Frequently Asked Questions

No. AeroChat works out of the box — connect your data and your channels, and it starts answering right away. There's nothing to script and no conversation flows to build.

Most stores are live in under 30 minutes. Upload your documents or point AeroChat at your website, connect your channels, and you're ready — no developer needed. On Shopify it's faster still: connect in one click from the Shopify App Store and your catalog syncs automatically.

Yes. There's a built-in testing area where you can ask sample questions and check the AI's answers privately, so you launch only when you're happy with how it responds.

No. AeroChat is a self-service platform built for store owners to run themselves — connecting channels, uploading knowledge, and customizing the widget all happen from your dashboard with no code. On Shopify and WordPress, the widget installs straight through the app or plugin, so you never touch your theme.

This is the concern we take most seriously. AeroChat answers from your actual business content — your documents, website, and product data — rather than guessing, so responses stay grounded in what you've given it. The more complete your knowledge base, the more accurately it responds. When the AI isn't confident, it's designed to hand off to a human or fall back to a message you control, instead of inventing an answer. You can also review what it couldn't answer and improve it over time. See Knowledge Base Training.

You decide what that moment looks like. In Settings → Fallback Messages you can write the exact response customers see when the AI isn't sure, and choose to escalate the conversation to your team instead. AeroChat also captures every unanswered question so you can review it and close the gap, so the AI keeps improving. See Custom Fallback Responses and Self-Learning AI.

Yes. With Custom Instructions you shape how the AI speaks, what it prioritizes, and where its limits are — all in plain language, no prompt engineering. It's how you keep every conversation on-brand.

Always. AeroChat detects when to escalate based on context or urgency, and your team can step into any conversation manually at any time — with the full chat history in front of them, so customers never have to repeat themselves. More on Human Handover.

Upload PDF, DOCX, TXT, and Excel/CSV files, point the crawler at your website, or write custom knowledge directly in the app. On Shopify, your products, pages, and policies sync automatically. You stay in control of which sources the AI uses, so you can include or exclude content anytime.

Yes. AeroChat automatically detects the customer's language and replies in it — no language menus, no separate setup. It's ideal if you serve international or multilingual markets. See Multilingual Chat.

AeroChat connects to your website (web chat), WhatsApp, Facebook Messenger, Instagram, Telegram, and email — all flowing into one unified inbox. Connecting a channel takes a few clicks, with no developer needed.

Each channel connects from your dashboard in a few clicks — no developer needed. For step-by-step guides, see the channel's own page: WhatsApp, Instagram, Facebook Messenger, Telegram, and Web Chat. Once connected, every conversation lands in the same unified inbox.

Yes. Connect a Gmail or Outlook mailbox with secure sign-in and AeroChat handles email like any other channel — answered by AI and flowing into the same unified inbox as your chats. See the email setup on our integrations pages.

You'll copy your API key from AeroChat, install the AeroChat plugin on your WordPress site, and paste the key in to link them — the connection is then detected automatically. Our WordPress integration guide walks through each step. Once connected, your content syncs automatically, so if posts or products aren't appearing yet, it usually means the plugin isn't connected. On Shopify, it's even simpler — connect in one click from the Shopify App Store.

Yes — for Shopify stores, AeroChat looks up live order status, fulfillment, tracking, and returns right inside the conversation, so "where is my order?" gets answered instantly without your team doing manual lookups. See Order Status Tracking.

On Shopify and WordPress, the widget installs through the app or plugin — make sure it's connected and enabled. On other sites, check that the embed snippet is in your site's HTML and that your domain is verified. If it's still not appearing, reach us on live chat and we'll get it sorted.

Yes. Start with a 7-day free trial — no credit card required — so you can try AeroChat before committing. Start for free here.

We'll notify you in advance. You can top up or adjust your plan instantly, with no disruption to your service — so a busy month never catches you off guard.

Yes. Upgrade, downgrade, or cancel anytime from your billing settings — changes take effect right away. If you cancel, you keep a 30-day window to export your data before it's removed.

Yes. AeroChat encrypts data both in transit and at rest, with access controls and regular security reviews. Each business's data is kept isolated from every other account. Full details are in our Privacy Policy.

AeroChat is based in Singapore and our data practices are aligned with Singapore's Personal Data Protection Act (PDPA). As the merchant, you remain responsible for giving your own customers appropriate notice and a lawful basis for processing their data. Our Privacy Policy and Terms of Use set out the details.

Payments are processed securely by Stripe, and AeroChat never stores your full card number — only the summary transaction records needed for billing. If you're on Shopify, you can also choose to pay through Shopify's native billing, so charges appear on your regular Shopify invoice. You can read more in our Privacy Policy.

You keep a 30-day window after cancellation to export your conversation data, after which it's deleted in line with our retention policy. Billing records are kept only as long as financial regulations require. See the Privacy Policy for retention details.

AeroChat targets 99.5% uptime per month on all paid plans, and uses established cloud infrastructure to keep the service available. Our full commitments are in the Service Level Agreement.

Absolutely. Reach us on live chat or email us at support@aerochat.ai and we'll help you work out whether AeroChat is the right fit for your business.

Reach us anytime through the live chat on our site or in your dashboard — our own chatbot answers most questions instantly, and our team is here when you need a person. You can also browse our feature pages for a closer look at how each part of AeroChat works.