Frequently asked questions
Quick answers to the questions we hear most. Can’t find yours? Contact support.
What is a ticket in Wismify?
A ticket is one resolved customer conversation. No matter how many messages it takes, a single conversation counts as one ticket when it’s resolved — whether closed by a human or the AI. See tickets vs. AI tokens.
What are AI tokens?
AI tokens are the fuel for AI features — Cowriter drafts, translations, the chatbot, auto-resolution and MYFY. Each AI action uses a small amount of tokens depending on how much text it processes. Learn more.
What’s the difference between tickets and tokens?
Tickets measure conversations resolved; tokens measure AI work done. One conversation is one ticket, but it may use several token-powered AI actions along the way.
Do tokens or extra packs expire?
No. Prepaid ticket packs and AI token top-up packs never expire — they stay in your balance until you use them, and don’t reset each month.
Will I get surprise overage charges?
No. We notify you before you reach a limit, and you top up with prepaid packs on your own terms. There are no automatic overage fees.
How am I billed if I use Shopify?
If you installed Wismify from the Shopify App Store, your subscription is billed securely through Shopify Billing and appears on your Shopify invoice. Details here. Direct customers pay by card.
Can I change or cancel my plan?
Yes, anytime from Settings → Billing. Upgrades apply immediately; downgrades and cancellations take effect at the end of the current period, so you keep access until then. How to do it.
Which channels does Wismify support?
How do I connect my Gmail inbox?
Go to Settings → Channels → Add channel → Gmail and authorize with Google. We use official OAuth — your password is never stored. Step-by-step.
What is Alba?
Alba is Wismify’s AI voice agent. She answers phone calls — after hours, during overflow, or as a first responder — and can resolve questions or route the call. Meet Alba.
How does auto-resolution work?
The AI classifies each ticket and, for topics you’ve enabled where its confidence is high, sends an on-brand answer end to end. Everything else is drafted for a human. Learn more.
What is Cowriter?
Cowriter turns a few words into a complete, on-brand reply using the full conversation context. Review and send in seconds. How it works.
Is my data safe and GDPR-compliant?
Yes. Wismify acts as a Data Processor under GDPR Art. 28. Data is hosted in the EU (Frankfurt), encrypted in transit (TLS 1.3) and at rest (AES-256-GCM), with tenant isolation and audited access. Details.
Where is my data stored?
In the European Union — on Supabase (AWS eu-central-1) and Hetzner in Germany. Read more.
Can I get a DPA?
Yes. A Data Processing Agreement is provided at onboarding and available on request. Read it at wismify.com/dpa.html or see Request a DPA.
Who are your subprocessors?
A small, closed list including Supabase, Hetzner, Anthropic, OpenAI, ElevenLabs, Twilio, Stripe, and Google/Microsoft/Meta for connected channels. Full list.
How do I delete data?
Delete conversations or records in-app, or email privacy@wismify.com. We assist with data-subject rights within 3 business days. More.
How do I contact support?
Email support@wismify.com — we reply within one business day. See the contact page.