Frequently asked questions.

The questions the support inbox sees most often, with the answers we’d give over chat.

Will the bot make up answers?

No. The bot is grounded — it can only answer using content from your KB. When confidence is below your threshold, it says “I’m not sure I have the right information…” rather than guessing. This is the single most important difference between Tenlo’s chatbot and generic AI assistants.

Does the bot remember previous messages in the same conversation?

Yes. Within a single conversation the bot uses the recent message history as context, so follow-up questions work — a visitor can ask “what are your refund policies?” and then “what about for sale items?”, and the bot understands the second question still refers to refunds.

The bot looks back over the most recent turns of the current conversation (not the visitor’s entire history), and each new conversation starts fresh.

How fast does the bot respond?

First word usually appears in 600ms–1s. The full answer streams in over 1–3 seconds depending on length. Responses appear progressively (token-by-token) so visitors see something happening immediately.

Can I have different chatbots for different products or pages?

Today, one chatbot per business. Multi-bot support is on the roadmap. Workaround: write FAQs that explicitly distinguish products, and the bot will route based on the visitor’s wording.

Can I see live conversations as they happen?

Not yet. The Conversations tab shows finished conversations with a brief delay. Live monitoring is on the roadmap.

Can I export my conversations or KB?

Email hello@tenloai.com for a one-off CSV export. Self-serve export is on the roadmap.

What languages does the bot support?

The bot answers in whatever language matches your KB. English KB → English answers. If your KB is in French and a visitor types in English, you’ll get inconsistent results — write FAQs in the language(s) you serve.

Is my data used to train AI models?

No. Your KB content, visitor conversations, and configuration are not used to train any models. Anthropic and OpenAI’s enterprise endpoints (which Tenlo uses) prohibit training on customer data.

What happens if Anthropic or OpenAI is down?

The bot returns a generic error to the visitor for that turn. Tenlo doesn’t queue/retry visitor-facing requests — visitors see a real-time error, not a delayed response. Your KB and conversations are unaffected.

Can the bot trigger actions (book meetings, place orders, etc.)?

No — the bot is read-only against your KB. For action-taking AI (qualifying leads, booking calls, taking payments), see Tenlo’s Sales Assistant (P05) which is purpose-built for that.

How much will this cost beyond $299/mo?

Nothing. AI inference, embeddings, document ingestion (including OCR for scanned PDFs), and email transcripts are all included. There’s no metered billing.

Yes. The 100-doc cap is enforced per business across both products combined. Ingesting 60 docs into the Chatbot KB leaves 40 slots for the Sales Assistant (or vice-versa). Deleting a doc anywhere on either product frees a slot for either product.

What happens if I cancel?

Data is retained while your account is open. The widget on your site stops responding (returns an error). After cancellation, your data is automatically purged 90 days later — including FAQs, conversation transcripts, and your KB index. For an immediate deletion request, email hello@tenloai.com. Full mechanics in Pricing & billing.

Can I let the bot reply directly to handoffs (auto-respond)?

No, by design. When confidence is low, your team should respond — that’s where the high-value moments happen. Letting AI handle “I’m stuck, please help” tends to make the experience worse, not better.