Live Chat & AI Chatbot – onWebChat

FAQ

Is onWebChat free?

Yes! No credit card is required. Our Free Plan includes almost all core features and is a great fit for most small businesses. New accounts also receive a 1-month free trial of the Pro AI Plan and 50 AI bot credits to test the full AI chatbot experience.

Can the chatbot answer “where is my order?”

Yes. With WooCommerce connected, the AI chatbot answers order status questions in real time using live order data: current status, shipping method and the order timeline. Signed-in customers do not even need to type an order number, the plugin securely confirms their identity and the chatbot lists their recent orders automatically. This cuts down on repetitive “where is my package?” support tickets.

How does the WooCommerce product sync work?

Enable automatic product sync in the onWebChat settings, and your AI chatbot learns your product catalog: names, descriptions, prices, stock, brands, attributes and links. Products sync automatically when added, updated, or deleted, and you can run a bulk sync for existing products at any time. Stores with large catalogs can choose which categories to sync, up to 15,000 products.

Do I need WooCommerce to use onWebChat?

No. onWebChat is a complete live chat and AI chatbot for any WordPress site. The product sync and order lookup features are a bonus for WooCommerce stores; everything else (live chat, AI chatbot with your own training data, visitor monitoring, triggers, mobile apps) works everywhere.

Is my store data safe?

Yes. All communication between your site and onWebChat is secured with HMAC-SHA256 authentication and a unique secret key, on top of SSL encryption. Product sync transmits only catalog data (name, description, URL, price, stock status, brand, attributes). Order details are never stored on our servers: they are fetched live, only when a customer asks, and only after the customer’s identity or order number has been verified.

How does the AI chatbot work?

You provide training data in the form of questions and answers, and WooCommerce stores can add their product catalog automatically via sync. The AI chatbot uses this knowledge to answer visitor questions instantly, in any language, even with spelling mistakes. You receive 50 free bot credits on signup to get started.

What does the Pro AI Plan include?

Everything in the Free Plan, plus: AI chatbot, AI tools, unlimited chat history, operating hours and white-label (remove the onWebChat branding).

How is the AI chatbot priced?

After your free 50 credits, AI chatbot access requires the Pro AI Plan. Bot credits start at $6 for 200 chat sessions, with volume discounts available.

Does the AI understand multiple languages?

Yes. The AI chatbot can understand and respond in your visitor’s language, regardless of the language your training data is written in. It also handles typos and informal phrasing naturally.

Can I show or hide the chat widget on specific pages?

Yes. You can control exactly which pages show the live chat widget from within the onWebChat plugin settings. You can also show the widget only to signed-in users.

Can I hide the chat widget when I’m offline?

Yes: simply deselect “Use Offline Form” in your dashboard to hide the widget when no agents are available.

Is there a white-label option?

Yes. The Pro AI Plan lets you remove the onWebChat logo from the chat widget.

Can I monitor visitor activity in real time?

Yes. The real-time monitoring dashboard shows who is on your site, their location, what pages they’ve visited, and more, so you can proactively start conversations at the right moment.

Can chats be transferred between agents?

Yes. Active conversations can be transferred to any available agent at any time.

Can I invite visitors to chat?

Yes. Use automated chat Triggers based on visitor behavior, or manually invite any visitor from the monitoring dashboard.

How secure is onWebChat?

All chat data is encrypted with SSL. Store integrations use HMAC-SHA256 authentication. onWebChat is fully GDPR compliant.

Which languages are supported in the dashboard?

The dashboard supports English, Swedish, German, French, Italian, Spanish, Portuguese, Slovenian, Greek, and Turkish. The chat widget text can be fully customized in any language.

I can’t connect with my email and password, what should I do?

If your connection is blocked (for example, by a firewall or server restriction), use your Chat ID instead. You can find it in the onWebChat Dashboard or in your registration email.