Frequently Asked Questions

How quickly can I deploy an AI agent?

Most businesses are up and running within hours. Simply provide your website URL and product catalog — we crawl your content, build the knowledge base, and deploy your AI assistant automatically.

How do I get started?

To create an AI agent workspace, you need a confirmed email address, a verified phone number, and to select a plan. No credit card is required for the Free plan — you can start building immediately after verification.

Is there a free trial plan?

We offer a Free plan with generous limits so you can evaluate the platform before committing to a paid plan. When you're ready to scale, you can upgrade anytime and only pay from that point forward.

Can customers buy products directly through the AI agent?

Yes! Our AI assistant supports full conversational commerce. Customers can browse your product catalog, add items to a shopping cart through natural conversation, update quantities, and complete checkout. The cart persists across conversations, so customers can start shopping in one session and complete checkout later.

Can customers check their order status?

Yes. Customers can ask "Where's my order?" and the AI will look up their order using their email address. The AI provides order status, tracking numbers, carrier information, estimated delivery dates, and links to track packages.

Can customers shop entirely by voice?

Yes. Our hands-free voice feature allows customers to browse products, manage their cart, and complete purchases entirely by speaking — no typing or clicking required. During checkout, the AI reads back email addresses letter-by-letter for confirmation to ensure accuracy.

Does the AI agent support voice conversations?

Yes! All plans include voice chat capabilities. Users can speak naturally to your AI assistant and receive spoken responses with emotional intelligence and natural conversation flow.

What content can the AI agent learn from?

Your AI agent can learn from your website pages, FAQs, product catalogs, PDF documents, and any text content you upload. The AI combines this with real-time product data to answer questions accurately.

Can the AI agent respond in multiple languages?

Yes, our AI agents can understand and respond in over 20 languages via text chat and voice chat. The AI agent automatically detects the user's language and responds accordingly, making it ideal for businesses with international customers. Multi-language voice chat is only available with certain voices.

How to improve the responses of my AI agent?

There are several ways to improve the quality and accuracy of your AI agent's answers. The easiest and fastest way. Go to Admin > Home FAQs and add FAQs that address questions your AI agent is struggling with. Each FAQ is automatically synced to the knowledge base, so the AI can use it immediately. If a response is incomplete or inaccurate, simply add an FAQ with the correct answer.

Can I customize the AI agent's appearance?

All plans offer customizations including title, logo, custom welcome messages, color themes, and more. Your AI agent appears as a seamless extension of your brand.

Can I embed the AI agent on my website?

Yes! We provide an embed widget that you can add to any website with a simple code snippet. The AI agent seamlessly integrates with your site's design and provides instant AI-powered assistance to your visitors.

Can I view analytics and conversation history?

Yes, your admin dashboard includes conversation history and usage analytics. You can review past chats, see how users interact with your AI agent, and track query counts against your plan limits.

How is my data protected?

Your data is encrypted at rest and in transit. Shared plans use secure multi-tenant databases, while the Premium plan includes a dedicated database ensuring complete isolation from other tenants. We never use your data to train our models.

What happens when I reach my plan limits?

We'll notify you as you approach your limits. You can upgrade to a higher plan anytime, or enable overage charges at competitive rates. Your AI agent continues working without interruption.

Can I upgrade or downgrade my plan?

Yes, you can change your plan at any time. Upgrades take effect immediately with prorated billing adjustments. Downgrades apply at the end of your current billing cycle.

How do I cancel and close my account?

You can close your account anytime from the Billing & Usage page in your admin dashboard. For annual plans, you'll receive a prorated refund based on months used. Any remaining overage credit will also be refunded. Monthly plans do not receive subscription refunds, but unused overage credit is refunded.

What AI models power the AI agent?

Our platform uses state-of-the-art large language models from leading providers including OpenAI, Anthropic, and Google. We continuously update to the latest models to ensure the best performance and accuracy.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover) processed securely through Authorize.Net. Enterprise customers can arrange alternative payment methods by contacting us.

What are vectorized chunks?

Vectorized chunks are segments of your content (web pages, documents, FAQs) converted into numerical representations for AI-powered semantic search. For example, a 2,000-word product page might be split into 4-5 chunks. When users ask questions, the AI finds the most relevant chunks to generate accurate answers.

What are supplement products?

Supplement products are items from your catalog that the AI agent can recommend to users. For example, if you run a jewelry store with 500 rings and necklaces, each item counts as one supplement product. The AI uses this catalog to suggest relevant products based on user preferences.

What does "One AI Brain, Every Channel" mean?

It means a single intelligent engine powers all four customer channels — AI Web Chat, AI Voice Chat, AI Phone Agent, and AI SMS Agent. You train your AI once with your website content and product catalog, and every channel gets smarter together. Product updates, knowledge improvements, and conversation refinements are automatically shared across all channels.

What is the AI Phone Agent?

