Frequently Asked Questions

Wittify.AI is a no code/low code conversational AI platform that lets you build human-like text, voice or hybrid agents and deploy them across channels such as websites, mobile apps, WhatsApp, Messenger, Instagram, X (formerly Twitter) and telephony. Wittify automates customer support and sales with low-latency, omnichannel conversational AI. It is multilingual and supports 100+ languages and over 25 Arabic dialects, making it ideal for businesses in the MENA region and beyond.

Wittify serves start ups, SMEs, system integrators, enterprises, government entities and agencies. It helps businesses automate FAQs, qualify leads, schedule appointments, process multimedia and integrate with CRMs/booking tools.

Agents can: - Answer policy questions and FAQs. - Capture and qualify leads, including gathering name, phone and email. - Schedule appointments using integrations like Google Calendar or Calendly. - Handle support tickets (via ticketing systems like Zendesk or Salesforce integration). - Process voice notes, documents and images. - Integrate with CRMs, ERPs, booking tools and ticketing systems.

Wittify supports three modes: - Text Assistants: for websites, mobile apps, WhatsApp, Messenger, X, and Instagram. - Voice Assistants: for websites, mobile apps and telephony systems and services (for example: Twilio, SIP, Genesys, Avaya, Cisco, Bright Pattern…etc.). - Hybrid Assistants: combine text and voice.

Yes. Wittify’s Hybrid and multilingual models can handle code switching between languages (e.g., Arabic and English in the same sentence). You can also enable Auto Detect Language for voice agents so the assistant detects the caller’s language and responds accordingly.

Wittify is Arabic first; it supports over 25 Arabic dialects (e.g., Saudi Najdi, Hejazi, Egyptian, Syrian, Jordanian, Moroccan and Tunisian). Real time language detection allows the agent to switch between languages and dialects, ensuring localized and culturally nuanced responses.

Yes. There is a Sandbox (Free Plan) which lasts 14 days and includes 150 credits (about 10 minutes of voice or 150 text responses). It’s ideal for developers to test the platform via the web widget.

Wittify offers flexible plans for different needs. All plans use a credit system where 1 text response = 1 credit and 1 voice minute = 15 credits. Starter includes 2,000 credits/month, Scale includes 5,500 credits/month, Pro includes 15,000 credits/month, and Enterprise is custom with unlimited usage. Annual plans give 12 months of credits for the price of 10.

Monthly plans are billed every month and credits reset monthly. Annual plans are paid upfront for 10 months, give 2 months free, and provide all yearly credits at once.

Each AI text response consumes 1 credit, and each minute of voice interaction consumes 15 credits. Example: a 2-minute voice call with 5 text replies consumes 35 credits.

No. Monthly plan credits expire at the end of the billing cycle. Annual plan credits are valid for 12 months, and add-on credits do not expire while the subscription is active.

Your agent will stop responding unless you enable Auto-Recharge or purchase a Top-Up credit pack. Available packs include Small (1,000 credits), Medium (2,800 credits), and Large (9,000 credits).

Auto-Recharge automatically buys a Top-Up pack when your balance drops below a set threshold, ensuring your agent never goes offline.

No. Top-Up credits never expire as long as your subscription is active. If you cancel, add-on credits freeze for 30 days and are deleted if not reactivated.

Yes. White labeling is included in Pro and Enterprise plans. It is not included in lower plans but can be added for an extra monthly fee.

From your dashboard, go to Plans & Subscriptions, select Upgrade or Change Plan, choose the new tier, and complete payment. Downgrades apply in the next billing cycle.

Go to Plans & Subscriptions and choose Cancel Plan. Your plan remains active until the end of the billing cycle, and add-on credits freeze for 30 days.

Wittify accepts major credit and debit cards including Visa, Mastercard, and AMEX. Local payment methods may be available depending on your country.

