Frequently Asked Questions

Answer: If HelperHat can't answer a customer's question using the information on your website or uploaded files, it will automatically prompt the customer to connect with a live agent. This ensures customers always have a clear path to getting the help they need.

Answer: As a team member, you can monitor all conversations between customers and HelperHat's AI in real-time from the HelperHat tab. You can open any conversation and click the "Switch to Live Support” button to assign yourself as the live agent, taking over the chat whenever needed—whether prompted by a customer or on your initiative.

Answer: HelperHat uses AI to analyze and detect spam messages or conversations. If a message is likely spam, it's automatically labeled with a clear spam tag, helping your team manage chats more efficiently.

Answer: HelperHat Tab: Contains all incoming messages where HelperHat's AI provides real-time automated support. If more help is needed, the message moves to the Inbox when switched to live support by you or another team member.

Inbox Tab: For messages needing live agent assistance after the customer interacts with HelperHat's AI. Messages are moved here when a team member takes over.

Done Tab: For messages marked as resolved by a team member. If the customer contacts you again, their message returns to the HelperHat tab for AI-powered support.

Trash Tab: For messages that won't receive live-chat support by either you, your team members, or HelperHat's AI. You can move messages back to the Inbox or delete them permanently.

Answer: Yes. Multiple team members can chat with different customers at the same time or collaborate on the same conversation simultaneously.

Answer: Yes. You and your team members can manage customer support from unlimited devices.

Answer: HelperHat or Done Tab: Customers can still continue to chat with HelperHat's AI.

Inbox Tab: The customer will need to wait until a team member responds. We recommend always marking conversations as "Done” once it's resolved to ensure customers can always get the support they need.

Answer: Once HelperHat is installed on your site, test it as a new or returning customer by clicking the HelperHat icon on the bottom-right or left corner of your website.

Answer: In the HelperHat Web, iOS, or Android app, tap the play icon () inside the TV symbol at the top right of your Home Page to test responses.

Answer: Yes. Testing counts toward your Total AI Messages usage, as we don't distinguish between customer or team member activity.

Answer: All team members are notified by email whenever a customer requests to talk to a live agent. This ensures that at least one team member can assign themselves to chat directly with the customer.

Answer: All logged-in team members receive push notifications on their devices whenever a customer requests live agent support. Once a team member self-assigns to the chat, they will continue to get real-time push notifications for each message the customer sends.

Answer: Inside your Contacts Page, tap the download icon () at the top-right to download all your contacts as a CSV file.

Answer: When chatting with a customer who has already entered their contact details, tap the more button to copy their phone or email to your clipboard quickly. You can also use the Contacts Page to access and copy contact information for individual customers.

Answer: Yes. All analytics data are collected in real-time and can be viewed from the Analytics Page using various charts and summary metrics.

Answer: We retain your personal account data even if your businesses don't have an active subscription. We may keep your account information for up to ten years after your account was last active unless you delete it or request deletion.

Answer: Go to your Account Page and tap the "Delete Personal Account” button. Before doing so, ensure you are not an admin of any business. You must either delete your business account or transfer admin rights to someone else. This action will permanently delete your personal account and all associated data, logging you out immediately. This cannot be undone.

Answer: Desktop web app or tablet app: Tap the bottom-left button showing your current business name to access the Business Picker Page .

Mobile app or mobile web app: Tap the top-left menu button, then the bottom-left button showing your current business name to access the Business Picker Page.

From the Business Picker Page, tap "Create a New Business” or the plus icon button () to start creating a new business.

Answer: Yes, each business needs its own subscription. Since HelperHat works with a website's content as its knowledge base, businesses or products on separate domains require individual subscriptions.

Answer: Go to your Account Page and tap the "Manage Subscription” button. You'll be directed to the Billing Portal, powered by Stripe, where you can review subscription details, payment history, and manage billing.

Answer: Yes! HelperHat is ideal for entrepreneurs or team members managing multiple businesses. You can easily switch between businesses from the Business Picker Page.

Answer: Go to your Account Page to update your business's name, logo, or website details anytime.

Answer: Go to your Account Page and tap "Manage Team Members” to add, edit, or remove team members. Note that only admins can manage team members.

Answer: Admins: Full control over the business account, including managing team members, updating billing details, managing subscriptions, and deleting the business account.

Agents: Can perform all business-related tasks except managing team members, updating billing, managing subscriptions, or deleting the business account.

Answer: We retain your business account data even if the subscription is inactive. This data may be retained for up to ten years after your business was last active unless you request deletion.

Answer: Go to your Account Page and tap the "Delete Business Account” button. Only admins can delete a business account. This action will permanently delete all related data, including chats, files, and customer information, and cancel the subscription immediately. This action cannot be undone.

Answer: HelperHat automatically relearns your website's content once a month. You don't need to take any action to ensure it provides the most up-to-date customer support responses.

Answer: Go to your Settings Page and tap the "Relearn Website Content” button. Since HelperHat automatically relearns your website's content monthly, this is only needed if you've made significant content changes on your website.

