Frequently Asked Questions
TelyChat AI is an omnichannel AI customer support platform that answers messages on WhatsApp, Instagram, TikTok, Telegram, email and web chat from your own knowledge base, captures leads, and hands over to a human when the AI cannot help. It starts free, is priced per plan rather than per agent, and can be self-hosted because the stack is built on open-source components.
Channels and Setup
Which channels does TelyChat AI support?
WhatsApp, Instagram, TikTok, Telegram, email and website live chat. WhatsApp is included on the free plan; the other channels start on Starter.
Do I need coding knowledge to use it?
No. You connect channels from the dashboard and teach the AI by adding knowledge base entries, uploading documents or scanning your website.
How does WhatsApp connection work?
Connect the number from the Channels area of your dashboard. The AI then answers incoming messages, and you can take over any conversation manually at any point.
Can I use it from outside Nigeria?
Yes. TelyChat works worldwide. We have dedicated regional plans and content for Africa, Southeast Asia and Latin America, but nothing restricts where you can operate.
How the AI Works
Where do the AI's answers come from?
From your knowledge base. It searches your material for relevant passages and answers from those. When nothing relevant is found it says it does not know and offers a human instead of inventing an answer.
Does the AI remember previous conversations?
Yes. Each customer has long-term memory in addition to the retrieved knowledge base context, so earlier conversations and conversations on other channels stay in context.
When does it hand over to a human?
When the customer asks for a person, when the AI cannot answer from the knowledge base, or when you take over manually. The conversation is assigned to an agent with the full history.
What happens if a human replies to a conversation?
The AI pauses for that conversation so it does not talk over your team, then resumes on its own.
What if the AI gives a wrong answer?
Correct the knowledge base entry it drew from. The AI answers from your material, so fixing the source fixes the behaviour from then on rather than just that one reply.
Which languages does it reply in?
English, Spanish (including Mexican, Colombian, Argentine, Chilean and Peruvian variants), Brazilian Portuguese, Bahasa Indonesia, Filipino, Vietnamese and Thai. It also handles customers mixing two languages in one message.
Plans and Billing
What counts as a conversation?
One customer thread, counted once however many messages pass through it. Twenty messages about the same order is one conversation.
Do you charge per agent seat?
No. Pricing is per plan. Free includes two agents, Starter five and Scale ten, and extra agents are an add-on rather than a tier jump.
Is there a free plan?
Yes, and it does not expire. It covers 10 conversations a month, one inbox, two agents, the AI chatbot, WhatsApp, the knowledge base and lead capture. No card required.
What happens if I go over my limit?
You are warned at 80 percent. A paid plan that runs over is downgraded rather than stopped, so replies keep flowing. On the free plan, going over suspends automated replies until the next cycle or until you upgrade.
How do I cancel or upgrade?
Both are self-serve on the Billing page. Upgrades apply immediately. Cancelling stops the renewal and your plan runs to the end of the period you already paid for.
Which payment methods do you accept?
Card and bank payments through Korapay. Enterprise customers can also pay by invoice. See pricing for the full plan detail.
Data and Self-Hosting
Can I self-host TelyChat AI?
Yes. The underlying components all run on your own server or VPS, so you can own the conversation data, the database and the AI layer and pay infrastructure costs instead of per-seat pricing.
How is my data protected?
Sessions use httpOnly cookies, tenant data is scoped by session rather than by a request parameter, inbound webhooks are authenticated and fail closed, and uploads are screened by file content. Full detail on the security page.
How do I delete my data?
Disconnect channels or request erasure from the data deletion page, which also covers the removal steps Meta, TikTok and Google require separately.
Still Have a Question?
Email us, or just start on the free plan and see how the AI handles your real conversations.