Web / Mobile: Embed the agent with a script before the closing </body> tag; restrict domains via an Allowed Domains list. WhatsApp: Your AI agent can answer WhatsApp messages, capture name/phone/email, and route conversations to the Wittify Inbox. Connect via the Deployments tab by entering your WhatsApp Business API credentials. Messenger (Facebook): Integrate to reply to messages from connected Facebook pages, automate FAQs, and switch to manual human takeover. Connect via Deployments by selecting Messenger and granting permissions. Instagram DM: The AI responds to Instagram DMs, allows manual takeover and routes conversations to your Inbox. Connect via Deployments, select Instagram and authorize permissions such as viewing profile, managing comments/messages and publishing content. X (formerly Twitter): Wittify agent can manage Direct Messages on your X business account. Benefits include 24/7 automated DM responses, rapid lead qualification, consistent brand voice across channels and real time analytics on X interactions. Voice Telephony: Connect Voice agents to phone numbers using Twilio, Telnyx or SIP. The agent can handle inbound and outbound calls, with low latency speech and call routing to humans when needed. Hybrid Agents: are for mainly web/mobile apps; but they can be deployed to social channels and WhatsApp.

Yes. You can embed the web widget via a web view or use Wittify’s mobile SDK. Custom embedding is also supported for advanced use cases.

In the Deployment settings for each assistant, use the Deactivate toggle to temporarily disable the widget or integration. Reactivating restores all settings.

Yes. You can purchase numbers through Wittify or use your existing number via Twilio/Telnyx/SIP integration.

Lead Data Collection / Ticketing: Gather name/email/phone and the user intent in real time. WhatsApp Campaign Sending: Send bulk messages and handle replies. CRMs: Integrate with Salesforce or Zendesk to push leads and tickets. Booking tools: Integrate with Google Calendar, Calendly, and Cal for automatic scheduling. Telephony: Connect Twilio, Telnyx, SIP providers. Custom Integrations: via MCP/SIP configurations or custom APIs, Webhooks (Enterprise feature).

You can upload your knowledge sources directly to the "Brain" of the agent: - Documents: PDF, Word docs, TXT, or CSV files (e.g., Company profile, HR policies). - Website Crawling: Enter URLs to scrape the content (e.g. documentation, help centres, product pages). - Q&A List: Manually add specific Question-Answer pairs. - Web Search: You can also use the web search tool to get real time information.

The System Prompt defines your agent’s identity. Include the role/goal (e.g., support, sales), tone/style, language/dialect, conversation style, boundaries (e.g., avoid legal advice) and compliance requirements. Precise instructions lead to predictable behaviour; use pre built templates as a starting point and customize them to your brand.

Accuracy and relevance are critical; avoid outdated pages. Conciseness: For voice agents, keep answers short for comfortable listening. Structure: Use clear language to avoid ambiguity. Frequency: Review and update at least monthly. Use curated FAQs for fixed policies such as pricing, shipping and legal statements.

You can adjust the "Temperature" setting. For customer support, we recommend a low temperature (0.0 - 0.2), which forces the AI to stick strictly to your uploaded Knowledge Base. This will reduce hallucination, but we cannot say that this will prevent it completely. Risk is still there, and you should inform your users about it, and ask them to check important information.

Yes. Wittify’s Human Takeover feature lets you pause the AI for a specific conversation and respond personally. You can enable it in the Inbox for Messenger, WhatsApp or Instagram conversations.

Yes. Our Voice Agents support "Barge-In" technology. If a customer interrupts or starts speaking while the agent is talking, the AI instantly stops, listens, and adjusts its response. This creates a natural, non-robotic conversation flow.

You can customize: - Auto Detect Language: Automatically detect the caller’s language/dialect and respond appropriately. - Allow Interruption: To enable or disable barge in. - End Call on Silence: Time to wait before ending a call when no one speaks. - Max Call Length: Cap the conversation duration. - Min Speech Duration/Min Silence Duration: Filter out background noise and set pause thresholds. Pro tips: shorter silence thresholds yield snappier responses but increase the chance of talking over the user; longer silence thresholds are more forgiving.

We utilize advanced Noise Cancellation and Dialect-Specific ASR models. Whether your customer is calling from a noisy street or speaking in a strong regional dialect, the agent is trained to filter noise and understand the intent accurately.

Yes. You can use our BYOC (Bring Your Own Carrier) feature to connect your number to your agent using SIP Trunk.

The agent can automatically reply to incoming WhatsApp messages and capture user details. You can manually take over any conversation. To connect, go to Deployments → WhatsApp, enter your WhatsApp Business API credentials and authorize. Make sure your number is approved and registered on WhatsApp Business. Important: removing the WhatsApp number from Integrations disables takeover control; reconnecting treats it as a new integration.

