Frequently Asked Questions

Last Updated: May 28, 2026.

General FAQs

Answer: HelperHat is an AI-powered customer support tool that helps businesses offer reliable and affordable customer service directly from their websites.

Answer: HelperHat helps your business answer customer questions around the clock with AI, while still giving your team live-chat tools when a human needs to step in. It can reduce repetitive support work, improve response times, and keep customer conversations organized in one place.

Answer: HelperHat adds a chat experience to your website and uses your business knowledge to answer customer questions. That knowledge can include your website content, uploaded documents, the customer's current webpage, chat attachments, and optional custom data passed from your website.

Answer: Yes. HelperHat works with nearly every website or web platform that allows a JavaScript install snippet, an iframe embed, or a direct support link, including WordPress, Shopify, Wix, Squarespace, and custom-built websites.

Answer: Yes. You need an active subscription, an active trial, or access to a subscribed business team to use HelperHat with customers. If a business is not subscribed, its public website widget is not available to customers.

Answer: No. HelperHat can handle many customer conversations at the same time. AI usage is measured by AI messages, not by the number of customers who open the chat.

Answer: HelperHat is designed to answer from your business content instead of guessing. It uses your website, uploaded knowledge files, the customer's current page context, and conversation context to generate responses. You can improve accuracy by keeping your website and uploaded files current, and by relearning website content after major changes.

Answer: Yes. HelperHat is designed to support blind and screen-reader users across the web, iOS, and Android apps. Core app workflows include non-visual labels, state descriptions, and screen-reader actions for navigation, conversations, messages, attachments, and chat controls.
Getting Started & Installation FAQs

Answer: HelperHat can be installed as a floating website chat bubble, embedded as an iframe, opened through a direct chat link, or shared through a QR code. You can find these options in the Installation Instructions section on the Settings Page.

Answer: Open the Settings Page, choose Installation Instructions, and copy the install code into your website. If you do not want to use the floating widget, you can use the iframe embed, direct link, or QR code instead.

Answer: Once HelperHat is installed, open your website as a customer and click the HelperHat icon in the bottom-right or bottom-left corner, depending on your placement setting.

Answer: Use the preview button inside the HelperHat app where available, such as from Home or Settings. This opens a customer-style preview so you can test how HelperHat responds before relying on it publicly.

Answer: Yes. Test conversations use the same AI response system as customer conversations, so AI replies during testing count toward your Total AI Messages usage.

Answer: When HelperHat is installed with the website script, it can use the customer's current page URL and visible page text as conversation context. The install script extracts readable text from the current page, strips markup, and limits that page context before sending it to HelperHat. This helps HelperHat answer page-specific questions, such as questions about the product, service, article, or policy the customer is viewing.

Answer: Yes. Developers can pass custom page, product, cart, account, or workflow context into HelperHat with window.customHelperHatData. Define it before the HelperHat install script loads, keep it plain-text or Markdown-like, and avoid secrets or highly sensitive personal data. HelperHat can use that context to provide more relevant answers during that customer's conversation.

Answer: Trusted domains control where your HelperHat widget is allowed to appear. If you add domains, HelperHat only loads on matching sites. HelperHat normalizes domains, ignores a leading www., and allows matching subdomains. For example, adding example.com can allow example.com, www.example.com, and subdomains such as shop.example.com. If you leave the list empty, the install code is not restricted by domain, so adding your official domains is recommended.

Answer: Yes. Sites using the HelperHat install script can open the chat with window.openHelperHat(). You can also use the direct chat link from Installation Instructions for buttons, menus, emails, QR codes, or printed materials.

Answer: Go to the Settings Page, open Installation Instructions, and choose the QR code option. You can download the QR code and place it on flyers, menus, posters, packaging, or signs so customers can scan it and start a support chat.

Answer: Use the floating widget for normal website support because it appears on every page where the install script runs. Use an iframe when you want HelperHat embedded inside a support page or app area. Use the direct link for buttons, menus, emails, receipts, or social profiles. Use the QR code for printed materials such as menus, posters, packaging, event signs, or front-desk support cards.

Answer: The widget needs a valid HelperHat business ID, a public business profile, an active trial or subscription, and an allowed domain. If the business is not subscribed or the current website does not match your trusted domains, the install script will not show the chat bubble to customers.

