Frequently Asked Questions

No. Teammates.ai is designed for business teams, not developers. You configure your AI teammates through a visual dashboard, no code required. If you need custom integrations, the API and webhook support are available on all plans.

Yes. The free plan includes 10 credits and access to Raya, Adam, and Sara. You can allocate your credits across any combination of teammates.

Chatbots follow scripts. AI teammates think. Raya does not just answer questions; she processes refunds, looks up orders, and escalates complex issues. Adam does not just send templated emails; he plans outreach strategies, makes voice calls, and books meetings. Sara does not just screen resumes; she conducts full live video interviews and scores candidates on 100+ signals.

Yes. Go to Settings > Organization at any time to update your organization name, logo, domain, and timezone.

Teammates.ai is built for business teams. We require a work email (e.g., name@yourcompany.com) to ensure organizations are verified. Personal emails (Gmail, Yahoo, Hotmail) are not accepted.

Yes. You can create or join multiple organizations with the same account. Switch between them from the organization selector in the top-left corner of the dashboard.

Yes. Admins can change any team member's role from Settings > Team. Click the member's name and select a new role from the dropdown.

No. All plans, including the free plan, allow unlimited team members. You only pay for credits used by your AI teammates, not for seats.

Yes. Raya, Adam, and Sara are all available on every plan, including the free plan. Deploy one, two, or all three and split your credits across them however you need.

Under 10 minutes for a basic setup. Upload your knowledge base or job description, connect a channel, and your AI teammate starts working immediately. Fine-tuning escalation rules and integrations can be done over time.

Your AI teammates pause until credits are replenished. You can upgrade your plan or purchase additional credits from Settings > Billing at any time. No conversations or data are lost.

Yes! The Playground is available for both Adam and Raya. You can test Raya's responses to customer queries, check how she handles different scenarios, and verify her knowledge base answers — all without affecting live conversations.

Sara testing happens through the interview flow. Create a test job, invite a test candidate (yourself), and complete a test interview.

No. Playground interactions are free and do not count toward your credit balance.

Plan credits follow the rollover rules set by your subscription tier. Rollover credits are always consumed first (before top-ups or new monthly credits) so nothing expires unnecessarily.

Yes. Credits are shared across Raya, Adam, and Sara. Spend them on any combination that fits your business. There are no per-teammate minimums or restrictions.

Any in-progress work always completes. Raya finishes the current support conversation, Adam completes the active call, and Sara finishes the ongoing interview. No interaction is hard-stopped mid-conversation.

There is no trial because there is no need for one. The Free plan is yours forever at $0/month with 10 credits. No credit card required. Upgrade only when you need more credits.

No. Pricing is purely credit-based. Add unlimited team members to your account. Candidates invited by Sara do not cost extra beyond the credits consumed for their interview.

Yes. Upgrades take effect immediately, and you keep any existing credits. Downgrades take effect at your next billing renewal, with your current credits honored through the end of the cycle.

Yes. Top-up credits expire 90 days after purchase. The system uses the oldest top-up credits first to minimize waste.

Yes. Turn auto-top-up on or off at any time from Settings > Billing > Auto-Top-Up. Disabling it does not affect credits you already purchased.

No. All existing credits carry over when you upgrade. The new plan credits are added on top of your current balance.

At your next billing renewal date. You continue using your current plan and credits until then.

Go to Settings > Billing > Billing Details. Update your company name, address, and tax ID. Future invoices reflect the updated information.

Subscription fees are non-refundable once the billing period has started. However, you retain full access and all remaining credits until the end of your current billing cycle.

Your account data, AI teammate configurations, conversation history, and reports are all retained. Your account reverts to the Free plan. Re-subscribe at any time and everything is exactly where you left it.

Never. In-progress conversations always complete. Raya finishes the current support interaction, then pauses. The same applies to Adam on calls and Sara during interviews.

Yes. Add each domain to the Allowed Domains list in widget settings. The same embed snippet works across all of them, and Raya uses the same knowledge base for every domain.

1 credit covers 10 responses from Raya. A typical support conversation of 4-6 messages consumes less than 1 credit.

No. The widget loads asynchronously after your page content, so it does not block rendering. The script is under 30 KB gzipped.

Yes. Raya reads the full thread history and maintains context across all replies. She references earlier messages to avoid asking the customer to repeat information.