No, it is enough to have a WhatsApp business account. However, to launch a public-facing Official WhatsApp Business Agent, and initiate messages, you must have a verified Meta Business Manager account.

For WhatsApp, proactive outbound messages require Template Messages approved by Meta. Once approved, your agent can send these automatically. For X, outbound messages must follow X policies; typically, the agent can send DMs in response to public mentions or user initiated conversations.

Yes, via Template Messages. According to Meta’s policy, you must submit a template (e.g., "Your appointment is confirmed") for approval. Once approved, your AI agent can trigger these messages automatically.

Meta allows the AI to reply freely for 24 hours after a user messages you. After that window closes, you can only re-engage the user by sending an approved Template Message. Wittify manages this timer automatically.

The agent can reply instantly to messages from your Facebook pages, automate FAQs and capture leads. You can manually take over a conversation through the Inbox. To connect, go to Deployments → Messenger, log into Facebook and authorize the selected pages.

The agent responds automatically to Instagram DMs and allows manual takeover. Connect via Deployments → Instagram, choose the account and grant permissions to view profile, manage comments/messages, publish content and access insights. Use the Human Takeover icon in the Inbox to pause/resume the AI for specific chats.

Seamless omnichannel support: your trained agent can manage Direct Messages on your X business account. 24/7 real time social support: Instant, accurate replies to DM inquiries, reducing manual workload. Rapid lead qualification: The agent can DM users who tweet questions, qualify their needs and add them to your CRM. Unified brand voice: Responses use the same knowledge base as other channels, ensuring consistent tone. Advanced analytics: Real time data on conversation volume, common complaints and sentiment to inform your social strategy. To deploy, open your Wittify Dashboard → Integrations → select the X icon, authorize your business handle and toggle the agent for DMs and/or mentions.

Meta allows freeform replies within 24 hours after a user messages you. After that, you may only re engage using approved templates. Wittify automatically manages this timer.

Sandbox: Web Widget (Testing only). Starter, Scale: Web Widget, WhatsApp, Social Platforms, and SIP Telephony. Pro / Enterprise: All of the above plus Mobile Apps and custom integrations.

Yes! We offer a one-time Agent Setup Service. Our engineers will support you to onboard and deploy your agent.

Yes. This is an Enterprise-only feature. We provide a containerized version of the platform (Docker/Kubernetes) that can be deployed in your private data center with no internet connection.

Yes. From Deployment, copy the snippet and paste it just before the closing </body> tag on your site. Use the Allowed Domains list to restrict where the widget can load. You can deactivate and reactivate the widget at any time.

You can embed the web widget via web views in iOS and Android apps, or use Wittify’s mobile SDK. Custom embedding is also supported.

Yes. Enterprise plans offer full API access, including Webhooks and custom functions. You can integrate Wittify with your systems or build custom workflows via Model Context Protocol (MCP) and SIP configurations.

You can create separate projects or agents under one account. Each agent has its own knowledge base, phone number and analytics. This ensures client data remains isolated, a useful feature for agencies and large organizations.

Yes. You can deploy to limited domains, a staging site or a closed WhatsApp group before going live.

Yes. Wittify can connect with any e-commerce, for example Wittify provides ready made connector to Shopify. Also you can connect your agent to any platform using our Model Context Protocol (MCP) integration layer. MCP allows your AI agent to access store data, manage orders, check inventory, track deliveries, or even recommend products in real time.

Once connected, your Wittify Agent can: - Retrieve and display product details (price, stock, description). - Track orders and update customers automatically. - Process return and refund requests. - Integrate with your payment and fulfillment systems.

Absolutely. Agents understand 100+ languages and 25+ Arabic dialects, allowing them to support your global or GCC customers seamlessly in their local language.

Yes. Wittify supports real-time escalation and human takeover. At any point, the AI can route the conversation, whether voice or text, to a live human agent in your Wittify account (as a sub-user), or in your contact-center dashboard or CRM.

You can define triggers, such as user frustration, repeated unanswered questions, or specific keywords (like “talk to an agent”), to automatically escalate the chat. Humans can also take over manually at any time through the Wittify Inbox.

