> ## Documentation Index
> Fetch the complete documentation index at: https://docs.totebot.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Common questions about Totebot, the AI agent for customer support and sales

## General

<AccordionGroup>
  <Accordion title="What is Totebot?">
    Totebot is an AI agent that handles customer support and sales for your business, wherever your customers are. It answers questions, recommends products, captures leads, takes bookings, and closes sales in the same conversation, across your website, WhatsApp, Telegram, and email. When a person is needed, it hands the conversation to your team.
  </Accordion>

  <Accordion title="How does Totebot help my business?">
    Totebot answers customer questions instantly, guides people to what they need, and can take action (add to cart, capture a lead, book a demo) right in the chat. This deflects repetitive support, increases conversions, and frees your team for higher-value work.

    **Key benefits:**

    * 24/7 customer support across channels
    * Faster product and answer discovery
    * Personalized recommendations
    * Higher conversion rates
    * Human handover when it matters
  </Accordion>

  <Accordion title="What kinds of businesses use Totebot?">
    Online stores (Shopify, WooCommerce, or a custom store), property rentals, support teams, and services or B2B companies. Small businesses can start for free, and larger teams scale up with more agents, deeper analytics, and integrations.
  </Accordion>

  <Accordion title="Do I need to be an e-commerce store to use Totebot?">
    No. Any business that wants to answer questions, capture leads, or provide 24/7 support can use Totebot. The e-commerce features, such as product catalog search, cart management, and checkout, apply when you connect a store (Shopify, WooCommerce, or a custom webshop), but they're optional.
  </Accordion>

  <Accordion title="Can Totebot hand off to a human?">
    Yes. When an agent can't resolve something, it escalates the conversation into a support ticket in your team's Help Desk. An operator can reply by email or take the conversation over live, with replies routed back through the customer's original channel. Escalation can be triggered by the customer asking for a human, or by the agent when it can't resolve the issue.
  </Accordion>

  <Accordion title="How long does it take to set up Totebot?">
    You can go live quickly. Connect a channel or store, add some knowledge, and the agent is ready. Shopify connects in one click; other channels and stores connect from the dashboard. You can keep refining at your own pace.
  </Accordion>

  <Accordion title="Do I need coding skills to use it?">
    No coding skills are required. Everything is handled through an intuitive dashboard with clear options for training, customization, and integrations.
  </Accordion>

  <Accordion title="How much does Totebot cost?">
    Totebot has four plans:

    * **Free (\$0)**: 50 messages/month
    * **Basic (\$49/month)**: 1,000 messages/month, basic analytics
    * **Pro (\$149/month)**: 6,000 messages/month, AI insights, Help Desk
    * **Scale (\$399/month)**: 20,000 messages/month, built for larger businesses

    Past your allowance, extra messages cost a flat \$0.04 each on every plan. Yearly billing saves 20%, and every paid plan starts with a 30-day free trial. See the [Pricing](https://totebot.ai/pricing) page for the full feature breakdown.
  </Accordion>
</AccordionGroup>

## Features & Usage

<AccordionGroup>
  <Accordion title="What platforms can I use Totebot on?">
    Totebot works on:

    * Your website (via embed)
    * Shopify
    * WooCommerce
    * WhatsApp
    * Telegram
    * Email
    * And through the [Public API](/api/public-api), it can connect to custom platforms.
  </Accordion>

  <Accordion title="How does Totebot understand what to answer?">
    It uses the knowledge you give it (documents, FAQs, links, and text), plus your product catalog if you connect a store, combined with leading AI models that interpret customer questions in natural language.
  </Accordion>

  <Accordion title="What is the Knowledge section and how do I use it?">
    The Knowledge section is your agent's memory. You fill it with:

    * Uploaded files (PDFs, docs, catalogs)
    * Text entries
    * Links to your pages or policies
    * Q\&A pairs for specific questions

    Your agent uses this to provide brand-aligned, accurate answers.
  </Accordion>

  <Accordion title="Can I train the agent myself?">
    Yes, you can and should. Training is done through the dashboard by adding or updating Knowledge content. The more relevant data you provide, the smarter and more helpful your agent becomes.
  </Accordion>

  <Accordion title="Can Totebot handle multiple languages?">
    Yes. Totebot supports 95+ languages and can reply in multiple languages depending on what your customers speak.
  </Accordion>

  <Accordion title="How does sentiment analysis work?">
    Totebot analyzes the emotional tone of each conversation and classifies it as positive, neutral, or negative. It also provides a confidence score, so you know how certain the AI is about its reading.
  </Accordion>

  <Accordion title="Can I customize the design of the chat widget?">
    Yes. You can adjust the agent's name, profile image, colors, light or dark theme, bubble placement, labels, and welcome messages, so it matches your brand. You can also enable voice input, attachments, message feedback, and per-page welcome messages.
  </Accordion>

  <Accordion title="What analytics does Totebot provide?">
    Analytics is one scrolling page with four areas:

    * **Engagement**: conversations, unique users, messages, messages per conversation
    * **Quality**: resolution rate, friction rate, negative sentiment rate, containment rate
    * **Revenue & Commerce** (with a connected store): products added to cart, checkout starts, revenue generated
    * **Insights** (Pro and Scale): sentiment, intent, top questions, and top product mentions
  </Accordion>

