Question 1

What is Companin?

Accepted Answer

Companin is the multilingual customer success platform for SaaS companies. It onboards new users, answers product questions instantly, and guides users to the features they need — replying in 10 languages and switching to each user's automatically. You point it at your docs and help center, and it goes live with one line of code.

Question 2

How do I get started?

Accepted Answer

Sign up, point Companin at your site content, customize the look, and paste one line of code into your site. Setup takes about 5 minutes — see the quickstart guide at /docs/quickstart for a step-by-step walkthrough.

Question 3

Do I need to be a developer to use Companin?

Accepted Answer

Not at all. You set up and manage everything from the dashboard, and going live is a single line of code you paste into your site — no developer needed.

Question 4

How long does it take to set up?

Accepted Answer

Most site owners are live in under 5 minutes — point Companin at your content, customize the look, and paste in one line of code.

Question 5

Can I change or cancel my plan at any time?

Accepted Answer

Yes. Upgrade, downgrade, or cancel whenever you like from your dashboard — changes take effect right away and there are no long-term contracts or cancellation fees.

Question 6

Is the free plan really free?

Accepted Answer

Yes. The free plan is free forever and needs no credit card. It's built for getting started — upgrade only when you need higher limits or advanced features.

Question 7

What happens when I reach a plan limit?

Accepted Answer

Your widget keeps working. We'll let you know when you're close to a limit so you can upgrade in time — we never cut off live conversations without warning.

Question 8

Which payment methods do you accept?

Accepted Answer

All major credit and debit cards, processed securely through our payment provider. Your card details never touch our servers.

Question 9

Are taxes included in the price?

Accepted Answer

Prices are shown excluding tax. Any applicable VAT or sales tax is calculated at checkout based on your billing location.

Question 10

Do you offer discounts?

Accepted Answer

We offer tailored pricing for high-volume usage, nonprofits, and education. Get in touch and we'll find a plan that fits.

Question 11

What can Companin do?

Accepted Answer

Companin onboards new users, answers product and how-to questions instantly from your own docs, and guides users to the right feature — replying in 10 languages and switching to each user's automatically. When it can't help, it hands off to your team.

Question 12

How do I customize my assistant?

Accepted Answer

From your dashboard you set the assistant's name, tone, and language, and point it at your site content. You can update these anytime — no code required.

Question 13

Can I give my assistant a specific persona or tone?

Accepted Answer

Yes. You can define your assistant's name, communication style, and default behavior from the dashboard. Want it to sound formal and precise, or friendly and casual? That's up to you.

Question 14

What file types can I upload to the knowledge base?

Accepted Answer

You can upload files (PDF, CSV, TXT, JSON, or images), add URLs and sitemaps for the agent to index, and create Q&A pairs directly in the dashboard. The agent uses this content to answer user questions accurately.

Question 15

Can I add Q&A pairs directly?

Accepted Answer

Yes — the Knowledge Operations page lets you write question-and-answer pairs by hand. This is great for covering specific topics you know users will ask about.

Question 16

How do I embed the widget on my website?

Accepted Answer

Copy the embed snippet from your dashboard and add it to your site's HTML. The widget loads automatically and connects to your agent. Full instructions are in our widget integration docs at /docs/quickstart.

Question 17

How does API authentication work?

Accepted Answer

API requests use an X-API-Key and X-API-Secret header pair. You can generate and manage your API keys from the dashboard. Widget sessions use short-lived JWT tokens issued per session.

Question 18

What are the rate limits?

Accepted Answer

The default limit is 100 requests per hour per organization. If you need higher limits, reach out to us and we can adjust them for your plan.

Question 19

Can I track usage and analytics via the API?

Accepted Answer

Yes. The analytics API gives you access to request logs, usage aggregates, conversation metrics, and rate-limit events. See the API reference at /docs/api-reference for endpoint details.

Question 20

Question 21

Is my data encrypted?

Accepted Answer

Yes. All data is encrypted in transit over HTTPS and at rest in our PostgreSQL database. Passwords are hashed and never stored in plain text.

Question 22

Who can access my conversations?

Accepted Answer

Only your organization's members can access your conversation data through the dashboard. We do not sell your data to third parties or use it to train models outside your organization.

Question 23

Is Companin GDPR compliant?

Accepted Answer

Yes. We follow GDPR principles — you have the right to access, correct, and delete your data. For data deletion requests or compliance questions, contact us directly.

Question 24

Where is my data stored?

Accepted Answer

All customer data is stored and processed within the European Union. We do not replicate personal data outside the EU, except for AI inference requests which are covered by Standard Contractual Clauses with our AI providers. See our Security page for the full data residency statement.

Question 25

Can I delete my data?

Accepted Answer

Yes. You can delete individual conversations, knowledge base content, and agents from the dashboard. To delete your entire account and all associated data, contact our support team.

Question 26

The widget isn't showing up — what do I do?

Accepted Answer

First, check that your data-widget-key attribute is set correctly in the embed snippet — copy it from the Widget or Install page in the dashboard. Make sure the script tag is loading on the page (check your browser's network tab). If you're in dev mode, make sure dev is set to true. See our troubleshooting guide at /docs/troubleshooting for more.

Question 27

My agent isn't responding correctly. How do I fix it?

Accepted Answer

Check that your knowledge base is populated and up to date. If the agent is giving unexpected answers, review the persona settings and Q&A pairs. You can also test the agent directly in the dashboard before going live.

Question 28

I'm hitting rate limits. What should I do?

Accepted Answer

The default is 100 requests/hour per org. Check your usage in the analytics dashboard. If you're regularly hitting the limit, contact us to discuss higher limits for your plan.

Question 29

Why am I getting authentication errors?

Accepted Answer

Double-check your API key and secret — both are required in the request headers (X-API-Key and X-API-Secret). If you recently regenerated your keys, make sure you've updated them everywhere. Widget sessions use JWTs which expire — ensure your session flow is requesting fresh tokens.

Question 30

How do I contact support?

Accepted Answer

Use the feedback form on the platform — available on the home page. We aim to respond within one business day.

Question 31

How do I report a bug or request a feature?

Accepted Answer

Use the feedback form on the main page — you can tag your submission as a bug report or feature request. We read every submission.

Question 32

Where can I find the full documentation?

Accepted Answer

The full docs are at /docs. They cover everything from widget setup and configuration to the full API reference, advanced usage, and troubleshooting.

Frequently Asked Questions

Getting Started

Billing & Plans

Features

API & Integration

Security & Privacy

Troubleshooting

Support