Amezly uses Retrieval-Augmented Generation (RAG) — when a customer asks a question, the system first searches your knowledge base for relevant information, then passes that context to a large language model (LLM) to generate a natural, accurate response.

This means the chatbot only answers from your business information. It doesn't make things up or answer from general internet knowledge. If it doesn't find a relevant answer, it escalates to a human agent or collects the customer's contact details.

In your dashboard, go to Chatbot → Conversations, find the conversation, and click "Flag Answer." You can then add the correct answer to your knowledge base so the chatbot learns for future queries.

You can also set a confidence threshold — if the chatbot isn't confident enough in its answer, it will say "I'm not sure, let me connect you with our team" instead of guessing.

When a customer types "talk to a person," "human agent," "complaint," or uses a trigger phrase you've configured, the chatbot pauses and routes the conversation to your Live Chat inbox (Dashboard → Live Chat).

Team members with Agent or Admin roles receive a notification and can take over. While no agent is available, the chatbot collects the customer's name and contact details and promises a callback. You can configure working hours so handoff only triggers when your team is online.

Yes. In Chatbot → Appearance you can set:

• Chatbot name (e.g., "Priya" or "ShopBot")
• Avatar image or emoji
• Primary colour (to match your brand)
• Welcome message and greeting
• Widget position (bottom-left or bottom-right)
• Launcher button text or icon

"Powered by Amezly" branding can be removed on Growth and Enterprise plans.

You can configure a lead capture flow that activates at specific points — after 30 seconds, after the first message, or before connecting to a human agent. The chatbot asks for name, phone, email, and any custom fields you define.

All captured leads appear automatically in CRM → Contacts. You can also set up a WhatsApp follow-up message to trigger automatically 5 minutes after a lead is captured.

Yes. Go to Chatbot → Conversations to view, filter, and search all chat transcripts. You can filter by date, channel (website/WhatsApp), agent, or tag.

To export, click "Export" in the top-right — you'll receive a CSV download of conversations with timestamps, customer details, and full message content.

The Starter plan allows 1 website. The Growth plan allows up to 3 websites. Enterprise has unlimited. Each website can have its own knowledge base, appearance settings, and conversation flows.

The same JavaScript snippet works across multiple pages of a single website with no limits on pages.

The AI chatbot operates 24/7 regardless of your team's availability. Outside your configured working hours, the chatbot:

• Answers questions from the knowledge base as normal
• Collects lead details if escalation is requested
• Sends customers a WhatsApp message confirming a callback time
• Queues the conversation in Live Chat for when your team comes online

Amezly uses the official WhatsApp Business API via MSG91. To connect:

1. Go to Settings → Integrations → WhatsApp
2. Enter your WhatsApp Business phone number
3. Verify your Facebook Business Manager account (required by Meta)
4. Complete the OTP verification on your number

The entire process takes 15–30 minutes. Our support team can walk you through it via screen-share if needed.

Note: Once connected via Amezly's API, the number cannot simultaneously be used on the WhatsApp Business mobile app.

WhatsApp messages are charged at ₹1 per message (outbound). Customer-initiated messages (inbound) are free during a 24-hour service window.

You pre-purchase WhatsApp credits in your dashboard — minimum top-up is ₹500 (500 messages). Credits don't expire. You can set low-balance alerts so you're never caught short.

Template messages (promotional campaigns) use Meta's tiered pricing included in the ₹1/msg rate. Session messages (replies within 24 hours) are free.

Go to WhatsApp → Campaigns → New Campaign. Steps:

• Select a pre-approved message template (or submit a new one for Meta approval — usually 30–60 minutes)
• Choose your audience from CRM contacts or upload a CSV
• Personalise with variables (name, order number, etc.)
• Schedule or send immediately

Campaigns are rate-limited per Meta's policies to protect your number's quality rating. Amezly automatically spreads large campaigns to comply.

Meta rejects templates that contain: promotional language in transactional templates, vague variables ({{1}} without clear context), misleading claims, or restricted content (adult content, alcohol, gambling, crypto).

Common fixes:

• Use clear variable names — e.g., {{customer_name}} not just {{1}}
• Ensure the template category matches the content (Marketing vs. Utility vs. Authentication)
• Avoid all-caps or excessive punctuation!!!

Contact our support team — we help rewrite rejected templates at no charge.

If a customer replies "STOP," "Unsubscribe," or blocks your number, Amezly automatically marks them as opted-out in your CRM and excludes them from future campaigns. This is fully TRAI-compliant.

You can also manually mark a contact as opted-out in CRM → Contacts → [Contact] → Preferences.