  <Accordion title="How many AI models does Totebot support, and can I choose between them?">
    Totebot supports a wide range of leading AI models from OpenAI (GPT-5 family and GPT-4o), Anthropic (Claude Opus, Sonnet, and Haiku), Google (Gemini 2.0, 2.5, and 3), Mistral, and xAI (Grok). You can switch between them anytime in your dashboard based on performance, cost, or use case. The model picker always shows the full, up-to-date list available on your plan.
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="Does Totebot integrate with Shopify?">
    Yes. Totebot has 1-click integration with Shopify. It can update carts in real time, read inventory, and allow customers to complete purchases inside the chat.
  </Accordion>

  <Accordion title="Can I connect Totebot with WooCommerce?">
    Yes. Totebot has a native WooCommerce integration: connect your store, install the Totebot AI plugin, and your agent gets your product catalog plus the chat widget on your storefront. See the [WooCommerce integration guide](/integrations/woocommerce).
  </Accordion>

  <Accordion title="My webshop is not built on Shopify or WooCommerce, can I still use Totebot?">
    Yes, absolutely! Totebot offers a Custom Webshop integration that works with any e-commerce platform. Our team will gladly help you with the integration and the whole setup.
  </Accordion>

  <Accordion title="Does Totebot work with WhatsApp and Telegram?">
    Yes. Customers can interact with your agent directly in WhatsApp or Telegram, giving you omnichannel reach.
  </Accordion>

  <Accordion title="What's the purpose of Meta (Facebook/Instagram) integration?">
    Meta integration allows your agent to send events (view product, add to cart, checkout, etc.) to Meta Ads Manager. This lets you build retargeting and lookalike audiences for ads.
  </Accordion>

  <Accordion title="How does Google integration work?">
    By connecting your Google Ads/Analytics account with a Measurement ID and API Secret, your agent can send user activity back to Google. You can then run retargeting campaigns and build audiences.
  </Accordion>

  <Accordion title="Can Totebot integrate with custom webshops or APIs?">
    Yes. Custom Webshop integrations are managed by our support team and can connect Totebot to custom stores or third-party catalogs. [Contact us](mailto:support@totebot.ai) to discuss your setup.
  </Accordion>
</AccordionGroup>

## Privacy & Security

<AccordionGroup>
  <Accordion title="What data does Totebot store from conversations?">
    Totebot keeps a record of conversation logs, which include customer questions, your agent's replies, and sentiment analysis results. If you enable it, your agent can also store optional contact details such as email addresses or phone numbers that customers provide.
  </Accordion>

  <Accordion title="Can I collect customer emails (or other contact details) through Totebot?">
    Yes. You can configure your agent to prompt customers for an email address during a chat (**Settings → Email capture**), and capture richer leads through an [AI Action](/dashboard/ai-actions). Collected contacts appear in your dashboard so your team can follow up.
  </Accordion>

  <Accordion title="Is my customer data secure?">
    Yes. Totebot follows modern security standards including encryption, authentication, and access controls to protect both your data and your customers' information.
  </Accordion>

  <Accordion title="Can I limit how often the agent can be used?">
    Yes. Security settings let you apply IP rate limits. You can set how many requests per IP are allowed in a given time window, and display a custom message when the limit is exceeded. This helps prevent spam and abuse.
  </Accordion>

  <Accordion title="How are Knowledge documents stored?">
    When you upload PDFs, text, links, or Q\&A entries into the Knowledge section, they're securely stored and indexed to train your agent. These documents are never shared outside your account and remain accessible only to your team within Totebot.
  </Accordion>

  <Accordion title="How is customer data managed and secured on your platform?">
    All data is handled with strict security measures. Conversation logs and customer details are encrypted in transit (while being sent) and at rest (when stored). Only authorized users with dashboard access can view this data. You also have full control to delete collected data at any time.
  </Accordion>
</AccordionGroup>

## Customization & Flexibility

<AccordionGroup>
  <Accordion title="Can I change the agent's welcome message?">
    Yes. In Content Settings (under Chat Interface), you can write any welcome message that matches your brand voice.
  </Accordion>

  <Accordion title="Can I customize labels like buttons and placeholders?">
    Yes. The Labels section (within Chat Interface settings) lets you rename elements such as Add to Cart, Checkout, Start Chat, etc.
  </Accordion>

  <Accordion title="Can I add multiple agents for different brands or use cases?">
    Yes. Free and Basic include 1 agent, Pro includes 2, and Scale includes 3. You can point each agent at a different brand, store, or use case.
  </Accordion>

  <Accordion title="Can I control how 'warm' or 'formal' the agent's responses are?">
    Yes. The Temperature setting lets you adjust response style, from reserved and precise to more creative and friendly.
  </Accordion>

  <Accordion title="Can I test different AI models to compare performance?">
    Yes. The Compare page in your dashboard runs the same conversation against different models, temperatures, or instructions side by side, so you can see which setup gives the best balance of quality and cost.
  </Accordion>
</AccordionGroup>

## Need More Help?

<CardGroup cols={2}>
  <Card title="Contact Support" icon="envelope" href="mailto:info@Totebot.ai">
    Email us for personalized assistance
  </Card>

  <Card title="Getting Started" icon="rocket" href="/getting-started">
    Complete setup guide and tutorials
  </Card>
</CardGroup>