Find answers to common questions about ChatoSmart
ChatoSmart is a comprehensive live chat platform designed for businesses in Albania and the Balkans. It allows you to communicate with your website visitors in real-time through a customizable chat widget. Key features include AI-powered chatbots, multi-channel support (website, WhatsApp, Facebook Messenger, Telegram), conversation history, file sharing, and detailed analytics. Our platform helps you provide better customer support, increase sales conversions, and improve customer satisfaction.
Getting started is easy! Simply click "Sign Up Free" on our homepage, create an account with your email and password, verify your email address, and you'll be taken to your dashboard. From there, you can customize your chat widget, install it on your website by copying a simple code snippet, and start chatting with your visitors immediately. The entire setup process takes less than 5 minutes.
Yes! We offer a 14-day free trial with full access to all features. No credit card is required to start your trial. You can test all our features including AI chatbots, integrations, analytics, and unlimited conversations. After the trial period, you can choose a plan that fits your needs or continue with our free plan which includes basic features for small businesses.
ChatoSmart works with any website where you can add a small JavaScript code snippet. This includes WordPress, Shopify, Wix, Squarespace, custom HTML websites, and virtually any other platform. Modern web browsers (Chrome, Firefox, Safari, Edge) are required. The chat widget is mobile-responsive and works on all devices. For operators, you can manage conversations from any device with a web browser or our mobile apps (iOS and Android coming soon).
Absolutely! You can see our live chat widget in action right here on our website - look for the chat icon in the bottom right corner. We also offer personalized demos where our team can walk you through all features and answer your specific questions. Contact us to schedule a 30-minute demo session at a time that works for you. Additionally, our website has video tutorials and documentation covering all aspects of the platform.
We offer four flexible pricing plans to suit businesses of all sizes:
Annual billing receives a 20% discount. Visit our pricing page for detailed feature comparisons.
We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and PayPal. All payments are processed securely through Stripe, our payment provider, ensuring your financial information is protected with bank-level security. We do not store your credit card information on our servers. For Enterprise plans, we also accept bank transfers and can provide invoices for accounting purposes.
Yes! You can upgrade, downgrade, or cancel your subscription at any time from your account settings. There are no contracts or cancellation fees. When you cancel, your subscription remains active until the end of your current billing period. You can also downgrade to a lower plan, and we'll prorate the difference. If you upgrade, you'll have immediate access to new features and we'll adjust your billing proportionally.
We offer a 30-day money-back guarantee for all paid plans. If you're not satisfied with ChatoSmart within the first 30 days, contact our support team and we'll provide a full refund, no questions asked. After 30 days, subscriptions are non-refundable, but you can cancel at any time to avoid future charges. This policy ensures you can try our platform risk-free and make sure it's the right fit for your business.
Invoices are automatically generated and emailed to you after each payment. You can also download all past invoices from your account dashboard under Billing > Invoices. Each invoice includes your company information, payment details, VAT/tax information (if applicable), and a breakdown of your subscription charges. For Enterprise customers, we can customize invoice formats and provide additional billing documentation as needed.
To change your email or password, log in to your dashboard and navigate to Settings > Account. Click "Change Email" or "Change Password" and follow the prompts. For security purposes, we'll send a verification link to your current email when changing your email address. For password changes, we recommend using a strong password with at least 8 characters, including uppercase, lowercase, numbers, and special characters. If you've forgotten your password, use the "Forgot Password" link on the login page.
Installing the widget is simple and takes just a few minutes:
The widget will appear immediately on your site. For popular platforms like WordPress, Shopify, or Wix, we provide specific installation guides with screenshots.
For WordPress, you have two easy options:
Option 1 - Using a Plugin:
Install the "Insert Headers and Footers" plugin, go to Settings > Insert Headers and Footers, paste your ChatoSmart widget code in the "Footer" section, and save.
Option 2 - Manual Installation:
Go to Appearance > Theme Editor, open your footer.php file, paste the widget code before </body>, and update the file. The widget will appear on all pages of your WordPress site, including WooCommerce pages.
