> ## Documentation Index
> Fetch the complete documentation index at: https://wiredesk.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Short answers about pricing, usage, the chat widget, integrations, phone, handover, knowledge and security.

## Pricing and usage

<AccordionGroup>
  <Accordion title="Do I need a credit card to start?">
    No. The Free plan needs no card and includes 500 replies or 50 voice minutes a month, with real customers as well as in testing. You only need a card to keep answering past that, or to move to a paid plan.
  </Accordion>

  <Accordion title="What is the difference between the plans?">
    Two things: how much usage is included each month, and how much help you get. Every feature is on every plan, including Free: chat, voice and email, unlimited agents, custom API actions, roles, the activity log, analytics and the spend cap.

    | Plan       | Price                                       | Included each month                   |
    | ---------- | ------------------------------------------- | ------------------------------------- |
    | Free       | \$0                                         | 500 replies or 50 voice minutes       |
    | Growth     | $49 a month, or $39 a month billed yearly   | 3,000 replies or 300 voice minutes    |
    | Scale      | $199 a month, or $159 a month billed yearly | 15,000 replies or 1,500 voice minutes |
    | Enterprise | Volume rates, annual contract               | Talk to sales                         |

    See [Plans and limits](/docs/reference/plans-and-limits).
  </Accordion>

  <Accordion title="What counts as usage?">
    $0.02 per answered chat message or email, and $0.20 per started voice minute. Replies and minutes draw on the same monthly allowance, so one voice minute uses as much as ten replies. Past the allowance, usage is billed at the same rates, up to your spend cap.
  </Accordion>

  <Accordion title="Does unused usage roll over?">
    No. The allowance resets on the first of each month, on monthly and yearly billing alike.
  </Accordion>

  <Accordion title="What happens when Free runs out?">
    The agent stops answering billable conversations until the month rolls over, unless you add a card. With a card on file, it keeps going at list rates, up to the spend cap you set.
  </Accordion>

  <Accordion title="Can we cap what we spend?">
    Yes. Every workspace has a hard monthly cap on what you pay beyond your plan. It is \$50 by default, and you can change it. When the cap is reached, the agent stops answering billable conversations until you raise it. See [Spend cap](/docs/account/spend-cap).
  </Accordion>

  <Accordion title="Does adding teammates cost more?">
    No. There are no seats on any plan. Ten people working the inbox cost the same as one.
  </Accordion>

  <Accordion title="Am I charged when the agent says it does not know?">
    Yes. That answer is a reply like any other, and it counts against your allowance. It is also a signal: an agent that says it a lot has a knowledge gap. See [The agent says it does not know](/docs/troubleshooting/agent-does-not-know).
  </Accordion>
</AccordionGroup>

## The chat widget

<AccordionGroup>
  <Accordion title="Is it safe that the widget key is public?">
    Yes. The key identifies the widget. It lets someone chat with that one agent and does not give access to anything else. Three things stop abuse: [allowed domains](/docs/widget/allowed-domains), rate limits on the chat endpoints, and your spend cap. See [Security model](/docs/developers/security-model).
  </Accordion>

  <Accordion title="Will it slow my site down?">
    `widget.js` is about 6 KB gzipped and loads asynchronously. It does not build the chat iframe until a visitor hovers over, focuses, touches or clicks the launcher. On a page where nobody opens the chat, that one small script is all it costs.
  </Accordion>

  <Accordion title="Does the conversation survive a page change?">
    Yes. Whether the panel is open is kept for the browser tab, so clicking through to another page does not close a conversation in progress. A visitor who comes back within 24 hours finds the same conversation. After that, they start fresh. They can also choose **View recent chats** in the panel's menu to reopen an earlier conversation, or **Start a new chat**.
  </Accordion>

  <Accordion title="Can my own &#x22;Contact support&#x22; button open the chat?">
    Yes, with no JavaScript. Add `data-wiredesk-open` to any element, or give it a value to type a question in for the visitor: `data-wiredesk-open="I need help with billing"`. From code, call `wiredesk("open")`. See [JavaScript API](/docs/widget/javascript-api).
  </Accordion>

