FAQs: Your AI chat
Contents
Beginning a chat
Q. What information are people required to provide when they chat with my AI?
A. When someone first begins a chat with your AI, they'll be asked for their first name and email address, and to agree to the AI usage terms and conditions.
After this, the platform will remember them unless they clear their browser data or use a different device. If you also wish to collect last names, company names and phone numbers, you can select these on your AI settings page under 'Data collection'.
Q. Why do clients need to give their name and email?
A. This baseline information is required so the system can distinguish between clients and chats. This enables you to get more from your AI. For example, you get data on your AI usage, see who's chatting with your AI, can review individual chat transcripts, and have the option to add users to your mailing list so you can send follow-up communication. In our experience, people don't usually mind providing these details, they can always use a pseudonym if preferred.
Q. Is there a way to stop people from giving fake email addresses?
A. There is not. Requiring verification would likely act as a barrier to more people chatting with your AI, as it would be an extra step to complete. On balance, we find it's better to allow people to type in any email.
Q. What information do clients need to give if I've set up chargeable access?
A. If you've set up charging for access in Coachvox, they'll be required to provide their payment information, plus have the option to input a coupon code. Payment details are stored by the secure payment platform Stripe.
Q. Why is the AI chat not asking me for my details?
A. That's because it recognises it's you! 🙂 When you're logged into your Coachvox account, the system knows who you are. Try signing out of Coachvox, then chatting to your AI on a different device or in an incognito browser window, and you'll see the sign-up form that clients experience.
Q. How do I test out what clients see without the AI knowing it's me?
A. Log out of your Coachvox account and then open in an incognito browser window your AI chat - this could be via the direct URL for testing purposes, your AI share page URL once you've created this, or on the web page where you've embedded your AI chat. Register using a different email address from the one you use for Coachvox. This lets you experience your AI as your clients will.
Q. Why do I occasionally see a purple avatar image when my chat first loads on my site?
A. This image is our default avatar image. If there's a very slow internet connection or very high database usage at the time, it might take a couple of seconds to retrieve your custom profile picture, so we display the default until your image loads, but this is rare.
During a chat
Q. How many characters can a user type in each message to my AI?
A. Users can send up to 10,000 characters in an individual message in the chat.
Q. What does the refresh button do in the chat window?
A. It ends the current conversation and begins a new chat. Your starter prompts will also reappear.
Q. Can a client continue their previous conversation?
A. Yes. We keep current chats 'in progress' for up to 24 hours. This enables your clients to step away and return to continue their conversation where they left off over the day. After this point, if you've enabled clients to view their chat archive, they can reopen a past chat.
Q. Can clients upload files to my AI during a chat?
A. Yes, they can upload .docx .pdf and .txt files in the chat by clicking the paperclip icon. Files can be up to 20,000 characters in size.
Q. Can my AI follow and read links a client shares in the chat?
A. Not at present. We use OpenAI's API, but the API access doesn't currently allow links to be followed like ChatGPT.
Q. What languages does the speech-to-text feature understand?
A. The voice input feature currently understands spoken English, German, French and Spanish. If your clients will predominantly communicate with your AI in other languages, we recommend turning the voice input tool off.
Q. Does the speech-to-text recorder have a time limit?
A. Yes, there's a cut-off of two minutes where we stop recording. There's also an automatic cut-off (this is set by Google, not us) if the user stops speaking for a few seconds, and it automatically assumes the user has finished talking.
Q. Can I stop people from asking my AI certain things?
A. Unfortunately, you can't prevent people from asking your AI unexpected questions (we've experienced this with Jodie AI too!). However, we've rigorously tested our technology to ensure appropriate responses. You can add a disclaimer to set expectations about what your AI can and can't help with, and train your AI on how to politely decline answering certain topics.
Q. Can I limit the chat time or the number of questions someone can ask my AI?
A. We don't have a limit on the conversation length or number of messages. We find that the more value people get from chatting with your AI, the more reciprocity bias builds up, the more they want to buy your other services and work with the real you! What you can do is train your AI to suggest a meeting or another service at more points.
