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Short answers to the questions store owners ask most. Each answer links to the page with the full detail. For the words used here, see the Glossary.

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Getting started

WooCommerce and FluentCart stores. A WooCommerce store owner can connect the store from the portal; a FluentCart store is connected by our team. See Connections.
No. Our team sets up and manages your agents. You change their voice, greeting and instructions from the portal, in plain language. See Managing your agents.
Follow the checklist on Your first agent: look at the Dashboard, read and try your agent, check your website assistant and phone number, confirm calling consent and invite your team.
The website assistant runs inside its own frame on your page, separate from your store’s code.
On a WordPress store with the RuleInside plugin, you do not paste the widget snippet into your site: you paste only your widget’s embed id into the plugin’s Widget ID field (WordPress admin, menu RuleInside). Anyone on your team can download the plugin from Settings, Plugin. A licence key, pasted into the plugin’s License Key field, gives your store automatic plugin updates. See Website assistant and WordPress plugin.

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Your agent

Two things decide it. Only an owner can change an agent; a member can read everything but change nothing. Then the agent’s edit level (View only, Name, voice & greeting, Instructions or Full control) decides which settings an owner can change. Your main agent keeps the level our team set; agents you create start at Full control. See Who can do what and Edit levels.
Yes, if you are an owner and the agent is at Name, voice & greeting or above. Edit the First message card and click Save changes. Keep a mention that the caller is talking to an AI assistant and that the call may be recorded. See First message.
The language you set for it in the agent’s settings. Each agent has one Default language, chosen in the Language panel of the agent editor (this needs the Instructions level). If you serve shoppers in another language too, you can create a second agent set to that language. See Language and Creating an agent.
Yes, for a customer who is logged in to your store, and only their own orders. A customer who is not logged in gets an order’s details only by giving its order number together with the billing email and postcode on that order.
No. It records the refund request, and you decide it under Refund requests. Approving only records your decision: you refund the order in your store and tell the shopper yourself. See Refund requests.
Yes. Owners click Preview in the agent editor to talk to it by voice or text. Preview treats you as a guest, so it gives order details only for an order number with its billing email and postcode. For outbound calls, a campaign can call your own Test numbers first; that is a real, billable call. See Testing an agent with Preview and The campaign page.

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Calls and messages

Yes. Recordings and transcripts are kept in your portal for your team. If a caller says they do not want to be recorded, that call’s recording and transcript are deleted. Your privacy notice should tell customers that calls may be recorded. See Calls.
Every member of your team can open a call under Calls and play its recording. There is no recording when the caller objected to being recorded or no audio was kept. See Calls.
On phone calls, when our team has switched Transfer to a person on for your account. You can then add up to 5 of your numbers, and say when the agent should hand over. It does not work on website or WhatsApp conversations. See Transfer to a person.
No. WhatsApp only lets a business start a conversation with a template Meta has approved. You create templates in Meta’s WhatsApp Manager, register them under WhatsApp templates, and send them one at a time from WhatsApp send or with a campaign. See WhatsApp.
Yes, with campaigns, within the rules that protect your customers: consent, do-not-call, calling hours and weekly limits. See Campaigns and How calling rules protect your customers.
No. Every call and message is checked just before it goes out. Someone who opted out on a channel is never contacted on it again, and if a check cannot be completed, the person is not contacted. See How calling rules protect your customers.
A plain import adds people with no consent. Record a lawful basis with Import with consent, or with Consent on each contact. Then check that an owner has confirmed Settings, Calling consent: until then, nothing is sent. Finally, check your calling hours. See Contacts and Calling consent and calling hours.
On Contacts, click Opt out on that person. Any member can do it. It stops both calls and WhatsApp and cancels anything already scheduled for them. You cannot undo it: only the customer can opt back in, and only on WhatsApp, by replying START. A customer can also stop WhatsApp messages and calls themselves by replying STOP on WhatsApp. See Opting a contact out.
No. Only owners can create, test, launch, pause, resume or cancel a campaign. Members can open campaigns, read the results and download them. See Campaigns.
Open the campaign. Pause (phone campaigns) stops new calls and keeps everyone’s place, and Resume carries on later. Cancel ends the campaign for good. Calls already under way cannot be recalled. Pausing and cancelling work even when your account is not active. See The campaign page and its results.

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Account and billing

On Lite, Starter, Growth and Scale, your assistant keeps working and the extra minutes are billed as extra usage. On a pay-as-you-go bundle, you are told at 80% and 100%, and the same bundle is bought again with your saved card, at most twice in a billing period. After that, outbound calls and messages can be stopped for the rest of the period, while inbound calls keep working. The Minutes card on the Billing page shows how many minutes you have left. See Plans, limits and what happens at the limit.
An owner clicks Cancel plan on the Billing page. You keep full access until the end of the term you paid for, and you can undo it until then with Don’t cancel. Unused minutes are not refunded. See Cancelling your plan.
Every account is isolated. Your team sees only your own calls, contacts and customer data, never another business’s.
Email us at info@ruleinside.com. If it is about a call, include the agent’s Agent ID and the date and time of the call.