Raya pauses email monitoring and sends you a Dashboard notification. Re-authenticate through Support > Email to restore the connection. Queued emails are processed once reconnected.

Yes. The integration requires a WhatsApp Business API account registered through Meta Business Suite. A personal WhatsApp number cannot be used.

Yes. Raya supports 50+ languages on WhatsApp, including Arabic with regional dialect awareness. She detects the customer's language automatically and responds accordingly.

WhatsApp messages use the same credit rate as all Raya channels: 1 credit covers 10 responses. Template messages and media messages each count as 1 response.

Raya currently handles DMs (private messages) on both platforms. Public comment replies are on the roadmap. Story mention responses are sent as DMs.

No. Slack is optional. Raya works independently across all customer-facing channels. The Slack integration is an add-on for teams that want internal visibility and escalation alerts.

Yes. Raya uses a single knowledge base across all channels. Update it once and every channel gets the latest information.

Raya follows your escalation rules. Depending on your configuration, she either asks the customer a clarifying question, acknowledges she doesn't have the answer and escalates to a human teammate, or provides a general response based on your policy instructions.

Update whenever your products, pricing, or policies change. Enable auto-sync for web URLs to keep live content fresh. Review Raya's analytics monthly to spot knowledge gaps and add new entries for questions she cannot answer.

Yes. Select a template to pre-fill the policy prompt, then edit it to match your specific needs. You can add, remove, or modify any part of the template.

Raya handles the conversation herself using the knowledge base and her instructions. She only escalates when the conversation matches the criteria in your policy.

Yes. Raya supports auto-handoff to Adam. When she detects a sales opportunity (purchase intent, pricing questions, upgrade interest), she can route the conversation to Adam for sales follow-up. Include this in your escalation policy prompt.

Yes. The analytics dashboard includes an export option for CSV and JSON formats. You can export data for any date range and filter by channel, topic, or sentiment.

Analytics data updates in real time. Conversation counts, response times, and sentiment scores reflect the latest data within seconds.

Yes. The dashboard aggregates conversations from chat, email, WhatsApp, Instagram, Facebook, Slack, and phone. You can filter by individual channel or view all channels together.

Yes. Adam integrates natively with HubSpot, Pipedrive, and Salesforce. You can also connect other CRMs via Zapier. Once connected, create a campaign and select your CRM as the lead source.

Adam detects voicemail automatically. Based on your campaign settings, he either leaves a scripted voicemail message or skips and logs the attempt. You can customize the voicemail script per campaign.

Adam uses 10 credits for every 30 voice minutes. A typical 3-5 minute outbound call uses roughly 1-2 credits. Voicemail messages do not consume additional credits beyond the call connection.

Yes, by default Adam is available 24/7. You can restrict his availability to specific business hours per day if needed. Outside configured hours, calls go to voicemail or follow your missed-call rules.

Yes. Adam handles both inbound and outbound. He can answer incoming calls on your assigned number while simultaneously running outbound campaigns. These are separate configurations with independent settings.

If Adam encounters a question outside his knowledge base or scripts, he can transfer the call to a human on your team (warm or cold transfer). You configure which scenarios trigger a transfer in the Transfer Rules settings.

No. Voicemail messages do not consume additional credits beyond the initial call connection. The voicemail is included as part of the call attempt.

Yes. You can configure multiple transfer destinations, each with its own transfer type. For example, VIP leads go to a senior rep via warm transfer while general calls use cold transfer to a queue.

Voicemail detection relies on telephony provider metadata and works well in most regions. Accuracy may vary in some countries. When detection is uncertain, Adam treats the call as a live conversation to avoid missing a real person.

Adam books into the calendar connected to the specific Sales employee configuration. If you have multiple Sales employees, each can connect a different calendar. Adam checks availability for the employee assigned to the call.

Yes. Adam detects timezone hints from the conversation and converts times accordingly. If the caller says "3 PM my time," Adam confirms the timezone and shows the corresponding slot on your calendar.

If your calendar is fully booked within the configured working hours, Adam lets the caller know and suggests they check back later or offers to have someone follow up. He logs the unbooked lead so your team can reach out manually.

No. Adam checks for existing contacts by phone number and email before creating a new record. If a match is found, he updates the existing contact with the latest call data.