After a chat
Q. Where can I see who has chatted with my AI and when?
A. Your client screen shows you who has interacted with your AI and when. Here you'll see a table listing every chat with your AI, including client names and emails, first chat and latest chat dates, and additional information like company name if you've chosen to collect this. From here, you can also view chat summaries and transcripts, flag chats and email clients.
Q. Will transcripts of all client chats be saved?
A. Yes, the transcripts and summaries will appear in your client dashboard. Note, summaries won't appear immediately - there's a small time delay. The AI first needs to conclude that the conversation has ended, which happens after 24 hours of inactivity or when a new chat is started.
Q. Why are my own chat transcripts not showing in the client dashboard?
A. That's because the system recognises it's you! 🙂 Your AI doesn't record chats with its creator. To experience your AI as a client would, open your AI chat in an incognito browser window and use a different email address from the one you use for Coachvox.
Q. Can my clients see their chat transcripts?
A. Yes, if you choose to enable this feature. On your AI settings page, toggle on the 'Enable users to see previous chats' setting under access. Once this is on, if users click the archive icon or start a new chat, they'll be asked if they want to set up a password-protected account to access their chat history. If they choose to do this, the archive icon within the AI chat window will take them to their chat history.
Q. Can a client resume their most recent chat?
A. They can return to their current chat for up to 24 hours, until the system concludes it ended or they click the chat refresh button. This enables your clients to step away and continue their conversation over the day. After this, if you've enabled users to access their chat archive, they'll be able to view and resume any past chats at any time.
Q. Can clients restart a previous chat?
A. Yes, if you've enabled users to see their previous chats - this is an option in your AI settings - they can resume a past conversation.
Q. When is someone asked if they want to set a password to access their chat history?
A. If you've enabled this feature, a window will appear the first time someone clicks the 'new chat' icon or if they click the archive icon. It's optional whether they complete it.
Q. Is it good practice to let my clients know that I'll be able to view the conversations they have with my AI?
A. Yes, it's good practice to be transparent about this. In particular, you could tell your alpha testers and initial users that you'll be learning from the conversations and using this to further train your AI to better meet their needs. This builds trust and sets clear expectations.
Q. How can I see what questions people are asking my AI?
A. Visit your client screen to view all conversations with your AI. Then click on the chat icon to the right of each row to view the conversation summaries and full transcripts. You can also check your dashboard to see common themes from your chats.
Q. In a chat transcript, I saw my AI say to a client it was having trouble replying and to try the message again. Why did this happen?
A. This kind of message we see very occasionally when there's an exceptionally high volume of calls to the underlying large language model API. It's rare, but it can occasionally occur during peak usage times. Your AI should continue responding as usual when the user sends their next message.
Q. How do I email clients of my AI?
A. You can email clients from your client screen by clicking on the email icon next to any log. Alternatively, you can connect your Coachvox account via Zapier to your own CRM or email application.
Q. When I click on the email icon next to a client's chat, nothing happens. How do I compose an email to them?
A. It's likely that your device isn’t currently set up to open email links (also called mailto links) in your preferred email app or webmail service. How you enable this depends on your operating system and web browser. Here are some instructions for common setups:
Google Chrome:
- Go to Settings > Privacy and security > Site settings > Additional permissions > Handlers
- Make sure "Sites can ask to handle protocols" is turned on
Safari on Mac:
- Open the Mail app
- Go to Mail > Settings (or Preferences) > General
- Set "Default email reader" to your preferred email app (e.g., Mail, Outlook)
- If you prefer using a web-based email service like Gmail, you’ll need a Safari extension to support mailto links.
Windows:
- Go to Settings > Apps > Default apps
- Click Choose default apps by protocol
- Find MAILTO in the list and choose your preferred email app
Once these settings are updated, clicking an email link in Coachvox should open a new message in your chosen email app or service.
Q. Can I tag my clients in my client screen?
A. We don’t have a tagging system built into Coachvox, but you could add tags in your own CRM if you add new users of your AI to this.
Q. Can I automatically add details of my AI clients and conversations to my CRM or email system?
A. Yes. You can connect your Coachvox account with other systems via Zapier. Check out our integration guide explaining how to set this up.
We're here to support your AI journey. If you can't find what you need in these FAQs, check out our other support resources.