Frequently Asked Questions

Everything you need to know about UniversalChatbot.

General

UniversalFlow creates autonomous chatbots that handle customer conversations automatically—no human needed. SupportBuddy assists your human agents by suggesting responses in real-time. The agent reviews and sends. Both use the same AI and knowledge base.
No. UniversalFlow is a visual, no-code platform—drag and drop nodes to build flows. SupportBuddy is a browser extension your agents install. Developers can extend functionality through our API if needed.
UniversalFlow deploys to Web Chat (embeddable widget) and Intercom today, with WhatsApp and Telegram coming soon. SupportBuddy works with Intercom via a Chrome extension.
Absolutely. A common setup: use UniversalFlow chatbots to handle routine questions automatically, then hand off complex issues to human agents who use SupportBuddy for AI-assisted responses.

SupportBuddy

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 10 seconds before leaving. Quick bounces under 10 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. Basic flow nodes (Prompt, Decision, Condition) don't use AI at all. The Free tier includes a one-time $1 allowance after adding a card.
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. 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 less any AI usage. 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 (less any AI usage) 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.
Yes. Upgrades take effect immediately—you pay the pro-rated difference. Downgrades take effect at your next billing date.

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