Yes. Use Zapier to connect any CRM that Zapier supports. Create a Zap triggered by the "Call Completed" event in Teammates.ai and map the call data to your CRM's actions.

Data syncs in real time for native integrations (HubSpot, Pipedrive, Salesforce). Contact info, call outcome, notes, and meeting details appear in your CRM within seconds of the call ending. Zapier-based syncs depend on your Zap's polling interval.

Yes. The dashboard includes a "Best Times" view that shows pickup rates broken down by hour of day. Use this to optimize your campaign call windows.

Use the campaign filter to select multiple campaigns and view their metrics side by side. The script comparison view shows pickup rate, qualification rate, and meetings booked per campaign.

Currently, analytics data exports as CSV. The export includes all call-level details for the selected filters and date range.

Yes. Save any job as a template. When you create a new job, select "Use Template" and Sara loads the same description, skills, and question set. Subsequent jobs using templates take about 10 minutes to set up instead of 20.

Sara typically generates 8-15 questions depending on the interview type and seniority level. Technical interviews for senior roles lean toward 15 questions. Behavioral interviews for junior roles lean toward 8. You can add or remove questions to adjust the count.

Yes. Sara listens to each answer and asks relevant follow-up probes when she detects the candidate can go deeper. This creates a natural conversation flow rather than a rigid list of questions.

No. Once a candidate starts the interview, Sara conducts it in a single session (20-30 minutes). This ensures consistent evaluation conditions across all candidates. If a candidate loses their connection, they can rejoin using the same link and continue from where they left off.

The interview link expires and the candidate can no longer start. You can extend the deadline from the Dashboard or create a new invitation for the same candidate. No credits are consumed for interviews that were never started.

There is no limit on the number of invitations. You can upload a CSV with thousands of candidates. Each completed interview consumes 10 credits, so your plan determines how many interviews you can run. On the Business plan ($50/mo, 100 credits), you get 10 interviews per month.

No. Proctoring is included in the standard 10 credits per interview. There is no additional charge for enabling strict or relaxed proctoring.

Yes. Proctoring is off by default. You enable it per job in the job settings. If you leave it off, Sara conducts the interview without collecting any proctoring signals.

Yes, always. Sara displays a clear notice before the interview begins, explaining which signals are collected. Candidates must acknowledge this notice before proceeding. Sara never collects data without consent.

Yes. In the job settings under "Evaluation," you can increase or decrease the weight of any dimension. For example, you might weight "Accuracy" at 40% and "Communication" at 10% for a highly technical role.

Sara supports 50+ languages. If a candidate answers in a different language than the interview was configured for, Sara evaluates the content of the answer using the same rubric. The language of the response does not affect the scoring. She notes the language switch in the report for your reference.

No. Sara uses 100+ signal scoring, not keyword matching. She evaluates the meaning, reasoning, and quality of each answer across all five dimensions. A candidate who explains a concept correctly in their own words scores the same as one who uses textbook terminology.

Sara generates the full report within 2-5 minutes after the candidate completes the interview. You receive a notification in the Dashboard and via email when the report is ready.

Yes. Export the report as a PDF and share it directly. The PDF includes the full evaluation, scores, and transcript. No login is required to view a PDF export.

The 80th percentile marks the "excellence threshold." Candidates scoring above this line outperform 80% of the cohort on that dimension. Sara highlights these candidates in the ranking view for quick identification of top performers.

No. ATS integrations are included in all plans, including the free plan. You only pay for completed interviews (10 credits each).

Yes. During integration setup, map your ATS pipeline stages to Sara actions. For example, configure Sara to send an interview invitation when a candidate moves to the "AI Interview" stage. Sara sends the invitation and conducts the interview without any manual steps.

Use Zapier or the Integration Hub to connect any ATS that supports webhooks or API access. Zapier connects Sara to 5,000+ apps. The setup takes 5-10 minutes and supports the same bi-directional sync as native integrations.

No. CRM sync, help desk sync, and all integration data flows are included with your plan at no extra credit cost. Credits are only consumed when teammates take actions — Raya responding to support tickets, Adam making sales calls, or Sara conducting interviews.

One native CRM integration per organization (HubSpot, Pipedrive, or Salesforce). If you need to sync data to a secondary CRM, use Zapier to route data from Teammates.ai to the additional system.

