Help Center

Getting help

If you can't find what you're looking for in this documentation, here are your options:

• Search the docs — Use the search bar at the top of the page to find specific topics.
• Contact support — Reach the support team via the chat widget in the bottom-right corner of this page, or email support@autoch.at.
• Community — Join the Autoch.at community forum to ask questions and share tips with other users.

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Frequently asked questions

Getting started

How long does it take to set up Autoch.at? Most teams have their AI assistant live within 30 minutes. The Quickstart guide walks you through the process step by step.

Do I need technical knowledge to set up Autoch.at? No. The core setup requires no coding. The chat widget installation is a simple copy-paste of a JavaScript snippet.

Can I try Autoch.at before committing? Yes. You can test your AI assistant in the Widget Playground before installing it on your website.

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AI Assistant

Why is my AI giving incorrect answers? The most common cause is gaps in your Training Context. Go to AI Assistant > Training Context and add more information about the topic the AI is getting wrong. FAQs are particularly effective for ensuring precise answers to specific questions.

How do I stop the AI from talking about certain topics? Use AI Safety to add blocked keywords or topic restrictions. You can also use Messaging Directives to set workspace-wide behavioral rules.

Can the AI handle multiple languages? Yes. Your AI assistant can communicate in the language the customer uses. You can also set a default language in the assistant's persona settings.

What's the difference between a Playbook and Training Context? Training Context is your AI's knowledge base — the facts it knows about your business. Playbooks are conversation flows — the structured steps the AI follows to achieve a specific goal like qualifying a lead or booking a meeting.

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Conversations

Why aren't conversations showing up in my inbox? Check that your channels are correctly configured in Settings. For chat, make sure the widget is installed on your website. For email, verify your SPF/DKIM records. For SMS and voice, confirm your phone number is provisioned and assigned.

How do I take over a conversation from the AI? In the conversation detail view, click Take Over in the top bar. The AI will stop responding and you'll be in control. You can hand back to the AI at any time by clicking Return to AI.

Can I see what the AI was going to say before it sends? Yes. In the conversation composer, the AI's suggested response appears in the reply box before it's sent. You can edit it, discard it, or approve it.

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Billing and account

How is usage calculated? Usage is calculated based on the number of AI-handled conversations per month, plus any per-message or per-minute charges for SMS and voice. See Settings > Usage & Billing for your current usage and plan details.

Can I change my plan? Yes. Go to Settings > Usage & Billing and click Change Plan to upgrade or downgrade.

What happens if I exceed my plan limits? You'll receive a notification when you're approaching your limits. If you exceed them, overage charges apply at the rates shown in your plan details.

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Troubleshooting

Chat widget not appearing

1. Confirm the widget script is installed before the closing </body> tag on your website.
2. Check that the widget isn't being blocked by a Content Security Policy (CSP) on your site.
3. Verify that the widget isn't set to hidden in Settings > Chat Widget (check the launch rules).
4. Clear your browser cache and try again.

Email not receiving messages

1. Verify your MX records are pointing to Autoch.at's inbound email servers (check Settings > Email for the required records).
2. Confirm your SPF and DKIM records are published correctly.
3. Check your spam folder — the first few emails may be filtered until your domain builds a sending reputation.

AI assistant not responding

1. Check that the assistant is set to Active in AI Assistant > Assistants.
2. Verify the assistant is assigned to the correct channel.
3. Check AI Safety settings — if a blocked keyword was triggered, the AI may have been silenced.
4. Review the conversation in your inbox — the AI's response (or reason for not responding) will be visible in the timeline.

Social account connection failing

1. Confirm you're logging in with an account that has admin access to the page or profile.
2. Check that you've granted all the requested permissions during the authorization flow.
3. Try disconnecting and reconnecting the account.
4. If the issue persists, contact support with the error message you're seeing.