  <Accordion title="The launcher appears but the panel is empty.">
    The browser is refusing to show the conversation frame. Either your site's Content-Security-Policy does not allow frames from `https://wiredesk.ai`, or the page's domain is not on the widget's allowed list. The console names which one. See [The chat bubble is not showing up](/docs/troubleshooting/widget-not-showing).
  </Accordion>

  <Accordion title="It works on staging but not on production.">
    The allowed-domains list almost certainly has one host and not the other. A bare domain covers its subdomains, but it does not cover a different domain.
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="Is there a REST API or webhooks?">
    Not today. WireDesk has no public REST API and no outbound webhooks. To send data to your systems during a conversation, use an [API call action](/docs/actions/api-calls): the agent calls an HTTPS endpoint of yours. To get history out afterwards, use the CSV [exports](/docs/workspace/exports) for conversations, contacts, leads and collected data.
  </Accordion>

  <Accordion title="Can leads go straight into our CRM?">
    Two ways. Export them as CSV, which needs nothing built. Or add an API call action that sends them to your own endpoint, if you want them to arrive live.
  </Accordion>

  <Accordion title="Can the agent look things up in our systems?">
    Yes. An API call action lets the agent call an HTTPS endpoint of yours, such as an order lookup or a stock check, and answer from the response. See [API calls](/docs/actions/api-calls).
  </Accordion>
</AccordionGroup>

## Phone and handover

<AccordionGroup>
  <Accordion title="Do I have to give up my existing number?">
    No. You keep it and forward it to the agent's number. Your published number stays with your current carrier.
  </Accordion>

  <Accordion title="Can two agents share one number?">
    No. Calls are routed by the number dialled, so each number belongs to one agent. If you want different answers on different lines, give each line its own number.
  </Accordion>

  <Accordion title="Can I hear it before I buy a number?">
    Yes. **Test by voice**, at the top of every agent page, starts a voice call in your browser. It does not need a phone number.
  </Accordion>

  <Accordion title="What if nobody picks up a chat that asked for a person?">
    The request times out, and the agent tells the customer that nobody was free rather than leaving them waiting. The conversation stays in your history as an unanswered request. See [Handover](/docs/concepts/handover).
  </Accordion>

  <Accordion title="Can the customer tell when a person has joined?">
    Yes. Your team replies as themselves, and a person's replies are marked as theirs in the chat.
  </Accordion>
</AccordionGroup>

## Knowledge and answers

<AccordionGroup>
  <Accordion title="Does it make things up when it cannot find an answer?">
    It is told to answer from what it finds in your knowledge and to say when it does not know. If you see a confident answer with no source, it almost always comes from a fact typed into the agent's instructions. See [Fix a wrong answer](/docs/knowledge/fix-a-wrong-answer).
  </Accordion>

  <Accordion title="What files can I upload?">
    PDF, Word, Excel, CSV, HTML or plain text, under **Knowledge → Upload a file**. See [Files](/docs/knowledge/files).
  </Accordion>

  <Accordion title="Why does it miss something that is on my site?">
    Usually one of three reasons: the source is still processing, the page could not be reached without a login, or the sentence is buried in a page that is mostly header and footer. A short note that states the fact plainly fixes all three.
  </Accordion>
</AccordionGroup>

## Team and security

<AccordionGroup>
  <Accordion title="Who can do what?">
    There are three roles:

    * **Owner:** everything, including billing and deleting the workspace.
    * **Admin:** agents, knowledge, numbers and the inbox. Not billing.
    * **Agent:** the inbox and conversations. Cannot change how the agent works.

    Only the owner can invite, remove or change the role of teammates. See [Team and roles](/docs/account/team-and-roles).
  </Accordion>

  <Accordion title="Is WireDesk SOC 2 certified?">
    Not yet. SOC 2 and formal DPAs are on the roadmap. In the meantime, we will complete your security questionnaire and walk your team through the architecture. Start at [wiredesk.ai/security](https://wiredesk.ai/security), and see [Security model](/docs/developers/security-model) for how the widget is secured.
  </Accordion>
</AccordionGroup>

## Related

* [Plans and limits](/docs/reference/plans-and-limits)
* [The chat bubble is not showing up](/docs/troubleshooting/widget-not-showing)
* [The agent says it does not know](/docs/troubleshooting/agent-does-not-know)
* [Developer overview](/docs/developers/overview)