Historical data remains in Teammates.ai. Conversations, tickets, and CRM records that were already synced are preserved. No new data flows after disconnection. You can reconnect at any time and sync resumes from where it left off.

Yes. Raya processes conversations across all connected channels simultaneously. There is no limit on concurrent conversations beyond your credit balance. She maintains separate conversation context for each channel.

Adam primarily uses voice calls, email, and LinkedIn for outbound sales. WhatsApp support for Adam is available for follow-up messages after initial contact. Raya is the primary AI teammate for WhatsApp customer conversations.

Yes. Connect a shared Google Workspace inbox (like support@yourcompany.com) to Raya. She reads all incoming messages and responds based on your knowledge base and escalation rules. Multiple human team members can still access the same inbox for oversight.

This article covers how to connect each channel to Teammates.ai (credentials, OAuth, API keys). The Raya-specific articles (Email Channel, WhatsApp Setup, Social Channels) cover how Raya behaves within each channel — response modes, escalation rules, and channel-specific settings.

You can connect one native CRM integration (HubSpot, Pipedrive, or Salesforce) per organization. For additional CRM connections, use Zapier to route data to secondary systems.

No. CRM sync is included with your plan at no extra credit cost. Credits are only consumed when Raya responds to support tickets or Adam makes calls.

Teammates.ai retries failed syncs automatically. If the sync continues to fail (for example, due to expired CRM credentials), you receive a notification in the Dashboard and via Slack (if connected). Raya and Adam continue to operate normally; the data queues and syncs once the connection is restored.

Yes. Freshdesk and Zendesk use webhook-based sync with secure validation. Tickets appear in Teammates.ai within seconds of being created or updated in your help desk.

Teammates.ai retries failed syncs automatically with Redis-based idempotency to prevent duplicates. If a sync continues to fail, you receive a notification in the Dashboard and a Slack alert (if Slack is connected). Raya continues operating on other tickets while the retry queue processes.

Yes. When Raya's escalation policy triggers, she creates a ticket in Teammates.ai that syncs to your connected Freshdesk account. The ticket includes a conversation summary, customer details, and escalation reason. Priority and status are mapped automatically between the two systems.

Raya operates autonomously without creating escalation tickets. She handles conversations using your knowledge base but does not escalate to your help desk. We recommend configuring an escalation policy so complex issues, billing disputes, and VIP requests reach your human team.

Yes. Once connected, Sara pulls candidate data from your ATS automatically. You can also manually invite specific candidates to interviews from the Dashboard.

Workable is available on all plans, including the free plan. You can also use Zapier to connect other ATS systems. Greenhouse and Lever require the Enterprise plan.

Sara sends interview feedback and scorecards back to your ATS. Candidate status changes depend on your ATS automation rules — for example, you can configure Workable or Greenhouse to advance candidates automatically based on Sara's scores.

No. Raya reads order data to provide support context during conversations. Refunds and order modifications must be processed manually in your Shopify or WooCommerce admin panel.

These are extended integrations. Contact support@teammates.ai and our team will configure it for your organization.

No additional credits are required. The e-commerce integration is included with your plan at no extra cost.

Adam shares your Calendly link during conversations. Prospects book themselves through Calendly. Adam then confirms the meeting and follows up with the prospect.

Calendly is configured under Adam for sales meetings. Sara uses ATS integrations (Workable, Greenhouse, Lever) for interview scheduling, not Calendly.

No. Calendar sync is included with your plan at no extra credit cost. Credits are only consumed when Adam makes calls or Raya responds to support tickets.

No. They complement it. The built-in Knowledge Base is pre-indexed for fast retrieval. External sources are live lookups. Use both for the best coverage — static docs in the Knowledge Base and frequently updated content through external sources.

Yes. Adam can reference external knowledge sources during sales conversations for product details, pricing, and competitive information. This helps him give accurate, up-to-date answers to prospect questions.

There is no sync — teammates query external sources in real-time during conversations. Content is always current because it is fetched on demand, not cached.

All connections use encrypted credentials. Authentication and token management are handled securely by the platform. Teammates only read data they need for the current conversation — no bulk data extraction or storage occurs.

Contact sync is available. For automated campaign triggering, set up a Zapier workflow that triggers Mailchimp campaigns when Adam qualifies a new lead.

