, about three clicks and a paste. WooCommerce, BigCommerce, Wix, Webflow, Squarespace, and hand-rolled HTML all work the same way. Zendesk, Help Scout, and Freshdesk are supported as handoff destinations, not host sites."}},{"@type":"Question","name":"What language does it answer in?","acceptedAnswer":{"@type":"Answer","text":"English at launch. The architecture is set up for multilingual prompts but we would rather get the English answers right first before turning additional languages on."}},{"@type":"Question","name":"Is this a subscription in disguise?","acceptedAnswer":{"@type":"Answer","text":"No. The primary purchase is a one-off credit pack (there are eighteen of them, from €5 to €1,000) and you can buy once and never come back if that is what you need. The €29/month Pro Plan is optional, purely a convenience for teams who prefer a monthly rhythm, and nothing in the product is locked behind it."}},{"@type":"Question","name":"Do credits expire?","acceptedAnswer":{"@type":"Answer","text":"Yes, credits are valid for 45 days from the date of purchase. The twenty-five free trial credits granted on signup follow the same 45-day window. If you have unused credits approaching expiry, a dashboard notification and an email reminder will go out before they lapse."}},{"@type":"Question","name":"Can I get a refund?","acceptedAnswer":{"@type":"Answer","text":"Yes. Fourteen days, no questions asked, on anything unused. If you have already burned through part of a pack we refund the unused portion at that pack's per-query rate. Credits earned from promo codes (WELCOME10, SAVE15 and so on) are not refundable in cash but stay on your account until they expire (45 days from grant)."}},{"@type":"Question","name":"What currencies do you accept?","acceptedAnswer":{"@type":"Answer","text":"EUR, USD, and GBP. The displayed price is what you pay, no surprise FX markup at checkout, and the conversion rates refresh daily at build time from the European Central Bank reference feed."}},{"@type":"Question","name":"How fast are credits delivered?","acceptedAnswer":{"@type":"Answer","text":"Instantly. Credits hit your dashboard balance on successful payment, and a confirmation from support@supportpilots.com lands in your inbox immediately afterward. If anything stalls, write to support and we will sort it the same day."}},{"@type":"Question","name":"How do I install the widget?","acceptedAnswer":{"@type":"Answer","text":"Copy one script tag from your dashboard and paste it into your site, either inside or right before . On Shopify that happens in theme.liquid through Online Store, Themes, Edit code. WordPress, Wix, Webflow, and Squarespace all have their own native code-injection slot. The API docs page walks through each one."}},{"@type":"Question","name":"How fast does the AI respond to customer questions?","acceptedAnswer":{"@type":"Answer","text":"Answers stream back in real time, so the customer usually sees the first words within roughly a second of hitting send. The provider chain goes kie.ai first (Gemini 3 Flash, then Gemini 3 Pro as a secondary), with Anthropic as an automatic fallback if the primary path stalls. Actual latency depends on the length of your seed text, the length of the customer's question, and upstream provider load on the day."}},{"@type":"Question","name":"What happens when I run out of credits?","acceptedAnswer":{"@type":"Answer","text":"The widget keeps rendering but stops generating new answers. Customers see a polite fallback message pointing them at your human support email, and the moment you top up (even with a €5 pack) answers resume."}},{"@type":"Question","name":"Is my customer data used to train AI models?","acceptedAnswer":{"@type":"Answer","text":"No. kie.ai and Anthropic are used strictly as inference providers. Neither of them uses our prompts or responses for model training, and we do not keep a copy for that purpose either. The only thing we log per query is a SHA-256 hash of the prompt, for billing audit, never the prompt itself."}},{"@type":"Question","name":"Where is my data stored?","acceptedAnswer":{"@type":"Answer","text":"Supabase (Postgres) in the EU region by default. A US region is available on request for US merchants who need data residency in-country. Every table in the schema has Row-Level Security enforced, so one customer's rows are never visible to another customer even if the client library is misused."}},{"@type":"Question","name":"Am I GDPR-compliant using you?","acceptedAnswer":{"@type":"Answer","text":"Yes, as long as you surface our Data Processing Agreement in your own privacy policy. The DPA lives on the Privacy page. Subject Access Requests under GDPR Article 15 are answered within seventy-two hours, and we will help you draft a response if your own team has not dealt with one before."}},{"@type":"Question","name":"Can I delete all my data?","acceptedAnswer":{"@type":"Answer","text":"Yes. Write to support@supportpilots.com and we will hard-delete your account and the data attached to it after a thirty-day grace window (the grace window exists so nobody loses their credits to an accidental click). Financial audit records related to a completed purchase are retained for the period required by local tax and anti-money-laundering law, which for EU operators is typically several years."}}]}
SupportPilots

Questions · Est. MMXXVI · Vol. I

Updated

Answered straight.

