Question 1

How do I get started with Aether AI Support?

Accepted Answer

Getting started is easy! 1) Sign up for an account at aetherai.support, 2) Create your first app in the dashboard, 3) Add the widget script to your website, 4) Populate your knowledge base. Check our Getting Started Guide for a detailed walkthrough.

Question 2

How long does setup take?

Accepted Answer

Most users complete the basic setup in under 15 minutes. This includes creating an account, adding the widget to your site, and crawling your docs for the knowledge base. Advanced customization may take additional time.

Question 3

Do I need coding skills to use Aether?

Accepted Answer

Not at all! The basic widget installation just requires pasting a script tag into your website. For more advanced integrations, we provide SDKs for JavaScript/TypeScript and Python, plus detailed documentation.

Question 4

Can I try Aether for free?

Accepted Answer

Yes! We offer a free Starter plan that includes basic features, 100 tickets/month, and 1 app. This is perfect for small projects or testing. You can upgrade anytime as your needs grow.

Question 5

How do I customize the widget colors?

Accepted Answer

You can customize colors using data attributes on the script tag (data-primary-color="#8B5CF6") or through the dashboard under App Settings → Widget Customization. You can also use custom CSS for advanced styling.

Question 6

Can I change the widget position?

Accepted Answer

Yes! Use the data-position attribute with values: bottom-right (default), bottom-left, top-right, or top-left. You can also set this in the dashboard.

Question 7

How do I identify logged-in users?

Accepted Answer

Pass user information via data attributes: data-user-id, data-user-email, data-user-name. This links conversations to specific users and pre-fills their info. With the SDK, use the identify() method.

Question 8

Can I hide the widget on certain pages?

Accepted Answer

Yes! Only include the widget script on pages where you want it to appear. Alternatively, use JavaScript to conditionally load the widget based on the current URL or user state.

Question 9

Does the widget work on mobile?

Accepted Answer

Absolutely! The widget is fully responsive and optimized for mobile devices. It adapts to different screen sizes and provides a native-like chat experience on phones and tablets.

Question 10

What's the difference between the AI Chat Widget and the Ticket Portal?

Accepted Answer

The AI Chat Widget is a floating chat bubble that provides instant AI-powered answers 24/7 - perfect for quick questions. The Ticket Portal is for creating and tracking support tickets when issues need human follow-up. We recommend using both: the widget for instant help, and the portal for complex issues.

Question 11

How do I add the AI Chat Widget to my website?

Accepted Answer

Add this script before : . Find your App ID and company slug in Settings → Portal & Branding. No framework required - works on any website.

Question 12

How do I identify logged-in users in the AI Chat Widget?

Accepted Answer

Add data attributes to the widget script: data-user-id="user123" data-user-email="user@example.com" data-user-name="John Doe". This lets the AI greet users by name and create tickets without asking for their email. For SPAs, use window.AetherSupport.identify({ id, email, name }) after login.

Question 13

Can the AI widget greet users by name?

Accepted Answer

Yes! When you identify users via data attributes or window.AetherSupport.identify(), the widget automatically personalizes the welcome message. Your welcome message can also use template variables like {{name}}, {{firstName}}, or {{fullName}} for custom greetings.

Question 14

How can I make my support portal match my website's branding?

Accepted Answer

You have two options: 1) Use our hosted portal and customize it via Settings → Portal & Branding (set logo, colors, fonts, header image, footer text, and custom CSS), or 2) Embed our SDK into your own site using the AetherSupportPortal React component, which will inherit your site's header and footer.

Question 15

What's the difference between the hosted portal and the embedded SDK?

Accepted Answer

The hosted portal is a fully-managed support page on our platform - no coding required. The embedded SDK lets you embed the ticket portal directly into your React/Next.js website, using your own header/footer. Both share the same theming options for colors, fonts, and styling.

Question 16

Can I add my company logo to the support portal?

Accepted Answer

Yes! Go to Settings → Portal & Branding and enter your Company Logo URL. We recommend using a PNG or SVG image at least 200px wide. You can also add a header banner image for more prominent branding.

Question 17

How do I embed the Ticket Portal in my React app?

