Frequently Asked Questions

Quick answers to common questions about AlonChat -- setup, features, billing, integrations, and troubleshooting.

Frequently Asked Questions (FAQ)#

Quick answers to common questions about AlonChat.

Getting Started#

What is AlonChat?#

AlonChat is an AI-powered customer support platform that lets you create intelligent agents trained on your own sources. Your agent can answer customer questions, collect leads, take actions, and integrate with popular tools -- all without coding.

Key features:

• Upload documents, websites, Q&A pairs, Google Drive, and more as knowledge sources
• Customize AI personality and communication style
• Deploy to Chat Widget, Facebook Messenger, Instagram, WhatsApp, Telegram, Email, and Help Page
• 30+ AI actions: Google Calendar, Sheets, Drive, Email, Leads, Payments, Web Search
• Built-in People tools with lead scoring, follow-ups, and broadcasts
• Comment auto-reply for Facebook and Instagram posts
• AI-powered analytics with intent detection and sentiment analysis
• Available 24/7 with instant responses

How is AlonChat different from ChatGPT?#

Bottom line: AlonChat is for businesses wanting a branded, accurate AI assistant that represents their company across every channel.

Do I need coding skills?#

No! AlonChat is designed for non-technical users.

You can do WITHOUT code:

• Create and train agents
• Upload knowledge sources
• Customize appearance and tone
• Deploy to your website (copy-paste embed code)
• Connect Facebook, Instagram, WhatsApp, Telegram
• Set up Google Calendar, Sheets, and Drive integrations
• Set up Zapier/Make.com automations

You MAY need code for:

• Custom webhooks (we provide examples!)
• Advanced API integrations
• Custom UI implementations

Help available: Pre-built templates, code examples, and a support team ready to assist.

How much does it cost?#

AlonChat offers several plan tiers. Check the Billing page or visit alonchat.com/pricing for current pricing and plan details.

Plan overview:

AI model costs range from 1-25 credits per message depending on the model tier you choose. Check the model selector in your dashboard for current pricing.

Can I try before buying?#

Yes! New accounts get a 14-day trial with credits included, so you can fully test the platform.

No credit card required. Upgrade anytime from your dashboard.

Sources & Training#

What file types can I upload?#

Supported formats:

• Documents: PDF, Word (.docx), Text (.txt), Markdown (.md)
• Spreadsheets: Excel (.xlsx), CSV
• Code: JSON
• Images: JPG, PNG (with AI Vision, premium feature)

File size limits vary by plan. Check your plan details in the dashboard for current limits.

Need other formats? Contact support@alonchat.com

How many sources can I add?#

Source and content limits vary by plan. Check your plan details in the Billing settings for your current limits.

Higher-tier plans allow more sources and more total content. Enterprise and Custom plans offer the most capacity.

Can I crawl my entire website?#

Yes! AlonChat can crawl and index your website.

Features:

• Automatic page discovery
• Sitemap support
• Pattern filtering (include/exclude URLs)

Best for:

• Documentation sites
• Marketing websites
• Blog posts
• Product catalogs

See: Website Sources Guide

How often should I re-train my agent?#

Re-train when you:

• Add new knowledge sources
• Edit existing Q&A pairs
• Delete outdated content
• Update website content (re-crawl)

Training is incremental -- only new or changed sources are reprocessed.

Tip: Set a monthly reminder to review and update your sources.

Accuracy & Quality#

Why does my agent say "I don't know"?#

Common causes:

1. Information not in your sources

• Solution: Add the missing information
• Check: Search your sources for the topic

2. Question phrasing doesn't match sources

• Solution: Add Q&A pairs with common phrasings
• Example: "How much?" vs "What's the price?" vs "Cost?"

3. Agent not trained yet

• Solution: Go to Sources and click Train Agent

4. Content needs better structure

• Solution: Break large documents into focused sections, or add Q&A pairs for specific topics

Quick fix: Add explicit Q&A pairs for commonly asked questions that get "I don't know" responses. Q&A sources get priority in retrieval.

How can I improve agent accuracy?#

Best practices:

1. Add specific Q&A pairs

• Create explicit question-answer pairs for your most common questions
• Use multiple phrasings of the same question
• Q&A sources get higher priority than general documents

2. Keep sources focused

• Remove duplicate content
• Delete outdated information
• One topic per source makes updates easier

3. Test with real questions

• Ask the same questions your customers ask
• Check if answers match your sources
• Adjust sources based on testing

4. Use examples in your system prompt

• Show desired response format
• Demonstrate tone and style

5. Review conversation logs

• Check for patterns in unanswered questions
• Add missing information to your sources
• Refine Q&A pairs based on actual usage

Can my agent handle multiple languages?#

Yes! AlonChat supports 50+ languages.

Language mixing (code-switching):

• English-Tagalog (popular in the Philippines)
• English-Spanish
• Any language combination

How it works:

• Your agent automatically detects the user's language
• Responds in the same language
• Can mix languages within the same conversation

Filipino businesses: Your agent can naturally code-switch between English and Tagalog, just like real Filipino customer service.

See: Learn from Chats for teaching your agent your communication style.