Answer: Confirm the business has an active trial or subscription, the install code includes the correct businessId, the code is placed before the closing </body> tag or through your platform's custom-code area, and the current domain matches your trusted domains. Also check whether a browser extension, ad blocker, privacy blocker, content security policy, JavaScript error, cache, staging domain, or unpublished CMS change is preventing the script from loading.

Answer: Yes. You can use the same HelperHat business on multiple official domains when those sites should share the same support inbox, settings, knowledge base, and subscription. Add the official domains in Trusted Domains if you want to restrict where the widget can appear.

Answer: Use one HelperHat business per webpage. The floating widget uses a single launcher and chat surface on the page, so installing multiple HelperHat business scripts on the same page can create conflicting chat bubbles or unexpected behavior.

Answer: HelperHat is installed with an async script and opens the full chat app only when the customer opens the widget. The script still loads HelperHat resources, so every website should test the widget on important pages, especially checkout, booking, product, and landing pages.
AI Knowledge & Answers FAQs

Answer: HelperHat learns from your website content, crawlable pages, sitemap pages when available, uploaded knowledge files, and business details. During customer conversations, it can also use the customer's current webpage, messages, links, attachments, and custom website data as extra context.

Answer: For subscribed businesses, HelperHat automatically relearns website content about once a month. You can also manually relearn website content when you make important website changes.

Answer: Go to the Settings Page and tap Relearn Website Content. This is useful after major changes to your website, policies, pricing, products, services, or FAQs.

Answer: Knowledge base uploads support document and text-based files: txt, csv, md, json, html, htm, pdf, docx, xlsx, pptx, odp, odt, ods, xml, and xsl. Chat attachments support additional media types, but knowledge base uploads are limited to files where HelperHat can extract useful text.

Answer: HelperHat extracts text from supported knowledge files and uses that content to improve future AI answers. Uploaded files must be supported, readable, and smaller than 32MB.

Answer: Some pages may be unavailable to HelperHat if they are blocked by bot protections, require a login, are generated only after complex user actions, are not linked clearly from the site, or are otherwise difficult to crawl. Uploaded knowledge files and current-page context can help cover content that is not easy to crawl.

Answer: HelperHat should not guess when your business content does not contain enough information. It may ask a brief clarifying question, direct the customer to a live agent if live agent support is enabled, or clearly say it does not know if live agent support is disabled.

Answer: Yes. When HelperHat uses source webpages for an AI response, the customer can tap the AI message to see the sources that helped generate the answer.

Answer: HelperHat can use text from supported documents and can use supported image or PDF content as AI context during a conversation. Videos can be shared in chat, but they should be treated as shared conversation attachments rather than guaranteed AI-analyzed knowledge sources.

Answer: While HelperHat prepares an AI reply, it may show progress such as searching, analyzing, thinking, or writing. If an AI reply fails, it can be retried.

Answer: HelperHat can answer private order, booking, cart, plan, or account questions only when that information is provided as safe conversation context, such as through window.customHelperHatData or a customer message. HelperHat does not automatically log into your website, read private dashboards, verify identities, or look up private customer records unless your website explicitly provides the relevant safe context.

Answer: HelperHat can explain policies and guide customers through supported steps from your content. It should not claim that it completed private account actions, refunds, cancellations, bookings, password changes, shipping changes, or approvals unless your business has separately completed that action. For action requests, HelperHat can ask for the needed details, direct the customer to the right workflow, or route the conversation to live support when available.

Answer: Keep public pages clear and upload readable files that cover your common customer questions: pricing, services, products, menus, sizing, shipping, pickup, returns, refunds, booking rules, warranty terms, hours, locations, contact options, accessibility, troubleshooting, setup instructions, and edge cases. The best content is specific, current, and written the way you want customers to be answered.

Answer: Update the public page or uploaded file that should contain the answer, remove old or conflicting information, then use Relearn Website Content from Settings after major website changes. For private or page-specific details, pass safe context with window.customHelperHatData. Test from the installed widget so HelperHat receives the same current-page context your customers will have.

Answer: HelperHat uses the current conversation as context while replying in that conversation, and chat analytics can help you spot missing content. For durable knowledge that should help future customers, put the answer on your website or in an uploaded knowledge file so HelperHat can retrieve it reliably.

