Short answers to the questions we hear most. Each one links to a page with the full details. Can’t find what you need? Email [email protected].
Getting started#
Do I need a developer?
No. You set everything up in the dashboard without writing code. The only technical step is pasting one line of code into your website, just before the closing body tag. On WordPress, Shopify, Wix or Squarespace that usually means pasting it into a settings box. See Add the chatbot to your website and the Quickstart.
How long does it take to set up?
You can have a chatbot answering on your website in about ten minutes: create the chatbot, scan your website, paste the embed code and test. The Get started checklist on your Dashboard guides you through the four steps and ticks each one off automatically. Follow the Quickstart.
Is there a free trial?
Yes. Every organisation gets one 30-day free trial with the full allowances of the plan you choose. A card is required, but nothing is charged until the trial ends, and you can switch plans during the trial. Cancel before the end date and you’re never charged. See Sign up and free trial.
Training your bot#
Does it make things up?
It’s designed not to. The bot answers only from the knowledge you give it and is instructed never to guess or use general knowledge. If the answer isn’t in your content, it says it doesn’t know and suggests contacting your business. Every chat also shows a short note that AI responses can make mistakes. See How the bot answers.
What file types can I upload?
You can upload PDF, Word (.docx), plain text (.txt) and Markdown (.md) files, up to 20 MB each. PDFs need selectable text; scanned, image-only PDFs can’t be read. You can also paste text directly, such as your refund policy, or add your website. See Files and text.
What happens when my website changes?
Website sources refresh automatically, monthly by default, or daily or weekly if you prefer. A refresh finds new pages and re-reads only pages whose content has changed. You can also click Refresh now at any time. See Keeping knowledge up to date.
Can I change how the bot answers?
The bot’s behaviour is shaped by your knowledge, its name, greeting and your website. To change how it answers, change what it knows: add a page, file or text that covers the topic clearly. If you need a special tone or rules, contact support. See Knowledge base.
Website and widget#
Can I use it on more than one website?
Each chatbot runs on one website, its allowed domain, and subdomains are covered automatically. For a second website, create a second chatbot. Starter includes 1 website, Growth 2 and Business 3. Business customers can buy extra websites as an add-on, and Enterprise is fully custom. See Your website (allowed domain) and Plans and limits.
Can I remove the “Powered by Liyobot” badge?
The badge appears in the chat footer on Starter, Growth and Business. Removing it is available on Enterprise plans only, along with custom limits, invoice billing and a dedicated account manager. To discuss Enterprise, click Talk to us on the Billing page or email support. See Plans and limits.
Can I match the widget to my brand?
Yes. In Appearance you can set the accent colour, choose bottom-right or bottom-left, pick a round or square launcher, add launcher bubble text, adjust the width and height, and upload your logo. The live preview updates instantly as you change things. See Appearance.
Why isn’t the chatbot showing on my site?
The most common causes are an embed code that isn’t on the page yet, a website address that doesn’t match the chatbot’s allowed domain, the widget being turned off in Basics, or no active trial or plan. Work through the checks in Test and troubleshoot.
Leads and results#
How are leads captured?
A visitor becomes a lead when they give an email address, either in your pre-chat fields or by typing it during the chat. Liyobot also picks up phone numbers typed in chat. You can get an email for each new lead, and every one appears in Notifications. See Leads and conversations.
Can I export my leads?
Yes. On a chatbot’s Leads page, click Export Excel to download your leads as an .xlsx file, including any pre-chat answers. Analytics can be exported to Excel too, and reports download as Excel or PDF. Exporting leads needs the Admin role. See Reports.
Billing#
What happens if I go over my messages?
Your chatbots keep answering. Messages are a soft limit, shared across all your chatbots, and reset on the 1st of each month (UTC). Admins get one email when you reach 80% of your allowance. If you regularly go over, consider a bigger plan. See Plans and limits.
Can I pay without a card?
Yes. In Fiji we accept M-PAiSA, MyCash, cash and bank transfer. Email [email protected] with the subject “Offline payment — activate my plan” and we’ll activate your plan once payment is received. Enterprise plans can also be billed by invoice or bank transfer. See Billing and payments.
Can I cancel anytime?
Yes. Cancel during your trial and you’re never charged. On a paid plan, your bots keep answering until the end of the period you’ve paid for, then stop. Your settings, conversations and leads stay in the dashboard, so you can resubscribe later. Refunds follow our Refund Policy. See Cancel your subscription.
Can I change plans later?
Yes, from the Billing page at any time. Plan changes are prorated immediately, and during a trial nothing is charged until the trial ends. You can also switch between monthly and annual billing; annual gives you 2 months free. You can’t move to a smaller plan while your usage is above its limits. See Billing and payments.
Privacy and security#
Is visitor data stored?
Conversations are saved so you can read them in your dashboard. In the visitor’s own browser, the widget remembers their conversation for 7 days, an anonymous visitor ID, their expanded-view preference and accessibility settings. Visitor IP addresses aren’t stored with conversations. For full details, read our Privacy Policy.
Is my data kept separate from other customers?
Yes. Each customer’s data is kept separate, and access within your organisation is controlled by roles, so Viewers can read but not change or export. Forms also block sensitive details such as passwords and card numbers. For how we handle data, see our Privacy Policy, and for roles, see Team and roles.
Can someone copy my embed code onto their site?
It won’t work for them. Each chatbot is locked to its allowed domain, and on any other website the widget refuses to load with “This chatbot isn’t allowed on this website.” Subdomains of your own domain are allowed automatically. See Your website (allowed domain).