Frequently asked questions

No. You can use it for enquiries, appointments, lead capture and customer support across different businesses. Store integrations add product, checkout and order features for ecommerce.

Yes. It can collect lead details, book appointments and create tickets. The platform also lets you run campaigns and build workflows for follow-up and other tasks.

You add your website, FAQs and documents, then connect the tools it needs. The agent uses your information and instructions when it replies.

Yes. Your team can take over with the conversation history available. You can also set rules for when the agent should ask for human help.

Your agent uses your business information to help customers on your website, WhatsApp, Instagram, Messenger and phone calls. Each channel offers different ways to connect: WhatsApp for messages and follow-ups, Instagram for DMs and comment replies, and the calling agent for voice conversations. Available actions depend on the channel and the tools you connect.

You can set up your agent and build workflows without coding. The setup depends on the jobs, channels and tools you want to connect.

Our pricing page explains the plans, features and usage limits. View pricing

English, Hindi and Telugu. You can also lock an agent to one language.

Callers can leave a voicemail, which becomes a callback ticket for your team.

Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. The booking skill works on every channel your agent uses.

No. You decide when the lead skill is used, in plain English, with examples of when it should not be.

Yes. Add the booking skill and the agent can book a call after it captures the lead.

No. Recommendations come from the products in your connected store, and the agent checks stock before suggesting one.

Not inside the chat. The agent shares a checkout link, and customers pay on your own checkout page.

Only the discounts you set up. It will not create an offer of its own.

The agent can save their details to your Steps AI CRM or to HubSpot, so your team can follow up later.

It says so and passes the conversation to your team, rather than guessing.

Connect Zendesk to send tickets there, or keep them in the Steps AI CRM.

Your teammate can read the full conversation before replying, including the customer’s messages and the agent’s answers.

You set how long the customer waits and the fallback message shown if nobody joins in time.

The conversation appears as a live request. You can also configure email alerts for the recipients you choose.

Once a person takes over, the conversation is with your team until the handoff is resolved.

No. Average response time is for the AI agent’s replies.

Yes. Each agent has its own performance view, and the account view can show all or one agent.

From tags the agent applies to conversations, using rules you can edit in plain English.

No. Steps AI includes a CRM for customers, tickets and live requests. Connect HubSpot if your team already uses it.

Yes. Add fields such as text, number, email, phone or dropdown, and mark them as required.

Yes. Each agent has its own CRM view, and the account CRM shows all agents together.

No. You describe when to use a skill in plain English and choose options from menus.

Yes. A skill can follow up with a webhook, an HTTP request or an action in a connected app.

It matches the customer’s intent to the rules and examples you write for each skill.

Yes. A team member claims the conversation, replies in the same thread and resolves the handoff when it is done.

Once a person has taken over, the conversation is with your team until the handoff is resolved.

Yes. Filter the account inbox by agent, or open the agent’s own conversation view.

Yes. You connect your WhatsApp Business number through Meta during setup. The same connection is used by your AI agent for everyday WhatsApp conversations.

WhatsApp only lets businesses start a conversation with a template that Meta has reviewed. You write the template, submit it, and use it in broadcasts once it is approved.

The reply goes to the AI agent you chose for the campaign. It answers from your business information, and the conversation appears in your shared inbox so your team can take over.

Up to 1,000 people per broadcast at the moment. For a larger audience, split it into more than one send.

Yes. Customers who opt out are not included in later broadcasts.

No. Templates are the easiest start, and every step is chosen from menus. Webhooks and HTTP requests are there if your team wants them.

No. Workflows save as drafts and only run once you switch them on.

Yes. Run history shows each run, its progress and any errors.

When someone comments a keyword you choose on your post, your agent sends them a direct message, so the conversation can continue privately.

No. One Meta connection covers Instagram, WhatsApp and Messenger.

Yes. Instagram conversations appear in your shared inbox, where your team can take over.

No. One Meta connection covers all three.

Yes. A connected channel can be paused and resumed.

Yes. Install the ready-made plugin, so you do not have to paste code into WordPress.

Yes. Desktop and mobile display settings are separate.

With Shopify connected, shoppers can add products to a cart, pick a size or colour and check out from the chat.

Yes. Steps AI connects to your WhatsApp Business number through the official API, which you set up through Meta during onboarding.

It hands the conversation to your team. The customer stays in the same chat, and your team sees the full conversation in the shared inbox.

Your agent shares a checkout link from your store. Customers complete payment on your checkout page.

Yes. One Meta connection covers WhatsApp, Instagram and Messenger, and the same agent can answer on all three.

Shopify and WooCommerce. Your agent uses them to answer product and stock questions and to share checkout links.

Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

It can answer return and exchange questions using your policy pages, and hand the conversation to your team when a person needs to step in.

Yes. Your agent answers each message as it arrives, so customers are not left waiting when message volumes rise.

Yes. Upload your brochure or connect your website and the agent answers from it.

Yes. Send a WhatsApp campaign with an approved template to your saved enquiries.

Not if you set the guardrail. Advice questions can be passed to your advisers.

Not if you set the guardrail. Medical questions can be passed to your team instead.

