BotSpace Help Centre
Find practical guidance for setting up BotSpace, connecting customer channels, preparing business knowledge, managing enquiries, understanding monthly usage and resolving common problems.
BotSpace is an omnichannel enquiry platform that brings website chat, WhatsApp, Facebook Messenger and Instagram enquiries into one shared desk. Supported connections and functionality depend on the channel provider, account eligibility, plan and approved implementation.
Find the Right Help
Setting up my first workspace
Go to Getting Started
Understanding what counts as an enquiry
Go to Active Enquiry Billing
Comparing plan limits or add-on prices
Go to Pricing
Learning what the platform can do
Go to Platform
Using BotSpace for a travel business
Go to Travel Solution
Reporting an account or product problem
Go to Contact Support
Reporting a security concern
Go to Security
Asking about personal information
Go to Privacy
Start Here
New to BotSpace? Prepare your workspace and launch the Omnichannel Enquiry Desk by following these standard steps:
Using the Omnichannel Enquiry Desk
1. Connecting Customer Channels
BotSpace can bring supported website chat and connected messaging accounts into a shared workspace. Before connecting a channel, confirm that:
- You own or are authorized to manage the business account.
- The account meets the provider's eligibility requirements.
- Required administrator permissions are available.
- The account is not simultaneously connected elsewhere.
- Staff understand which conversations BotSpace will receive.
Provider approval, messaging windows, template rules and external charges remain subject to the relevant provider.
2. Preparing AI Knowledge
BotSpace can answer supported customer questions using approved business information like FAQs, service descriptions, and published policies.
Do Not Upload
Passwords, one-time codes, private keys, unrestricted API credentials, full payment-card details, or confidential information.
AI-generated answers should be tested before launch. High-risk info (prices, availability, refunds) should use a human or system-controlled process.
3. Capturing and Assigning
Collect structured info (name, interest, location, date). Keep enquiry forms short. Request only the information needed to understand and route the enquiry.
Assignments may be based on factors such as:
4. Human Handoff
A conversation should be transferred to staff when:
- The customer asks for a person.
- Approved knowledge doesn't support a reliable answer.
- The customer disputes or corrects information.
- The enquiry involves negotiation or an exception.
- Payment, booking or bank information requires verification.
Handoff preserves the customer's messages, captured details, channel and reason for escalation.
Billing & Monthly Usage
BotSpace plans primarily scale by Monthly Active Enquiries. A Monthly Active Enquiry is one distinct customer request that receives at least one qualifying customer-facing interaction during a billing month.
Counting Examples
| Activity | Enquiries Counted |
|---|---|
| A customer sends several messages about one request during the month | 1 |
| The same enquiry continues into the following month | 1 in each active month |
| One customer makes two separate requests | 2 |
| The same request arrives on two channels and is reliably merged | 1 |
| Staff handle the enquiry without an AI response | 1 |
| Internal testing, recognized spam or failed delivery | 0 |
Cross-channel activity can only be merged when BotSpace can reliably identify it as the same customer request.
Usage alerts should be provided before the workspace reaches its allowance. Additional usage must not be added silently.
Help With Travel Features
Travel companies can extend the Enquiry Desk with optional operational modules: Travel CRM, Quotation Studio, Booking Control, Supplier Tracking, Operational Dashboard, and Travel Workflow Packs.
Availability depends on the module's release status, plan and agreed scope. Workflows coordinate tasks, reminders, approvals and exceptions. They do not replace authoritative systems. AI may extract requirements and prepare drafts, but a responsible staff member should approve prices, bookings, and payments.
Explore BotSpace for Travel CompaniesTroubleshooting
Messages Not Appearing
- Check whether the correct business account is connected.
- Check the channel connection status.
- Confirm the provider account remains eligible and authorized.
- Send a new test enquiry from an external account.
- Record the test time, time zone and channel.
- Contact Support if the message still does not appear.
AI Gave Incorrect Answer
- Check if the correct info exists in an approved knowledge source.
- Confirm that the source is current and customer-facing.
- Identify the exact conversation and response.
- Correct or replace outdated source content.
- Test the question again.
- Escalate repeated or high-risk errors to Support.
Do not fix one wrong answer by adding conflicting instructions across multiple sources.
Staff Cannot See Enquiry
Check the following:
- • Workspace membership
- • Assigned role/permissions
- • Team/Department assignment
- • Conversation owner
- • Notification settings
- • Working hours config
Workflow Did Not Run
Check whether:
- • The workflow version is published & active.
- • The event matches the configured trigger.
- • All conditions were satisfied.
- • Required fields contained usable values.
- • An external integration returned an error.
Usage Appears Higher Than Expected
Review the billing month, channel activity, carried-over enquiries, separate customer requests, and manual staff handling. Use the billing guide before submitting a dispute.
Use BotSpace Safely
Never submit the following through chat, forms or uploads:
- Passwords or one-time passcodes.
- Private keys or unrestricted API credentials.
- Full payment-card information.
- Account-recovery codes.
- Unnecessary identity documents.
- Confidential customer records unrelated to the problem.
Changes to bank details, payments, and high-value transactions should be verified through approved human processes. BotSpace is not an emergency-response provider.
Contact Support
When guidance does not resolve a problem, contact Support. Provide:
- • Workspace identifier
- • Affected feature/channel
- • Date, time and time zone
- • Conversation/workflow ID
- • Expected vs actual outcome
- • Reproduction steps
Support contact: support@botspace.shop
Availability: Mon-Fri, 9am - 5pm NPT
Use the Security route for compromise, Privacy route for personal-info.
Help Centre Questions
What should I read first?
Start with the Getting Started guide. It covers workspace preparation, channels, knowledge, staff access, enquiry fields, testing and launch.
Does BotSpace support every WhatsApp or social-media account?
No. Connections depend on supported account types, administrator access, provider eligibility and provider rules.
Can BotSpace answer every customer question automatically?
No. BotSpace should answer questions supported by approved business knowledge. Unsupported, uncertain or sensitive enquiries should be transferred to staff.
Do staff-handled enquiries count toward monthly usage?
Yes. If a distinct customer request has a qualifying customer-facing interaction during the billing month, it counts whether handled by AI, automation or staff.
Are travel features included in every plan?
The Omnichannel Enquiry Desk is the base product. Travel CRM, quotation, booking, supplier tracking, reporting and advanced workflow packs are optional modules.
Does BotSpace replace my booking, accounting or payment system?
No. BotSpace can coordinate enquiries and workflows, but authoritative bookings, financial records and provider transactions should remain in approved systems of record.
Where can I report an urgent security issue?
Use the security contact route rather than ordinary product support. Do not include credentials or continue testing after identifying a possible vulnerability.