How does text answering work?
Even though our live chat widget is mobile-friendly, sometimes potential clients just want to text you instead, or they find you on Google and text before even visiting your site. So, using your live chat account — and drawing from your chat quota and instructions — our agents can answer your text messages, too! Just request the service by emailing us at email@example.com, we’ll give you a text-enabled number, and then you can start promoting it on your site and other marketing materials.
How much does text answering cost?
Text answering is set up and billed through your live chat account. We simply treat it as another “channel” for text-based conversations. So, you can start with the Starter plan, and we’ll answer 20 texts and/or chats per month, or you can opt for the Pro plan with 50 texts/chats. The plan cost doesn’t change if we end up answering all chats, all texts, or a combination of both.
Do you bill per chat?
We charge per chat, on a monthly basis. So, with the Basic Plan, for example, you would pay $300 and get 50 chats over the next 30 days (the “monthly billing cycle”). Got over 30 chats? No problem. We charge per chat once you’ve used up your quota (the per-chat cost depends on your plan).
How do you charge for add-ons?
We charge per chat, per month for scheduling and integrations. For example, you’ll pay $20/month to add scheduling to a Starter plan, and $1/chat after your 20-chat quota. The free chatbot plan includes 5 Q&A and 1 Playbook with 5 input fields. We charge a flat monthly fee to add unlimited Q&A or unlimited Playbooks to your chatbot.
What happens to the knowledge base of my trained chatbot if I cancel?
We keep all your existing data if you cancel. So, when you resume in the future, you don’t have to retrain your bot or dig up directions you sent us to handle your chats properly. We will just eagerly await your return.
Do I have to sign a contract?
Nope! All Smith.ai plans are month-to-month with no annual contract required. If you’re leaving, you won’t be charged past the current billing cycle — simple as that. Starting back up again is easy, too. And we never charge setup or cancellation fees.
What is a "relevant" chat?
A relevant chat is not spam, sales, accidents, tests, random “hellos,” or incomplete conversations. To us, chats are relevant when we collect a name and email address, and we determine the intent of the chat. We only charge for relevant chats.
Can I pause service and resume?
Since your account is prepaid and month-to-month, you can stop at any time — we’ll finish out the month you’ve already paid for. To stop immediately, let us know and we’ll hold off on any future responses. To resume service, choose a plan and email us to let us know! We’ll start back up right where we left off.
How do I cancel?
You can cancel anytime by emailing us at firstname.lastname@example.org. We’ll get right on it (we require one week notice before your next billing date to give our team time to process it) and won’t hassle you to stay. Ok, truthfully, we might ask a few questions, but we won’t go all Comcast on you. But we will miss you!
Is there a cancellation fee?
No way. With no annual contract, when you cancel, you just finish out your current month, which has already been prepaid by you. Give us a heads up one week in advance, and we won’t charge you past your current billing period.
If I cancel, should I remove the widget from my website?
No need. When you cancel your account, the chat widget will “disappear” automatically. But we take no responsibility for new leads or opportunities you may miss out on.