Help Center

Find answers to common questions about using LoopReply.

Account & Billing

How do I create an account?

Visit platform.loopreply.com/auth/sign-in and sign up with your email or Google account. A default workspace is created automatically.

How do I upgrade my plan?

Go to Settings → Billing in your dashboard. You can upgrade, downgrade, or manage your subscription at any time. Changes take effect immediately.

Can I have multiple workspaces?

Yes. Each workspace is independent with its own bots, conversations, knowledge base, and team members. Go to the workspace switcher in the sidebar to create a new one.

Bots & Configuration

How do I create a bot?

Navigate to Bots in your dashboard and click Create Bot. Give it a name, set the AI model and instructions, then configure a workflow. See Creating Your First Bot for a step-by-step guide.

Which AI models are available?

LoopReply connects to multiple AI providers. Available models include GPT-5, Claude Opus, Gemini 3 Pro, Llama 4 Maverick, Mistral Large 3, and more. You can switch models per bot at any time.

How do I customize my bot’s personality?

In the bot’s Configuration → Model tab, write system instructions that define your bot’s tone, personality, and behavior. Be specific — for example: “You are a friendly customer support agent for an e-commerce store. Always be helpful and concise.”

Can I have multiple bots?

Yes. There’s no limit on the number of bots per workspace (within your plan’s allowance). Each bot can have its own workflow, knowledge base, and AI model.

Go to your bot’s Deploy page to get the embed code. Copy the <script> tag and paste it before the closing </body> tag in your HTML. See Embedding the Widget for detailed instructions.

Can I customize the widget’s appearance?

Yes. Go to your bot’s Appearance tab to change colors, position, welcome message, bubble icon, and more. Changes are reflected in real-time.

Check the following:

The embed script is placed before </body>, not in <head>
Your agent ID is correct
The bot’s status is set to Active
There are no Content Security Policy (CSP) headers blocking the widget domain

Knowledge Base

What file types are supported?

LoopReply supports PDF, Excel/CSV, Word documents, HTML, Markdown, plain text, and JSON files. You can also index websites by URL and connect to databases.

How often is the knowledge base updated?

Website sources can be set to auto-refresh on a schedule (e.g., every hour, daily). File uploads are indexed immediately. Database connections refresh every 5 minutes by default.

How does RAG work?

When a user asks a question, LoopReply searches your knowledge base using semantic similarity (vector embeddings). The most relevant content is injected into the AI’s context so it can answer accurately based on your data. See RAG & Semantic Search for details.

Conversations & Human Takeover

How does human takeover work?

When the AI detects it can’t handle a query (or based on workflow rules), the conversation is flagged for human review. A team member can take over from the Shared Inbox, and the user sees a seamless transition.

Can I see conversation history?

Yes. All conversations are stored and searchable in the Conversations section. You can filter by status, bot, date, and sentiment.

Still need help?

If you can’t find an answer here, visit our Contact Support page.