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Yes. Enable Visitor memory in Companion settings. Visitors opt in and verify their email with a one-time code, or connect through your website’s signed identity. Companion uses up to three recent visitor messages from the same companion and knowledge context to help continue the conversation. A typed email alone never unlocks history. Memory does not create knowledge articles or restore a full transcript, and visitors can forget it on all devices.

The feature is included on every plan and uses retained conversations, with no extra summaries, embeddings or model calls. Normal chat requests use your shared allowance. Email verification is subject to delivery availability and shared email limits. Memory follows your configured history window, with up to 30 days on Free and Basic or 90 days on Pro.

Yes. Save an owner-approved reply and up to eight exact question variations, linked to a published source. Replies pause when that source’s published version changes or becomes unavailable. A matched reply avoids answer generation while still counting as a normal shared usage request.

Yes. Owner-defined choice flows can show written information, open an HTTPS resource or offer your existing support flow. Browsing those steps and changing interface language do not call the answer model. Free-text questions continue to use the shared plan allowance.

An optional prompt asks visitors whether their problem was solved. Confirmed outcomes are separate from answer feedback, staff status and abandonment. A visitor who leaves without responding is not counted as a confirmed resolution, and analytics privacy choices still apply.

Selected website pages, uploaded documents and text, connected cloud files, images and short video clips with supplied descriptions or transcripts. You choose the sources that can inform answers.

Yes. Add a support email or contact page, require or offer consent-based name and email sharing, and configure a portal handoff. Freshdesk and Freshservice use an API key; Zendesk uses OAuth when its global client is configured. You can also browse published Zendesk articles and import selected pages as manual snapshots.

Where email delivery is configured, an owner can opt in each companion independently. After a completed answer, the widget can offer a transcript copy to the email address already saved for that conversation; the visitor confirms before anything is sent. The option appears only when the provider and companion settings allow it, and closing the chat never sends mail automatically.

Read cited sources, inspect repeated visitor questions and feedback, then save representative questions as evaluation cases. Automatic checks are off by default and must be enabled for each case. Publishing queues at most five opted-in cases for that source version; each check uses one unit from the shared monthly allowance or refill balance. Checks are regression signals to review, not a guarantee of factual accuracy.

Website refresh is manual by default, with daily and weekly schedules available. If review before publish is enabled, a successful refresh becomes a candidate for an administrator to inspect, approve or discard while the current version stays live. The source panel keeps the active revision and up to five other recent revisions; restoring one republishes its content as the active version.

Mark a source Current policy or Reference and set optional effective and expiry dates. Effective dates include that UTC calendar day; expiry is exclusive, so its date is the first day the source is no longer eligible. Dates do not publish or refresh a source on their own. Policy priority helps resolve conflicts but does not replace supporting evidence.

Staff can set Open, Needs follow-up or Resolved, assign a conversation, add tags and leave internal notes. Notes are staff-only, limited to 4,000 characters each, and are excluded from visitor messages, transcripts, AI context, tickets and exports. Notes and triage details follow the conversation’s retention and deletion.

The five setup templates are Returns & policies, Product support, Privacy & compliance, Research library and Getting started; each fills an editable draft greeting, tone and suggested questions. Copying a companion creates an inactive companion with a new widget ID and copies appearance, voice, greeting, questions, page rules, allowed origins and safe experience settings. It excludes knowledge, integrations, credentials and secrets, conversations and visitor data, and uploaded avatar files. Page rules are ordered, limited to 30 and use the first pathname match; they inspect no query, fragment, page text or customer details. The temporary diagnostic-only install snippet expires after 10 minutes; it checks setup from an allowed origin but does not render chat, inspect page content or use answer units.

A customer-specific lookup appears only in an installed widget session after your authenticated website server issues a signed token for that widget. Typed pre-chat details alone do not verify identity. Lookups are read-only, use one shared unit each (including unavailable results), and allow up to 10 admitted lookups per conversation per hour. Results are shown to the visitor and are not sent to AI, cached or indexed into knowledge.

No. An administrator must save an HTTPS endpoint, signing secret and selected events before delivery is enabled. Events carry minimal identifiers and timestamps, not contact details, IP addresses, transcripts, notes or provider responses. HMAC signatures, bounded retries and a delivery audit are provided; retries stop after eight attempts.

Companion follows the language of a visitor’s latest question while preserving source titles, direct quotations and URLs in their original form. The answer still depends on the content available in your selected sources.

Sources, conversations, integrations and access keys are scoped to a workspace and companion. Owners choose allowed website origins and can archive or delete knowledge. Visitors can opt out of optional analytics and delete their saved chat from the widget.

Free and Basic include up to 30 days of conversation history. Pro, at $99 per month, lets you extend the window to 60 or 90 days for longer support reviews. Every companion starts at 30 days, and you can choose a shorter window.

After a downgrade, history older than 30 days is hidden. Existing records keep their saved deletion deadline; upgrading can reveal them only while they are still retained. Records already deleted cannot be recovered.

Answers, API and MCP operations and knowledge processing share one allowance. Cached answers still count; checking usage, browsing cloud files and checking unchanged cloud files do not. Image analysis and video transcription use additional units. Opted-in automatic answer checks and verified customer status lookups also use the shared allowance.

Add 100 shared usage units for $24 with a one-time refill pack on any plan. Packs stack, and unused refill units carry over until used. Monthly included units are spent first. A refill does not change your plan, its features or renewal date, and we never purchase refills automatically.

Chat resumes after payment is verified. Until then, visitors can use your configured support handoff. API, MCP and knowledge processing use the same balance.

The Free workspace requires no payment method. Paid plans are available when you need more capacity and begin only after you review and confirm checkout.