Amezly's Voice Agent is powered by Vobiz and provides you with a dedicated Indian phone number (DID). When a customer calls this number, an AI agent answers, qualifies the caller, answers questions from your knowledge base, and either books appointments or transfers to a human.

To set it up: Settings → Integrations → Voice Agent → Request a DID number. Your number is provisioned within 1 business day.

Voice calls are charged at ₹3 per minute (both inbound and outbound AI-handled minutes). Pre-purchase voice credits in your dashboard — minimum ₹500. Credits don't expire.

Transfers to a human agent where the AI is no longer on the call are not charged to your Amezly voice credits (standard carrier charges may apply for the transfer leg).

Yes. All calls are recorded and transcribed. You can listen to recordings and read full transcripts in Dashboard → Calls. Callers hear a recording notice at the start of every call as required by Indian telecom regulations.

Recordings are stored for 90 days. Transcripts are stored for 12 months. Both are deleted automatically after their retention period per our Privacy Policy.

Yes. Connect your calendar in Settings → Calendar and enable "Allow Voice Agent to book slots." The agent checks your real-time availability and books confirmed appointments directly into your calendar while the customer is still on the call.

A WhatsApp confirmation is automatically sent to the customer after booking.

Go to Email → Campaigns → New Campaign. You can use the AI-powered email writer (give it a brief and it drafts the email in seconds) or write your own. Choose your recipients from CRM contacts, apply filters (tags, purchase history, last seen), then schedule or send immediately.

All emails are sent from noreply@amezly.com by default, or from your own domain if you've added a custom domain in Settings.

Email is charged at ₹0.50 per email sent. Each plan includes a monthly allowance: Starter gets 1,000 emails/month, Growth gets 5,000 emails/month. Beyond that, you're charged at ₹0.50/email from your credit balance.

Yes (Growth and Enterprise plans). Go to Settings → Email → Custom Domain and follow the DNS verification steps. You'll need to add SPF, DKIM, and DMARC records to your domain — we provide the exact records to copy. Once verified (usually under 24 hours), emails will be sent from you@yourdomain.com.

Starter: ₹999/month (₹799/month on annual billing — saves ₹2,400/year)

Growth: ₹2,999/month (₹2,399/month on annual — saves ₹7,200/year)

Enterprise: Custom pricing — contact us for a quote.

All prices are GST-inclusive (18% GST is included). See the full Pricing page for a feature-by-feature comparison.

Upgrades take effect immediately. You're charged the pro-rata difference for the remaining days in your billing cycle.

Downgrades take effect at the next billing cycle. You continue to use the higher plan until then. No pro-rata credit is issued for downgrades.

To change plans: Settings → Billing → Change Plan.

Go to Settings → Billing → Cancel Subscription. Your access continues until the end of your current billing period. After that, your account switches to read-only mode and your data is retained for 90 days before deletion.

No penalty for cancellation. You can resubscribe at any time and your data will be restored if you return within 90 days.

We offer a 7-day money-back guarantee on your first payment. If you're not satisfied within 7 days of your first charge, email billing@amezly.com for a full refund.

After 7 days, subscription fees are non-refundable. WhatsApp, SMS, Voice credits, and Email credits are non-refundable once purchased. See the full Refund Policy for all details.

GST-compliant invoices are generated automatically within 24 hours of each payment and emailed to your registered email address. You can also download them any time from Settings → Billing → Invoice History.

To add your GSTIN for ITC input credit, go to Settings → Billing → Tax Details and enter your GSTIN before the next billing cycle. Invoices with your GSTIN will be issued from the following month.

We accept all major Indian payment methods via Razorpay: UPI (GPay, PhonePe, Paytm), debit/credit cards (Visa, Mastercard, RuPay), net banking, and UPI AutoPay/e-NACH for auto-renewal. All payments are in INR only.

If a payment fails, we retry automatically after 3 days and again after 7 days. Your account stays fully active during this period. You'll receive an email and WhatsApp notification with a link to update your payment method.

If payment is not received within 14 days of the due date, your account is downgraded to read-only. Your data remains safe for 90 days.

Go to CRM → Contacts → Import and upload a CSV file. Required column: phone number (with country code, e.g., +919876543210). Optional columns: name, email, tags, custom fields.

Download the CSV template from the import page to ensure your column headers match. Duplicates (same phone number) are merged automatically, not duplicated.

Tags are simple labels you apply manually — e.g., "VIP," "Cold Lead," "Repeat Buyer." Tags are applied per contact.

Segments are dynamic filters — e.g., "Contacts with tag 'VIP' and last activity > 30 days ago." Segments update automatically as contact data changes. Use segments to target campaigns without manually curating lists.

Yes. Go to CRM → Settings → Custom Fields and add fields of type: text, number, date, dropdown, or checkbox. Custom fields appear on every contact profile and can be used to filter segments and personalise campaign messages.