Accepted Answer

Install with 'npm i @iamdamnsam/aether-support', then use: import { AetherSupportPortal } from '@iamdamnsam/aether-support/react'; and render <AetherSupportPortal companySlug="your-company" />. If using CSP, add https://aether-support-api-1000644784414.us-central1.run.app to connect-src.

Question 18

Can I use custom CSS to style the portal?

Accepted Answer

Yes! In Settings → Portal & Branding, you'll find a Custom CSS field. Use CSS classes like .portal-header, .portal-button, and .portal-card to customize specific elements. This works for both hosted and embedded portals.

Question 19

How does the AI learn from my content?

Accepted Answer

When you add documents or crawl your website, we create embeddings (numerical representations) of your content. When a customer asks a question, we find the most relevant content and use it to generate accurate, contextual responses.

Question 20

What content should I add to the knowledge base?

Accepted Answer

Add FAQs, product documentation, pricing info, policies (shipping, returns, privacy), tutorials, and any information customers commonly ask about. The more comprehensive your content, the better the AI responses.

Question 21

How do I crawl my website?

Accepted Answer

Go to Knowledge Base → Crawl Website. Enter your documentation or help center URL, set the crawl depth, and click Start. We'll automatically extract and index the content. You can also specify URL patterns to include or exclude.

Question 22

Can I edit crawled content?

Accepted Answer

Yes! After crawling, all content appears as documents in your knowledge base. You can edit titles, content, categories, and metadata. You can also delete irrelevant pages.

Question 23

How often should I update my knowledge base?

Accepted Answer

Update your knowledge base whenever your products, policies, or documentation change. You can re-crawl your website periodically or manually update specific documents. Keeping content current ensures accurate AI responses.

Question 24

How do tickets get created?

Accepted Answer

Tickets are created when: 1) A customer submits one through the widget, 2) The AI escalates a conversation it can't handle, 3) You create one manually in the dashboard, or 4) Through the API/SDK programmatically.

Question 25

What ticket statuses are available?

Accepted Answer

Tickets have four statuses: Open (new, needs attention), In Progress (being worked on), Pending (waiting for customer response), and Resolved (completed). You can customize these in Enterprise plans.

Question 26

How do I get notified of new tickets?

Accepted Answer

Configure notifications under Settings → Notifications. Options include email notifications, webhook integrations (Slack, Discord, etc.), and browser notifications. You can set rules based on priority or source.

Question 27

Can multiple team members handle tickets?

Accepted Answer

Yes! Invite team members under Settings → Team. You can assign tickets to specific agents, set up round-robin assignment, and track who's handling what. Team features are available on Pro and Enterprise plans.

Question 28

How does the AI Copilot help with tickets?

Accepted Answer

The AI Copilot suggests replies based on your knowledge base and ticket history. Click 'Suggest Reply' on any ticket to get AI-generated response options. You can edit suggestions before sending or use them as-is.

Question 29

What plans are available?

Accepted Answer

We offer Starter (free), Pro ($49/month), and Enterprise (custom pricing). Each tier includes more tickets, apps, team members, and features. See our Pricing page for details.

Question 30

What happens if I exceed my ticket limit?

Accepted Answer

You'll receive warnings as you approach your limit. Once reached, new tickets can still be created, but AI features may be limited. We recommend upgrading your plan or purchasing additional ticket capacity.

Question 31

Can I change plans anytime?

Accepted Answer

Yes! Upgrade or downgrade at any time. When upgrading, you get immediate access to new features and we pro-rate the charge. When downgrading, changes take effect at the next billing cycle.

Question 32

Do you offer annual billing?

Accepted Answer

Yes, annual billing is available with a 20% discount compared to monthly billing. Contact sales@aetherai.support to set up annual billing.

Question 33

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and bank transfers for Enterprise customers. All payments are processed securely through Stripe.

Question 34

What SDKs are available?

Accepted Answer

We offer official SDKs for JavaScript/TypeScript (npm: @iamdamnsam/aether-support) and Python (pip: aether-support). Both provide full API access, React components (JS), and webhook utilities.

Question 35

How do I authenticate API requests?

Accepted Answer

Include your API key in the Authorization header: 'Authorization: Bearer your_api_key'. Use your public key (pk_xxx) for client-side requests and secret key (sk_xxx) for server-side operations.