Sixteen questions that come up every week. If yours isn't here, write to support@supportpilots.com and we'll add it.

Jump ahead · Vol. 0

Looking for a number, not an answer? The full pricing grid lists all 18 credit packs, the install page walks you through the 60-second setup, and the integrations page covers every storefront we support.

Category I · Product

What it is and what it isn't.

What is SupportPilots, in plain English?

A small AI customer support widget you embed on your site. It answers using the FAQ, shipping rules, return policy, and product notes you paste into the dashboard, and you buy queries as one-off credit packs instead of signing up for a subscription.

Does it replace my human support team?

No, and it is not meant to. Most support inboxes are dominated by the same short list of repeat questions (order status, returns, shipping, sizing, basic pricing) and the widget is aimed squarely at those. Anything it cannot confidently answer gets handed off to your human inbox with one click.

Which stores does it work on?

Anything you can paste a <script> tag into. On Shopify that means editing theme.liquid in the Theme Editor and dropping the snippet before </body>, about three clicks and a paste. WooCommerce, BigCommerce, Wix, Webflow, Squarespace, and hand-rolled HTML all work the same way. The integrations page lists every storefront we support. Zendesk, Help Scout, and Freshdesk are supported as handoff destinations, not host sites.

What language does it answer in?

English at launch. The architecture is set up for multilingual prompts but we would rather get the English answers right first before turning additional languages on.

Category II · Billing

Credits, packs, and refunds.

Is this a subscription in disguise?

No. The primary purchase is a one-off credit pack (there are eighteen of them, from €5 to €1,000) and you can buy once and never come back if that is what you need. The €29/month Pro Plan is optional, purely a convenience for teams who prefer a monthly rhythm, and nothing in the product is locked behind it.

Do credits expire?

Yes, credits are valid for 45 days from the date of purchase. The twenty-five free trial credits granted on signup follow the same 45-day window. If you have unused credits approaching expiry, a dashboard notification and an email reminder will go out before they lapse.

Can I get a refund?

Yes. Fourteen days, no questions asked, on anything unused. If you have already burned through part of a pack we refund the unused portion at that pack's per-query rate. Full details on the refund policy page. Credits earned from promo codes (WELCOME10, SAVE15 and so on) are not refundable in cash but stay on your account until they expire (45 days from grant).

What currencies do you accept?

EUR, USD, and GBP. The displayed price is what you pay, no surprise FX markup at checkout, and the conversion rates refresh daily at build time from the European Central Bank reference feed.

Category III · Delivery

How you get credits into production.

How fast are credits delivered?

Instantly. Credits hit your dashboard balance on successful payment, and a confirmation from support@supportpilots.com lands in your inbox immediately afterward. If anything stalls, write to support and we will sort it the same day.

How do I install the widget?

Copy one script tag from your dashboard and paste it into your site, either inside <head> or right before </body>. On Shopify that happens in theme.liquid through Online Store, Themes, Edit code. WordPress, Wix, Webflow, and Squarespace all have their own native code-injection slot. The install guide walks through each one.

How fast does the AI respond to customer questions?

Answers stream back in real time, so the customer usually sees the first words within roughly a second of hitting send. The provider chain goes kie.ai first (Gemini 3 Flash, then Gemini 3 Pro as a secondary), with Anthropic as an automatic fallback if the primary path stalls. Actual latency depends on the length of your seed text, the length of the customer's question, and upstream provider load on the day.

What happens when I run out of credits?

The widget keeps rendering but stops generating new answers. Customers see a polite fallback message pointing them at your human support email, and the moment you top up (even with a €5 pack) answers resume.

Category IV · Data · Security

Where your data lives, who sees it.

Is my customer data used to train AI models?

No. kie.ai and Anthropic are used strictly as inference providers. Neither of them uses our prompts or responses for model training, and we do not keep a copy for that purpose either. The only thing we log per query is a SHA-256 hash of the prompt, for billing audit, never the prompt itself.

Where is my data stored?

Supabase (Postgres) in the EU region by default. A US region is available on request for US merchants who need data residency in-country. Every table in the schema has Row-Level Security enforced, so one customer's rows are never visible to another customer even if the client library is misused.

Am I GDPR-compliant using you?

Yes, as long as you surface our Data Processing Agreement in your own privacy policy. The DPA lives on the Privacy page. Subject Access Requests under GDPR Article 15 are answered within seventy-two hours, and we will help you draft a response if your own team has not dealt with one before.

Can I delete all my data?

Yes. Write to support@supportpilots.com and we will hard-delete your account and the data attached to it after a thirty-day grace window (the grace window exists so nobody loses their credits to an accidental click). Financial audit records related to a completed purchase are retained for the period required by local tax and anti-money-laundering law, which for EU operators is typically several years.