Starter plan: up to 10 custom fields. Growth: unlimited.

Go to SEO → Rank Tracker → Add Project, enter your domain (e.g., yourshop.com), and add the keywords you want to track (one per line). Select India as your search engine location and choose daily or weekly tracking frequency.

Initial results appear within 24 hours. After that, ranks are updated on your chosen schedule automatically.

Go to SEO → Site Audit → New Audit and enter your domain. The crawler will scan your entire website (up to 500 pages on Starter, unlimited on Growth) and identify issues across: meta tags, page speed, broken links, duplicate content, schema markup, and mobile usability.

Results are ready within 30–60 minutes for most websites. You'll receive an email when the audit is complete.

Yes. Amezly's keyword data (via DataForSEO) shows search volume for India by default. You can switch to state-level data (e.g., Maharashtra, Tamil Nadu) or city-level (Mumbai, Bangalore) in the keyword research filters. All volume figures are monthly Indian search volumes from Google.

Click "Forgot Password" on the login page. Enter your registered email — you'll receive a reset link valid for 30 minutes. If you don't receive the email within 5 minutes, check your spam folder or contact support.

Go to Settings → Security → Two-Factor Authentication and click "Enable." You'll verify via OTP sent to your registered mobile number. After enabling, every login requires your password plus a fresh OTP. Strongly recommended for all accounts.

Email privacy@amezly.com with "Account Deletion Request" as the subject, including your registered email. We process deletion requests within 30 days per DPDPA 2023 requirements. All your data — contacts, conversations, campaigns, and knowledge base — is permanently deleted. This action cannot be undone.

All subscriber data and customer conversation data is stored on servers located in India. We use Indian cloud infrastructure for our primary database (PostgreSQL) and analytics (ClickHouse). Your data never leaves India unless you use specific third-party integrations that process data internationally (e.g., AI processing via OpenRouter, which operates from the USA).

See our Privacy Policy for the full list of data processors and their locations.

We do not sell your data. Ever.

We do not use your business data, customer conversations, or knowledge base to train AI models — neither our own nor third-party models. The AI models we use (via OpenRouter) are also contractually prohibited from training on your data.

Under India's Digital Personal Data Protection Act 2023, you have the right to:

• Access — request a copy of all personal data we hold about you
• Correction — update inaccurate or incomplete data
• Erasure — request deletion of your personal data
• Withdraw Consent — withdraw consent for any processing based on consent
• Grievance Redressal — raise a complaint with our Grievance Officer

Submit all rights requests to privacy@amezly.com. We respond within 30 days.

Yes. Amezly supports outbound webhooks — you can trigger a webhook to any URL when events occur (new lead captured, order status changed, conversation assigned, etc.). Configure webhooks in Settings → Integrations → Webhooks.

A Zapier app is on our roadmap for 2026 Q3. In the meantime, webhooks cover most automation needs. Our API documentation covers the full REST API for custom integrations.

Current native integrations: Razorpay (payment links in chat), Shiprocket (order tracking status), and WooCommerce (product catalogue sync). More integrations are added regularly based on subscriber requests.

For custom integrations, use the REST API or webhooks to connect Amezly to any platform.

Check these in order:

• Script placement: The snippet must be inside <body>, not <head>
• Ad blockers: Disable any ad blocker in your browser — they often block chat widgets
• Domain whitelist: In Chatbot → Install, confirm your domain is in the allowed list
• Cache: Clear your browser cache or test in Incognito mode
• Script duplication: Ensure the snippet isn't pasted twice on the same page

If none of these resolve the issue, share your website URL with our support team and we'll diagnose it within 2 hours.

Common causes:

• Low credit balance: Check Settings → Credits — you may need to top up
• Number quality rating: If your number has a "Low" quality rating (too many blocks/reports), Meta may throttle delivery — check in Settings → WhatsApp → Quality
• Template not approved: Only approved templates can be sent outside the 24-hour window
• Invalid numbers: Numbers not registered on WhatsApp will show "failed" status — this is expected and not charged

Try these steps:

• Use the "Forgot Password" link to reset your password
• Ensure you're using the email address you registered with (check for typos)
• If you get "Too many login attempts," wait 15 minutes before trying again
• Clear cookies and try in a new browser or Incognito window

If you still can't access your account, email support@amezly.com from your registered email address with your business name and we'll restore access within 2 hours.

First check status.amezly.com for any ongoing incidents. If no incidents are reported:

• Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
• Try a different browser or disable browser extensions
• Check your internet connection speed

Persistent slowness should be reported to support@amezly.com with your browser, OS, and a screen recording if possible.