Question 36

What are the API rate limits?

Accepted Answer

Rate limits depend on your plan: Starter (100 req/min), Pro (1000 req/min), Enterprise (custom). Rate limit headers are included in every response. If you need higher limits, contact support.

Question 37

Is there a webhook system?

Accepted Answer

Yes! Configure webhooks to receive real-time notifications for events like new tickets, status changes, and messages. Go to Settings → Webhooks to set up endpoints and choose which events to receive.

Question 38

Where can I find API documentation?

Accepted Answer

Full API documentation is available at /docs with an interactive Swagger UI. You can test endpoints directly in the browser. We also provide OpenAPI/Swagger JSON at /openapi.json.

Question 39

The widget isn't appearing on my site

Accepted Answer

Check that: 1) The script tag is placed before , 2) Your API key and App ID are correct, 3) There are no JavaScript errors in the console, 4) The domain is whitelisted in your app settings (if enabled).

Question 40

The AI gives wrong or irrelevant answers

Accepted Answer

Improve AI accuracy by: 1) Adding more relevant content to your knowledge base, 2) Being specific with document titles and keywords, 3) Removing outdated or incorrect content, 4) Using the feedback system to mark poor responses.

Question 41

I'm not receiving email notifications

Accepted Answer

Check that: 1) Notifications are enabled in Settings, 2) Your email address is verified, 3) Emails aren't going to spam, 4) Notification rules are configured correctly. Add no-reply@aetherai.support to your contacts.

Question 42

Website crawling isn't working

Accepted Answer

Possible issues: 1) The site may block bots (check robots.txt), 2) Pages require authentication, 3) Content is loaded via JavaScript (we support limited JS rendering), 4) The URL pattern is too restrictive. Try crawling a smaller section first.

Question 43

How do I contact support?

Accepted Answer

For technical issues, email support@aetherai.support or use the support widget on our dashboard. Enterprise customers have access to priority support with dedicated account managers. We typically respond within 24 hours.

Question 44

What are Proactive Support Triggers?

Accepted Answer

Proactive triggers are automated actions that fire when specific events occur. Instead of waiting for customers to reach out, you can automatically welcome new users, follow up on stale tickets, send CSAT surveys after resolution, and more. Configure them in Settings → Triggers.

Question 45

What events can trigger automated actions?

Accepted Answer

Available trigger events include: new ticket created, ticket status changed, ticket assigned, customer reply received, ticket idle for X days, SLA at risk or breached, ticket resolved, and custom webhook events from your application.

Question 46

What actions can triggers perform?

Accepted Answer

Triggers can: send emails to customers, send internal notifications (email, Slack, Discord), create follow-up tickets, update ticket priority or status, add internal notes, call custom webhooks, and send CSAT surveys.

Question 47

How do I set up a welcome email trigger?

Accepted Answer

1) Go to Settings → Triggers, 2) Click 'New Trigger', 3) Select event: 'Ticket Created', 4) Set action: 'Send Email', 5) Choose your welcome email template, 6) Save. New customers will automatically receive your welcome message.

Question 48

Can I send Slack notifications when tickets are created?

Accepted Answer

Yes! Create a trigger with event 'Ticket Created' (optionally filter by priority), action 'Webhook Notification', and select Slack. You'll need to configure your Slack webhook URL in Settings → Notifications first.

Question 49

How do I automatically follow up on stale tickets?

Accepted Answer

Create a trigger with event 'Ticket Idle', set the idle period (e.g., 3 days), and action 'Send Email' with a friendly reminder template. This ensures customers waiting on a response don't fall through the cracks.

Question 50

Can I send CSAT surveys automatically?

Accepted Answer

Yes! Create a trigger with event 'Ticket Resolved' and action 'Send CSAT Survey'. You can optionally add a delay (e.g., 24 hours after resolution) to give customers time to verify the issue is truly resolved before requesting feedback.

Question 51

Are triggers available on all plans?

Accepted Answer

Basic triggers (email notifications, webhook alerts) are available on Pro plans. Advanced triggers (conditional logic, multiple actions, custom webhooks) are available on Business and Enterprise plans.

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