FAQs

Here are some frequently asked questions that will help you in using the TAI admin panel.

Account Setup

How can I sign-up for a TAI account

You can sign up via the TAI website (URL)

Is TAI a free service?

You can create an account with TAI, free of cost - once you complete the sign-up process you get a free 14 day trial. Post the trial period, you can opt to use the Free version or subscribe to a paid plan. Paid plans will give you access to premium features and increased limits. 

How do I activate my TAI account?

After submitting the sign-up form, you would receive an activation email from the TAI Onboarding team. Follow the Activate Now link in the email to set your password and activate your account. Do check you spam/junk folder in case the activation email is not there in your Inbox. If you still have issues in activating your account you can email us at [EMAIL ADDRESS]

I haven't received the activation email. What should I do?

Using TAI

What happens at the end of the 14 day trial?

Your free trial starts when you activate your account and would end after a period of 14 days. Any time during your trial period or after you can subscribe to a free or paid plan. 

What are Instances?

TAI enables you to have multiple chatbot instances. Each chatbot instance has its own knowledge base and can be placed on different websites/webpages to handle different types of customer inquiries. At default instance is created for you at the time of signing up for an account. You can create additional instances based on the instance limit defined in your subscription plan.

How can I add a new instance?

An instance can be added via the Instances screen from within the TAI admin. This screen can be accessed via the "Instances" menu on the left navigation pane. From the Instances screen click on the Add Instance button and fill out the form. The new instance will be added.

The number of instances that you can add is governed by the subscription plan that you are on. Once you have reached your instance limit you would not be allowed to add a new one. You could upgrade your plan to one which allows for more instances.

How can I edit the instance name?

Instance names cannot be edited. 

Can I delete an instance?

Yes, an instance can be deleted by clicking on the "Delete" icon available next to the instance name on the Instances screen. You can access this screen by clicking on the "Instances" menu from the left navigation panel. Do note, that deleting an instance is permanent. Once you delete an instance, all knowledge base data, chatbot and its analytics will be deleted and cannot be undone.

How do I know how many instances are available in my plan?

There are two ways in which you can know the number of instances available for you - 1) Go to the "Instances" screen by clicking on the Instances menu from the left navigation pane. On the instances screen, above the instance listing, you will see the number of instances that you have created out of the number of instances allowed. 2) You can go to the Billing & Plans screen by clicking on the Billing & Plans link from the My Account menu. On the Billing screen your current plan will be highlighted and the number of instances available for the plan will be displayed.   

Can the chatbot theme be customized?

Yes, the chatbot theme can be customized if you subscription plan allows for it. To choose a theme, go to the Settings screen by clicking on the Settings link from the left navigation pane. On the screen go to the Theme section and select from a dark, light or system theme and save the settings. The chosen theme will be applied on the chatbot. You can preview this by going to the Try it Now menu.

Do note that chatbot themes are specific to an instance, so if you have multiple instances in your account, you would need to select an instance first. An instance can be selected by choosing an instance from the drop-down on the top navigation bar.

In case you do not see the Theme section on the Settings screen it means that the option to customize the theme is not available in your subscription plan. You would need to upgrade your plan to one that allows for it.

Can I customize the popular topics?

Yes, popular topics that appear within the chatbot can be customized. This can be done via the Settings screen; click on the Settings link on the left navigation pane. On the Settings screen scroll down to the "Prompts" section. All prompts that are available for you (this is typically based on the business category that you had provided at the time of signing up for an account) will be displayed under this section; the default ones would show up as selected. You can select/de-select prompts and save the changes. Do note that only a maximum of 5 prompts can be selected. 

You can also edit the prompt text. To do so, click on the Edit link available next to the prompt. The text will be shown in the edit mode; make the necessary changes and click on Update.  Repeat this process till you have edited the text for prompts that you want. Now click on the Save button at the bottom of the prompt listing for the changes to take effect.

You can preview how these popular topics will be displayed within the chatbot by going to the Try it Now menu.

Do note that popular topics are specific to an instance, so if you have multiple instances in your account, you would need to select an instance first. An instance can be selected by choosing an instance from the drop-down on the top navigation bar.

How can I update the welcome message that appears in the Chatbot?

The welcome message can be customized from the Settings screen. This screen can be accessed via the Settings menu on the left navigation pane. On the settings screen, go to the Welcome Message section and update the text under it; click on Update for the changes to take effect. You can preview how the welcome message would appear within the chatbot by going to the Try it Now menu.

Can I upload my company logo to the chatbot?