Integrations#

What messaging channels are supported?#

AlonChat supports 7 messaging channels plus a REST API:

Each channel has its own auto-reply toggle, custom AI prompt, and health monitoring.

See: Integrations Overview

What AI actions can my agent perform?#

Your agent can perform 30+ actions across these categories:

See: Actions Overview

Can I integrate with my CRM?#

Yes. AlonChat has a built-in People workspace with:

• Auto-classified contacts with sentiment and lead scoring
• Sales pipeline with journey stages (Awareness through Retention)
• Automated follow-ups with AI-generated messages
• Broadcasts for bulk messaging across channels
• Escalation alerts for human intervention

See: People

External CRM integration options:

1. Zapier / Make.com (No-code)

• Connect to HubSpot, Salesforce, Zoho, and more
• 5,000+ apps supported

2. Webhooks (Code)

• Real-time HTTP notifications
• Webhook Examples

3. API (Advanced)

• Full programmatic access
• API Authentication

What automation tools does AlonChat support?#

Supported platforms:

• Zapier (most popular)
• Make.com (Integromat)
• n8n (open-source)
• Pipedream
• Custom webhooks (any platform)

Popular workflows:

• Lead submitted -> Google Sheets
• Lead submitted -> Send email notification
• Conversation ended -> Slack notification
• Escalation triggered -> Admin alert

Technical Questions#

Where is my data stored?#

Hosting: Supabase (PostgreSQL) on AWS

Security:

• Encrypted at rest (AES-256)
• Encrypted in transit (TLS 1.3)
• Regular backups
• GDPR compliant

Is my data used to train AI models?#

No. Your data is never used to train AI models.

What we do:

• Store your content securely
• Use it only for your agent's responses
• Encrypt all data

What we don't do:

• Share with third parties
• Use for AI model training
• Sell to advertisers

Can I delete my data?#

Yes! You can delete:

• Individual knowledge sources
• Entire agents
• Conversations
• Your entire account

Deletion is permanent:

• Data removed from primary database within 24 hours
• Backups purged within 30 days
• Cannot be recovered after deletion

GDPR right to erasure: Contact support@alonchat.com to request full account deletion.

What happens if I exceed my credit limit?#

Options:

1. Upgrade your plan

• Get more credits immediately

2. Wait for reset

• Credits reset on your billing cycle
• Date shown in your dashboard

3. Purchase add-on credits

• One-time purchase for extra credits
• No recurring charge

Agent behavior when credits run out:

• Agent stops responding to new messages
• Users see an unavailable message
• You can configure a custom message for this scenario

Can I use my own AI model?#

AlonChat supports multiple AI providers across different tiers:

Models and pricing are updated regularly. Check the model selector in your dashboard for current options.

Tip: Use budget models for simple queries, premium models for complex tasks.

Enterprise: Contact us for custom AI model integration.

Troubleshooting#

Agent is responding too slowly#

Solutions:

1. Switch to a faster AI model

• Go to Settings > AI
• Try a budget model (fastest, 1 credit)
• Great quality for most use cases

2. Reduce context window

• Fewer messages in context means faster processing

3. Reduce max tokens

• Shorter responses generate faster

4. Clean up sources

• Remove duplicate sources
• Delete outdated content
• Split large files into smaller, focused ones

Integration stopped working#

Check these:

For webhooks:

1. Webhook still exists (Settings, then Webhooks)
2. Endpoint URL is reachable (use "Test" button)
3. Signature verification is correct
4. View logs for error messages

For messaging channels (Facebook/Instagram/WhatsApp/Telegram):

1. Integration shows "Connected" (green)
2. Permissions still granted
3. Click "Reconnect" if needed
4. Check Health Status on the Deploy page

For Zapier:

1. Zap is turned ON
2. Webhook URL is correct in AlonChat
3. Check Zap History for errors

How do I contact support?#

Methods:

• Email: support@alonchat.com (24-48 hour response)
• Live chat: Available on the website and dashboard

Include in your support request:

• Agent ID or conversation ID
• Screenshot of the issue
• Steps to reproduce
• Error messages (if any)

Billing#

Can I cancel anytime?#

Yes! No contracts or commitments.

How to cancel:

1. Go to Settings, then Billing
2. Click "Cancel Subscription"
3. Confirm cancellation

What happens:

• Access continues until end of billing period
• No future charges
• Data preserved for 30 days
• Can reactivate anytime

Do you offer refunds?#

30-day money-back guarantee for paid plans.

Eligibility:

• Within 30 days of first charge
• Not for subsequent renewals
• Must email support@alonchat.com

Refund process: 5-7 business days to original payment method.

Can I upgrade or downgrade plans?#

Yes! Change plans anytime from Billing settings.

Upgrade:

• Immediate access to new features
• Prorated charge for current period

Downgrade:

• Change takes effect next billing cycle
• Keep current features until then

Still Have Questions?#

Check these resources:

• Getting Started -- Setup tutorials
• Understanding Agents -- How agents work
• Integrations -- Connect to messaging channels and tools
• Developer Docs -- API and webhooks
• Billing -- Plans and pricing

Contact support:

• Email: support@alonchat.com
• Website: alonchat.com