Answer: HelperHat uses your sitemap when one is available. If no sitemap is available, it uses a static crawler that follows links from your main website with depth and page limits. Keep your sitemap current and link important support pages clearly so HelperHat can find the content that customers are most likely to ask about.
Customer Chat Experience FAQs

Answer: Customers can send text, links, documents, images, GIFs, and supported videos. Chat attachments support txt, csv, md, json, html, htm, pdf, docx, xlsx, pptx, odp, odt, ods, xml, xsl, jpg, jpeg, png, webp, heic, heif, gif, avif, mp4, and mov. A message can include up to 8 attachments, and each attachment is limited to 32MB after processing.

Answer: Yes. HelperHat supports microphone dictation in the message composer. The recording is transcribed into text and inserted into the draft message before sending.

Answer: Yes. Customers and team members can reply to a specific message so the conversation stays clear. Reply previews can include the sender, message snippet, and related media or link details.
Answer: HelperHat detects links in messages and can show link previews. Links may also help provide useful context for the conversation when HelperHat can read them.

Answer: Yes. The message composer includes GIF search so customers and team members can send GIFs during a conversation.

Answer: HelperHat remembers returning customers through browser storage on the same device and browser. If the customer clears browser data, changes devices, or clears their HelperHat conversation history, HelperHat may create a fresh customer conversation.

Answer: When a customer clears their conversation history, HelperHat starts a fresh customer profile and chat history for that browser. The old conversation remains saved in your business history as a separate customer record.

Answer: Customers can tap thumbs up or thumbs down on eligible messages to tell you whether a response was helpful. These ratings are included in your support analytics.

Answer: When a customer closes the HelperHat chat after a conversation, they can be asked whether the conversation was helpful. That feedback helps you compare AI and live-agent support quality.

Answer: On desktop, the installed widget opens the chat in a website chat window. On mobile, HelperHat can open a full-page chat experience so the conversation has enough room to work well on smaller screens.

Answer: HelperHat accepts only supported file types and keeps chat attachments within size limits so conversations load reliably. Images may be optimized, and videos may be compressed before upload. If a file is empty, unsupported, too large after processing, or would exceed the 8-attachment message limit, the customer or team member should send a smaller supported file or split files across messages.

Answer: HelperHat asks for microphone permission only when someone uses voice input in the message composer. Voice input records speech, transcribes it into text, and places the transcript into the draft message before sending.

Answer: Yes. Customers can choose a chat language before sending their first message. HelperHat uses that language for customer-facing chat text where supported, and live-agent message translation can translate between the customer's selected language and the team member's receiving language.

Answer: HelperHat remembers returning website visitors through browser storage on the same device and browser. A customer may get a new conversation if they clear browser data, use private browsing, switch browsers or devices, block storage, or clear their HelperHat conversation history.
Live Agent Workflow FAQs

Answer: A team member can monitor AI-handled conversations and switch a customer to live support when a human should take over. HelperHat assigns that team member as the live agent and moves the conversation into the live support workflow.

Answer: The customer is asked for their name and, depending on your settings, their email address and/or phone number. Your team is notified by email and push notification, and the customer waits while a team member connects.

Answer: If no team member connects within about five minutes, the customer is told that no one is available at the moment and that someone from the business will reach out as soon as possible.

Answer: Go to the Settings Page and use the live agent setting. When live agent availability is disabled, customers will not see the live-agent request option, but team members can still take over conversations manually when needed.

Answer: Yes. In Settings, you can choose whether HelperHat asks for the customer's email address, phone number, or both before a live-agent request. The customer's name is required for live-agent requests.

Answer: Yes. Team members can support different customers at the same time, and they can collaborate on the same conversation when needed.

Answer: Yes. Team members can manage support from the web app, iOS app, Android app, and multiple devices.

Answer: Yes. A team member can choose their message language in Live Agent Settings, and customers can choose a chat language before sending their first message. HelperHat translates the actual chat messages, chat snippets, and notifications between the customer's language and the team member's language when translation is needed.

Answer: If the conversation is still in the HelperHat or Done tab, the customer can continue with AI support. If the conversation is in Inbox, the customer waits for a team member. Mark resolved conversations as Done so future customer messages can return to AI support.

Answer: Team members can receive email and push notifications when customers request live support. Once a team member is assigned to a conversation, they can receive real-time notifications for new customer messages.
Inbox, Conversations & Contacts FAQs

Answer: HelperHat: AI-handled conversations.

Inbox: conversations currently needing or receiving live-agent help.

Done: resolved conversations. Future customer messages can return to AI support.

