Question 1

How do I get started with Chatly?

Accepted Answer

Getting started is easy! Simply sign up for a free account, create your first chatbot, and start training it with your content. You can upload PDFs, add website URLs, or provide other content. Once your content is processed, you'll receive an embed code to add the chatbot to your website.

Question 2

How long does it take to set up a chatbot?

Accepted Answer

Setting up a chatbot takes just a few minutes. After creating your chatbot and uploading content, processing typically takes a few minutes depending on the amount of content. Once processing is complete, you can immediately embed the chatbot on your website.

Question 3

What content can I train my chatbot on?

Accepted Answer

You can train your chatbot on various types of content:
• Website content (by providing URLs)
• PDF documents
• Images with text (using OCR)
• Product lists and structured data

The chatbot uses AI to understand and learn from all these content types.

Question 4

Do I need technical knowledge to use Chatly?

Accepted Answer

No technical knowledge is required! Chatly is designed to be user-friendly. Simply copy and paste the embed code into your website, and the chatbot will appear. The entire setup process is done through our intuitive dashboard.

Question 5

What are the subscription plans?

Accepted Answer

Chatly offers three plans:
• Free: Perfect for testing with limited messages and content (1 chatbot)
• Basic: 990 kr/month - Great for small businesses (unlimited chatbots)
• Premium: 2990 kr/month - Ideal for larger businesses with higher usage needs (unlimited chatbots)

All plans include the embed widget. You can upgrade or downgrade at any time.

Question 6

Can I change my plan later?

Accepted Answer

Yes! You can upgrade or downgrade your plan at any time from your dashboard. Changes take effect immediately. If you downgrade, you'll continue to have access to paid features until the end of your current billing period.

Question 7

What happens if I exceed my plan limits?

Accepted Answer

If you approach your plan limits, you'll receive notifications. When you reach your limits, the chatbot will continue to work, but you may need to upgrade to a higher plan to continue using the service without restrictions. We'll notify you before you reach your limits.

Question 8

Are there any setup fees or hidden costs?

Accepted Answer

No! There are no setup fees or hidden costs. You only pay the monthly subscription fee for your chosen plan. All prices include VAT. You can cancel your subscription at any time with no penalties.

Question 9

What are training chunks and content items?

Accepted Answer

Training chunks are small pieces of your content that the chatbot uses to learn and answer questions. When you upload content (such as PDFs or website content), it's broken down into smaller chunks that the AI can search through to find relevant answers.

Content items are the actual files or URLs you upload to train your chatbot. For example, each PDF file or website URL counts as one content item. You can have multiple content items per chatbot, and each item can contain many training chunks.

The limits on training chunks and content items vary based on your subscription plan, and help us ensure everyone gets good performance.

Question 10

How accurate are the chatbot's answers?

Accepted Answer

The chatbot uses advanced AI technology (RAG - Retrieval-Augmented Generation) to provide accurate answers based on your actual content. It only answers questions it can find information about in your training data. If it doesn't know the answer, it will politely say so and offer to contact someone who can help.

Question 11

Can I customize the chatbot's appearance?

Accepted Answer

Yes! You can customize the chatbot's theme color to match your brand. You can also customize the greeting message and choose whether to show a call-to-action text on the minimized button. The chatbot widget is fully responsive and works on all devices.

Question 12

Can I have multiple chatbots?

Accepted Answer

The Free plan includes 1 chatbot. All paid plans (Basic, Premium) include unlimited chatbots. You can create different chatbots for different purposes, departments, or brands. Each chatbot has its own training data, settings, and embed code.

Question 13

What languages does the chatbot support?

Accepted Answer

The chatbot can understand and respond in multiple languages. It automatically detects the language of the user's question and responds in the same language. The chatbot learns from your content, so if you train it on Norwegian content, it will respond in Norwegian, and vice versa.

Question 14

Can I view conversation history for my chatbot?

Accepted Answer

Yes! You can view complete conversation history with all messages directly in your dashboard. Filter conversations with contact requests, mark them as resolved, and get full visibility into all customer interactions. All conversations that contain contact requests are automatically saved for easy review and analysis.

Question 15

How do I manage contact requests from my customers?

Accepted Answer

You have several options for handling contact requests. The standard method is email, where all contact requests are sent to you via email. You can also configure your chatbot to send notifications via Slack or Microsoft Teams via webhooks. For Premium and Enterprise customers, you can also enable 'Real-time chat with customer service agent', which allows your customers to speak directly with customer service agents in real-time through the chatbot. All contact requests are automatically saved in the conversation history.

Question 16

What are example questions and highlighted links?

Accepted Answer

Example questions and highlighted links are two ways to guide users when they open the chatbot. You can add up to 5 example questions (like 'What is the pricing?' or 'How do I contact you?') that users can click to quickly start a conversation. Alternatively, you can add up to 5 highlighted links that direct users to important pages like pricing, products, or contact information. Both features support both Norwegian and English, and you can only enable one at a time.

Question 17

Can I receive contact requests via Slack or Microsoft Teams?

Accepted Answer

Yes! In addition to standard email, you can configure your chatbot to send contact requests directly to a Slack channel or Microsoft Teams channel via webhooks. This allows you to get notifications in your team channels in real-time. You can choose one notification method at a time (email, Slack, or Teams) in your chatbot's settings.

