Frequently asked questions

Supportweave is a platform for building AI customer-support agents trained on your own knowledge. They answer instantly across every channel, capture leads, book appointments, take actions in your tools, and hand off to a human when needed, all from one dashboard.

Paste your website URL so it crawls your content, brand the chat widget, then drop one script tag on your site. No engineers, no migration, and we walk through it with you during onboarding.

No. Everything is point-and-click: training, branding, channels, and actions are all configured in the dashboard. The only 'code' is a single embed snippet you paste before your site's closing </body> tag.

Supportweave is pre-launch, so access is guided rather than self-serve. Book a demo, we'll show you a personalized walkthrough of an agent built from your own content, and if it fits we set your workspace up with you as part of early-access onboarding.

Yes. Use the built-in Playground to chat with your agent privately, tune the prompt and knowledge, and review answers. A Debug view shows exactly which sources the agent used to answer before you ever go public.

Only from the knowledge you give it: your crawled website, uploaded documents, and FAQs. It uses hybrid retrieval, lets you review the sources behind each answer in your dashboard, and says 'I don't know' rather than inventing an answer when the information isn't in your knowledge base.

It's built to avoid that. Answers are grounded in your sources, and the agent is tuned to defer or hand off instead of guessing. You can review every answer's sources in the Playground's Debug mode and add missing knowledge in seconds.

Yes. Agents can capture leads, book appointments, look up orders, create tickets, and call your own APIs through agentic actions, and every action is logged so you can see exactly what ran.

It hands off to a human with the full conversation context. Your agents get an AI copilot for suggested replies, plus canned responses, internal notes, SLAs, and CSAT, all in the shared inbox.

Yes, agents understand and reply in 50+ languages, auto-detecting the visitor's language from their message, so one agent can serve a global audience.

Completely. Set your colors, logo, position, greeting, and suggested questions with a live preview, so the widget matches your brand. On Pro and Business you can also remove the 'Powered by Supportweave' badge.

Your website widget, WhatsApp, Messenger, Instagram, SMS, Slack, email, and voice (phone), every conversation flows into one unified inbox so nothing falls through the cracks.

Yes. The AI voice agent answers calls, speaks naturally with your callers, and drops a full transcript into the same inbox as your chats, so phone support scales without extra headcount.

Yes. Connect Cal.com, Calendly, or your own scheduling webhook, and the agent can check availability and book directly inside the conversation.

Through agentic actions and webhooks, your agent can call your CRM, order system, help desk, or any internal API. Leads and contacts are captured in Supportweave and can be pushed onward automatically.

Point it at your website to crawl, upload documents (PDF, DOCX, TXT, MD, CSV), paste text, or add question-and-answer pairs. It indexes everything so the agent can retrieve the right passage for each question.

Schedule automatic re-crawls so answers track your latest content. Knowledge-gap detection surfaces the questions your agent couldn't answer well, so you know exactly what to add next.

It scales with your plan, from a single source on Free up to thousands on Business. Limits are counted active-only, so disabling a source frees the slot without deleting anything.

Yes. You set the agent's persona, tone, and instructions, choose how cautious it is, and decide which actions it can take. Because answers are grounded in your sources, it stays on-script for your business.

There's a Free plan, then Starter ($29/mo), Pro ($99/mo), and Business ($399/mo). Paying annually saves about 20%. See the pricing page for everything each plan includes.

Each paid plan includes a monthly pool of AI credits (Starter 150k, Pro 1M, Business 4M) that covers chat, voice, and agent actions. A typical message uses roughly 35-62 credits, so the allowance maps to thousands of conversations.

Buy a one-time top-up pack (from $29 for 150,000 credits) or upgrade your plan. Purchased credits never expire and carry over, and your monthly allowance refreshes at the start of each billing cycle.

Yes. Set per-workspace spend caps, and for resellers, per-client caps, so usage and costs never surprise you. The Free plan runs on a fixed monthly message quota with no overage.

Absolutely. Upgrade, downgrade, or cancel from the Billing page at any time. Upgrades are immediate and prorated; if you cancel you keep access until the period ends, then move to Free. See our Cancellation & Refund policy for details.

Monthly plans are billed in advance and non-refundable for the current period, but you keep access until it ends. Credit top-up packs are non-refundable, but they never expire, so they're never wasted. Annual plans are billed in advance for the year and are non-refundable, so book a demo and we'll walk through the limits with you before you commit to one.

Yes. With white-label you put your brand, domain, and emails on the product, provision a workspace for each client, and present the whole experience as your own. Your clients see your brand, your domain, and your emails end to end.

Reseller plans give you a shared pool of AI credits and multiple client seats at agency pricing. You set your own prices for clients and keep the margin. Supportweave handles the platform, you own the relationship.

Client workspaces draw from your shared credit pool, and you can set per-client spend caps so no single client runs away with usage. You can see and manage every client from the reseller console.

Yes. Every client workspace has its own knowledge, branding, channels, agents, and team, fully isolated from the others, while you manage them all from one place.

Yes, secrets are encrypted at rest (AES-GCM), 2FA is enforced, there's a full audit trail, and your data is kept under strict per-workspace tenant isolation. See the Trust Center for the full picture.

No. We never train foundation models on your content. Your knowledge and conversations are used only to power your own agents.

The tooling GDPR asks for: data export, right-to-erasure, per-workspace retention windows with automatic purging, and a DPA with a subprocessor list on request. Compliance also depends on how you configure and use the platform, so we're happy to walk your team through the controls.

Our infrastructure isn't tied to a single region, but data residency is not guaranteed unless it's specifically agreed in writing. If you need a particular region, or a completed security questionnaire, email help@supportweave.com and we'll work through it with you.

Yes. Invite teammates and assign roles (admin, member, viewer) so the right people can manage settings, work the inbox, or just observe. Seats scale with your plan.

Yes. The shared inbox lets agents claim and assign conversations, leave internal notes, use canned replies, and collect CSAT, with the AI copilot drafting replies alongside them.

Every plan gets documentation and email support; Business adds priority support and onboarding help. Resellers get the tooling and guidance to support their own clients.

Email help@supportweave.com for product help, or use the contact page to reach sales about reseller plans, security reviews, or anything else.