Yes. The booking skill works on WhatsApp, your website and phone calls.

Yes. Upload your brochures or connect a sheet of listings.

Yes. The booking skill offers times from your connected calendar.

Yes. Connect your help centre website or documents, and the agent answers from them.

It collects the enquiry and passes it to your team, who confirm availability.

No. You choose what to connect, and the agent uses only that.

Yes. Connected content is a workspace resource, so you set it up once and any agent can use it.

The agent can say it does not know and pass the conversation to your team. Web search is optional and off unless you switch it on.

Steps AI connects with Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. Connect as many as you need. Each booking skill uses one of them, and the Calendar screen shows all of them together.

You choose. Name, email, company and job title can each be switched on or off, and you can edit how they are asked.

Steps AI connects with Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. Connect as many as you need. Each booking skill uses one of them, and the Calendar screen shows all of them together.

You choose. Name, email, company and job title can each be switched on or off, and you can edit how they are asked.

Connecting Shopify or WooCommerce lets the agent match an order to its shipment. Ask us about your setup if you use a different store.

Steps AI connects with Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

The agent can create a ticket or hand the conversation to your team, so a person follows it up.

Connecting Shopify or WooCommerce lets the agent match an order to its shipment. Ask us about your setup if you use a different store.

Steps AI connects with Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

The agent can create a ticket or hand the conversation to your team, so a person follows it up.

Steps AI connects with Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. Connect as many as you need. Each booking skill uses one of them, and the Calendar screen shows all of them together.

You choose. Name, email, company and job title can each be switched on or off, and you can edit how they are asked.

No. You choose what to connect, and the agent uses only that.

Yes. Connected content is a workspace resource, so you set it up once and any agent can use it.

The agent can say it does not know and pass the conversation to your team. Web search is optional and off unless you switch it on.

No. Google Sheets works on its own, which suits businesses that keep orders and prices in a spreadsheet.

The sync skips it and tells you, with counts of added, updated and skipped rows.

The agent reads from the sheet to answer. Your team keeps editing it as usual.

No. Steps AI has a built-in CRM for customers, tickets and live requests. Connect HubSpot if your team already works there.

The ones you choose: name, email, company, job title and any custom fields you add.

Yes. Leads from every connected channel can be saved to HubSpot.

Connecting Shopify or WooCommerce lets the agent match an order to its shipment. Ask us about your setup if you use a different store.

Steps AI connects with Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

The agent can create a ticket or hand the conversation to your team, so a person follows it up.

In the workflow builder and in flow skills, where a connected app can be chosen as an action.

No. You choose steps from menus. Advanced options such as webhooks are there if your team wants them.

No. You choose what to connect, and the agent uses only that.

Yes. Connected content is a workspace resource, so you set it up once and any agent can use it.

The agent can say it does not know and pass the conversation to your team. Web search is optional and off unless you switch it on.

Steps AI connects with Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. Connect as many as you need. Each booking skill uses one of them, and the Calendar screen shows all of them together.

You choose. Name, email, company and job title can each be switched on or off, and you can edit how they are asked.

In the workflow builder and in flow skills, where a connected app can be chosen as an action.

No. You choose steps from menus. Advanced options such as webhooks are there if your team wants them.

Connecting Shopify or WooCommerce lets the agent match an order to its shipment. Ask us about your setup if you use a different store.

Steps AI connects with Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

The agent can create a ticket or hand the conversation to your team, so a person follows it up.

Yes. Once Shopify is connected and switched on, the agent can look up an order and share its status with the customer it belongs to.

No. The agent checks stock in Shopify and does not show products with zero or negative stock.

Customers build a cart in the chat and then pay on your Shopify checkout page. A checkout can be resumed later.

Yes. Discounts and promotions are imported from Shopify and kept up to date, and the agent only mentions the ones that are active.

Paid Shopify orders are attributed to WhatsApp campaigns and agent conversations, so you can see the revenue each one brought in.

In the workflow builder and in flow skills, where a connected app can be chosen as an action.

No. You choose steps from menus. Advanced options such as webhooks are there if your team wants them.

Steps AI connects with Google Calendar, Outlook Calendar, Calendly, Cal.com and Square Appointments.

Yes. Connect as many as you need. Each booking skill uses one of them, and the Calendar screen shows all of them together.

You choose. Name, email, company and job title can each be switched on or off, and you can edit how they are asked.

Connecting Shopify or WooCommerce lets the agent match an order to its shipment. Ask us about your setup if you use a different store.

Steps AI connects with Shiprocket, Delhivery, DTDC, iThink Logistics and WareIQ.

The agent can create a ticket or hand the conversation to your team, so a person follows it up.

No code to write. For the chat widget on WordPress there is a ready-made plugin, and the WooCommerce connection is set up from Resources, then Apps.

Yes. With WooCommerce connected and switched on, the agent can share an order status with the customer who asks.

The agent shares a checkout link, and customers pay on your own WooCommerce checkout page.

No. Tickets are created only when the conditions you describe are met.

Yes. Add custom fields such as text, number, email, phone, dropdown or media, and mark them as required.

Yes. Human handoff is a separate skill with a wait time, a fallback message and email alerts.