Questions about the AI knowledge base and how the plans work

The AI knowledge base is the set of files you upload to HiQBot, such as price lists and policy documents. Your AI agent answers customer questions from those files. You can upload several files at once and watch the progress of each.

HiQBot is a conversational platform for customer service, with AI agents and live chat on website chat, WhatsApp, Instagram, Messenger, Telegram and LINE. The AI sales agent answers from your documents, qualifies leads and books meetings. Your team can also reply live in the same inbox, and an AI support agent resolves service questions and raises tickets.

You can deploy your first AI agent in minutes. Sign up, connect your channels, and use our pre-built templates to go live without starting from scratch.

Yes. We offer a 7-day free trial on our monthly and annual plans. You can use the full platform during the trial. You need a card to start the trial, and we do not charge it during those 7 days. If you don't cancel before the trial ends, your subscription automatically converts to a paid plan.

The AI agents look up information, take actions on customer requests such as bookings, and capture and qualify leads. They answer from the files you upload to your AI knowledge base, and you set the stages each agent follows. They can hand the conversation to your team when a person should take over.

No. HiQBot runs on a multi-model AI gateway that picks the best model for each conversation, so you never have to manage models or API keys yourself. Everything works out of the box.

HiQBot supports website chat, WhatsApp, Instagram, Facebook Messenger, Telegram and LINE in one inbox. Any channel can also run as a live chat channel, going straight to your team with no AI in front of it.

Yes. Any connected channel can be set to live chat instead of AI, and it then behaves as a dedicated live chat inbox: the message arrives, it is assigned to whoever is free and on shift, and a person answers it. You set it per channel, so the website widget can run the sales agent while WhatsApp goes straight to your team. Credits are drawn by AI replies, so a live chat channel your team answers does not draw them. Leave a short AI intake in front of it and the conversation draws a single credit at the handover, and nothing after that.

Yes. Our AI agents use LLM-powered multilingual capabilities to detect and respond in your customers' language automatically. No manual translation files needed.

Plans are billed monthly or annually, and annual billing gives you two months free. The pricing page compares what each plan includes, with the credits and seats that come with it.

Conversation analytics, plus agent, team, inbox and label reports, a live queue view, per-agent chat drill-down, CSV export and knowledge-gap reports. The pricing page shows which plan includes which.

We charge in USD. Tax and VAT are applied where applicable based on your location.

Your plan includes a pool of credits each month, and every AI reply draws from it. A reply on the Core level uses 1 credit. Stronger levels think longer before answering and draw more: Balanced uses 4 and Max uses 8. You choose the level for each inbox, so a busy sales inbox can run on Core while a technical one runs on Max.

AI replies pause once the month’s allowance and any carried credits are gone. Adding a credit pack or upgrading your plan brings them back right away. Nothing bills automatically, so you can never be surprised by an invoice.

Yes, on monthly plans. Whatever you have not spent carries into the next month and stays available for two billing periods before it expires. The new month’s allowance is always spent first, so the carried balance sits underneath it as reserve for a busy week. Annual plans are billed once for the term and do not carry credits.

Yes, and it is worth knowing the conditions. Carrying over depends on the renewal being paid on time: if the payment does not clear inside the grace window that follows your renewal date, the carried balance is cleared, and paying later does not bring it back. Changing plan at the renewal, cancelling, or pausing clears it too. Anything still unspent expires two billing periods after the month that produced it. Section 5 of the Terms of Service sets out the full rules.

Annual billing gives you two months free. We do not run promotional discounts, so the price on the pricing page is the price. High-volume and custom work goes through a scoping call.

Yes, you can cancel or upgrade your subscription at any time. To cancel, go to the Billing section of the Platform and click Cancel Subscription. You will continue to receive the features and limits of your plan until the end of the billing cycle. To upgrade, go to the Billing section, select a plan and click Subscribe, or talk to sales.

Paddle.com Market Limited is our Merchant of Record. All subscription payments, invoicing, and applicable taxes are handled by Paddle on our behalf.

Subscription fees are generally non-refundable. However, refunds may be considered for duplicate charges, verified technical issues that prevent access, or confirmed billing errors. See our full Refund Policy for details.

No free forever tier. Every plan starts with a 7-day trial so you can run the real product before you pay. After the trial, the plan you chose applies.

Meta bills WhatsApp conversation fees separately under your WhatsApp Business account. HiQBot’s subscription covers the platform, agents, and inbox. Use the WhatsApp pricing calculator on our site to estimate Meta’s side of the cost.

Yes. Data is encrypted in transit and at rest. Each organization’s data is isolated from other tenants. We do not use your customer conversations to train public AI models.

Production data runs on infrastructure we operate in established cloud regions with encryption, access controls, and routine backups. Details for your region are available on request from support@hiqbot.com.

No. Your customer chats are not used to train public foundation models. The agents answer from the files you upload to your AI knowledge base.

Yes. Email support@hiqbot.com to request permanent deletion of your account and associated data. Deletion completes within 30 days and is irreversible.

We support GDPR-aligned handling: access and deletion requests, a Data Processing Addendum on request, and a published Privacy Policy that covers what we collect and why. Contact support@hiqbot.com for a DPA.

Email support@hiqbot.com or use in-app chat. We aim to reply within one business day.

Yes. We can help you connect channels, upload knowledge, and ship your first agent. Book a demo or email support to schedule a session.