Frequently Asked Questions

Everything you need to know about UniversalChatbot.

General

UniversalFlow creates autonomous chatbots that handle customer conversations automatically. No human needed. Deploy to your website, Intercom, WhatsApp, or Telegram.

UniversalInbox is the agent workspace where your team handles every conversation a flow routes to humans. One queue across every channel. Requires UniversalFlow. A flow can be bot-driven, or just connect a channel and forward straight to humans.

SupportBuddy is the AI brain that drafts knowledge-grounded reply suggestions. Optional. Turn it on for any flow and the drafts show up inline in UniversalInbox. Teams who live inside Intercom can install the standalone Chrome extension instead.

No. UniversalFlow is a visual, no-code platform. Drag and drop nodes to build flows. UniversalInbox and SupportBuddy are zero-config: connect a channel, seat your agents, start replying. Developers can extend functionality through our API if needed.

UniversalFlow deploys to Web Chat (embeddable widget), Intercom, WhatsApp, and Telegram.

UniversalInbox covers the same four channels. Your agents reply on whichever channel the customer used.

SupportBuddy works with Intercom via a Chrome extension.

Absolutely. The three are designed to layer. A common setup: UniversalFlow chatbots handle routine intake automatically, hand off complex cases into UniversalInbox where your team picks them up, and SupportBuddy's AI drafts replies inline so agents resolve faster.

UniversalInbox

Webchat (your embeddable widget), Intercom, WhatsApp, and Telegram. Your agents reply on whichever channel the customer used.
UniversalFlow is required because it owns the channel connections (Webchat, Intercom, WhatsApp, Telegram). You don't have to build any bot flows, though. Connect a channel and your team can start replying directly from UniversalInbox. SupportBuddy is fully optional and adds AI suggestions inside the inbox.
Per agent, per month. See the pricing page for current rates. AI usage rolls into the same allowance you use for UniversalFlow and SupportBuddy.
From your customer portal, open the Agents resource and seat any team member who's already a member of your entity. They get inbox access immediately.
It runs in any modern browser. The current layout is optimised for desktop; mobile-first agent workflows are on the roadmap.

SupportBuddy

$49/month, or $490/year — two months free. It's a paid add-on to any paid plan (not available on Free); once added, it's a flat fee for unlimited buddies — turn one on per flow that needs it. The AI it uses draws from your plan's shared monthly allowance, and any usage beyond the allowance is billed at cost plus a processing fee.
When a customer message arrives in Intercom, SupportBuddy analyzes it and searches your knowledge base for relevant information. It generates a suggested response grounded in your documentation, along with a confidence score. You review, edit if needed, and send.
SupportBuddy is designed to ground responses in your knowledge base, not improvise. Each suggestion shows a confidence score. High confidence means it found strong matches in your docs. Low confidence alerts you to review more carefully. The agent always has final say before sending.
SupportBuddy uses Claude by Anthropic for response generation, combined with retrieval-augmented generation (RAG) to ground responses in your knowledge base. This ensures responses are accurate and on-brand.
Yes. Customer conversations are processed in real-time and not stored beyond the session. We don't use your data to train AI models. All data transfers use HTTPS encryption.
Autonomous Mode lets SupportBuddy automatically send responses when confidence is high enough. You set the threshold (e.g., 90%). High-confidence responses go out immediately; lower-confidence ones wait for agent review. You stay in control of what gets automated.
No. SupportBuddy is a Chrome extension that works inside Intercom. No migration, no workflow changes. Your agents keep using Intercom exactly as they do today, with AI suggestions appearing alongside conversations.

Billing & Pricing

A conversation counts when a user either finishes your flow (reaches an Exit node) or engages for more than 60 seconds before leaving. Quick bounces under 60 seconds, failed connections, and test sessions in the simulator don't count. You pay for real engagement, not mistakes.
Each plan includes a monthly AI allowance for AI-powered features. When you use features like Intent Recognition, Knowledge Agents, Content Generation, or SupportBuddy suggestions, the actual AI cost is deducted from your allowance. If you exceed it, additional usage is billed at cost plus a processing fee. Basic flow nodes (Prompt, Decision, Condition) don't use AI at all.
No. Your AI allowance resets each billing cycle. Unused allowance does not roll over to the next month.
Your chatbots keep running. We never cut off your customers. For conversations, you're billed at your plan's overage rate. For AI usage, additional usage is billed at cost plus a processing fee. We'll notify you at 80% and 95% of your limits so there are no surprises.
The card requirement helps us provide a one-time $1 AI allowance for you to try AI features without risk. We won't charge you unless you explicitly upgrade to a paid plan.
Annual plans give you 2 months free (17% savings). Cancel within 30 days for a full refund of everything you've paid on the annual plan — the base fee plus any seats or add-ons — less any AI you've already used (billed at cost plus the processing fee). After 30 days, cancellation takes effect at the end of your billing term.
Yes. Cancel anytime from your account settings. Monthly plans stop at the end of the billing period. Annual plans offer a full refund of everything you've paid on the plan — base fee plus any seats or add-ons, less any AI you've already used, billed at cost plus the processing fee — within 30 days; after that, cancellation takes effect at the end of your term.
Yes. Your remaining monthly balance is credited toward your annual plan, which starts immediately. The 30-day money-back guarantee runs from when your subscription started, so it applies only if you switch within the first 30 days of your subscription.
Yes. Upgrades take effect immediately and you pay the pro-rated difference. Downgrades take effect at your next billing date.

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