Frequently Asked Questions.
Got questions about credits, AI grounding, platform integrations, or trials? Find answers to our most common questions here.
What are AI credits?
1 AI credit = 1 successful AI-generated support resolution reply sent to an inquiring customer. Each verified resolution counts as one credit.
Does the AI reply to spam or irrelevant inquiries?
No. SyncSocial uses a two-phase intelligent routing engine. A lightning-fast triage model analyzes every incoming message to filter out spam, irrelevant links, and simple greetings before they ever reach the main AI. You only spend credits on genuine customer interactions.
Can I change plans later?
Absolutely. You can upgrade or downgrade at any time. Your credit balance adjusts automatically at the start of your next billing cycle.
Which platforms do you support?
We currently support WhatsApp (Cloud API), Instagram (Direct Messages), Facebook Messenger, and TikTok (Business API). All connected channels integrate into a single unified inbound customer support inbox.
How does the AI avoid giving wrong answers?
SyncSocial uses SQL-first grounded responses and semantic caching. If a customer asks a complex question, our premium AI models pull answers directly from your product catalog and uploaded knowledge base — never inventing information. If they send an image, our vision models analyze it against your inventory.
Is there a free trial?
Yes! The Starter plan is free forever with 50 AI credits per month. Perfect for testing the platform with a single channel before scaling.
What happens when credits run out for normal app merchants?
When your monthly credits are exhausted, the AI bot pauses auto-replying until your billing cycle resets. Manual replies through the dashboard always work. You can also purchase a Credit Boost at any time. We never surprise normal app merchants with automatic overage fees.
What is a "Routed Message" on the Partner API?
For third-party API and Agency plans (Partner 20 and Partner 40), usage is measured by Routed Messages (Webhook Dispatches). Each incoming or outgoing message our server processes, verifies, and dispatches to your registered webhook receiver counts as one routed message.
How do overages work on the Partner API tier?
Unlike consumer bot tools where a bot can pause, external API integrations cannot drop messages without breaking client CRMs. Our API infrastructure guarantees zero dropped messages: if your client stores experience traffic spikes that exceed your plan quota (100,000 or 250,000 messages/mo), messages continue routing smoothly at an automatic rate of $5 per 10,000 additional routed messages billed at the end of your billing cycle.
Does the routed message overage model apply to normal dashboard app merchants?
No. The routed message overage model applies exclusively to Partner API v2 organizations managing multi-tenant external integrations. Normal dashboard app merchants operate on fixed monthly AI reply credits with hard safety stops and zero automatic surprise charges.
How can an API partner monitor their remaining message quota in real time?
Partner API v2 provides dedicated endpoints (GET /api/v2/partner/quota and GET /api/v2/partner/status) that return real-time usage statistics, including included messages, messages routed, remaining capacity, current overage blocks, and billing cycle rollover timestamps.