Frequently asked questions

A business knowledge and customer-support platform. It helps customers find approved information through website chat and configured WhatsApp connections, with a route to a representative when needed.

No. A workspace can use local matching against approved knowledge. External AI is optional and must be enabled and configured for that workspace.

The hosted widget can be integrated through a WordPress plugin or an embed snippet on other platforms. The business website can remain with its existing host. The widget and visitor access must be configured and tested for that website.

Approved PDF, DOCX, text and Markdown documents, plus permitted public website pages through the verified website-import process. Scanned images requiring OCR are outside the current document pipeline. Review the imported material before relying on it.

Authorized workspace administrators can set the workspace identity and assistant branding through the available settings. Custom logos and an assistant name can be used while the product retains DNETSOL attribution.

Yes, after the business account, number, provider permissions and connection have been approved and configured. Test-number messaging and production-number onboarding are separate steps.

That requires Meta's supported Coexistence onboarding and an eligible account. Confirm eligibility before making changes to an existing number. Do not delete or deregister your working phone account as a routine connection step.

A support request is created in the business inbox and automated answers pause for the open handoff. If business email alerts are configured, a notification is queued for the configured recipient. Staff availability determines when the customer receives a reply.

An authorized agent opens the request, takes the assignment and sends a reply through the support inbox. For WhatsApp, the reply is queued through the connected business number within the permitted service window.

Queued means it is waiting to be processed. Accepted means the messaging provider accepted the API request. Delivered and read depend on later receipts. An uncertain send needs review before another message is sent.

The current release focuses on text conversations and agent handoff. Media, campaigns, templates and other capabilities depend on separately supported and configured features. Ask us to confirm a particular use case before planning around it.

Yes. A tenant administrator opens Billing, selects a month in Monthly usage and billing, and downloads the DNETSOL-branded PDF. It includes available usage counts, recorded additional charges and separate subscription payment history.

For applicable cost-based charges, the underlying cost is multiplied by 1.08. For example, JMD 1,000 becomes JMD 1,080 before any separately applicable tax. The markup is included once. Existing invoice records retain their original amount.

No. The AI meter can show labelled estimates. WhatsApp supplier charges need to be recorded and reviewed by the owner. Draft statements show missing costs or conversion rates. A reviewed completed month can be issued as a fixed statement.

No. The proposed InvoiceFlow integration is a separate development item. Monthly statement downloads do not automatically create an InvoiceFlow invoice or record a payment.

No. It creates a document, not a payment. Payment and collection arrangements are agreed separately. Demo and sandbox statuses are test records.

Ordinary access is scoped to the user's authorized workspace and role. Administrators should manage staff membership carefully and remove accounts that no longer need access.

No. Service credentials are protected, and the application has authentication and access controls. Chats and knowledge are not all encrypted at the application level. The deployed hosting and backup safeguards must also be considered.

No. Archiving preserves the record. Retention and deletion arrangements are described in the business service agreement and the Privacy Policy.

Those require separately designed integrations and business rules. They are not enabled by the current knowledge-chat release. Important decisions should follow the business's authorized process and appropriate human review.

Start with the business you messaged. It controls its customer-facing knowledge and use of customer conversations. For a DNETSOL Connect account or platform issue, use the contact details below.