Question 1

How do I connect my WhatsApp Business account?

Accepted Answer

From Settings → Channels → WhatsApp, sign in with your Meta Business account and pick (or register) a phone number. Xelp handles webhooks and registration automatically — most teams are live in under an hour.

Question 2

How do I add teammates to the inbox?

Accepted Answer

Settings → Team → Invite. Each plan includes a number of seats (5 on Starter, 10 on Growth/Advanced); additional users are billed per user per month.

Question 3

How do I create and submit a WhatsApp template?

Accepted Answer

Templates → New template. Write your message with named placeholders, run the built-in compliance check, and submit — Xelp syncs Meta's review status automatically.

Question 4

How do I connect my own AI provider (BYO-AI)?

Accepted Answer

Settings → AI → Providers → Add provider. Paste your API key (or a self-hosted endpoint URL), then select the model per bot. Available on Growth and above.

Question 5

What happens when the AI can't answer?

Accepted Answer

The agent hands the conversation to your team with the full transcript and a summary. You control handover rules per bot.

Question 6

How do opt-outs work?

Accepted Answer

When a contact replies STOP (or your configured keywords), Xelp marks them opted out and suppresses them from all future campaigns automatically.

Question 7

Can I export my data?

Accepted Answer

Yes — conversations, contacts and campaign data can be exported from Settings → Data Export on every plan.

Question 8

How do I get an On-Premise deployment?

Accepted Answer

Book a call with sales. Our deployment engineers run a scoping session and provide the installation package, sizing guidance and a deployment runbook for your environment.

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