Frequently Asked Questions

Bob ingests content from your approved sources — your website, policy documents, and materials you provide. Bob doesn't scrape the internet or make things up. Everything Bob knows comes directly from what you've approved.

Initial setup typically takes a few days. Bob crawls your website and processes any documents you provide. We then generate an ingestion report showing what Bob learned and any gaps that might need additional content.

Yes. You can add new documents, update policies, and refresh website content. Bob will re-learn from your updated sources. Each update generates a report showing what changed.

Bob can identify knowledge gaps (questions customers ask that Bob can't answer), but Bob doesn't automatically add information from conversations. Any new knowledge must be approved by you first.

Bob refuses safely rather than guessing. When a question falls outside your approved content, Bob acknowledges the limitation and offers to connect the customer with your team or capture a callback request.

Bob is designed to respond only from your approved content. When Bob doesn't have information, Bob says so. This is different from generic chatbots that might guess or hallucinate answers.

Every response can be traced back to the source content it was based on. You can review conversation logs and see which documents Bob referenced for each answer.

Website chat and Call Bob phone service are part of your managed AI front office. Bob helps answer, organize, route, and surface work that needs your attention in Action Center — available through eligible plans, integrations, and setup paths.

Yes. Bob can escalate to your team based on criteria you define. For urgent issues, complex questions, or customer request, Bob will route to a human and capture all relevant context.

Bob uses text-to-speech for voice interactions. We offer several voice options and you can choose one that matches your brand. The conversation flow is natural and conversational.

We're building integrations with CRMs, scheduling tools, and industry-specific software. Current integrations include Twilio, Vonage, and basic webhook support. Join our waitlist to be notified when your tools are supported.

Scheduling integrations are through eligible plans and setup paths. Currently, Bob captures appointment requests and customer details, which your team can then confirm. Direct booking will require integration with your scheduling software.

Yes. We offer a REST API and webhook support for custom integrations. See our integration guide for widget embed, chat paths, and outbound webhooks.

Bob only responds from your approved content. You can also set explicit guardrails — topics Bob should refuse to discuss, escalation triggers, and required disclaimers for certain topics.

Bob is designed with privacy and governance in mind. We do not claim HIPAA, SOC 2, or other healthcare or security certifications unless they are listed in our Proof Center. Check the Proof Center for current public claim status.

Bob logs conversations for your review and improvement. Personal information shared by customers is stored securely. You control data retention policies and can export or delete data as needed.

Yes. We track refusals so you can see what questions customers asked that Bob couldn't answer. This helps identify knowledge gaps and improve Bob's content over time.

Yes. All conversations are logged with full traces. You can export logs for compliance, training, or analysis purposes. Exports include timestamps, source references, and any tool calls Bob made.

When business-line phone is enabled for your account, calls can be recorded with appropriate consent notices (Bob can announce recording at the start of calls where required). Recordings and transcripts are designed to be available in your admin portal. Phone on your main line is still rolling out—see Proof Center for status.

Default retention is 90 days, but you can configure longer retention for compliance needs or shorter retention for privacy preferences. Data can be exported before deletion.

We're currently in pilot phase with early-access pricing. Pricing will be based on usage (conversations, channels, integrations). Join our waitlist to get pilot pricing.

We offer pilot programs for qualified businesses. During the pilot, you can test Bob with your actual content and customers before committing. Apply to join the pilot.

Pilot includes: knowledge ingestion from your sources, chat widget setup, admin portal access, conversation logs, and direct support from our team. Phone and advanced integrations may be additional.

Confirm the widget embed snippet is on the page your customers visit, check the browser console for script errors, and verify your site allows third-party scripts. Customers can sign in to the Customer Portal for the full widget setup guide.

Bob uses approved knowledge — not guesses. Update hours, services, and policies in your knowledge base, then test the same question again. Action Center may also surface knowledge-gap items to review.

See pricing for plan details. Signed-in customers can use Billing in the Customer Portal or open a support ticket from Help & Learning. Pre-account questions can use the contact form.

1) We crawl your website and ingest your documents. 2) We generate an ingestion report showing what Bob learned. 3) You review and approve. 4) We deploy the chat widget. 5) We monitor the first few days together.

Pilot customers get direct support via email and Slack. We also have a help center and documentation. Enterprise customers get dedicated support and SLAs.

Yes. You can configure Bob's tone (professional, friendly, casual), greeting messages, and brand voice. Bob can be configured to match your company's communication style.