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Frequently Asked Questions

Find answers to common questions about Chat24Plus.

General Questions​

What is Chat24Plus?​

Chat24Plus is a 24/7 AI-powered customer communication platform that helps businesses manage conversations across multiple channels from a single unified dashboard. It combines AI automation with human agent support to provide seamless customer service.

How does the free trial work?​

You get a 6-month free trial with:

  • 100 messages per month
  • All core features
  • Multi-channel integration support
  • AI chatbot training
  • Basic analytics

No credit card required. You can upgrade anytime or continue with the free plan after the trial ends (with same limits).

What happens after the free trial?​

After 6 months, you can:

  • Continue with the free plan (100 messages/month)
  • Upgrade to a paid plan for more features and capacity
  • Cancel anytime (no penalties)

Which channels are supported?​

We support 12+ channels including:

  • WhatsApp Business
  • Telegram
  • Facebook Messenger
  • Slack
  • Email (IMAP/SMTP)
  • Live Chat Widget
  • WeChat
  • Viber
  • Line
  • Zalo
  • SMS
  • And more coming soon!

AI Chatbot​

How does the AI chatbot work?​

The AI chatbot uses natural language processing to understand customer questions and provide accurate responses based on your training data. You train it by uploading documents, crawling your website, or adding Q&A pairs.

How accurate is the AI?​

Accuracy depends on the quality and quantity of training data. With proper training, most businesses achieve 80-90% accuracy. The AI continuously learns from conversations and agent corrections to improve over time.

Can the AI handle multiple languages?​

Yes! The AI supports 50+ languages. You can train it in multiple languages simultaneously, and it will automatically detect and respond in the customer's language.

What happens when the AI can't answer?​

When the AI confidence is low (below your set threshold, typically 60%), the conversation is automatically handed off to a human agent. You can also configure specific keywords that trigger immediate human handoff.

How much content can I use to train the AI?​

Training capacity depends on your plan:

  • Free: 100,000 characters (~50 pages)
  • Starter: 500,000 characters (~250 pages)
  • Business: 2,000,000 characters (~1,000 pages)
  • Enterprise: Custom/Unlimited

Pricing & Plans​

How much does Chat24Plus cost?​

Pricing varies by plan:

  • Free: $0/month (100 messages, 2 channels)
  • Starter: $29/month (1,000 messages, 5 channels)
  • Business: $99/month (10,000 messages, 15 channels)
  • Enterprise: Custom pricing (unlimited everything)

Visit chat24plus.com/pricing for detailed pricing.

What counts as a "message"?​

A message is any text, image, or file sent or received through Chat24Plus. Both inbound (from customers) and outbound (from agents/AI) count toward your limit.

Can I upgrade or downgrade my plan?​

Yes! You can change your plan anytime from the dashboard. Upgrades take effect immediately. Downgrades take effect at the start of your next billing cycle.

Do you offer annual discounts?​

Yes! Annual plans receive a 20% discount compared to monthly billing. Enterprise customers can negotiate custom terms.

Is there a setup fee?​

No setup fees. No hidden charges. You only pay for your subscription.

Integration & Setup​

How long does setup take?​

Most businesses are up and running in under 30 minutes:

  • Account creation: 2 minutes
  • AI training: 10-15 minutes
  • Channel integration: 5-10 minutes per channel
  • Widget installation: 2 minutes

Do I need technical skills to set up?​

No! Chat24Plus is designed for non-technical users. Our step-by-step guides and video tutorials make setup easy. For advanced integrations (API, webhooks), basic technical knowledge is helpful.

Can I integrate with my existing CRM?​

Yes! We integrate with popular CRMs including:

  • Salesforce
  • HubSpot
  • Zoho CRM
  • Pipedrive

Custom integrations available for Enterprise plans.

Does it work with my website platform?​

Yes! The chat widget works with any website platform:

  • WordPress
  • Shopify
  • Wix
  • Squarespace
  • Webflow
  • Custom HTML sites
  • React, Vue, Angular applications

Can I use my own phone number for WhatsApp?​

Yes, but the number cannot be already registered with regular WhatsApp. You'll need a verified Facebook Business Manager account and complete WhatsApp Business API setup.

Features & Functionality​

Can multiple agents use the same account?​

Yes! You can invite unlimited team members. Different roles available:

  • Viewer (read-only)
  • Agent (reply to conversations)
  • Manager (advanced access)
  • Admin (full access except billing)
  • Owner (complete control)

Can I customize the chat widget appearance?​

Yes! Customize:

  • Colors and theme
  • Button position
  • Logo and branding
  • Welcome message
  • Language
  • Custom CSS (Business plan+)

Does it work on mobile devices?​

Yes! We provide:

  • Responsive web dashboard
  • Native iOS app
  • Native Android app
  • Mobile-optimized chat widget

Can I see conversation history?​

Yes! Complete conversation history is stored and searchable. You can view:

  • All conversations across all channels
  • Customer interaction timeline
  • Previous support tickets
  • Internal notes from team members