The ability to add your own logo to the chatbot will be based on your subscription plan. You can add/edit a logo via the Instances screen. This screen can be accessed via the Instances menu from the left navigation pane. When adding a new instance you can upload a logo (this field will be displayed only if your plan allows for it); do note that the logo must be 140x140 pixels. Alternately, you can edit an instance (by clicking the edit icon available against the instance) and uploading a logo. In case a logo was previously added it would be displayed in the edit mode. 

Once you have added a logo you can preview it within the chatbot via the Try it Now menu.

Can I remove the Tellofy branding from the chatbot?

Yes, the "Powered by Tellofy AI" branding that appears at the bottom of the chatbot can be hidden if your plan allows for it. 

How do I add data to the chatbot knowledge base?

Data can be added to the chatbot knowledge base via the Add Data menu. Data can be added via Text input. Alternately, you could add data by having the text extracted from a PDF document, or by providing a link to a PDF or a webpage on the Internet. In all these cases text would be extracted from the source and saved to the knowledge base. Do note that when you upload a PDF file, the file size goes towards your data storage limits. Once text has been added to the knowledge base, you can attach rich media i.e. images, text, videos, pdf documents to individual blocks of text in the knowledge base. This can be done via means of the Text and File meta data options available on the Add Data screen. This rich media would be rendered within the chatbot with relevant responses. 

You can also attach a single CSV file to your knowledge base (if your plan allows for it). This CSV file can be queried in the chatbot. For example, you could upload a CSV containing your sales figures and then query the chatbot for analytics on those figures. 

Can I add files to the chatbot knowledge base?

Yes, you can have data extracted from PDF files and saved to the knowledge base. You also have the option to add files as meta data against data blocks within the knowledge base. Files as meta data con include Images, PDFs and Videos. You also have the option to attach a single CSV file to your chat instance.

How can I add rich-media to the knowledge base?

Rich media can be added against individual data elements in the knowledge base. These are referred to as Meta Data and can be either Text or File (images, videos or pdfs).

Can data be deleted from the knowledge base?

Yes, individual data elements can be deleted from the knowledge base. To do so, go to the Add Data screen and from there scroll down to the Additional Info listing. Locate the data element that you want to remove and click on the "Delete" icon available next to it. Upon confirming the action, the data element and all its associated meta data will be deleted. Do note that the delete action is permanent and cannot be un-done. The deleted data cannot be queried within the chatbot

Where can I see the chatbot in action?

You can preview the chatbot via the Try it Now menu on the left navigation pane. In case you have multiple instances in your account, first, choose an instance from the drop-down on the top navigation bar; the chatbot shown on the screen would be the one that is associated with the selected instance.

You can query the chatbot, receive responses etc, just as your customers would. However, do note, that each query/response would go towards the token usage available in your subscription plan.

How do I add the chatbot widget to my website?

From within the TAI admin, go to the chatbot Integration screen; choose the instance (in case you have more than one instance setup for your account) whose chatbot you want. From the screen copy the code and then paste that code anywhere within the code of the webpage where you want the chatbot to appear. You could also have the chatbot code emailed to you. Do note that when you email the code, the <script>  tag would need to be added to the start and a </script> tag would need to be added at the end of the TAI chatbot code before you paste it within your webpage code. 

Subscription

TAI is a paid service, however all new users get a 14 day free trial. At the end of the free trial or any time during the trial period you can upgrade to a paid plan. Details of all plans are available on the Billing and Plans screen. 

How can I subscribe to a paid plan?

You can subscribe to a paid plan by going to the Billing and Plans screen from the My Account menu or by clicking on the Upgrade Now button from the left navigation pane. The Billing and Plans screen will list all the plans that are available for you. Your current plan will be highlighted; you can always upgrade to a higher plan. Do note that you cannot downgrade your plan; the option to subscribe to such plans will be disabled for you. 

You can subscribe to a paid plan by clicking on the Upgrade button and completing the payment. Upon a successful payment, you would be subscribed to the plan. Your billing would be a monthly or annual recurring one based on the plan that you have selected.

How can I track usage in my plan?

A subscription plan defines usage limits (in terms of token usage and data storage) and features. Usage limits can be tracked from the left navigation pane of the TAI admin. There you will see the current plan that you are on and also the number of tokens used/total available and data storage - used/available. Features that are available in your plan can be viewed on the Billing and Plans screen.

Can I cancel my subscription?

A paid subscription can be cancelled at any time. To do so, you can write in to us at administrator@tellofy.com

Can my subscription be downgraded?

No you cannot downgrade your subscription to a lower plan. 

My Account

You can update your password via the Account -> Security menu option. On the Security screen enter you would need to provide your old password as a means for verification and then set a new password.