What is Custom Answer?
Custom Answer is an AI-powered platform that automates customer support. It integrates with social media, builds knowledge bases, and deploys AI agents to handle inquiries, process media, and escalate issues when needed.
How does Custom Answer work?
Custom Answer uses AI to understand and respond to customer inquiries across connected platforms. You create knowledge bases that teach the AI about your products, services, and policies. The AI then handles customer conversations automatically, escalating to human agents when necessary.
Which platforms does Custom Answer support?
Currently, Custom Answer supports Facebook Messenger. WhatsApp and Instagram integrations are coming soon. We're continuously working to add more platforms.
How much does Custom Answer cost?
Custom Answer uses a coin-based system. We offer various packages starting from $10 for 4,000 coins. New users receive 1,000 coins free to try the service. Check our pricing section for more details.
What are coins and how do they work?
Coins are our virtual currency. One coin is approximately equivalent to one message processed by our AI. Usage may vary slightly based on knowledge base size, conversation length, and attachments.
Do I need to provide a credit card to start the free trial?
No, you can sign up and receive 1,000 free coins without providing payment information. You'll only need to add a payment method when you want to purchase additional coins.
Can I cancel my account?
Yes, you can cancel your account at any time. Since we use a pay-as-you-go model with coins, there are no recurring charges or subscriptions to cancel.
How do I set up my knowledge base?
After creating an account, you can create and manage knowledge bases through the dashboard. You can add information through our user-friendly interface or import existing FAQs and documentation. The system will automatically process this information to train the AI.
How does the escalation system work?
Our AI agent intelligently determines when a conversation needs human attention. You can customize escalation thresholds based on various factors like confidence levels, specific keywords, or customer sentiment. When escalated, the system notifies designated admins who can take over the conversation.
Can I manage multiple brands or businesses?
Yes, Custom Answer allows you to create and manage multiple knowledge bases supporting different businesses or departments within your organization, all from a single account.
Can the AI handle images or attachments?
Yes, our AI can process and respond to images and attachments sent by customers. The system can identify common visual content and respond appropriately or escalate to a human agent when needed.
How secure is my data?
We implement end-to-end encryption for all platform data and conversations. Your data is protected with military-grade encryption, and we follow industry best practices for security.
Is Custom Answer GDPR compliant?
Yes, Custom Answer is fully compliant with global data protection regulations including GDPR and CCPA. We prioritize user privacy and data protection in all aspects of our service.
Who owns the data in my knowledge base?
You retain full ownership and control of all your data, including your knowledge base content and customer conversations. We do not use your data for any purpose other than providing the service to you.
How can I get technical support?
You can reach our support team via email at [email protected] or through our Facebook Messenger chat button located on our website. We aim to respond to all inquiries within 24 hours.
Do you offer onboarding assistance?
Yes, we provide onboarding assistance to help you set up your account, connect your platforms, and create your first knowledge base. Enterprise customers receive additional onboarding support.
Is there any documentation or tutorials available?
Yes, we provide comprehensive documentation and video tutorials in our Help Center to guide you through setting up and using Custom Answer effectively.
Still have questions?
We're here to help. Reach out to our support team and we'll get back to you as soon as possible.
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