Common questions about AI customer support agents.

AI Smarty agents are trained on your specific business documents and use a hybrid RAG pipeline that cites sources from your knowledge base. They reason about context, capture leads conversationally, and hand off to humans when sentiment changes. Scripted chatbots can’t do any of that.

It works 24/7, never forgets a doc you trained it on, replies in 50+ languages natively, and answers in seconds whether you have 1 visitor or 1,000 at once. It also captures leads mid-conversation without breaking the flow.

The hybrid RAG pipeline grounds every answer in your documents. When the agent doesn’t know, it says so and offers to escalate or take a message — it doesn’t invent. Higher plans bring sharper chat models for more nuanced reasoning, but the same grounding rules apply on every tier.

Sentiment-aware escalation triggers a handoff with a pre-summarised conversation. You’re notified by email or webhook in real time. Slack and WhatsApp notifications are on the roadmap.

50+ out of the box. The agent detects the visitor’s language per message and replies natively — no separate setup per locale.

Both. Conversational lead forms with smart triggers detect buying intent (pricing questions, demo requests, complaint sentiment) and capture contact info mid-conversation without breaking the flow.

We say AI agent because it does more than match keywords to scripted replies. It reads your documents, reasons about context, decides when to capture a lead, decides when to escalate, and adjusts tone to match the visitor. The shape of the work is closer to a junior support rep than a Q&A FAQ widget.

For most businesses, under 10 minutes from signup to a live agent on your site. Upload docs or point us at your website, pick a template, paste the embed snippet. Training is automatic.

Every plan ships with a 7-day free trial. A card is required at signup so the trial can convert seamlessly into your chosen plan — no second payment step at the end.

Starter — £39/month billed annually (£49 monthly). Includes 1 AI agent, 2,000 message credits per month, 20MB storage, and the same intelligent foundation (mood, intent, grounded chat AIs) as every higher plan.

Capacity, chat-model power, branding, and SLA. Every plan runs the same three AIs in parallel — mood detection, intent classification, and grounded RAG chat. Higher plans bring more agents, more credits, a sharper chat model (Cutting-Edge LLMs from Growth and up), advanced analytics, and team-member seats.

One credit = one AI message reply, with the chat-model class fixed by your plan. Starter messages cost 1 credit each (Midrange LLMs); Growth/Scale/Enterprise messages cost 2 credits each (Cutting-Edge LLMs). Your plan includes a monthly allowance; top-up Credit Packs are available as add-ons that don’t expire.

Yes — Custom Branding is an addon on Starter and Growth (£49/month) and is included on Scale and Enterprise. It removes AI Smarty branding from the widget and lets you train the agent on your brand name.

Cancel any time from your dashboard. Your data is removed within 30 days; sooner on request. No retention games, no export fees.

In the UK and EU only. Embeddings, conversation history, and uploaded documents stay in EU-region storage. LLM providers (OpenAI, Google, Anthropic, Microsoft) do not retain your prompts or completions.

Yes. We provide a signed DPA, maintain a public sub-processor list, support data subject access requests, and ship right-to-be-forgotten flows by default. See the Data Processing Agreement page for the full text.

Prompts and completions sent to OpenAI, Google, Anthropic, and Microsoft are not retained by them — confirmed by their commercial-tier no-retention agreements. We don’t fine-tune third-party models on your data.

AES-256 at rest, TLS 1.3 in transit.

Per-organisation Row Level Security at the database layer, plus service-context scoping at the application layer. Zero cross-tenant data exposure.

Yes. Every mutation is tracked. Audit log export is included on Enterprise.

See the Data Processing Agreement page — countersigned via DocuSign on request.

One line of HTML — paste the script snippet from your dashboard. The widget streams responses, captures leads, and reports back to your dashboard live.

Yes — logo, colour scheme, agent name, tone of voice. Full white-label (no AI Smarty footer) is available on Growth plans and above as the Custom Branding add-on.

PDFs, Word docs, plain text, your website (we crawl it), Notion or Confluence exports. Storage limits scale with plan tier.

Lead-capture data is exportable via webhook today; native CRM connectors (HubSpot, Salesforce, Pipedrive) are in active development.

On Enterprise we support customer-supplied LLM endpoints; on lower tiers the model class is fixed by plan tier (Midrange / Cutting-Edge).