Absolutely! ChatoSmart offers extensive customization options:
All customizations are available in Settings > Widget Customization with a live preview.
Yes! You can install the same widget code on multiple websites or domains under a single account. All conversations from different sites are managed in one unified inbox, but you can see which website each conversation originated from. For more advanced needs, you can create separate widgets with different customizations for each site (available on Business and Enterprise plans). This is perfect for agencies managing multiple client websites or businesses with multiple brands.
If the widget isn't displaying, check these common issues:
If you're still having issues, contact our support team with your website URL and we'll help troubleshoot.
Our AI chatbot uses advanced natural language processing to understand and respond to visitor questions automatically. You can train the bot by providing common questions and answers, uploading your knowledge base, or letting it learn from past conversations. The AI chatbot can handle frequently asked questions, collect lead information, schedule appointments, and transfer complex queries to human operators. It's available 24/7 and can respond in multiple languages. You maintain full control over when the bot is active and can see all bot conversations in your dashboard.
When all operators are offline, visitors can still leave messages through an offline form. You'll receive an email notification for each message and can respond when you're back online. Alternatively, you can enable the AI chatbot to handle inquiries 24/7 even when you're away. You can customize the offline message, set business hours, and configure automatic responses. This ensures you never miss a potential customer inquiry, even outside business hours.
Yes! Both operators and visitors can share files directly in the chat. Supported file types include images (JPG, PNG, GIF), documents (PDF, DOC, DOCX), spreadsheets (XLS, XLSX), and more. The maximum file size is 10MB per file. Files are securely stored and accessible in the conversation history. This feature is perfect for sharing product images, contracts, invoices, support documentation, or screenshots for technical support.
Absolutely! Canned responses (also called saved replies or quick responses) allow you to save frequently used messages and insert them with keyboard shortcuts. Create templates for common scenarios like greetings, product information, pricing details, shipping policies, or technical solutions. Use variables to personalize responses with visitor names or other dynamic content. Type "/" in the chat to see all available canned responses. This feature significantly speeds up response times and ensures consistent messaging across your team.
ChatoSmart provides comprehensive analytics to help you understand your customer interactions:
Export reports as CSV or PDF for presentations and record-keeping.
You can receive notifications through multiple channels: browser notifications (desktop alerts even when the dashboard isn't open), sound alerts in the dashboard, email notifications for new conversations and messages, and mobile push notifications (coming soon in our mobile apps). You can customize notification preferences for different events and set quiet hours. The dashboard also shows a real-time badge count of unread conversations, ensuring you never miss an important customer inquiry.
Yes! When a visitor starts a chat, you can see valuable context including:
This context helps you provide more personalized and relevant support.
Yes! ChatoSmart supports multi-channel messaging, allowing you to manage all customer conversations in one unified inbox. Supported platforms include WhatsApp Business API (receive and send WhatsApp messages directly from your dashboard), Facebook Messenger (connect your Facebook page), Telegram (integrate your Telegram bot), Instagram Direct Messages (coming soon), and your website chat widget. All conversations appear in the same inbox, tagged by channel, making it easy to provide consistent support across all platforms.
Absolutely! We offer native integrations with popular CRM systems including Salesforce (sync contacts and conversations), HubSpot (create contacts and deals from chats), Zoho CRM (automatically log conversations), Pipedrive (track leads and opportunities), and more. You can also use our Zapier integration to connect with 3,000+ apps including custom CRMs. Conversations, contact information, and lead data can be automatically synced to your CRM, ensuring your sales and support teams have complete customer context.
Yes! ChatoSmart provides a comprehensive REST API for custom integrations. You can programmatically send messages, retrieve conversation history, manage contacts, create reports, configure settings, and more. We also offer webhooks for real-time event notifications (new conversation, message received, conversation closed, etc.). Full API documentation with code examples in multiple languages is available in our developer portal. The API is available on Business and Enterprise plans and uses secure API key authentication.
