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Quick answers to common questions about Ansa, AI agents, and getting the most from the platform.

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General

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What is Ansa?

Ansa is an AI-powered chat platform that lets you create intelligent agents for customer support, lead generation, and sales. Deploy a customizable widget on your website, connect email support, or integrate via API.

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How does Ansa work?

  1. Create an agent with a knowledge base (your docs, FAQs, product info)
  2. Train it with a system prompt defining personality and capabilities
  3. Deploy it via widget, email channel, or API
  4. Monitor and improve using analytics and conversation history

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What AI models does Ansa use?

Ansa supports multiple AI models:
  • GPT-4o (most capable)
  • GPT-4o-mini (fast and affordable)
  • Claude 3.5 Sonnet
  • More models coming soon
You can switch models anytime in agent settings.

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Is my data secure?

Yes. Ansa takes security seriously:
  • All data encrypted in transit (TLS) and at rest
  • SOC 2 Type II compliant
  • GDPR compliant with EU data processing
  • No training on your data
  • Regular security audits
See our Security page for details.

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Pricing & Billing

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Is there a free plan?

Yes! The free plan includes:
  • 100 messages/month
  • 1 agent
  • Basic AI model
  • 10 MB document storage
No credit card required.

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What counts as a message?

Each message in a conversation counts:
  • User message = 1 message
  • Agent response = 1 message
  • Forms displayed = 0 messages (forms don’t count)

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What happens if I hit my message limit?

Your agent stops responding to new messages. Existing conversations are preserved. You can:
  • Wait for the monthly reset
  • Upgrade to a higher plan

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Do unused messages roll over?

No, message allowances reset at the start of each billing period.

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Can I downgrade my plan?

Yes. Downgrades take effect at the end of your current billing period. Make sure you’re within the new plan’s limits before it starts.

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Do you offer annual billing?

Yes, with a discount. Select “Annual” on the pricing page.

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Widget & Installation

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How do I install the widget?

Add this script to your website’s <head>: 
<script
  defer
  src="https://widget.ansa.so/embed.js"
  data-agent-id="YOUR_AGENT_ID"
></script>
Replace YOUR_AGENT_ID with your agent ID from the dashboard.

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Can I customize the widget appearance?

Yes. Customize:
  • Primary color
  • Position (left/right/bottom)
  • Launcher icon
  • Welcome message
  • And more
Go to Settings → Widget to configure.

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Does the widget slow down my site?

No. The widget script:
  • Loads asynchronously (doesn’t block page load)
  • Is under 50KB gzipped
  • Only loads chat UI when opened
  • Is served from a global CDN

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Can I use Ansa with a single-page app (React, Vue, Next.js)?

Yes. Install the SDK: 
npm install @ansa/sdk
Then use the widget functions: 
import { loadWidget, openWidget } from "@ansa/sdk";

loadWidget({ agentId: "xxx" });
openWidget();

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How do I show the widget only on certain pages?

Use the SDK for programmatic control: 
import { loadWidget, destroyWidget } from "@ansa/sdk";

// Load on specific pages
if (window.location.pathname.startsWith("/support")) {
  loadWidget({ agentId: "xxx" });
}

// Clean up when navigating away
destroyWidget();

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Knowledge Base

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What file formats can I upload?

Supported formats:
  • PDF
  • TXT
  • Markdown (.md)
  • Word documents (.docx)
  • Web pages (URL import)

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How much content can I add?

Depends on your plan:
  • Free: 10 MB
  • Starter: 100 MB
  • Growth: 1 GB
  • Pro: 10 GB
  • Enterprise: Unlimited

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How often should I update my knowledge base?

  • Weekly: Review low-confidence conversations
  • Monthly: Update seasonal content
  • Quarterly: Full audit
  • As needed: Policy/product changes

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Can the agent access external websites?

Not automatically. You can:
  • Import specific URLs as knowledge base content
  • Use HTTP tools for API integrations
  • But the agent can’t browse the web in real-time

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Conversations & Messages

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How do I view conversation history?

Go to Conversations in the dashboard. You can:
  • Filter by agent, channel, feedback
  • Search conversations
  • View full message threads
  • See form submissions

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Can I export conversations?

Yes, via API: 
curl "https://api.ansa.so/conversations?agentId=xxx" \
  -H "Authorization: Bearer $ANSA_API_KEY"

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What is confidence score?

