Frequently Asked Questions
Find the answer you need, from your first chat to the details that keep your support running.
140 questions across 12 topics.
General
9 questionsGetting Started & Installation
16 questions- What installation options does HelperHat support?
- How do I add HelperHat to my website?
- How can I test HelperHat's responses on my business website?
- How can I test HelperHat's responses from inside the business app?
- Does testing HelperHat count toward my Total AI Messages usage?
Show 11 more questions
- What information does HelperHat use from the customer's current webpage?
- Can I pass custom website data into HelperHat?
- How do trusted domains protect my HelperHat widget?
- Can I open HelperHat from my own website button or link?
- How do I get a QR code for my business's HelperHat?
- When should I use the floating widget, iframe, direct link, or QR code?
- How does HelperHat decide whether the website widget should appear?
- What should I check if the HelperHat widget is installed but not visible?
- Can I install the same HelperHat on multiple domains or subdomains?
- Can I install multiple HelperHat businesses on the same webpage?
- Will HelperHat slow down my website?
AI Knowledge & Answers
17 questions- How does HelperHat create its knowledge base?
- How often does HelperHat update its knowledge base?
- How can I force HelperHat to relearn my website content?
- What file types can I upload for AI learning?
- How does HelperHat use uploaded knowledge files?
Show 12 more questions
- Why might HelperHat not learn some website content?
- What happens when HelperHat cannot find the right knowledge?
- Can customers see what sources HelperHat used?
- How does HelperHat use attachments when answering?
- What do HelperHat's AI response statuses mean?
- Can HelperHat answer private order, booking, or account questions?
- Can HelperHat cancel orders, issue refunds, book appointments, or make account changes?
- What content should I give HelperHat so it answers customers well?
- How can I improve HelperHat's answers if they are incomplete or outdated?
- Does HelperHat automatically learn permanent answers from chat conversations?
- What happens if my website has many pages?
- What are the limits for knowledge file uploads?
Customer Chat Experience
20 questions- What can customers send in chat?
- How do I use message actions?
- How do fullscreen video controls work?
- Can customers and agents use voice input?
- Can customers or agents reply to a specific message?
Show 15 more questions
- How do links work inside chat messages?
- Can customers or agents send GIFs?
- How can a customer resume an old conversation?
- What happens if a customer clears their conversation history?
- How can a customer rate a particular message?
- How can a customer rate a conversation?
- How does HelperHat open on desktop and mobile?
- Why was a chat attachment rejected or compressed?
- Why does HelperHat ask for microphone permission?
- Can customers choose the language they use in chat?
- Why does the same customer sometimes get a new conversation?
- How does chat scrolling remember my reading position?
- How do I take photos or record videos in HelperHat?
- How does the camera follow my phone orientation?
- What do photo and video loading indicators mean?
Live Agent Workflow
11 questions- What does it mean to Switch to Live Support?
- What happens when a customer requests a live agent?
- What happens if no live agent is available?
- How can I disable or enable live agent availability?
- Can I choose whether customers provide email or phone before live support?
Show 6 more questions
- Can multiple team members handle live chat simultaneously?
- Can team members respond from multiple devices?
- Can HelperHat translate customer and live-agent messages?
- What happens when a team member is not available to respond?
- What notifications does HelperHat send to my team?
- When does HelperHat reply with AI support?
Inbox, Conversations & Contacts
9 questionsCustomization & Settings
9 questionsTeam, Account & Business
17 questions- How can I update my account details?
- How do sign up and sign in work?
- What should I do if my verification or password reset link is expired?
- How do I create a new business on HelperHat?
- Does each business require a separate subscription?
Show 12 more questions
- How do I view subscription details and manage billing?
- Can I manage multiple businesses on HelperHat?
- How do I update my business name, logo, or website?
- How do I manage team members?
- How do team invitations work?
- What is the difference between an admin and an agent?
- Which settings require an admin?
- Why can't I use the mobile app after signing in?
- What happens to my personal data if my businesses are inactive?
- How can I delete my personal account?
- What happens to business data if a subscription is inactive?
- How can I delete my business account?
Report an Issue
8 questionsAnalytics & Reporting
4 questionsBilling & AI Usage
14 questions- What counts as an AI message?
- How many AI messages are included?
- Where can I monitor AI message usage?
- Do unused AI messages roll over?
- Do live-agent messages count toward AI message usage?
Show 9 more questions
- How does the free trial work?
- What happens if I cancel or lose my subscription?
- What payment methods does HelperHat accept?
- How is billing handled for additional AI messages?
- Can I cancel my subscription at any time?
- Do you offer discounts for educational institutions and non-profits?
- Do you offer annual billing at a discount?
- How do refunds work if I cancel my subscription?
Privacy, Security & Compliance
6 questions- What data does HelperHat collect to provide support?
- Does HelperHat sell personal information?
- Where is HelperHat data stored and processed?
- Who can see customer chats and contact details?
- Can children use HelperHat?