Docs · 🧭 FAQ & Troubleshooting
Frequently asked questions
What people ask before and while setting up: pricing, setup, channels, the AI, handover and security.
The questions we hear most before and during setup, each with a short answer and a link to the page that covers it in depth. If something isn't working, go to Common issues instead.
Pommy and pricing#
What exactly is Pommy?
A chat bubble (widget) you add to your website, plus the AI assistant behind it. The assistant answers visitors within seconds using only the information you give it in the dashboard, and hands the conversation to your team when needed. What is Pommy?
How much does it cost?
The Free plan is $0, forever, for up to 500 conversations a month. You don't need a credit card to start.
What if we need more than 500 conversations a month?
That's the Scale plan: unlimited conversations, with the plan tailored to your volume. Write to us at contact@pommy.ai and we'll set it up with you.
Can I choose which AI model the assistant uses?
No. The models behind your assistant come with your plan and are set by us, so there is no model, temperature or token setting to tune. If you need a different tier, that's a plan question. Assistant settings
Are there other plan limits I should know about?
Some things besides conversations are capped by plan. For example, how many external MCP servers a project can connect is a plan limit, and the Free plan includes none; going over a limit fails with a message that names it. External tools (MCP)
Getting set up#
What do I have to do to get started?
Five steps: create a project, fill the knowledge base, turn on the assistant, style the widget and paste the install code into your site. While something is missing, the setup checklist on your dashboard shows what's left. Quick setup
Do I need a developer to add it to my site?
No. The install code is one snippet, already filled in for your project: copy it from the Widget page and paste it just before the closing
</body> tag, or into your platform's custom-code area. Installing the widgetWe're on WordPress, Shopify or ikas. Is there a no-code way?
Can I try it before it goes on my real site?
Yes. The Live test button in the widget editor opens a demo storefront with your real widget embedded, so you can hold a conversation and even book a test appointment first. Installing the widget
Can I make the widget look like our brand?
Yes: brand color, logo and cover image, bubble style, icon and label, welcome message and position, all with a live preview. Saved changes go live on your site immediately, without touching the install code again. Appearance settings
Channels, stores and integrations#
Which channels can our customers reach us on?
Besides the website widget: WhatsApp, Telegram, Instagram and email. Every conversation lands in the same inbox and is answered by the same assistant with the same knowledge base. Connecting channels
How hard is it to connect WhatsApp or Telegram?
Telegram takes about a minute: create a bot with @BotFather and paste its token. WhatsApp runs on Meta's WhatsApp Cloud API, so you need a Meta Business portfolio and a Meta developer app, then paste three values and set up a webhook. WhatsApp setup · Telegram setup
Which online stores can I connect?
Shopify, ikas and WooCommerce. A connected store lets the assistant answer from your live catalog, with the same price and stock your store shows at that moment. Shopify · ikas · WooCommerce
Can the assistant see orders or change anything in my store?
No. It reads product names, descriptions, prices, stock, images and links at answer time, and nothing is copied or stored on our side. It never reads orders or customers and cannot change a price, edit stock or place an order. What the assistant reads
Can it answer from our own systems, like order status?
Yes, if your system has an API. Data Actions turns your endpoints (or an OpenAPI document) into tools the assistant calls mid-conversation, and a group can require a verified visitor for personal answers. Data Actions
The AI and your content#
Where does the assistant get its answers from?
From what you give it: the knowledge base (documents, FAQs, articles), the product showcase, your appointment setup and, if connected, your store. It doesn't answer from the internet. How the assistant works
Will it make things up when it doesn't know?
No. If something isn't in your content, it says so and points the customer to your team when appropriate. It also politely declines requests unrelated to your business. How the assistant works
How do I teach it about my business?
By adding documents, FAQs and help articles on the Knowledge Base page; there is no model to fine-tune. If the information is already on your website, the Scrape tab imports a page from its address. Adding content · Import from your website
How quickly does it pick up something I add or change?
New or changed content is indexed first, which can take a few minutes; the sync status indicator shows when it's done. Appointment data such as services, staff and hours applies instantly. Adding content
Which languages does it reply in?
It can detect the customer's language and reply in it, or you can pin one language for every reply on the AI Agent page. The widget's interface follows the visitor's browser language. Assistant settings
Handover, appointments and journeys#
Can a person on my team step into a conversation?
Yes. With handover on, the assistant transfers the conversation when it can't resolve something or the customer asks for a person, and you can press Take Over in the Agent console at any moment. Handover works the same on every channel. Agent console
Who on the team gets the conversations it hands over?
Only agents whose status is online. Remember to go offline at the end of a shift; accounts left online are switched to offline automatically after a while. Agent console
Can it book appointments for us?
Yes, against your real Google Calendar: it suggests available times, books, and handles cancelling and rescheduling in chat. It needs three things in place: the calendar connection, appointment settings (hours and time zone) and your services with staff. Appointment setup
How do we cut down on no-shows and junk bookings?
Turn on the email reminder so customers get an email before their appointment. Email confirmation goes further: the time is held for 15 minutes until the customer clicks a one-time link, and released if they don't. Appointment settings
What are Journeys, and how do we get them?
A journey is one task, such as returning an order, written as steps the assistant carries out on your own site, and it only runs steps someone wrote down and approved. Journeys are switched on per project by us once you have domain verification on, at least one verified domain and your written agreement; you can turn them off yourself at any time. What a journey is · Switching journeys on
Developers, security and help#
Can I connect Claude Code, Cursor or another coding agent?
Yes. Pommy is an MCP server, so Claude Code, Codex, Cursor, VS Code or any client that speaks streamable HTTP and OAuth can connect and, for example, check what a project is missing, fetch the install code or add a knowledge-base document. Connecting a coding agent
What can't a connected coding agent do?
It acts as you, with your permissions only, and only on the projects you picked on the consent screen. There is no tool for deleting a project, billing, team management or publishing a journey, and you can revoke the connection at any time. Connecting a coding agent
During a journey, can the assistant see passwords or card numbers?
No. On a hold step that part of the page is cut out of what the assistant is shown, and it cannot act until the visitor presses Continue. What a journey is
Can I invite my team and limit what each person can do?
Yes. Invite people by email from the Team page with a role (Admin, Manager, Support Agent or Viewer) or build a custom role. The Audit Logs page records every change made in the dashboard. Team members and roles
Where do I get help if I'm stuck?
Press ⌘K (Ctrl K) in the dashboard and ask Pommy: it answers from these docs and lists its sources. If that doesn't solve it, check the common issues or write to us through the widget on our site. Ask Pommy · Common issues