Yes. You can customize transition messages such as “Please hold, connecting you to a live representative.” The user experience remains smooth and transparent.

Yes. Wittify provides an advanced Quality Assurance (QA) & Analytics module for contact centers. It connects directly with any call-center or VoIP platform through SIP, MCP, or API.

We analyze 100% of your recorded calls, not just random samples. Each call is transcribed, classified, and scored using Wittify’s AI models. The system generates a quality scorecard that measures accuracy, empathy, compliance, and resolution quality. You can customize scorecards per department, language, or campaign.

Agent-level reports: show strengths, weaknesses, and trends for every agent. Team dashboards: summarize KPIs like average handling time (AHT), customer sentiment, silence ratio, and script adherence. Call-center-wide insights: highlight recurring issues, bottlenecks, and training opportunities.

Any. We integrate with Genesys, Avaya, Bright Pattern, Talkdesk, Five9, Freshdesk, and any SIP-enabled system. Our goal is to make your QA 100% automated, transparent, and measurable.

The Co-Pilot is an AI assistant designed to support your human agents instead of replacing them. It listens, suggests responses, retrieves data, and helps humans answer faster and more accurately.

Suggests the best next response based on context. Retrieves relevant knowledge-base articles instantly. Auto-fills forms and CRM fields. Reduces Average Handling Time (AHT) while improving accuracy and consistency.

Yes. It integrates with your CRM, chat, or telephony interface (Salesforce, Zendesk, Talkdesk, etc.) through MCP or browser extensions. The AI runs silently beside the agent, guiding them in real time.

Absolutely. Wittify provides enterprise-grade Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) models for all major languages and Arabic dialects.

ASR: Convert voice calls, recordings, or live streams into text for analytics, transcription, or intent detection. TTS: Convert text responses into natural, human-sounding speech for voice agents, IVR systems, or virtual assistants. Voice cloning: Create custom brand voices for specific industries (optional feature).

No. You can use them as standalone APIs for other applications, voice bots, customer-service IVRs, accessibility tools, e-learning, or any voice-driven interface.

Contact sales@wittify.ai to discuss your specific use case. Our team will recommend the best ASR/TTS configuration for your required languages, latency needs, and deployment model (cloud or on-premise).

Yes! Partners can manage multiple clients, we recommend contacting our Sales Team for an Agency Partnership to manage sub-accounts.

Yes. You can create multiple "Agents" under one account. Each agent has its own separate Knowledge Base, Phone Number, and Analytics, ensuring client data never mixes.

We accept major credit and debit cards (Visa, Mastercard, AMEX) for all regions. Local payment methods may be available depending on your specific country.

Wittify subscriptions and credit purchases are non-refundable once activated, as resources are provisioned immediately to your account (infrastructure, channels, and credits). However, if you experience a technical issue or accidental renewal, our support team will gladly review it on a case-by-case basis. Refunds may be issued only in exceptional cases where: The subscription was renewed unintentionally and no credits were used, or There was a verified technical error on Wittify’s side during billing. You can contact support@wittify.ai within 7 days of the charge to request a review. If approved, refunds are processed back to the original payment method within 5–10 business days.

In Plans & Subscriptions, select Manage Payment Method to add or update your card.

Your credit will remain until the end of the subscription period. For top-ups (Add-Ons) credit will freeze for 30 days after the end of the subscription period, and you can reactivate within 30 days to restore credits; after that, the wallet is deleted.

You can cancel at any time from your dashboard. Effect: Your plan remains active until the end of the billing cycle. Top-up Freezing: Upon cancellation, your credit wallet (Add-Ons) freezes for 30 days. If you reactivate within 30 days, you recover your credits. After 30 days, the wallet is deleted.

Free (Sandbox): Documentation and AI based assistance. Starter: Email support with 48 hour response. Scale: Email support with 24 hour response. Pro: Virtual meetings and 12 hour response. Enterprise: Dedicated Account Manager and SLA priority support.

Yes. Wittify provides a one time Agent Setup Service where engineers help you onboard and deploy your agent. This is included in the Pro Plan and can be purchased separately.

For unlimited credits, custom contracts, and government/banking compliance needs, please contact our Enterprise team directly via the contact form on our website or email sales@wittify.ai.