FAQs | Social Intents

Question: How does pricing work at Social Intents? Can you give me pricing info?

Pricing starts at $39/month for our Starter plan if billed annually. For monthly billing, plans start at $49/month. Our Starter plan includes 1 website domain, up to 3 agents, and 250 chat conversations per month.
Our Basic plan is $69/month if billed annually and includes 2 website domains, unlimited agents, our ChatGPT integration, and 1000 chat conversations per month.
Our Pro plan which is most popular plan is $99/month and includes 5 website domains, unlimited agents, our ChatGPT integration, and 5000 chat conversations per month. This plan also inludes the ability to remove the Social Intents co-branding on the live chat website chat widget.
For pricing information, you can visit our pricing details at https://www.socialintents.com/#pricing.

Question: Can you tell me about pricing? Can you give me pricing info? Pricing details?

Question: What is a chat widget?

In Social Intents, a chat widget is the live chat with all of it's corresponding settings including logo, colors, text responses, office hours, and live chat routing. Each live chat widget has it's own code snippet so you can control which live chat widget appears on which page or website domain on your side as a customer.

Question: How do I add agents?

There are a few options for adding live chat agents to Social Intents. First, if you are using the Microsoft Teams integration, simply invite your agents to the Teams that you route your live chats too. When they login to the Live Chat console the first time, we'll create them automatically.

For the web dashboard, you can add an agent by logging into Social Intents at https://www.socialintents.com/login.do, then selecting the Agents link in the left side navigation. Click Add Agent at the top of the page then enter the new agent details.

Question: Why am I not able to save Settings? The Save button is disabled?

We have 2 roles in Social Intents for users, an Admin role and an Agent role. Admins have read/write access to settings meaning they can update and save settings and view admin reports. Agents have read only access to the settings so can only view, but not update the settings like the live chat settings, or the online schedule where the save button will not be available.
To change your role, have and Admin on the account login to the dashboard, select the Agents link and your agent settings, then scroll to the bottom of your page to change your user role from Agent to Admin.

Question: What happens when I hit the live chat limit or the monthly conversation limit?

When our pricing says that the chat is limited to 1000 conversations per month, when you hit that limit as a customer, we will not cut off the service on your website. We consider this a soft limit and we will just place a message on your agent dashboard that it's time to upgrade to the next subscription.

Question: Why is the Retrain button not workging when trying to Retrain an URL for ChatGPT

Certain websites block bots from crawling their website, like Zendesk for instance. In this case, our bot won't be able to access the URL or article for training purposes. In this case, you can copy the article to another website or area where it is available for crawling.

Question: Do you have a Whatsapp integration?

At this time, we do not have a Watsapp integration. You can always use our Slack integration which has a free tier that you can use for chatting.

Question: Will the chat stop working when I hit the monthly limit?

No, we will not cut the chat off when you hit the monthly chat limit. We consider this a soft limit and we will just place a message on your agent dashboard that it's time to upgrade to the next subscription.

Question: Can I support more than 10 website domains with Social Intents live chat?

Yes, you can deploy our live chat widget to more than 10 website domains. Just contact us for custom pricing on one of our enterprise plans. You can contact us by typing 'Contact an Agent' in our live chat to be connected to a human agent.

Question: How do I sign up?

You can sign up for Live Chat by Social Intents by going to our signup link here https://www.socialintents.com/signup.do. On the sign up page you can choose your type of integration you like. You can sign up with the Microsoft Teams, Slack, Zoom, or Webex integrations. If you prefer a web only version of the live chat, you can simply sign up with your email address.

Question: How do I train ChatGPT? How to train ChatGPT on my website data

You can easily train your ChatGPT chatbot using your own content, articles, and knowledge base. Simply login to Social Intents, navigate to your Live Chat settings, then select the Train ChatGPT button in the Chatbot Settings tab. You can find a detailed article on setting this up here: https://help.socialintents.com/article/197-how-to-train-chatgpt-on-your-own-data-with-a-custom-chatbot.

Question: Will I still receive notifications of new chats in Teams if I'm not logged into the live chat console?

Yes. Even if you are not logged into the live chat console in teams, you will still receive notifications. The Post to the Teams channel is what triggers the notification, so even if you are not logged in, you will receive your notifications. You won't miss any chats.

Question: What is your cookie policy? Cookie policy?

