Frequently Asked Questions

Have questions about how Subsights works? You're in the right place. We've compiled answers to our most common questions about our platform, features, and pricing. If you can't find what you're looking for, our team is always ready to help.

Q: How does it work?

Subsights provides a powerful AI chatbot for your website, transforming it into a 24/7 expert assistant. We go beyond simple tools to create a lightweight, fully-managed platform that extends your existing website, providing immense value to your visitors and your team without any heavy onboarding or technical overhead.

Q: How does the setup process work?

We start by building an "Expert Brain" for your business. We use your existing website content and enrich it with nuanced FAQs and custom behaviors to create a knowledge base. This allows the AI to provide instant, accurate, and consistent answers to visitor questions, acting as a reliable extension of your team.

Q: How does the AI improve over time?

Your AI becomes a growing asset. Through our analytics, you can easily see what your customers are asking about. This allows us to work with you to continuously refine the AI's knowledge base, making it an intelligent tool that grows with your business and constantly gets smarter.

Q: How does Subsights integrate with my existing website and tools?

integration is seamless and designed to be lightweight. The AI can be added to your site with a simple no-code embed, and it works with your existing tools and workflows in several powerful ways:

Lead & Support Routing: We can route hot leads directly to your CRM (like HubSpot) or send instant email notifications to any team member. The chatbot is also time-aware, meaning it can provide a direct phone number to connect visitors with a live agent during your specified business hours.
Dynamic Data Sources: We can connect to live, public event calendars. This allows the AI to answer time-sensitive questions from visitors—like "what's happening next week?"—using the most up-to-date information, just like we do for Visit Sun Valley.
Automated Reporting: Stay on top of performance without logging in. We can send customized daily or monthly reports with key stats directly to your inbox.

Q: What platforms does Subsights work with? Can I add it to my Shopify / WordPress site?

Yes, absolutely. Our AI chatbot is designed to work on virtually any website platform that allows you to add a custom code snippet. This includes popular platforms like WordPress, Shopify, Wix, Squarespace, and many more.

Installation is incredibly simple. You just copy a two-line script from your Subsights dashboard and paste it into your website's code. Once you do, the chatbot widget will appear.

In rare cases, a website's custom CSS or existing code might affect the chatbot's initial formatting. This is usually a quick fix, and our team is always on standby to work directly with you or your developer to ensure everything looks and works perfectly.

Q: Can the chatbot speak languages other than English?

Yes. Our AI is designed to be multilingual. It automatically detects the language a visitor is using and responds in that same language. Even if your website and knowledge base are entirely in English, the chatbot can seamlessly communicate with users in Spanish, French, German, and many other languages, allowing you to effectively engage a global audience.

Q: How does Subsights compare to other chatbot providers like Intercom?

While there are many chat tools available, Subsights was built differently from the ground up with a modern, AI-first approach. Many platforms are legacy systems that have added AI as a feature. Subsights is an agentic platform, meaning every component—from conversation flows to analytics and lead summaries—is powered by an intelligent AI core.

This fundamental difference leads to a few key advantages for your business:

Deeper Intelligence, Less Manual Work: We solve the "bad chatbot" problem. Instead of giving you a generic tool that requires immense effort to be useful, we provide a managed, personalized service. We excel at refining the complex behaviors needed to create a true expert assistant for your website, saving you the work.
Transparent & Cost-Effective Pricing: You get the power of an enterprise-grade AI without the punishing costs. Our pricing is straightforward and designed to provide a clear ROI, free from the complex, legacy pricing models of many larger providers.
A Modern, Faster Platform: Our entire system is built to be beautiful, fast, and intuitive. You get a seamless experience without the weight of a clunky, legacy interface.
Personalized & Responsive Support: As a focused company, your success is our top priority. You get direct access to our expert team, ensuring you receive the responsive, high-touch service needed to achieve your goals.

In short, we're here to disrupt the chat business by providing a more intelligent, cost-effective, and beautifully designed solution with the personalized support to ensure it succeeds.

Q: Can I customize the chatbot's appearance and personality to match my brand?

Yes, absolutely. We make it simple to ensure your AI assistant perfectly matches your brand's look and feel.

From the "Appearance" tab in your Subsights app, you have full control over the visual design. You can:

Upload Your Logo: Your logo will be used as the chat icon on your site and within the chat window itself.
Customize All Colors: Easily adjust the colors of the header, buttons, backgrounds, and text to seamlessly blend with your website's design.
Set the Chatbot's Name: You can give your AI assistant a custom name that aligns with your brand's voice.

Beyond the visual appearance, the chatbot's "personality" is shaped by the custom behaviors and nuanced answers we help you build, ensuring it acts as a true, on-brand extension of your team.

Q: How do Professional and Professional+ differ?

Our plans are designed to match different business needs.

The Professional plan is a comprehensive, low-cost solution perfect for most small to medium-sized businesses. It includes one chatbot and one seat, making it ideal for a company with a single website and one team member managing it. You still get full access to our analytics, reporting, and integration features, with a generous limit of 600 conversations per month.

The Professional+ plan is designed for businesses with higher volume, multiple websites, or larger teams. It includes everything in Professional, plus:

More Capacity: You get 2 chatbots, 3 seats for your team, and a much higher limit of 2,200 conversations per month.
Lower Overage Costs: If you exceed the monthly limit, additional conversations are half the price at just $0.20 each.
Advanced Features: This plan also includes 2 custom reports and a Website AI SEO Audit, which shows you how your company appears when queried by major AI models.

Q: What's included in the Free Trial, and what happens when it ends?

Our 30-day free trial is a completely risk-free way to experience the full power of Subsights, with no credit card required. You get access to all the features of our Professional plan and the freedom to explore on your own.

