Question 1

How long does it take to set up AI Agent Desk?

Accepted Answer

Most users are live in under 5 minutes. You sign up, upload your first document (PDF or DOCX), copy the embed snippet to your website, and the AI widget goes live immediately. WhatsApp takes about 2 minutes extra — just scan a QR code.

Question 2

What types of documents can I upload?

Accepted Answer

AI Agent Desk accepts PDF, DOCX, TXT, HTML, and plain-text files. You can also paste URLs and we'll crawl and index the page content automatically. File size limit is 50MB per document.

Question 3

How do I embed the chat widget on my website?

Accepted Answer

Copy the one-line JavaScript snippet from your dashboard and paste it before the closing tag of your website. The widget will appear immediately. It works with any website builder — Webflow, WordPress, Shopify, custom HTML, React, Vue, and more.

Question 4

Does the AI agent work on mobile devices?

Accepted Answer

Yes. The chat widget is fully mobile-responsive and optimized for touch screens. WhatsApp integration is inherently mobile-native. All chat sessions work seamlessly across desktop, tablet, and mobile.

Question 5

Can I try before I commit to a plan?

Accepted Answer

Every plan includes a 14-day free trial with full feature access. No credit card is required to start. You only provide payment details when you decide to continue after the trial.

Question 6

Can I use my own branding on the widget?

Accepted Answer

Yes. You can fully customize the widget with your logo, brand colors, welcome message, agent name, and custom CSS. Your customers will see a fully on-brand chat experience.

Question 7

Will the AI make things up or hallucinate?

Accepted Answer

No. AI Agent Desk uses Retrieval-Augmented Generation (RAG) — the AI only answers from your uploaded documents. If it can't find a confident answer in your knowledge base, it will say so and offer to escalate to a human, rather than guessing.

Question 8

How accurate are the AI's responses?

Accepted Answer

On domain-specific knowledge bases, our RAG system achieves 96%+ accuracy on questions it can answer. The AI auto-escalates to humans when confidence is below your set threshold, so you control the quality floor.

Question 9

Does the AI cite its sources?

Accepted Answer

Yes. Every AI response includes a reference to the specific document and section it retrieved the answer from. This helps customers trust the answers and helps you audit AI quality.

Question 10

What happens if a customer asks something outside my knowledge base?

Accepted Answer

The AI will politely inform the customer it couldn't find the answer and offer to escalate to a human support agent. This escalation includes the full conversation context so your agent can pick up immediately.

Question 11

How does the AI handle multiple languages?

Accepted Answer

The AI automatically detects the customer's language and responds in the same language — no manual configuration needed. This works for all major world languages including Spanish, French, German, Arabic, Hindi, and 50+ others.

Question 12

Can the AI handle voice messages on WhatsApp?

Accepted Answer

Yes. WhatsApp voice notes are automatically transcribed to text, then processed by the AI. The response is sent back as a text message. This feature is included on the Growth plan.

Question 13

Which AI models are supported?

Accepted Answer

AI Agent Desk supports GPT-4o (OpenAI), Claude 3.5 Sonnet (Anthropic), and Gemini 2.0 Flash (Google). GPT-4o Mini is available on the Starter plan. You can switch models at any time without retraining your knowledge base.

Question 14

What is BYOK (Bring Your Own Key)?

Accepted Answer

BYOK lets you connect your own OpenAI, Anthropic, or Google API key directly. When you use BYOK, you pay the model provider directly at their published rates — we charge zero markup on tokens. BYOK is available on both Starter and Growth plans.

Question 15

Is my API key stored securely?

Accepted Answer

Yes. API keys are encrypted with AES-256 before storage. They're never logged, never exposed in API responses, and are only decrypted at inference time within an isolated server environment.

Question 16

Can I switch models without re-uploading documents?

Accepted Answer

Absolutely. Your knowledge base and vector index are model-agnostic. Switching from GPT-4o to Claude 3.5 Sonnet takes one click in your AI Settings — no re-upload required.

Question 17

Which model should I use?

Accepted Answer

For most customer support use cases, GPT-4o offers the best balance of quality and cost. Claude 3.5 Sonnet excels at nuanced, long-form reasoning and handling complex customer complaints. Gemini 2.0 Flash is the fastest and most cost-efficient for high-volume simple queries.

