Common questions
Quick answers to the things people ask most.
Quick answers to what people ask most. Your Aijent will not make things up: it answers only from what you give it, and offers a callback when it cannot help. Setup takes about eight minutes. Starter and Aijent Relay both include a 14 day free trial with no credit card. If your Aijent is not appearing, it is nearly always that the website has not been added or the Aijent is switched off.
About your Aijent
Will it make things up? No. It answers only from the knowledge you have given it. When it does not know, it says so and offers to have someone follow up. That is the point of it.
How does it know about my business? It read your website during setup, and you can add more. See your knowledge base.
Can I change how it sounds? Yes. Its name, tone, greeting and appearance are all yours. See how your Aijent looks.
Does it work on phones? Yes. It adapts to the screen automatically, with nothing to configure.
Can I have more than one? On Growth and above. Each has its own name, knowledge and install code. Only one can appear on a given page.
Getting live
How long does setup take? About eight minutes to be live and answering. See The 8-Minute Aijent.
My Aijent is not appearing. Nearly always one of three things: the website has not been added, the Aijent is switched off, or you are looking at a cached page. See troubleshooting.
Do I need a developer? No. It is one piece of code pasted into your website, and there is a guide for every major platform. See installing.
Can I try it on a staging site first? Yes, but add that address as a separate website. A staging address is a different website as far as your Aijent is concerned.
Meetings and leads
Will it book meetings I am not available for? No. It reads your real calendar and only offers times inside the working hours you set.
What if somebody wants a person? Your Aijent takes their details and passes them to your team. On a sales Aijent that is a callback; on Relay it is an escalation.
Where do leads end up? Two places:
- Your CRM, if one is connected
- Your dashboard, always
Something is not reaching my CRM. A booking syncs immediately. Someone who only left an email can take around 25 minutes. See the guide for your CRM under integrations.
Screening
Can I stop it booking people I cannot help? Yes, two ways. Visitor Screening is a judgement about fit. SureGate enforces firm rules such as a minimum size.
Can a visitor talk their way past SureGate? No. Your Aijent is never told your thresholds, so there is nothing to negotiate towards. The decision is made by the server afterwards.
What does somebody who is turned away actually experience? If they never ask to book, nothing at all. They get a helpful conversation. If they do ask, they get a warm message about who you do serve, which never mentions the rule they missed.
Plans and billing
How does the free trial work? Starter and Aijent Relay both include 14 days with no credit card. See trials, plans and billing.
What happens at the end of the trial? If you have not added a card, it simply ends and nothing is charged. To keep going, add your card before then.
What happens if I hit my conversation limit? On a paid plan your Aijent keeps working and extra conversations are charged. On Relay nothing extra is charged. During a trial it stops answering.
What counts as a conversation? One visitor's session, not one message. Your own testing counts too.
How do I change plan? From your billing page. See compare plans.
Your data
Where is my data held? Your database is in Australia. See security.
Is my visitors' conversation data safe? Conversations are stored against your account only. Your connected accounts are encrypted and never exposed to a browser.
What happens if I cancel? Your account stays recoverable for about six weeks, then everything is permanently deleted.
I have a security questionnaire to fill in. Get in touch with what has been asked and we will answer it directly.
Still stuck?
Get in touch. If it is about a specific conversation, the date and the visitor's email address will help us find it quickly.