Confidence indicates how well the user’s question matched your knowledge base:
  • 80-100%: Strong match
  • 60-79%: Partial match
  • Below 60%: Weak match, may need more content

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How do I handle low-confidence responses?

Options:
  • Add more content to your knowledge base
  • Set confidence thresholds for email channel
  • Forward uncertain responses to humans

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Forms & Lead Capture

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How do I create a form?

  1. Go to Tools → Add Tool
  2. Select Form type
  3. Define your fields using JSON Schema
  4. Configure post-actions (webhook, email)
  5. Train your agent when to show it

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Can I send form data to my CRM?

Yes. Options:
  • Webhook: Send to any URL (including Zapier/Make)
  • Email: Notify your team
  • API: Build custom integrations

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Why aren’t users completing my forms?

Common reasons:
  • Too many fields (keep to 3-4 max)
  • Required fields that seem optional
  • Form appears too early
  • Poor mobile experience
See Form Tools for optimization tips.

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Triggers & Automation

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What types of triggers are available?

  • Time on page: After X seconds
  • Scroll depth: After scrolling X%
  • Exit intent: When leaving the page
  • Page view: On specific URLs
  • Custom event: From your JavaScript

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How many triggers should I use?

Start with 2-3. Too many triggers can overwhelm visitors. Test and measure before adding more.

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Can triggers fire multiple times?

By default, triggers fire once per session. You can disable “trigger once” for repeated triggering.

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Integrations

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Does Ansa integrate with Shopify?

Yes! The Shopify integration includes:
  • Automatic product sync
  • One-click widget install
  • Order lookups
  • Refund handling
See Shopify Integration.

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Can I use Ansa for email support?

Yes. Enable the email channel to:
  • Receive emails at an agent address
  • Auto-respond using your knowledge base
  • Forward low-confidence emails to humans
  • Track email conversations in dashboard
See Email Channel.

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Does Ansa have a REST API?

Yes. Full API access for:
  • Managing agents and tools
  • Listing conversations
  • Sending messages programmatically
  • Analytics and exports
See API Reference.

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Can I use Ansa with Zapier or Make?

Yes. Use webhook URLs in your form post-actions to connect to Zapier, Make, or any automation platform.

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Team & Account

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How do I invite team members?

  1. Go to Settings → Team
  2. Click Invite Member
  3. Enter email and role
  4. Send invitation

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What roles are available?

  • Owner: Full access including billing
  • Member: Access agents, conversations, analytics

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Can multiple people manage the same agent?

Yes. All team members can view and edit all agents.

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Troubleshooting

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My widget isn’t appearing

Check:
  1. Script is in <head> with correct agent ID
  2. No JavaScript errors in console
  3. Agent is published (not draft)
  4. Domain isn’t blocked

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Agent gives wrong answers

Solutions:
  1. Check knowledge base for outdated content
  2. Make content more specific
  3. Review system prompt for clarity
  4. Check if similar content is conflicting

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Forms aren’t submitting

Check:
  1. Required fields are filled
  2. Webhook URL is accessible
  3. Form tool is enabled
  4. No validation errors

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Confidence is always low

Add more content:
  1. Review low-confidence conversations
  2. Add answers for common questions
  3. Make content more specific
  4. Include question variations

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Technical

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What browsers are supported?

The widget works on all modern browsers:
  • Chrome (last 2 versions)
  • Firefox (last 2 versions)
  • Safari (last 2 versions)
  • Edge (last 2 versions)
  • Mobile browsers

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Is the widget accessible?

Yes. The widget includes:
  • Keyboard navigation
  • Screen reader support
  • ARIA labels
  • Focus management

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Can I self-host Ansa?

Yes. See Self-Hosting for Docker deployment instructions.

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What’s the API rate limit?

  • Standard: 100 requests/minute
  • Enterprise: Custom limits
Contact support if you need higher limits.

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Getting Help

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How do I contact support?

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Do you offer onboarding help?

Yes. Growth and Pro plans include onboarding assistance. Enterprise includes dedicated onboarding.

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Where can I request features?

Email [email protected] with feature requests. We read every suggestion!

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Still Have Questions?

Documentation

Browse full documentation

Contact Support

Get help from our team