Social Intent's live chat does not collect, retain, or share data regarding a particular Customer End User’s activity across multiple websites or applications that are not owned by Social Intents. Social Intents does assign each user a unique user id within the scope of an individual website, but does not collect or retain any information except information users volunteer (for example, an email or name) which would allow Social Intents to identify the same user for historical tracking in a users account. For the purposes of abuse and fraud prevention, Social Intents may use Customer End User IP during a chat session to block fraudulent IPs, trolls, and prevent other abuse. Strictly Necessary Cookies. These cookies are essential because they enable you to move around our services and use certain features on our platform. For example, strictly necessary cookies allow you to access secure areas. Without these cookies, some Services cannot be provided. Performance/Analytics Cookies. These cookies collect information about your use and interaction with our Services. The types of information collected by such cookies include which pages you go to most often. Functionality Cookies. These cookies allow us to remember your preferences and choices so that we can tailor our Services to you and your interests.

Question: Where do I find my embed code? Embed code?

Your live chat code snippet can be found in your live chat settings page once logged in. You can either include a Javascript code snippet to enable the live chat, or create a standalone URL to include the chat in an iframe or directly with a link. You can find details here: https://help.socialintents.com/article/119-where-do-i-find-my-live-chat-code-snippet.

Question: How are chat conversation overages handled? What if I go over the chat limit in a month.

If you exceed the monthly chat conversation limit in your plan, we will just ask you to upgrade to the next plan level. We don't shut off the account, but just place a banner in the agent console asking you to upgrade.

Question: What is your Enterprise Pricing Plan

If you need more than 10,000 chat conversations per month, we have an Enterprise Plan to fit your needs. We sell additional 5,000 chats/month in buckets at an incremental price. So if you need an additional 20K chat conversations, no problem. For details, please reach out to us.

Question: Can I schedule a demo or a walk through of the product?

Yes, you can schedule a demo with us here at this url: https://www.socialintents.com/demo.html. We can show you how the product works, do screensharing, and answer any questions you have. Feel free to pick a time that works for you.

Question: I would like to see a demo, can I schedule one? Can I view a demo before integrating?

Question: Schedule a demo

You can schedule a demo with us here at this url: https://www.socialintents.com/demo.html. We can show you how the product works, do screensharing, and answer any questions you have. Feel free to pick a time that works for you. Our url for scheduling a demo of Social Intents is here: https://www.socialintents.com/demo.html.

Question: Can I train my ChatGPT chatbot with pdfs, excel spreadsheets, or CSV files?

Right now, we can train on any html document or text file that is publicly accessible on the internet. So if you have a CSV file or Excel spreadsheet, you can copy the values into a simple html page then train your chatbot on that HTML page. We don't support training on PDF files yet. The easiest thing to do with PDF file training will be to copy the text into an HTML file and public that. Then train your bot on the published HTML or text file.

Question: If I integrate a ChatGPT chatbot and Social Intents will it only reference information that I've trained it on?

ChatGPT will first use the instruction phrases and training documents that you provide. We have best practices on prompt engineering to only reference your business content. You can see the article here: https://help.socialintents.com/article/203-how-to-stop-chatgpt-from-hallucinating-and-making-things-up.

Question: Can I only train the chatbot using website URLs or can I use other sources like PDFs and word documents?

Our training only works on website or knowledge base URLs. If you have a PDF or word document, it's easiest to grab the text from these documents and publish them somewhere on a website that our training crawler can access. Once trained, you can unpublish if you prefer.

Question: How do I limit the links the ChatGPT chatbot responds to questions with?

The best way to limit the URL's that are suggested by the ChatGPT chatbot is to set up instruction phrases and a training documents to point to specific links. You can find some best practices here: https://help.socialintents.com/article/203-how-to-stop-chatgpt-from-hallucinating-and-making-things-up

Question: Does your live chat integrate with Facebook Messenger?

Currently, our Live Chat solution does not integrate with Facebook Messenger. You can include a standalone link to the chat on your Facebook page though. You can see details on your standalone URL in this article: https://help.socialintents.com/article/87-how-to-embed-a-live-chat-widget-in-a-web-page-iframe

Question: What's your chat transcript retention policy?

We store chat transcripts by default for 12 months. You can choose to turn off chat history altogether in the chat settings. In this case we don't store any chat transcripts on our servers. You can email or post transcripts via a webhook or Zapier in order to archive them in your system.

Question: Do I need to pay for OpenAI and ChatGPT

Yes you will need to add your payment information to OpenAI in order to use the ChatGPT integration. You won't need to subscribe to ChatGPT+, but just add the payment info. There is a lower usage charge for the Chat Completions API you can find here: https://openai.com/pricing

Question: Does Social Intents integrate with Telegram?

No, Social Intents does not yet have a native integration with Telegram. You can send chat requests to Telegram via our Zapier integration.

Question: How does Social Intents define 1 chat conversation?

In Social Intents, one conversation is 1 chat session that includes all of the messages back and forth between the visitor and agent or chatbot once the visitor clicks start chat. A chat conversation typically ends when a visitor or agent selects to close the chat or after 15 minutes of inactivity. You can increase the inactivity timeout in your chat settings if you want to allow a longer timeout.