Trash: conversations removed from the active workflow, with options to restore or delete permanently.

Answer: Team members can pin up to 10 conversations per tab. Pinned conversations stay at the top of that team member's current tab so important chats are easier to revisit.

Answer: HelperHat uses AI analysis to label likely spam, junk, scam, prompt-injection, and clearly off-topic conversations for internal team triage. Customers can still send messages, and your team can still respond. When a live agent switches the conversation to live support or sends a reply, HelperHat clears the spam label automatically.

Answer: A customer becomes a contact when they provide details during a live-agent request. Their name is required, and their email address or phone number can be required depending on your business settings.

Answer: Go to the Contacts Page and tap the download icon to export your contacts as a CSV file.

Answer: When a customer has provided contact details, you can copy their email address or phone number from the conversation or the Contacts Page and follow up outside HelperHat.

Answer: Delete Forever permanently removes a trashed conversation or customer record from the active business data. Use it carefully because permanent deletion cannot be undone from the app.

Answer: Yes. Team members can move conversations into Inbox for live support, mark conversations as Done after they are resolved, move conversations to Trash, and restore trashed conversations back into the active workflow. Delete Forever is different because it permanently deletes the trashed record.

Answer: A conversation is the chat history and workflow state for one customer. A contact is created when a customer provides contact details, usually during a live-agent request. Contacts help your team follow up outside HelperHat, while conversations keep the actual support history organized.
Customization & Settings FAQs

Answer: Yes. Go to the Settings Page and choose HelperHat Icon Color to select from 21 icon styles.

Answer: Go to Settings and use HelperHat Icon Placement to place the icon on the bottom-right or bottom-left of your website.
Answer: Go to Settings and open HelperHat Popup Message. You can set the message, choose whether it is always visible, and control when it appears and disappears.

Answer: Go to Settings and open HelperHat Welcome Message. A short welcome message works best because customers see it when they first open the chat. HelperHat can cache translated versions of this message so customers can see the welcome message in their selected chat language.

Answer: Yes. Custom buttons let customers jump to important links such as Order Now, Book a Demo, View Menu, Track Order, Pricing, or Contact Us. HelperHat saves buttons with valid URLs.

Answer: Go to Settings and use HelperHat Appearance to choose System, Light, or Dark mode for the customer chat window. System mode follows the customer's device setting.

Answer: Go to Settings and use App Appearance to choose System, Light, or Dark mode for your own device. This setting is saved locally for that device.

Answer: Yes. Custom button labels should be short because they appear inside the chat window, and HelperHat only saves buttons with valid URLs. Popup messages are best kept short because they appear beside the floating icon. Welcome messages can be multiline, can use simple bold formatting with **text**, and can include links.

Answer: Yes. In Settings, open HelperHat Popup Message and disable the popup message. The floating HelperHat chat icon can remain available even when the popup greeting is turned off.
Team, Account & Business FAQs

Answer: Go to the Account Page to update your name, profile photo, email address, or password.

Answer: Use your business email address and password on the HelperHat sign-in page. If the email already has an account, HelperHat signs you in. If the email is new, HelperHat creates an account and sends a verification email.

Answer: Request a new link from HelperHat using the same email address. Verification, password reset, and email-change links can expire or become invalid after use. If you still cannot access your account, contact HelperHat support from the Support page or email [email protected].

Answer: Open the Business Picker from the current business switcher, then tap Create a New Business or the plus button. HelperHat will guide you through business name, logo, website, files, icon, and subscription setup.

Answer: Yes. Each business needs its own subscription because each business has its own website, knowledge base, customer conversations, team access, and billing usage.

Answer: Go to the Account Page and tap Manage Subscription. The Stripe billing portal lets admins review subscription details, payment history, and billing settings.

Answer: Yes. You can switch between businesses from the Business Picker. Each business keeps its own settings, knowledge base, contacts, analytics, team, and subscription.

Answer: Go to the Account Page to update your business name, logo, or website. After major website changes, relearn website content from Settings so HelperHat has the newest information.

Answer: Admins can open Manage Team Members from the Account Page to add members, invite new users, change roles, or remove people from the business.

Answer: If the invited email already belongs to a HelperHat user, they can be added to the business directly. If not, HelperHat sends an invitation and shows the person under invited members until they join.

Answer: Admins can manage team members, billing, subscriptions, business settings, and business deletion.

Agents can handle customer support and business workflows, but cannot manage billing, subscriptions, team access, or delete the business.