Pardot is not currently available. Use Zapier to connect Pardot with Teammates.ai.

Native integrations (Gmail, HubSpot, Freshdesk) have deeper, custom-built sync with more features like bi-directional ticket sync and real-time webhooks. Extended integrations connect to additional tools with standard read/write operations. Both are secure and production-ready.

Zapier is currently available in Sara's integration panel. For Adam and Raya, use native integrations (HubSpot, Freshdesk, etc.) or contact support@teammates.ai to set up additional integrations.

Yes. Use the API to build custom workflows and integrations. Webhooks provide real-time event notifications. MCP support is coming soon for even deeper extensibility.

Contact support@teammates.ai for API documentation and Postman collections.

API calls that trigger teammate actions (sending messages through Raya, initiating calls through Adam, starting interviews through Sara) consume credits. Read operations do not.

PDF, DOCX, TXT, and CSV files are supported. Each file is automatically processed and indexed for retrieval.

Individual files should be under 50 MB. For larger documents, split them into smaller, topic-focused files for better results.

Yes. You can run as many workflows as you need. Each workflow operates independently.

Yes. Each action is enabled through an integration connection. Only the integrations you connect and authorize are available as actions.

Yes. The Conversations view aggregates all interactions — chat, email, WhatsApp, and social — into a single, filterable list.

Both. Your AI teammates create tickets automatically when escalating conversations. You can also create tickets manually from any conversation.

Yes. Once the human agent resolves the ticket and closes their involvement, the AI teammate can resume handling subsequent messages from the same customer.

Yes. Each channel (Chat, Email, Phone) has its own autonomy policy. You can run Chat on Auto-Send while keeping Email on Draft for Approval, for example.

No. The widget script loads asynchronously and does not block page rendering. It adds minimal weight to your page load.

Yes. Add all your domains to the allowed domains list in widget settings. The same embed snippet works across all of them.

The most common cause is a domain mismatch. Confirm your production domain (not just localhost) is listed in the allowed domains. Also check that visitors are not using browsers with aggressive ad blockers.

Raya sends a configurable auto-reply (up to 280 characters) and queues incoming emails. When credits are restored, she processes the queue in order (first in, first out).

Go to Raya > Analytics. The escalation breakdown shows topic categories, frequency, and the specific escalation rule that triggered each one.

Yes. Set the reply mode to "Draft" in the email channel settings. Raya writes responses and holds them for your review. You approve, edit, or reject each draft before it goes out.

No. Adam only uses credits for answered calls with a live person. Voicemails and unanswered calls do not consume credits.

Yes. Adam handles inbound calls (website visitor engagement, exit intent, inbound leads) and outbound calls (prospecting, multi-channel outreach, meeting booking). Configure both in Adam.

The most common cause is zero credits. Adam pauses when your balance runs out. Check Organization Settings > Billing and add credits or enable auto-top-up. Also verify the campaign is not manually paused and the lead list still has valid, uncontacted numbers.

You control this. From the job settings, you can generate a new interview link for the same candidate. Each interview attempt uses 10 credits (1 full interview).

Results are available within minutes of the candidate completing the interview. The report includes overall score, per-skill breakdown, question-by-question commentary, and a recommendation.

This usually means the questions lack enough differentiation. Add more targeted questions for key skills, mark critical ones as "Qualifying", and adjust skill weights to reflect your priorities. Also ensure questions vary in difficulty.

All three AI teammates (Raya, Adam, and Sara) pause until you add credits or your plan renews. Raya queues incoming emails and sends an auto-reply. Adam pauses active campaigns. Sara holds pending interviews.

Subscription credits roll over for 1 month (capped at 1x your monthly allowance). Top-up credits expire 90 days after purchase. Rollover credits are used first.

Teammates.ai offers a free plan with 10 credits per month, forever. No credit card required. You get access to all three AI teammates (Raya, Adam, and Sara) on the free plan.

Yes. API access and webhook support are available on all plans, including the free plan.

Use the "Send Test Webhook" button in Organization Settings > Webhooks. It sends a sample payload to your endpoint so you can verify receipt and processing without affecting real data.

Teammates.ai integrates with Salesforce, HubSpot, and other CRMs through direct integrations and Zapier. Raya and Adam both sync conversation data, lead information, and activity logs to your CRM automatically.