each dataset and its fields, and choose which assistants can use it. The first version is for public business information such as products, services and availability. Private customer account records require a separate identity-verification flow and are not supported by this feature.