Frequently asked questions

Getting started

Do I need a developer? No. Adding content, customizing the widget and installing it are done from the dashboard. The install step is pasting one script tag, or installing the WordPress plugin.

Do I need a credit card? No. The Free plan includes every chat feature with monthly limits of 100 AI replies and 5 knowledge sources. Voice and phone calls start on Starter at $39 a month.

How long does setup take? About ten minutes for account, knowledge, customization and install. Integrations take a few minutes each.

Answers and the agent

Where do the answers come from? Only from your knowledge base: your website, your documents, your text snippets and Q&A pairs, pages synced from Notion or Google Drive, and your published Help Center articles. The agent does not browse the internet or answer from general knowledge about your business.

Can I change how the agent sounds? Yes. The Agent instructions card on Widget Customization takes a persona and tone ("How to sound and behave") and hard rules ("Never do this"). It cannot make the agent invent answers or skip the handoff. See Agent instructions and guardrails.

Can I try the agent without spending AI replies? Yes. Test the agent on Widget Customization and Knowledge Base opens your live widget in a drawer; test chats are free and hidden from analytics and, by default, from the inbox.

What happens when it does not know? It says so and offers to bring in your team instead of guessing. See How the agent answers.

Which languages does it support? The agent replies in the language the visitor writes in, and can answer from content in any language it can read. Your widget texts (greeting, suggestions, headline) are shown as you wrote them.

Which AI models power it? OpenAI models: a fast model for replies and topic labels, and a vision-capable model for reading scanned PDFs and images.

Widget

Can I show the widget only on some pages? Yes. Add the snippet only to those pages, use the JavaScript API to control it, or on WordPress use the plugin's "Hide on these pages" setting.

Can I remove "Powered by PepoChat"? No. The small line stays on the widget on every plan; everything else about the widget, from colours and logo to the assistant's name and every label, is yours to change.

Does it slow my site down? The loader is small and asynchronous, and the chat frame loads during idle time after your page has finished, or on the first click if you turn preload off. Nothing blocks rendering.

Does it work on mobile? Yes. The window shrinks to fit small screens.

Can visitors chat without giving their email? Yes, by default. Chats start anonymous and email verification is optional. If you switch on lead capture with "Before the first message", the widget asks for an email before the first message.

Can I offer the chat without a website? Yes. Widget Setup shows a Hosted chat page link that opens your agent on its own full-page URL, for emails, QR codes and link-in-bio. See Install the widget.

Team and conversations

Do we get notified when a visitor needs a person? Yes. Every member is emailed when the agent escalates a conversation, at most once per conversation every 6 hours, with the last three messages and a link. Each member can turn it off on their Profile page.

Do visitors get an email when we reply? No. Replies appear in the chat window when they open it again in the same browser, and the launcher shows an unread badge while the window is closed. After a resolved conversation, a visitor with a verified email can email themselves the transcript. Ask for an email in your reply, switch on lead capture, or connect a helpdesk integration for time-sensitive follow-ups.

Can several people reply? Yes. Everyone on the Team page sees the inbox live, and a conversation can be assigned to one teammate from its header. Seats depend on your plan.

Does the visitor see who replied? Yes. Your replies show your display name and an avatar with your initials; the agent's replies keep the logo. Set your name on the Profile page.

Can I export conversations? Yes. Export CSV in the inbox header downloads up to 5,000 conversations for a date range, transcripts included. Contacts have their own CSV export.

Can I protect my account with two-factor authentication? Yes. Turn it on from your Profile page with any authenticator app; it also covers Google sign-ins. See Two-factor authentication.

Billing

What counts as an AI reply? One answer generated by the agent to a visitor message. Team replies, greetings and system messages do not count, and test chats are free.

How much do voice and phone calls cost? Nothing on top of your plan. Voice and phone calls are on Starter, Growth and Scale; Free has none. There are no voice credits: each started minute of a call, in the widget or on your own phone number, counts as 6 AI replies on the monthly allowance. Starter's 1,000 replies cover about 166 minutes of calls, Growth's 5,000 about 833 and Scale's 17,000 about 2,833, less whatever chat uses. A 3 minute 20 second call counts as 4 minutes, so 24 replies; calls under 5 seconds and dashboard test calls are free. Past the allowance a minute is about $0.23 (the usual $39 per 1,000 replies). Every paid plan can connect your own phone number, and your carrier bills the line itself. Details in Plans, billing and usage.

What happens at the Free plan's limit? New conversations are handed to your inbox with a friendly message until the next calendar month. Nothing fails.

Is there a yearly discount? Yes. Yearly billing is ten months' price: two months free.

Can I cancel anytime? Yes. A cancelled subscription stays active until the end of the paid period, then the workspace returns to Free with all its data.

Integrations

Which tools connect? Shopify, WooCommerce, Stripe, Zendesk, Freshdesk, Zoho Desk, HubSpot, Salesforce, Jira, Slack, Discord, Mailchimp and Zapier, plus any HTTPS API through custom actions.

Can the agent issue refunds? No, and we advise against wiring refunds or payments as actions: execution is at-least-once, so a write could rarely run twice.

Is my database exposed? No. The agent only calls the APIs you configure, with the inputs you allow, and reads only the response fields you list.

Channels

Do you support WhatsApp, Messenger or Instagram? Not today. The agent answers in the web widget, on the hosted chat page and, on the paid plans, on voice calls in the widget and calls to your own phone number; see Voice and phone calls. Watch the blog for channel announcements.

Can the agent answer phone calls? Yes, on Starter, Growth and Scale. Visitors can start a voice call in the widget, and you can connect a Twilio number or a SIP trunk so the agent answers calls to your own number, with the same knowledge base, actions and team inbox as chat. It answers calls; it does not place outbound calls. Call minutes count on your plan's allowance at 6 AI replies a minute, with no separate voice fee. See Voice and phone calls.