Answer: HelperHat supports the following file types for AI learning: txt, csv, md, json, html, htm, pdf, docx, xlsx, pptx, odp, odt, ods, xml, xsl, jpg, jpeg, png, webp, heic, gif, and avif.

Answer: If HelperHat can't locate the details it needs, it will automatically prompt the customer to "Talk to Live Agent”. This ensures customers always receive the right level of support, whether from AI or a human team member.

In some cases, HelperHat will automatically send the most relevant link from your business's website as a suggested resource to your customer. This particular message type doesn't count towards your business's total AI messages count.

Answer: Go to your Settings Page and navigate to the Live Agent Settings section. Here, you will find a switch button that allows you to enable or disable your business's live agent capability. When disabled, customers will no longer see the "Request for a Live Agent" option, and HelperHat's AI will stop suggesting customers "Tap the Live Agent button" during conversations. However, as a team member, you can still take over a customer's conversation to interact with them directly through HelperHat.

Answer: To manage the collection of your customers' contact information, go to your Settings Page and locate the Live Agent Settings section. Here, you will find switch buttons that allow you to enable or disable the requirement for customers to provide their Email, Phone Number, or both before they can request a live agent. Disabling these settings will stop HelperHat from asking your customers for their Email or Phone Number during the live agent request process.

Answer: Yes. You can change the HelperHat icon color on your website. Go to your Settings Page and tap "HelperHat Icon Color” to choose from 20 vibrant color options that match your website's design or color theme.

Answer: Go to your Settings Page and tap the "HelperHat Icon Placement” dropdown to switch the icon from the bottom-right to the bottom-left and vice-versa.

Answer: Go to your Settings Page and tap the "HelperHat Popup Message” button to create or edit a popup message next to the HelperHat icon. Customize its appearance, timing, and visibility. The popup message can be up to 64 characters long.

Answer: Go to your Settings Page and tap the "HelperHat Trusted Domains” button to set up trusted domains. Add your website's domain and subdomains to ensure your HelperHat chat service only appears on your business's authorized sites.

Answer: Go to your Settings Page and tap the "HelperHat Welcome Message” button to create or edit the welcome message displayed when customers open the chat window. There's no character limit, but a maximum of 1-2 sentences is recommended.

Answer: Yes! Custom buttons let customers access important actions quickly. These buttons redirect customers to specific links. For example, a restaurant business could link to "Order Now,” "Book a Table,” or "View Menu” custom buttons.

Answer: Go to your Settings Page and tap the "HelperHat Appearance” button to switch between System, Light, or Dark modes. System mode follows the customer's device system setting.

Answer: Go to your Settings Page and tap the "App Appearance” button to switch between System, Light, or Dark modes. This setting is saved only for your current device.

Answer: Websites protected by services like Cloudflare's Bot Fight Mode or similar systems may block HelperHat's automated scraping capabilities. Please disable these protections during onboarding to allow HelperHat to learn your website's content accurately. Re-enable them afterward to maintain your website's security.

Answer: HelperHat offers the ability to generate a QR code for your business, enabling customers to access support from physical locations such as flyers, posters, menus, brochures, and billboards. To obtain your business's HelperHat QR Code, follow these steps:

1. Navigate to your Settings Page.
2. Click on the Installation Instructions dropdown button.
3. Select the QR Code Instructions option.
4. Your business's QR code will be displayed. Click the Download button to save the image.

You can then incorporate this QR code into your marketing materials, allowing customers to quickly scan it with their smartphones and initiate a chat with your business's HelperHat for customer support.

Answer: When a customer clears their conversation history, they are fully recreated as a new customer. This allows them to talk to you with a fresh chat history and context. Their old conversations are still saved within your systems as a different customer.

Answer: All team members are notified instantly by email and push notifications whenever a customer requests to talk to a live agent. This ensures that at least one team member can assign themselves to chat directly with the customer. The customer is then prompted to wait for 5 minutes to allow time for a team member to assign themselves to the conversation and read up on the customer's conversation history. If a team member of your business doesn't respond within 5 minutes, the customer is notified that nobody is available at the moment and that someone will email them back as soon as possible.

Answer: For all AI-powered messages sent by HelperHat to a customer, the customer can tap the message once to see which webpages (if any) were used to provide the helpful customer support response.

Answer: HelperHat uses your customer's browser cookies and local storage to store details about who they are and other essential details to easily identify them at a later date. The customer is remembered easily this way and their chat history is retrieved quickly this way whenever they come back from the same device.

Answer: Your customers can tap the thumbs up or down button to quickly leave a rating to any message they receive from HelperHat's AI as well as team members of your business. This is shown clearly for every message they receive with a small prompt saying "Was this helpful?”.

Answer: Your customers can leave a rating for the conversation they had by tapping the () close button of the HelperHat chat window. Whenever they tap the () close button, they are prompted with a popup message asking them "Was this conversation helpful?” along with thumbs up and down buttons. This helps you as a business gauge better how your customer support is going.