Answer: Admins manage billing, subscriptions, team members, business deletion, and high-impact business settings. Agents can handle customer support workflows but should not expect access to billing, subscription, team-management, or business-deletion controls.

Answer: Mobile access is intended for team members of subscribed HelperHat businesses. If your account is not part of any subscribed business yet, ask an admin to invite you or create and subscribe a business before using HelperHat for customer support.

Answer: HelperHat may retain personal account data even if your businesses are inactive, unless you delete your account or request deletion according to HelperHat's policies.

Answer: Go to the Account Page and tap Delete Personal Account. Before deleting your personal account, make sure you are not the only admin of any business that still needs access.

Answer: HelperHat may retain business data after a subscription becomes inactive, unless an admin deletes the business account or requests deletion according to HelperHat's policies.

Answer: Admins can go to the Account Page and tap Delete Business Account. This permanently deletes related business data, including chats, files, customer information, and subscription access. This cannot be undone.
Analytics & Reporting FAQs

Answer: HelperHat tracks conversations, resolved and unresolved conversations, customer messages, AI messages, business messages, live-agent escalations, AI customer satisfaction, business customer satisfaction, spam analysis, customer sentiment, support topics, and business message quality.

Answer: Yes. Analytics are updated from support activity and can be viewed from the Analytics Page with charts and summary metrics.

Answer: Use analytics to find common topics, spot unresolved conversations, measure how often customers escalate to live agents, compare AI and team satisfaction, identify spam, and review whether team replies are clear, professional, balanced, and appropriate.

Answer: Analytics are created from actual support activity. New businesses, newly installed widgets, or businesses with few customer conversations may have little data at first. Test conversations can create activity, but the most useful analytics come from real customer messages, AI replies, live-agent replies, escalations, ratings, topics, and resolved conversations.
Billing & AI Usage FAQs

Answer: An AI message is a customer support reply generated by HelperHat's AI. Customer messages, live-agent replies, and translations of those chat messages are not AI messages. Test AI replies count because they use the same AI system as real customer support.

Answer: The standard HelperHat plan includes 1,000 AI messages each billing period. Usage above the included amount is billed as additional AI message usage based on the pricing shown on the Pricing Page.

Answer: Go to the Account Page and review Total AI Messages for the current billing period. Usage resets at the start of each new billing period.

Answer: No. Unused included AI messages do not roll over to the next billing period.

Answer: No. Messages written by your team members are live-agent messages, not AI messages. Only AI-generated replies count toward Total AI Messages.

Answer: HelperHat offers a 1-month free trial on the Universal Plan. The trial gives access to the plan's features, including the included AI messages for that billing period. Payment details are still collected through Stripe at checkout, and billing starts after the trial unless the subscription is canceled before then.

Answer: If a business no longer has an active trial or subscription, its public website widget is not available to customers. HelperHat may still retain business data according to its policies unless an admin deletes the business account or requests deletion.

Answer: HelperHat uses Stripe for secure checkout and billing. The Pricing Page explains the currently supported payment methods, trial details, additional AI-message billing, cancellation, and refund policy.
Privacy, Security & Compliance FAQs

Answer: HelperHat collects the information needed to run AI and live customer support, including account details, business details, website URLs, uploaded knowledge files, website content approved for learning, chat transcripts, customer-shared details, current-page context from the installed widget, support analytics, and payment metadata from Stripe. See the Privacy Policy for the full description.

Answer: No. HelperHat's Privacy Policy says HelperHat does not sell personal information or identifiable information to third parties. Data sharing is limited to the purposes described in the Privacy Policy, such as operating the service, processing payments, security, compliance, and service providers that help deliver HelperHat.

Answer: HelperHat may transfer, store, and process information in Canada or the United States. The Privacy Policy explains international data transfers, safeguards, and rights for users in locations such as the European Union and California.

Answer: Authorized admins and agents for the business can access the customer conversation data they need to provide support. Team members should be removed promptly when they no longer need access. Customers may see AI answers and live-agent replies in their own chat, but other HelperHat businesses do not get access to your business's private support data.

Answer: No. HelperHat is not directed at children under 18, and users under 18 cannot use HelperHat.

Answer: You can update account and business information from the Account and Settings pages. You can export contacts from the Contacts page. You can delete your personal account or business account from the Account page where available, or contact [email protected] for privacy requests that require assistance.

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