How are conversations assigned to agents?​

You can configure assignment rules:

  • Round robin (even distribution)
  • Least busy (fewest active chats)
  • Skills-based (by expertise)
  • Manual assignment
  • Self-assignment (agents claim conversations)

Data & Security​

Where is my data stored?​

Data is stored in secure data centers with:

  • Encryption at rest and in transit
  • Regular backups
  • SOC 2 compliance
  • GDPR compliance
  • 99.9% uptime SLA

Is Chat24Plus GDPR compliant?​

Yes! We are fully GDPR compliant. We provide:

  • Data processing agreements
  • Right to access data
  • Right to deletion
  • Data export capabilities
  • Privacy controls

Can I export my data?​

Yes! Export options available:

  • Conversation transcripts (CSV, JSON)
  • Customer contacts (CSV)
  • Analytics reports (PDF, Excel)
  • Complete data backup (Enterprise)

What happens if I cancel my account?​

Upon cancellation:

  • You can export all your data
  • Data retained for 30 days
  • After 30 days, data permanently deleted
  • Can reactivate within 30 days without data loss

Is my API key secure?​

Yes! Security measures include:

  • Encrypted storage
  • HTTPS-only transmission
  • Rate limiting
  • IP whitelisting (Enterprise)
  • Instant revocation capability

Technical Questions​

What are the API rate limits?​

Rate limits by plan:

  • Free: 60 requests/minute
  • Starter: 120 requests/minute
  • Business: 300 requests/minute
  • Enterprise: Custom

See API Documentation for details.

Do you provide webhooks?​

Yes! Webhooks available for:

  • New message received
  • Conversation created
  • Conversation assigned
  • Conversation resolved
  • Customer feedback submitted

See Webhooks Guide for implementation.

Which programming languages are supported?​

Official SDKs available for:

  • JavaScript/Node.js
  • Python
  • PHP
  • Ruby

REST API works with any language that can make HTTP requests.

Can I run Chat24Plus on-premises?​

Enterprise plans can include on-premises deployment. Contact our sales team for custom requirements.

What's your uptime guarantee?​

We guarantee 99.9% uptime with:

Support & Help​

How can I get support?​

Multiple support channels:

  • Live Chat: Via dashboard or website
  • Email: [email protected]
  • Documentation: docs.chat24plus.com
  • Video Tutorials: youtube.com/chat24plus
  • Community: community.chat24plus.com

What are your support hours?​

  • Free Plan: Email support (24-48 hour response)
  • Starter: Email + Chat (12 hour response)
  • Business: Priority support (4 hour response)
  • Enterprise: 24/7 dedicated support (1 hour response)

Do you offer training?​

Yes! We provide:

  • Getting started guide
  • Video tutorials
  • Live onboarding sessions (Business+)
  • Dedicated account manager (Enterprise)
  • Custom training (Enterprise)

Can I request new features?​

Absolutely! Submit feature requests via:

  • Dashboard feedback button
  • Email to [email protected]
  • Community forum voting
  • Direct contact for Enterprise customers

How do I report a bug?​

Report bugs through:

  • Dashboard (Help → Report Bug)
  • Email: [email protected]
  • GitHub Issues (for API/SDK issues)

Billing & Payments​

What payment methods do you accept?​

We accept:

  • Credit cards (Visa, Mastercard, Amex)
  • Debit cards
  • PayPal (Business plan+)
  • Wire transfer (Enterprise, annual only)
  • Purchase orders (Enterprise only)

When am I charged?​

  • Monthly plans: Charged on signup date each month
  • Annual plans: Charged upfront for full year
  • Free plan: Never charged

Can I get a refund?​

All sales are final. We do not offer refunds for paid plans. Please review our [Terms & Conditions - https://chat24plus.com/terms-and-conditions] before purchasing.

How do I cancel my subscription?​

Cancel anytime from:

  1. Dashboard → Settings → Billing
  2. Click "Cancel Subscription"
  3. Select reason (optional)
  4. Confirm cancellation

Access continues until end of billing period.

Do you offer nonprofit discounts?​

Yes! Verified nonprofits receive 25% off all paid plans. Contact [email protected] with your nonprofit documentation.

Troubleshooting​

Chat widget not appearing on my website?​

Check:

  • Widget ID is correct
  • Code is placed before </body> tag
  • No JavaScript errors in browser console
  • Ad blockers are disabled for testing
  • Site uses HTTPS

AI chatbot not responding?​

Verify:

  • Chatbot is enabled in settings
  • Training data has been processed
  • Confidence threshold isn't too high
  • No conversation filters blocking responses

Messages not syncing from channel?​

Ensure:

  • Channel integration is "Connected" status
  • Webhooks are properly configured
  • Platform credentials haven't changed
  • No rate limits reached

Can't log in to dashboard?​

Try:

  • Password reset via "Forgot Password"
  • Different browser or incognito mode
  • Clear browser cache and cookies
  • Check if email is verified

Still Have Questions?​

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