Yes! Integrate ChatoSmart with Slack or Microsoft Teams to receive instant notifications when new conversations start. You can set up a dedicated channel for chat notifications, mention team members for specific conversations, and even respond to chats directly from Slack or Teams (coming soon). This integration keeps your entire team informed and allows for quick collaboration on customer inquiries without constantly monitoring the ChatoSmart dashboard.
ChatoSmart automatically sends events to Google Analytics (if GA is installed on your site) for key actions like chat started, message sent, conversation completed, etc. You can use these events to create custom reports, set up conversion goals, and track ROI from your live chat. We also support Facebook Pixel and other analytics platforms. In your ChatoSmart dashboard, go to Settings > Integrations > Analytics to configure tracking and customize which events are sent.
Security is our top priority. ChatoSmart implements multiple layers of protection:
Yes, ChatoSmart is fully GDPR compliant. We act as a Data Processor for customer data, and our customers (you) are the Data Controllers. We provide Data Processing Agreements (DPA) upon request, allow data export and deletion, implement privacy by design principles, maintain transparent privacy policies, provide tools for obtaining visitor consent, and allow anonymization of chat data. Visitors can request their data to be deleted at any time. Our privacy policy and terms of service detail our GDPR compliance measures. Contact privacy@chatosmart.com for more information.
ChatoSmart data is stored in secure data centers located in the European Union (Frankfurt, Germany) for European customers, ensuring GDPR compliance and fast performance for users in Europe. We also offer data residency options for Enterprise customers who need data stored in specific regions. All data centers are ISO 27001 certified, SOC 2 compliant, and feature redundant infrastructure with 99.9% uptime guarantee. Your data never leaves the region you select.
Yes! You have full control over your data. Export all conversations, contacts, and analytics data as CSV or JSON files at any time from Settings > Data Export. Delete individual conversations or bulk delete conversations by date range. When you close your account, all data is permanently deleted within 30 days. You can also request immediate data deletion by contacting our support team. Backups are retained for 90 days for disaster recovery purposes only and are then permanently deleted.
Yes! Two-factor authentication (2FA) is available for all accounts and highly recommended for account security. Enable 2FA in Settings > Security using an authenticator app like Google Authenticator, Authy, or 1Password. Once enabled, you'll need both your password and a 6-digit code from your authenticator app to log in. 2FA significantly reduces the risk of unauthorized account access. For Enterprise accounts, we can enforce 2FA for all team members as a security policy.
If messages aren't working properly, try these troubleshooting steps:
If the problem persists, contact our support team with details about your browser and any error messages.
If you're missing chat notifications, check these settings:
The ChatoSmart widget is optimized for performance and typically loads in less than 50ms. The widget script loads asynchronously, meaning it doesn't block your page from loading. If you're experiencing slowdowns, they're likely caused by other factors. Verify the issue by testing with and without the widget. Check your website's overall performance with tools like Google PageSpeed Insights. Ensure you're using the latest widget code from your dashboard. Consider enabling lazy loading for the widget (load only when visitor scrolls or after a delay). If problems persist, our support team can help optimize the widget configuration for your specific site.
Native mobile apps for iOS and Android are currently in development and will be available soon. In the meantime, you can access the ChatoSmart dashboard from your mobile browser - it's fully responsive and works great on phones and tablets. Simply visit chatosmart.com and log in from Safari (iOS) or Chrome (Android). You can receive push notifications, respond to chats, and access all features. We recommend adding the dashboard to your home screen for quick access. Mobile apps will be announced when available.
Conversations don't disappear unless explicitly deleted. They may be hidden by filters or date ranges. Here's how to find them:
If conversations were deleted, they cannot be recovered. Contact support if you believe this is a technical issue.
We're here to help! Contact our support team through multiple channels:
Include relevant details like your account email, browser information, screenshots, and steps to reproduce the issue for faster resolution. Enterprise customers have access to priority support with dedicated account managers.