Question 18

Does the chatbot support currency conversion?

Accepted Answer

Yes, you can enable currency conversion as an add-on feature. When enabled, users can ask the chatbot about currency conversions in Norwegian or English, for example 'What is 500 Norwegian kroner in American dollars?' or 'Convert 100 EUR to NOK'. This integration is provided in partnership with Valutakalkulator.net.

Question 19

What is 'Real-time chat with customer service agent'?

Accepted Answer

'Real-time chat with customer service agent' is a feature for Premium and Enterprise customers that allows your customers to speak directly with customer service agents in real-time through the chatbot. When a customer requests to speak with a person, customer service agents can take over the conversation directly from the dashboard. You can set opening hours for when customer service agents are available, and configure notifications for when no agents are available or when requests are received outside opening hours. Customer service agents can view conversation history, respond in real-time, and mark conversations as resolved.

Question 20

What is 'Automatic Quality Assurance'?

Accepted Answer

'Automatic Quality Assurance' is a feature for Premium and Enterprise customers that lets AI continuously analyze your chatbot's performance. The system automatically identifies unanswered questions, generates suggestions for new FAQs, and provides content recommendations. This helps you improve your chatbot's accuracy over time without manual work. You can enable this feature under 'Integrations' when editing your chatbot.

Question 21

How do the automatic FAQ suggestions work?

Accepted Answer

When quality assurance is enabled, the system collects unanswered questions from your customers. When a question has been asked at least 3 times, the AI uses this to generate a suggestion for a new FAQ pair with both question and answer. You can review, edit, and approve suggestions from the quality assurance dashboard, and they are automatically added to your chatbot's knowledge base.

Question 22

Can I show sources in chat responses?

Accepted Answer

Yes! You can enable source display in chat responses via the chatbot's settings page under the 'Advanced' tab. When enabled, sources (URLs) from websites used to generate the answer are shown. This only works for website content, not for files like PDF, OCR, CSV, or JSON. Sources are displayed as clickable links below the assistant message.

Question 23

How does Lead mode work, and what's the difference between Standard, Hybrid, and Lead-first?

Accepted Answer

Lead mode lets you control how lead capture works in conversations. Standard keeps normal chatbot behavior. Hybrid keeps normal answers but can prompt for contact details when sales intent is strong. Lead-first prioritizes lead capture before regular Q&A. You can also choose lead destination separately (standard channels, HubSpot, or webhook).

Question 24

Can I use dark mode, custom colors, or different fonts for the widget?

Accepted Answer

Yes! In the chatbot's settings under 'Appearance', you can enable dark mode (dark background, light text), choose from 8 theme colors or set a custom hex color, and select a font: system default, Inter, Open Sans, or Source Sans 3. You can also choose the widget height: Low (600px on desktop) or Standard (700px on desktop, fullscreen on mobile).

Question 25

How do I embed the chatbot on my website?

Accepted Answer

After creating your chatbot, you'll receive a unique embed code. Simply copy this code and paste it into your website's HTML, typically just before the closing body tag. The chatbot will appear as a widget in the bottom-right corner of your website. No additional configuration is needed.

Question 26

What are the technical requirements?

Accepted Answer

The chatbot widget works on any website that supports JavaScript. It's lightweight, doesn't require any server-side setup, and works with all modern browsers. The widget is fully responsive and optimized for mobile devices.

Question 27

How is my data stored and secured?

Accepted Answer

All data is stored securely on Google Cloud Platform with enterprise-grade encryption. Your content, conversations, and account information are protected. We comply with GDPR and data protection regulations. Each organization's data is isolated and secure.

Question 28

Can I integrate Chatly with my existing systems?

Accepted Answer

Currently, Chatly provides a web-based chatbot widget that can be embedded on any website. We're continuously working on expanding integration options. For custom integrations, please contact us to discuss your specific needs.

Question 29

How long are conversations stored?

Accepted Answer

Conversations with contact requests are stored permanently and are not automatically deleted - they can only be deleted manually from the dashboard. Conversations without contact requests are deleted when the user chooses to do so through the chatbot, or after 2 months at the latest through an automatic cleanup process that runs every 2 months.

Question 30

How do I verify my email address?

Accepted Answer

After signing up, you'll receive a verification email. Click the link in the email to verify your account. You have a 24-hour grace period to verify your email before login is restricted. If you don't receive the email, check your spam folder or request a new verification email from the sign-in page.

Question 31

How do I change my password?

Accepted Answer

You can change your password anytime from your dashboard. Click on your profile dropdown in the top-right corner, then select 'Change Password'. You'll need to enter your current password and your new password.

Question 32

How do I cancel my subscription?

Accepted Answer

You can manage your subscription, including cancellation, through the Stripe Customer Portal. Go to your dashboard's subscription page and click 'Manage Subscription' to access the Stripe portal. You can cancel at any time with no penalties, and you'll continue to have access until the end of your billing period.

Question 33

How do customers see my name when I take over a conversation?

Accepted Answer

When you use 'Real-time chat with customer service agent', you can set a display name in your dashboard profile (under your profile dropdown). This name is shown to customers in the widget when you take over a conversation. If you don't set a display name, your full name or email address will be shown instead.

Frequently Asked Questions

Getting Started

Pricing & Plans

Features & Capabilities

Technical Questions

Account & Billing

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