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Quick answers
Most asked questions
Start here — these four questions cover what most people need to know.
Credits & Usage
What are credits?
Credits are consumed each time your chatbot answers a question or processes a knowledge source. A simple one-line answer uses ~1 credit. A detailed multi-paragraph response uses 2–3 credits. A back-and-forth conversation of 10 messages typically uses 5–15 credits total.
How do I check my credit balance?
You can view your current credit balance and usage history in your Dashboard under the Usage tab. This shows your remaining credits, when they reset, and a breakdown of how you've used them.
Do unused credits roll over?
On Free and Base plans, credits reset at the beginning of each billing period and do not roll over. Pro and Enterprise plans include credit rollover, so unused credits carry forward to the next month.
What happens if I run out of credits?
You can purchase additional credits anytime, enable auto-topup to avoid interruptions, or upgrade for a higher monthly allocation. Some plans also include custom usage limits.
Billing & Subscriptions
How does billing work?
We offer monthly and annual subscription plans. Your payment method is charged at the start of each billing period. Annual plans offer a discount compared to monthly billing.
Can I cancel my subscription?
Yes, you can cancel your subscription at any time from your account settings. Your access will continue until the end of your current billing period.
Do you offer refunds?
Yes — every plan comes with a 14-day money-back guarantee. Full refund, no questions asked.
Can I change my plan?
Yes, you can upgrade or downgrade your plan at any time. Upgrades take effect immediately with prorated billing. Downgrades take effect at your next billing cycle.
API & Integration
How do I get an API key?
Create API keys from your Dashboard under API Keys. API access and the number of keys you can create depend on your current plan.
What are the API rate limits?
Chat API requests are rate-limited at 30 requests per minute per IP per chatbot on all plans to protect the service from abuse. Plan-level quotas are credit-based and reset monthly — see the pricing page for the credit allocation on each plan. If you need higher dedicated request limits, contact us about an Enterprise plan.
Is there API documentation?
Yes, comprehensive API documentation is available in the SDK section. It includes endpoint references, code examples, and best practices for integration.
Can I use the API in production?
Absolutely. Our API is production-ready. Enterprise customers receive a 99.5% uptime target. We recommend using environment variables for API keys and implementing proper error handling.
Security & Privacy
How is my data protected?
We use industry-standard encryption (TLS 1.2+) for data in transit. Sensitive credentials (such as connected-calendar passwords) are encrypted at rest using AES-256-GCM via HashiCorp Vault Transit. Bulk application data is stored on our self-hosted Postgres database in EU data centers (OVH) with strict access controls.
Do you train AI models on my data?
No, we do not use your conversations, uploaded knowledge sources, or account data to train foundation models. Your data is used to operate the service you request.
Can I delete my data?
Yes. You can remove chatbots, knowledge sources, API keys, and other workspace data from your dashboard. For full account deletion including associated data, contact support.
Are you GDPR compliant?
Yes, we are fully GDPR compliant. You have the right to access, rectify, and delete your personal data. See our Privacy Policy for more details.
Tools
What tools are available?
VocUI lets you build AI chatbots trained on your own content. Import your website, documents, or FAQs and deploy via embed widget, Slack, Telegram, WhatsApp, Messenger, Instagram, SMS, RCS, LINE, Teams, Discord, Email, and Phone.
How accurate are chatbot answers?
Accuracy depends on the quality of your knowledge sources, prompts, and channel setup. For best results, add clear source material, test common questions, and review analytics or feedback regularly.
Can I customize chatbot behavior?
Yes. You can customize prompts, welcome messages, widget design, supported channels, proactive messages, forms, surveys, and other settings for each chatbot.
What integrations are available?
You can deploy chatbots via an embeddable web widget, Slack, Telegram, WhatsApp, Facebook Messenger, Instagram DMs, SMS, RCS, LINE, Microsoft Teams, Discord, email inbound, and Phone (voice). Outbound campaigns are also supported. API access is available for custom integrations.
What are campaigns?
Campaigns let you send outbound messages to targeted audiences. Create SMS, voice, or multi-channel campaigns to reach contacts with promotions, appointment reminders, follow-ups, and more. Upload contact lists, pick a template, and schedule delivery — VocUI handles the rest.
Does VocUI support phone/voice calls?
Yes. VocUI supports AI-powered inbound phone answering and outbound calling via Telnyx. Your AI voice agent answers calls using your knowledge base, handles FAQs, and can transfer to a human when needed. Voice is available as an add-on to Base, Pro, and Enterprise plans.
Which messaging channels does VocUI support?
VocUI supports 13+ channels: Website Widget, Slack, Telegram, WhatsApp, Facebook Messenger, Instagram DMs, SMS, RCS, LINE, Microsoft Teams, Discord, Email, and Phone (voice). Each channel connects to the same trained knowledge base so your customers get consistent answers everywhere.
Account & Support
How do I reset my password?
Click "Forgot password" on the login page and enter your email. You'll receive a link to reset your password. For security, this link expires after 24 hours.
Can I have multiple users on one account?
Yes — every paid plan includes team seats: Base 2, Pro 5, Enterprise Unlimited. Free plans are limited to a single user. All paid plans support role-based access control.
How do I contact support?
You can reach our support team through the Help page or by emailing [email protected]. Enterprise customers also get priority support — see the Compare plans table for details.
What are your support hours?
Email support is available 24/7 with responses within 24 hours. Enterprise customers get priority support with 4-hour response times during business hours.
Still have questions?
We're here to help.
Reach out to our support team and we'll get back to you within 24 hours. Or explore the documentation for API references and integration guides.
Email support is available 24/7. Enterprise customers get priority 4-hour response times.