FAQ

Everything merchants ask us.

Grouped by what you're trying to decide. If your question isn't here, email support@trabot.ai and we'll answer.

The platform

Which channels does Trabot support today, and what's coming?
WhatsApp Business Platform and web chat are live today. Instagram and Messenger are built into the platform and rolling out — they are not available today. The full, up-to-date list is rendered on the homepage and /features from a single config, so a channel status change updates the site everywhere at once.
Is it the same agent on every channel?
Yes. One agent, one memory, every channel. A customer who starts on web chat and finishes on WhatsApp keeps the same context — same brain, same answers, same brand voice.
What does the agent learn from my website?
Trabot indexes your catalogue (products, prices, stock) and your published pages, and keeps them fresh incrementally — editing one Shopify product re-indexes just that product.
What can I upload to the knowledge base?
URLs, sitemaps, PDFs, and pasted text — policies, shipping rules, sizing guides, terms, ops docs. Everything the agent needs to answer without inventing.
How fresh is my product data?
Live. Prices, stock, and variants are read from your Shopify catalogue at answer time; edits re-index within seconds via webhooks.
Can it take actions or only answer?
It acts. Beyond answering, the agent issues secure Shopify checkout links, looks up orders, opens returns, and escalates to a human — grounded actions executed by verified code, not by the language model.
Can the agent make up an answer?
No. Answers are grounded on the knowledge base and the live catalogue. If the knowledge base doesn't cover a question, the agent says so and hands off — it does not invent a policy, a price, or stock.

Getting started

Do I need my own WhatsApp number?
Yes, to use WhatsApp as a channel. Trabot runs on your existing WhatsApp Business number through the official WhatsApp Cloud API. You keep the number, keep the profile, and keep every past thread; Trabot just starts answering the ones you want it to. Web chat works without a WhatsApp number.
How does Trabot connect to Shopify?
One-click install from the Shopify app. Trabot reads your catalogue, orders, customers, and fulfilment through the GraphQL Admin API with read-only scopes — no store credentials, no write access you didn't approve.
How long does setup take?
Most merchants are live in an afternoon: install, connect your channels through Meta's embedded signup, add your policies, choose your escalation rules, and switch the agent on.
Which store platforms are supported?
Shopify today. Zid is next; Trabot is architected multi-tenant per store so adding a platform is an integration, not a rebuild.

WhatsApp & Meta

What does Meta charge, and does Trabot mark it up?
Meta charges per conversation at rates it publishes for each country and message category (utility, marketing, service, authentication). You pay Meta directly. Trabot takes no cut and adds no markup.
Do I need a verified WhatsApp Business Account?
Yes. A verified WhatsApp Business Account is required on every plan. Meta owns verification and template approvals; we guide you through both.
Do WhatsApp Forms need Meta business verification?
Yes. Native WhatsApp Forms compile your "collect" steps into a real in-chat Meta form and require Meta business verification per Meta's policy. Until that lands, the same collect step falls back to a plain conversational prompt.
Can Trabot send outside the 24-hour customer service window?
Yes, using approved WhatsApp UTILITY and MARKETING templates. Order confirmations, shipped notifications, and recovery messages all send as utility templates so they work outside the window.

The agent

Does the agent really understand Egyptian dialect?
Yes. Trabot detects the language and register a customer writes in — Egyptian, Gulf, MSA, English — and mirrors it. "عندكم الشنطة الجلد؟" and "Do you have the leather bag?" resolve to the same product.
Can it make up a price?
No. The agent only quotes prices, stock, and variants from your live Shopify catalogue. If a product isn't published or isn't in stock, it says so — it does not invent a number.
Does Trabot handle payment?
No. Trabot never takes payment. Conversational ordering issues a secure Shopify checkout link the customer completes themselves. Money moves through your existing Shopify payment provider.
When does it hand off to a human?
When it detects anger, when the same question loops without progress, when the customer explicitly asks for a person, or when a flow tells it to. Every handoff carries the full transcript into the shared team inbox.

Pricing & billing

What counts as a conversation?
One AI conversation = a single 24-hour session with one customer in which the agent generates replies, no matter how many messages are exchanged inside it.
What happens if I hit my conversation limit?
Overage is opt-in. If you turn on "never pause my agent", conversations continue past your cap at $0.08 each, hard-capped at 5× your plan's allowance. If overage is off, the agent pauses AI replies until the next cycle. Automatic overage invoicing is rolling out.
How am I billed?
Merchants who install on Shopify are billed through Shopify and the subscription syncs automatically. Merchants who sign up at app.trabot.ai are billed directly. Zid billing arrives with that integration.

Data & privacy

What data do you store?
The message transcripts customers exchange with the agent, the Shopify data needed to answer them (products, orders, customers, fulfilment), and operational logs. Details, retention windows, and legal basis are in the Privacy Policy.
How do I delete my data?
Follow the steps on /data-deletion, or email support@trabot.ai. Post-uninstall, workspace data is retained for 48 hours to support recovery and then permanently deleted.
Where is the infrastructure?
AWS in eu-central-1 (Frankfurt). Workspace-per-store isolation, HMAC-verified webhooks with 24-hour idempotency, CSRF protection, rate limiting, and SSRF guards on every outbound call.

About the company

Who operates Trabot.ai?
Trabot.ai is built and operated by Growth15 Ltd, a company registered in England and Wales, Company No. 13552418, incorporated on 6 August 2021.
How do I contact support?
Email support@trabot.ai for anything — sales, support, security, privacy. A dedicated contact form is on the way.