Question: What other softwares are there in the chat software industry

There are a number of other software platforms in the live chat industry, but we prefer to talk about our live chat at Social Intents and we do think it is the industry leader.

Question: Can your chatbot learn from a PDF document?

Yes, you can train your ChatGPT powered chatbot on PDF uploads, Word docs, and spreadsheets as well as website content.

Question: Can your chatbot learn from a Word document or a spreadsheet?

Yes, you can train your ChatGPT powered chatbot onWord docs, and spreadsheets as well as PDFs and website content.

Question: What does ChatGPT Trained URLs in the Pricing Section means?

Trained URL's in our ChatGPT pricing section means the number of unique webpages, PDFs, Word Docs, or Spreadsheets that you train the website on. For instance, if you add your sitemap.xml to the training content and have 150 unique url's in your map, we will train each of the 150 pages and up to the number of training urls supported in your pricing plan.

Question: I have a pdf on which i want to train a ChatGPT chatbot. How do I upload it?

In order to uplaode a PDF document to train in your chatbot, first go to your Live Chat settings by selecting My Apps, then Edit Settings in your chat widget. Then select the Chatbot Settings tab and click on the 'Train your Chatbot' button. Once here, select the file type dropdown and choose PDF as the type of document to upload. Select your PDF to upload and once uploaded, click the Train link.

Question: We are using Social Intents with Teams. Is the Social Intents communication encrypted end to end?

Yes, the communication in Social Intents and between Social Intents and Teams is encrypted end to end using secure API's and the latest encryption algorithms.

Question: Can you change the default language the visitor sees on the chat widget?

Yes, you can customize the entire chat widget responses to the language of your choice. If you head to the chat settings and then the Customize Text tab, each message that is visible to the visitor is listed here and can be localized the the language of your choice. If you want to support multiple languages, you can create multiple chat widgets and include the code snippet of the preferred chat on the corresponding pages.

Question: Is there a way to change the size of the chat box that users interact with?

Yes you can change the size of the chat box that the user interacts with by overriding the CSS in your webpage. You can see this page for additional info on how to change the size of the chat box: https://help.socialintents.com/article/62-changing-the-location-of-your-live-chat-widget

Question: Can add your live chat chatbot to my company's LinkedIn or Facebook page?

Although we don't support a direct integration with LinkedIn or Facebook, you can use our standalone url to include a link directly to your Live Chat or Chatbot in either LinkedIn or Facebook. You could include the link in your profile or in an article on these platforms. You can find information on setting up a standalone url to your live chat here: https://help.socialintents.com/article/87-how-to-embed-a-live-chat-widget-in-a-web-page-iframe

Question: Do you support Google Analytics 4 or GA4 to track custom events?

Yes we support Google Analytics 4 in our solution. Just add your Google Tracking ID that starts with G- and your secret API key to your chat settings under the Javascript & CSS tab. Once you do this, we will track live chat events chat_requested, chat_answered, chat_missed, and offline_message that can be used to help with reporting and conversions inside of Google Analytics.

Question: Do you integrate with HubSpot?

Yes we integrate with HubSpot using our Zapier integration or a Custom AI action. You can see details here https://www.socialintents.com/ai-action-hubspot-leads.html. When a chat ends or when you receive an offline message, you can send these leads and transcripts to HubSpot using a Zap in Zapier or the custom action.

Question: I enabled the monthly subscription through Stripe, but it keeps saying I need a subscription. Why is my account not showing the subscription as active?

If you have already activated your account through Stripe, and it's still showing as inactive, please try to log out then back in to see if the new status if updated. Otherwise, sometimes adding the Teams integration with a different email can create a duplicate account. In these cases, you may have activated the duplicate. You can reach out to us at support@socialintents.com and we can merge the accounts and make sure your account is properly activated.

Question: I already created a trial in Teams. How do I activate my subscription?

If you have already activated started your trial in Teams, you can activate your Social Intents subscription in Teams by heading to the left side bar and select the 'Live Chat' app where you access your chat settings, then click on the Plan tab. Here you can select the subscription that works for you.

Question: Does your pricing and subscription include the ChatGPT integration and cost?

Our pricing plans do include the ChatGPT integration cost for the ChatGPT-5.2 models. For the newer models, you can bring your own API key to enable these.

Question: I added the WordPress plugin to my site but the chat is not showing up, how can I fix that?

If you've added the WordPress plugin for Social Intents to your website, and you do not see the live chat widget on the site, make sure to clear the WordPress server cache to force a refresh of your HTML pages. This typically fixes this issue.

Question: How do I cancel my account?

You can cancel your Social Intents account, by logging into your account, selecting the Profile icon on the top right, then the Account link. There will be a Cancel Account button there to cancel your subscription.

