Questions
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 8 credit packs, the install guide 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, paid once.
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. When it cannot answer, it can give the contact details you saved. Visitors contact your team directly; the widget does not send a ticket or connect them to an agent.
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 and BigCommerce, Wix, Webflow, Squarespace, or 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 & refunds.
Will I be charged again next month?
No. There is only one thing to buy: a credit pack (there are eight of them, from €5 to €1,000). You pay once, the credits land on your account, and you can buy once and never come back if that is what you need. Nothing auto-renews, no card is kept on file, and there is no plan to cancel.
What if I lose my connection before the answer arrives?
If your connection drops, use Retry answer to recover the same request for up to 24 hours after completion, without another AI call or credit charge. A new question is a new request.
Is there a daily AI request limit?
1,000 AI requests per business per day, shared across every widget and the dashboard. The allowance resets at midnight UTC. Requests admitted to AI count even if they fail or only give contact guidance. Saved-contact replies without AI do not count. At the limit, automated answers pause and visitors receive your saved contact details, or guidance to contact your business through its website. Credit expiry dates stay the same.
Do credits expire?
Paid packs last 60 days from purchase. The 25 free trial queries last 60 days from email verification. Promo bonus credits last 60 days from grant. If unused credits are approaching expiry, a dashboard notification and an email reminder 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 are not refundable in cash but stay on your account until they expire (60 days from grant).
What currencies do you accept?
Your region's currency: GBP in the United Kingdom, EUR in the European Economic Area, AUD in Australia, JPY in Japan, AED in the United Arab Emirates, and USD everywhere else. GBP, EUR and USD share the same numbers (a 50 pack is £50, €50 or $50); Australia, Japan and the UAE have local prices of similar value (A$80, ¥9,000 or AED 200). The site shows the currency for where you are browsing from, and at checkout your billing country decides.
What counts as a billed query?
A useful generated answer costs one credit, including when it also gives contact guidance. A failed response or contact guidance without a generated answer does not consume a credit. A new request that generates another useful answer uses another credit.
Do unused credits top themselves up?
No. Packs are paid once. Nothing auto-renews and no card is left on file. When a pack runs out or expires, you buy another pack if you want more answers.
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 return in real time after the customer hits send. Actual latency depends on the length of your seed text, the length of the customer's question, and upstream 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. AI inference partners are used strictly to generate answers for your account. They are not permitted to use prompts or responses for training, and we do not keep the question text.
Where is my data stored?
In the EU region by default. A US region is available on request for US merchants who need data residency in-country. One customer's data is never visible to another account.
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.
Category V · Experts & marketplace
Hiring help and joining the network.
Can someone set SupportPilots up for me?
Yes. You can run it yourself with credits, or hire a reviewed SupportPilot to install the widget, write your FAQ, fix weak answers, translate content, or run monthly optimization. The network is reviewed and matched by hand while it grows — tell us what you need on the contact page or from your dashboard and we connect you with a reviewed provider.
Does a provider see my customer data?
Not by default. Providers only access what you explicitly grant, scoped to the work you agreed to, time-boxed and logged, with revocation available at any time. Access levels range from none to a selected knowledge base to redacted conversations. See the trust page for the full detail.
Can I earn as a provider?
Yes. Support professionals and Shopify/WordPress implementers can apply, as can FAQ writers, translators, template creators, or agencies. Applications are reviewed manually, and payouts require identity and tax verification. Apply from the Become a SupportPilot page.