However, setting up a powerful AI isn't always a simple plug-and-play process. To ensure you have a painless and successful experience, the trial includes our hands-on support. Our team is available to provide the same setup and onboarding we offer our paying customers, helping you get your chatbot live and optimized from day one.

We'll reach out shortly after you sign up to offer assistance, and check in again as your trial comes to a close to discuss your experience and find the best plan for you.

Q: Who is the Enterprise plan for, and what does "Customizable Solutions" include?

Our Enterprise plan is the premier solution for large-scale businesses and organizations that require a powerful, fully-tailored AI strategy. This is the right choice if you're looking to move beyond standard features and integrate a strategic AI asset deeply into your operations.

The Enterprise plan is built for you if you need:

Unlimited Scale: Handle any volume of conversations across multiple websites or departments with a robust infrastructure designed for high performance.
Deep & Bespoke Integrations: Go beyond our standard offerings with custom-built integrations for your specific CRM, internal databases, or proprietary software.
Advanced Security & Compliance: Meet your organization's rigorous security protocols with features like advanced data handling, custom compliance, and dedicated security reviews.
White-Glove Strategic Support: Work directly with a dedicated account manager who understands your business goals and provides proactive support, custom reporting, and strategic guidance to maximize your ROI.

If this aligns with your business needs, the next step is a direct consultation. Contact our team to begin designing your custom AI solution.

Q: How does billing work, and what happens if I go over my monthly conversation limit?

You can manage your subscription, plan, and billing information at any time by logging into the Subsights app at app.subsights.com. From your workspace, you can access our secure Stripe billing portal to update payment methods and view your invoice history. For any billing questions, you can also email our team or ask our website chatbot for assistance.

We have a proactive process for overages to ensure your service is never interrupted unexpectedly.

We Notify You: If our system forecasts that you are approaching your monthly conversation limit, our team will reach out to you.
We Request Approval: We will ask for your approval to add credits to your account to cover the forecasted overage for the remainder of the month.
We Ensure Continuity: If we don't receive a response, we will automatically add and bill for the estimated credits needed to prevent any disruption of service.

All additional conversations are billed at the overage rate specified in your plan.

Q: What large language models (LLMs) does Subsights use, and how is my data handled?

We leverage state-of-the-art, enterprise-grade AI models from leading providers like OpenAI and Google to power our platform. This allows us to provide a highly intelligent and capable service.

We take data privacy and security extremely seriously. How we handle your data is governed by our strict Data Processing Agreement (DPA) and is designed for your protection:

Your Data is Not Used for Training: As outlined in our DPA, our AI model providers are contractually prohibited from using any data processed through our platform to train their general models. Your business data and your customers' conversations remain your own.
Secure & Compliant Hosting: All data is hosted with trusted, secure infrastructure providers like Amazon Web Services (AWS), which adhere to rigorous global security standards.
You Are in Control: As the "Controller" of your data, you have full ownership. We act as the "Processor," meaning we only handle data according to your instructions and for the purpose of providing our service to you.

You can review our full Data Processing Agreement for complete details here: https://www.subsights.com/data-processing-agreement

Q: Do you have an API for developers?

Currently, we do not offer a public, self-serve API for general use. Our platform is designed to be a powerful, fully-managed solution that is easily embedded on your website with a simple code snippet.

While API keys are generated within our app for your chatbot instance, direct API access for custom development—such as integrating our chat functionality into a different application—is considered an enterprise-level feature. For clients on our Enterprise plan with specific needs, we can explore creating custom API endpoints as part of a tailored solution.

If you have a specific, large-scale project in mind that would require API access, please contact our team to discuss your requirements.

Q: What types of data sources can I use to train my chatbot?

Our platform is designed to be incredibly flexible, allowing you to build a rich knowledge base from the data sources you already use.

You can easily add content directly within the Subsights app using:

Website Content: Add individual URLs or upload your entire sitemap (sitemap.xml). You can even set rules, like excluding content published before a certain date, to keep your knowledge base perfectly relevant.
Q&A Pairs: For critical information, you can manually add specific questions and answers to ensure your AI responds with the exact wording you want, every time.
Text Sources: You can add free-form text under specific topics directly in the app. This is perfect for product details, company policies, or other key information that might not be on your website.
File Uploads: We natively support .pdf, .txt, and .md files, with plans to add support for more types soon.

Our goal is to work with the content you have. If you have a file type that isn't natively supported yet, simply email it to our team at support@subsights.com. We will manually process it and add it to your knowledge base for you.

For more advanced needs, such as connecting to live data streams or other internal systems, we can develop custom data integrations. This is a powerful capability that is typically part of our Enterprise plan and allows us to build a truly bespoke AI solution for your business.

Q: How do you ensure the information the AI provides is accurate?

We ensure accuracy through a robust, multi-layered process that combines automated testing with our hands-on managed service:

Initial Testing & Onboarding: Before your chatbot goes live, our team leads an extensive testing process. We simulate hundreds of unique, industry-specific conversations to identify any gaps in the knowledge base and fine-tune the AI's behaviors. Our goal is to ensure it's at least 98% accurate from day one.
Continuous Refinement: We know that real-world user questions can be unpredictable. Our system is designed for continuous improvement. The daily and monthly reports we provide include links to conversation summaries, allowing you to instantly flag any incorrect answer and add a comment.
Managed Service: Our team actively monitors performance and uses your feedback to continuously refine the chatbot's knowledge and behaviors. This ensures the AI becomes an even more accurate and valuable asset over time.

While we can't promise 100% perfection due to the unpredictable nature of user queries, our streamlined process guarantees that any issues are identified and corrected quickly, ensuring a consistently reliable and high-quality experience for your visitors.