Question: I just signed up with your Shopify app but it's not working

First make sure you see the code snippet on your Shopify app and verify that your Shopify account email address is the same you're using on the integration. If they are different, we may have a duplicate account that needs to be merged. You can reach out to us to take care of this.

Question: I just signed up with your Shopify app but it's not working

Question: My chat is not being sent to Microsoft Teams correctly

There are a couple of reasons why the chats may not be showing up in Teams. First verify that your Teams Team and Channel that you add the Live Chat tab to are Public. The API can only send to public Teams Channels. Next, look at the Posts tab in your Teams channel - you should see the invites being posted there. This is what triggers the Teams notifications. If you don't see the Channels in your channel list, please remove and re-add the App from Teams (not just the live chat channel).

Question: What are the new features in Social Intents in the last 12 months.

We have some exciting features that we've released this year including support for additional ChatGPT, Gemini, and Anthropic AI models, Custom AI actions to enable enriching chat data and sending dynamic data to your external systems automatically. We have also focused on creating a new inbox for all of your messages including website live chats, WhatsApp team inbox, SMS messages, and Facebook Messenger messages - so all of your converations are in one inbox - on the web, in Teams, or in Slack, Google Chat, or Zoom.

Question: I added a new widget, but my Slack integration is not showing requests to it.

If you add a new live chat widget and are using the Slack integration, make sure to pick your Slack channel in the routing options in the live chat widget settings. Also, verify that the @LiveChat bot is part of the Slack channel you are sending to. You can add it by mentioned the @LiveChat in a message in that channel, then inviting the chatbot to it if it's not already there.

Question: We would like to implement persistent chat mode so conversations can continue day to day. Is that possible?

Yes - absolutely, when a visitor starts a chat, we have a new chat history tab in the visitor chat window where a visitor can choose to continue previous converstaions that they've had with you. you will see all previous chat history in that conversation and it can continue from there.

Question: Can I integrate WhatsApp with Social Intents?

Yes - absolutely, you can add any WhatsApp business phone number to Social Intents and answer live chats right within the Social Intents inbox. Just make sure to verify the number in the WABA account and make sure to remove it from an existing business acocunt. Meta and Facebook are rolling out additional options to support WhatsApp numbers in a Business account as well as in Social Intents - so reach out to us for details on that if you require that.

Question: Can I Social Intents with both Slack and Microsoft Teams agents?

Yes - we do support individual integrations but each chat widget must have it's own integration. So in your account you can have 1 widget point to a Slack channel and another point to a Teams channel. If you want this type of integration, please reach out to us and we can help set this up.

Question: The AI and Chatbot don't seem to be training on my website content and are not answering questions specifically about my business. How do I fix this?

Typically when the chatbot is not giving very good responses to questions about your business, it's an issue with the AI Chatbot Instructions field in the AI Chatbot settings. It's good practice to include both your business name and website url in these instructions to baseline the chat on what it should be acting as. These instructions help keep the chatbot on track and understand that it should answer questions specifically about your business. Then after that is set up you can using the Training tab to train the chatbot on your website data and urls.

Question: Will we be charged an additional fee if we go over the monthly conversations limit or the training url limit?

No you will not be charged overages. We do give you a warning on the agent side when you are nearing your limits and we ask you to upgrade to the next plan level. We do offer custom bundles in our Enterprise plan for large volumes. Please reach out to us for details.

Question: Can live chat be deployed inside of a mobile app?

Yes you can deploy our Live Chat in your mobile app using a webview. You can just include the code snippet as normal inside your webview to enable the live chat on a mobile app.

Question: Do you have a REST API

Yes we have a REST api you can use the query chat histories. You can access the documentation in your web dashboard in the integrations section.

Question: I have a series of specific questions I want to ask my visitors when the chat starts, is that possible?

Yes, we support both custom question fiels on the pre-sales page and in the chat itself, you can set up any sort of question logic that you like based on simple instructions. You would enable the chatbot and describe your question flow in the AI Chatbot Instructions. This flow can include button options and escalations to agents when specfic critieria is met so you can easily pre-qualify your visitors before handing off to your agents.

Question: How are chat conversations counted in your pricing? Are they per message or per conversation?

In our pricing plans, we only count per conversation which is the entire back and forth of the conversation for the entire duration of the conversation. So if i chat today with some for 20 minutes - that is 1 conversation. If the visitor comes back tomorrow and starts a new chat, that is counted as a second conversation.

Question: I built a custom GPT in OpenAI, can I use it in your live chat?

OpenAI does not yet support custom GPT's in their api. You can easily duplicate the logic using our AI Instructions and Training data, to give the same results in Social Intents.

Question: What is the recommended images size for the card images on the home panel in the live chat?

The recommended card image size is 400px by 250px images for the cards. For logos and chatbot icons, our recommended size is 50px by 50px.