The AI Phone Agent lets customers call your business number and speak with a knowledgeable AI agent 24/7. There are no hold times and no missed calls — the AI answers immediately, understands your products and policies, and can assist with questions, recommendations, and order lookups, just like your best employee would.

What is the AI SMS Agent?

The AI SMS Agent lets customers text your business number for instant answers. They can ask product questions, get recommendations, and check order status — all from their phone's native messaging app. No app downloads or website visits required.

Do I need to train the AI separately for each channel?

No. You train once and deploy everywhere. When you add content, update products, or improve FAQs, every channel — web chat, voice, phone, and SMS — benefits automatically. There's no duplicate setup or per-channel configuration needed.

What is a dedicated database?

A dedicated database provides complete data isolation for your AI agent. Unlike shared databases where multiple tenants' data coexist (securely separated), a dedicated database is exclusively yours. This offers enhanced security, better performance, and is ideal for businesses with strict compliance requirements.

How do overage charges work?

If you exceed your plan limits, you can enable overage billing to continue without interruption. Chunks and products are charged daily based on usage, while queries are charged per query. Charges are deducted from your prepaid overage credit balance.

What kind of support is included?

All plans include AI-powered support through our platform AI agent for instant answers to common questions. Professional and higher plans also include email support. Enterprise customers receive priority support with dedicated account management.

How do I upgrade to the Enterprise plan?

Contact us at enterprise@xinfer.ai to discuss your requirements. We'll help you set up a dedicated database, custom domain, and priority support tailored to your business needs.

How can I test the AI Phone Agent before upgrading?

You can test your AI Phone Agent for free by calling our toll-free number 1 (888) 666-1834. When prompted, enter your account ID, then press the # key. You'll be connected to your AI Phone Agent for a live test.

Where do I find my account ID?

Your account ID is shown on the Admin > Integration and Phone Agent Setup pages. You'll need it when calling our toll-free number to access your AI Phone Agent.

How can I test the AI SMS Agent?

After your first call to 1 (888) 666-1834, your phone number is automatically linked to your account for 30 days. During that period, simply text 1 (888) 666-1834 and your AI SMS Agent will respond.

How much does the AI Phone Agent cost?

The AI Phone Agent requires a paid plan, a one-time setup fee of $10, and a monthly fee of $30. You can test it for free before upgrading by calling our toll-free number.

How long does the free phone and SMS trial last?

After your first call to our toll-free number, your phone number is linked to your account for 30 days. During this period, you can test both the AI Phone Agent (by calling) and the AI SMS Agent (by texting) at 1 (888) 666-1834.

Do I need my own phone number to test the AI Phone Agent?

No. For testing, you use our shared toll-free number 1 (888) 666-1834. A dedicated phone number is only required when you upgrade to a paid plan and activate the phone agent for your customers.

How do I improve my AI agent's responses?

The fastest way is to go to Admin > Home FAQs and add or refine FAQs. Each FAQ is automatically synced to your AI's knowledge base, so improvements take effect immediately. If your AI gives an incomplete or wrong answer to a specific question, add a FAQ with the correct answer. You can also upload documents at Admin > Uploads, or re-crawl your website to refresh the knowledge base.

How do I add FAQs to improve my AI agent?

Go to Admin > Home FAQs, click "Add FAQ", enter the question and answer, and click "Create". The FAQ is immediately synced to your AI's knowledge base. Write questions the way your customers would ask them, and include specific details like prices, timeframes, and policies in the answers. Click "Sync Knowledge Base" to re-sync all FAQs at once.

How do I add content to my AI agent's knowledge base?

There are three ways: (1) Add FAQs at Admin > Home FAQs for quick Q&A pairs, (2) Upload documents (PDF, Word, TXT, Markdown) at Admin > Uploads > Documents, and (3) Crawl your website at Admin > Uploads > Website Crawler. For product catalogs, upload a CSV at Admin > Uploads > Products. Start with FAQs for quick fixes and the website crawler for broad coverage.

How do I test what my AI agent knows?

Go to Admin > Data Management and use the "RAG Query Search" feature. Type a question your customer might ask and click "Run RAG Query". This shows exactly what documents and products your AI would see when answering that question, including relevance scores. If the right content doesn't appear, add it via FAQs or document uploads.

My AI agent gives wrong or incomplete answers. How do I fix it?

Go to Admin > Home FAQs and add a FAQ with the correct question and answer — this is the quickest fix. If outdated content is causing the issue, go to Admin > Data Management, find the incorrect document, and delete it. Then re-crawl your website or re-upload the correct content. Use the RAG Query tool in Data Management to verify the fix.

How do I update my AI agent's knowledge after changing my website?

Go to Admin > Uploads > Website Crawler and start a new crawl. The crawler visits your website pages and updates the knowledge base with the latest content. Enable "Fresh Start" only if you want to replace all existing crawled content. The crawl runs in the background — you can close the page and check back later.