#Getting started
Do I need a credit card to get started?
No. When you sign up, you start on the free plan; you need a card when you choose a paid plan. See Subscription and payments.
What is a workspace, and how many can I create?
It holds the agents, automations, campaigns, contacts and channels of one business. Your plan doesn't limit the number of workspaces. See Workspaces and Overview.
How do I add a teammate?
In AccountTeam, create their user with an email, an initial password and permissions. See Team, roles and permissions.
#Chat agent
What language does the agent answer in?
In the language of the customer's last message. So you can write the instructions in your own language. See Supported languages.
How do I test the agent before customers use it?
With Test Chat, at the top of the agent's page. See Testing and publishing.
I changed the agent or an automation, but it works the same as before. Why?
You probably saved only the draft: press Publish and confirm. See Did you save and publish?.
How can a customer talk to a person?
Turn on live chat in the Agent profileOperator Chat tab: the customer asks for an operator and a teammate takes over the conversation. See Agent profile: Operator Chat.
#Voice agent and phone
Can I use the number I already have?
Yes: with call forwarding set up with your phone carrier, or by connecting your PBX through a SIP line. Even with call forwarding, the agent needs its own number to forward calls to: a platform number, bought from the console, or a SIP line. Platform numbers and SIP lines depend on your plan. See Connecting your phone: the options and Plans, quotas and usage.
Can I give the same voice agent more than one number?
Yes, if the agent is inbound: press the number in the agent's top bar and add the others in “Manage numbers”. An outbound agent has only one number, but it can share it with other outbound agents. See Assigning and managing numbers.
How are call minutes counted?
From the moment the call is answered: ringing doesn't count. Outbound calls count 1.5 times. The calculation, with examples, is in How usage is counted.
Why does a call show as “Unsuccessful”?
Because the call didn't become a conversation. Maybe nobody answered and spoke: a busy number, voicemail, no answer. Or SupportFast rejected it before the agent answered, for example because the agent was paused (“Agent paused at call time”), the month's minutes had run out (“Voice minutes exhausted”) or all concurrent calls were already in use (“All lines busy”). The call summary tells you what happened: see Calls: list and details and The call shows as “Unsuccessful”.
Why don't I get the end-of-call email for some calls?
The email is sent only for successful calls. See Calls: list and details and Post-call: data, email, webhook.
A customer doesn't want to be recorded. What happens?
If you turned on Recording with consent and the customer refuses consent during the call, the call audio is not kept in SupportFast, not even the part recorded before the refusal. The transcript and the summary remain. See Recording and consent.
Can I test the voice agent without a number?
Yes, from your browser, with Test CallWeb Call. See Testing the agent.
Which calendars can the voice agent book appointments in?
Cal.com, Calendly and Google Calendar, which you connect from the workspace's Integrations page. Calendly requires a paid Calendly plan: with the free one, the agent sees the free time slots but can't book appointments. See Appointments: how they work.
#Channels
Can I connect two WhatsApp numbers to the same workspace?
No: each workspace connects only one WhatsApp number. For a second number, create another workspace. See WhatsApp: connecting your number.
Can I message a customer first on WhatsApp?
Yes, with a template approved by Meta. See Meta rules: 24 hours, costs, limits.
Can I keep using the WhatsApp Business app on the same number?
Yes, with coexistence: the agent answers from SupportFast and you keep writing from the app. See Coexistence with the WhatsApp Business app.
What do I need to connect Instagram?
A professional Instagram account, preferably of the “Business” type, linked to a Facebook Page that you manage. See Instagram.
#Contacts, campaigns and automations
Who has to collect the contacts' consent?
Your business, before writing or calling with a promotion. See Consent and rules.
How do I stop messages to a contact who no longer wants to be contacted?
Block them with Block contact and choose the reason “Does not want to be contacted”. See Blocking contacts.
If I import the same file twice, will I create duplicates?
No: if the email or phone number in a row already belongs to a contact, that contact is updated. See Importing contacts.
Can I change the audience of a campaign that has already started?
After the first launch, the audience stays fixed: duplicate the campaign and choose the new audience in the copy. See Creating a campaign.
Can I start an automation on a specific date?
Yes, when the event carries the date with it, for example an appointment booked during a call: the automation waits until that day. See the reminder example.
#Account and plans
When do the plan quotas reset?
On the first day of every month, whatever your renewal date. See How usage is counted.
How do I cancel my subscription?
In AccountSubscription, press Manage Subscription and cancel from the payment portal. The plan stays active until the end of the paid period. If you still pay with PayPal, there is no portal: to cancel, or to change plan, write to info@supportfast.ai. See Canceling your subscription.
Can I use a promo code for an upgrade?
Yes: in the upgrade confirmation, type the code in “Promo code” and press Apply. On your first purchase, instead, you enter the code on the payment page. See Upgrading.
If I use my own OpenAI key, do I have no more limits?
The key removes the plan limit only on AI messages; the other quotas stay those of your plan, and the Monthly Message Limit you set on an agent still applies. The “OpenAI key” panel is in AccountSubscription if your plan includes your own key, and only people with the “Billing” permission can see it: if you can't find it, see If the “OpenAI key” panel is missing. Everything about the key: OpenAI key.
Where do I find my invoices?
In the payment portal, which you open with Manage Subscription. See Subscription and payments.
#Data and privacy
Can I delete data I no longer need?
Yes: from the console you can delete conversations, calls and contacts, which disappear from the console. Export what you want to keep first. For a data request under the GDPR, for example from one of your customers who asks for erasure, or to find out how long data stays in our systems, write to info@supportfast.ai. See Privacy and security.
Can I export my data?
You can export each agent's conversations and your contacts to a file; you download recordings from the call details. See Exporting and deleting.
Do you use my data to train artificial intelligence?
We don't: we don't use your data, or your customers' data, to train artificial intelligence models. It is a commitment in the Privacy Policy. The providers that process data on our behalf are in the list of Sub-processors. If you connect your own OpenAI key, messages go through your OpenAI account and the terms you have with OpenAI apply.
Does the widget use cookies?
The widget doesn't set cookies. It does save some data in the visitor's browser storage (localStorage): a code that links the browser to their chats, the link to the contact, the open conversation and the date of the privacy consent. Check with your privacy consultant how to cover them in your privacy notice and your cookie manager. See History and data saved in the browser.