FAQ

The product

What is CoPhrase? An AI agent platform. You build an agent, train it on your business, and connect it to the messaging channels your customers already use. It handles inbound sales and support conversations — answering questions, qualifying leads, booking calls, resolving support requests — and pulls in a human when it should.

Is it a sales bot or a support bot? One agent, both jobs. A support question gets a grounded answer or an escalation. A sales conversation gets qualified against the questions you configured and driven toward the action you chose. It is intent-aware, not two separate products bolted together. See persona and actions.

Which channels does it work on? Instagram DMs, WhatsApp, Facebook Messenger, iMessage, Telegram, Discord, email, and a web chat widget for your own site. All plans get all channels. See channels.

Can I run more than one agent? Yes. An organization can have several agent configurations, and each channel connection is attached to one of them — for example a support agent on your help widget and a sales agent on Instagram.

Getting started

How fast can I go live? The setup itself is short: connect a channel, point the agent at your website so it has something to answer from, set the persona, test it. See quickstart.

The thing that actually takes time is platform approval on some channels, and that is calendar time, not your time. A web chat widget or a Discord bot goes live immediately. Channels that Meta reviews (Instagram, Messenger, WhatsApp Business API) and numbers that need carrier registration take weeks of waiting on a third party. If you want to be live today, start with web chat or Discord — and file the platform applications in parallel.

What does the agent need before it's useful? Knowledge. An agent with no knowledge source can hold a conversation but cannot answer anything specific about your business. Point it at your website, upload your docs, and write FAQs for the questions you actually get. See knowledge.

How the agent behaves

What happens when the agent doesn't know the answer? It does not guess. When the knowledge base has nothing confident to say, the agent gives a templated can't-answer response or escalates to a human, rather than free-generating a plausible-sounding fact. Where it lands is configurable — see handoff.

Will it make up a price or a policy? It is not supposed to, and the guardrails are built for exactly this. Answers about prices, policies, and hours have to come from your structured business profile or a cited piece of your knowledge base. If it isn't in there, the agent won't invent it — it will escalate. The most common cause of a wrong price is that the right price was never added, or that the knowledge is stale. See troubleshooting.

Can a human take over? Yes — that's the inbox. Any conversation can be taken over by a person, and the agent goes quiet on that thread until it's handed back. You can also run in approval mode, where the agent drafts every reply and a human approves before it sends. See handoff.

What language does it reply in? The agent mirrors the language the customer wrote in.

Can it handle images and audio messages? Yes. Inbound images, PDFs, and audio messages are understood before the agent takes its turn — customers on WhatsApp and Instagram lead with photos and recorded messages, and an agent that can't handle them fails on day one. Understanding inbound media is included in the conversation price, not billed separately.

Credits and billing

What does a reply cost? 1 credit — 10 cents — on Pro, or 0.25 on Core. You are billed per agent reply, not per customer message: five rapid-fire messages answered together count as one reply. On BYOK the AI is free, because you pay your provider directly. See billing.

What else costs credits? Tool actions (0.25, and only when they succeed), web search (0.5), knowledge training (a small per-page charge), and a monthly charge per connected WhatsApp number. Messages your agent doesn't answer, replies your team sends by hand, and anything you try in the playground are free.

What happens if I run out of credits mid-month? Your agent does not go dark on a live customer the instant you hit zero. You get a loud low-balance and then empty-balance alert, and a grace window rather than a hard stop. Top up from your dashboard at $0.10 per credit — purchased credits never expire, so a buffer costs you nothing.

Do my credits roll over? Plan credits refresh at the start of each billing cycle; they do not accumulate. Credits you purchase never expire.

Can I use my own AI provider key? Yes, on Business and Agency. With BYOK the AI inference is billed by your provider directly to you, and costs no CoPhrase credits. If your key dies, the agent on that key pauses and alerts you rather than quietly switching to platform inference and spending your credits.

Agencies

Can an agency resell CoPhrase? Yes — that is the Agency plan. Your brand, your domain, a separate workspace per client, and you charge your clients whatever you like and keep the margin. CoPhrase doesn't set a floor or talk to your clients. See agencies.

Can one client see another client's data? No. Each client is a separate tenant with its own channels, knowledge, contacts, and conversations, and isolation is enforced in the database, not just in the interface. Even the agency itself does not get automatic read access to a client's rows — someone from your team has to be explicitly placed into that workspace, and the client can see that they're there. See security.

Data and integrations

Do you train models on my conversations? No. Conversation content is sent to model providers to generate a reply and is not used to train CoPhrase's own models.

Is there an API? There will be a versioned public API with organization-owned keys, plus signed outgoing webhooks. The reference isn't published yet — see API and webhooks for the shape it will take.

How do I delete my data? Delete an individual contact from the dashboard, or request full account deletion by email. See Data Deletion.