Question 18

Do I need a Meta Business Account for WhatsApp?

Accepted Answer

Yes. WhatsApp Business API requires a verified Meta Business account and an approved WhatsApp Business phone number. AI Agent Desk guides you through the setup process step by step. Most businesses get approved within 24-48 hours.

Question 19

Can multiple agents share one WhatsApp number?

Accepted Answer

Yes. A single WhatsApp Business number can serve all your customers through AI Agent Desk. When the AI escalates, any agent in your team inbox can pick up the ticket.

Question 20

Can the widget be embedded on multiple websites?

Accepted Answer

Yes. Each AI agent has its own embed code. You can deploy the same agent on multiple domains, or create separate agents for different websites — each with their own knowledge base and branding.

Question 21

Is email support available?

Accepted Answer

Email channel support is on our roadmap. Currently we support web widget and WhatsApp Cloud API. You can receive escalation notifications via email today.

Question 22

How is billing handled?

Accepted Answer

We use Paddle as our Merchant of Record. Paddle handles all payment processing, tax compliance (VAT/GST), and invoicing. We accept all major credit cards, debit cards, and PayPal.

Question 23

What is the refund policy?

Accepted Answer

We offer a 14-day money-back guarantee on all paid plans. If you're not satisfied within the first 14 days of a paid subscription, contact us for a full refund.

Question 24

Do credit packages expire?

Accepted Answer

No. Credit package credits never expire. They roll over month to month indefinitely. Plan-included conversations do reset on your billing cycle date.

Question 25

Can I downgrade or cancel my plan?

Accepted Answer

Yes, anytime. Downgrading or cancelling takes effect at the end of your current billing period. You retain full access until then. There are no cancellation fees.

Question 26

Is VAT included in the displayed prices?

Accepted Answer

Displayed prices are exclusive of VAT. Applicable VAT is calculated at checkout based on your billing country. Paddle collects and remits all taxes on our behalf.

Question 27

Is my data encrypted?

Accepted Answer

All data is encrypted with AES-256 at rest and TLS 1.3 in transit. Uploaded documents, vector embeddings, conversation logs, and API keys are all encrypted. We never store raw credentials in plaintext.

Question 28

Is my data used to train AI models?

Accepted Answer

No. Your data is never used to train any AI model — ours or the model providers'. Your documents and conversations remain 100% private. We have DPA (Data Processing Agreements) with all LLM providers to enforce this.

Question 29

Is the platform GDPR compliant?

Accepted Answer

Yes. AI Agent Desk is GDPR compliant. You can delete all your data at any time from the dashboard. We support right to erasure, data portability, and data processing agreements for EU/EEA customers.

Question 30

Are tenants isolated from each other?

Accepted Answer

Completely. Every customer account (tenant) has fully isolated data — separate databases, separate vector indices, and separate conversation histories. There is zero data sharing between accounts.

Question 31

Where is data stored?

Accepted Answer

Data is stored in secure cloud infrastructure in the United States (primary) with replication. EU-region hosting and data residency options are available upon request.

Question 32

Do you offer SOC 2 compliance?

Accepted Answer

SOC 2 Type II certification is in progress and expected Q1 2026. Customers can request our current security documentation and penetration test reports under NDA.

Question 33

Can I have multiple AI agents on one account?

Accepted Answer

Yes. The Growth plan includes up to 5 websites / AI desks and Starter includes 1. Each agent can have its own knowledge base, branding, model choice, and deployment channels.

Question 34

Can I invite team members?

Accepted Answer

Team member management is on our roadmap. Currently, all features are available on a single-user account. Contact our support team if you need custom multi-seat arrangements.

Question 35

Can I export my data?

Accepted Answer

Yes. You can export all conversation logs, ticket histories, and analytics data as CSV from your dashboard at any time. Full GDPR-compliant data portability is supported.

Question 36

What happens to my data if I delete my account?

Accepted Answer

All your data — documents, conversations, vectors, and account information — is permanently deleted within 30 days of account deletion. You'll receive a deletion confirmation email when complete.

Frequently Asked Questions

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