FAQ
Frequently asked questions
Everything you need to know about HelpChatly.
Getting Started 4
How quickly can I get started?
Most businesses are live in under five minutes. Create your account, add a few pieces of business knowledge, then paste one line of code onto your website. No developers, no lengthy onboarding.
Do I need technical skills to install the widget?
Not at all. If you can copy and paste a single line of code before your site's closing body tag, you're done. We also provide step-by-step guides for popular platforms.
Does it work on my platform?
Yes. If you can add a snippet of code to your site it works — WordPress, Shopify, Wix, Webflow, Squarespace, or custom HTML. One line of code, no plugins required.
Can I customize how the widget looks?
Absolutely. Change the colors, position, launcher text, greeting, avatar and branding so the widget matches your website perfectly — all from your dashboard, no code needed.
Pricing & Billing 4
What counts as a conversation?
A conversation is a single chat thread with one visitor, no matter how many messages are exchanged within it. A visitor who returns later and starts a fresh chat counts as a new conversation. Your monthly allowance resets at the start of each billing cycle.
What happens if I hit my plan limit?
Your widget keeps working — existing chats are never cut off. As you approach a limit we notify you, and new AI replies pause gracefully while a human agent can still take over. Upgrade any time to instantly raise your limits.
Can I cancel anytime?
Yes — there are no long-term contracts. Cancel or change your plan from your dashboard in a couple of clicks, and you keep access until the end of your current billing period.
Do you offer refunds?
Every paid plan comes with a 14-day money-back guarantee. If HelpChatly isn't the right fit within the first two weeks, contact us and we'll refund you in full — no questions asked.
AI & Training 4
How does the AI learn my business?
Add your knowledge in the dashboard — upload PDFs or documents, paste website URLs, or write FAQs. The AI reads and indexes that content, then answers visitors using only your material, so replies stay accurate and on-brand.
What sources can I train the AI on?
You can train it on uploaded files (PDF, Word, text), your website content, and custom question-and-answer entries. Update your knowledge base any time and the AI re-learns instantly.
What happens if the AI doesn't know the answer?
The AI is designed to stay honest — if it can't confidently answer from your content, it says so and offers to connect the visitor with a human agent instead of inventing a response.
Can I control the AI's tone and personality?
Yes. Give the assistant a name and a custom system prompt to set its tone, personality and boundaries so it always sounds like your brand.
Live Agents 4
Can a human take over chats?
Yes. Your agents can jump into any conversation at any moment with full chat history and visitor context. The AI hands off automatically when a visitor asks for a person or when it can't confidently help.
How many agents can I add?
It depends on your plan — each tier includes a set number of agent seats, and you can upgrade whenever your team grows. You can see your seat allowance on the pricing page.
Will agents see the conversation history?
Every agent gets the full transcript plus visitor details — location, browser and the pages they viewed — so they can help immediately without asking the visitor to repeat themselves.
Can agents reply from their phone?
Yes. The agent panel is fully responsive, so your team can pick up conversations from a phone, tablet or desktop wherever they are.
Integrations 4
Does it integrate with Shopify?
Yes. Add the widget snippet to your Shopify theme and it works instantly on your storefront — perfect for answering product questions and capturing leads while you sleep.
Does it work with WordPress?
Yes. Paste the snippet into your theme or use any header-and-footer code plugin. No dedicated plugin or rebuild is required.
Do I need to install a plugin?
No plugins, ever. The widget is a single lightweight script that loads asynchronously, so it never slows your site down.
Can I use it on more than one website?
Each business workspace comes with its own widget key. If you run multiple brands or sites, contact us about the best plan for managing them.
Security & Privacy 4
Is my data secure?
Yes. All traffic is encrypted in transit, data is strictly isolated per business, and payments are processed securely by Stripe and PayPal — card details never touch our servers. You stay in full control of your content.
Are you GDPR compliant?
Yes. We only process the data needed to run your chat service, keep it isolated per business, and let you export or delete visitor data on request so you can meet your GDPR obligations.
Who can see my conversations?
Only you and the agents you invite. Each business can only ever access its own conversations — data is never shared across accounts or sold to third parties.
Can I export or delete my data?
Absolutely. You can export your conversations and knowledge base, and delete your data at any time from your dashboard. It's your data — you stay in control.
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Still have questions?
Our team is happy to help. Reach out and we’ll get back to you fast.