FAQ
Questions about the helpdesk, prices, and the trial
Last updated 2026-10-09. More detail lives in docs, pricing, and security.
Pricing
- Do I pay per seat?
- No. You pay for a workspace. Starter is US$49/mo (3 seats). Growth is US$129/mo (10 seats). Scale is US$399/mo (25+ seats).
- What is yearly billing?
- Ten months at the monthly rate (two months free): US$490/yr / US$1,290/yr / US$3,990/yr charged once a year.
- What's included in the trial?
- Five days of the inbox, live chat widget, help center, and form. Then public channels pause until the owner subscribes.
- Is Slack on Starter?
- No. Slack is Growth and Scale only.
- Are prices USD?
- Yes. US dollars.
AI
- How does the AI work?
- It answers only from published help articles, or it uses your handoff line. You can leave it off, always on, or after hours.
- What if we use all the AI replies?
- The assistant pauses. People continue. There is no extra charge per answer.
- Do visitors see an AI label?
- Workspace owners and admins choose whether visitors see an assistant label. Staff can see which replies the assistant wrote.
- Can I limit which articles it uses?
- Yes. Categories you check in Bot settings are an allowlist. If none are checked, it may use all published articles.
Channels
- Is live chat separate from tickets?
- No. A widget conversation is a numbered ticket in the shared inbox.
- Is inbound email on every plan?
- Yes. slug@inbound.xupport.io. Custom From/receive host is optional.
- How do customers see their tickets?
- A signed link in outbound email. They can request a fresh 14-day link. No customer accounts.
- Which integrations exist?
- Slack (Growth and Scale), inbound email, and the public API plus signed webhooks on every plan. No WhatsApp, Instagram, or X/Twitter channel.
Trial and start
- Can I try it?
- Yes. Create a workspace at /start. Five days, then public channels pause until the owner subscribes.
- Who can subscribe?
- Only the workspace owner, on Billing.
- Does data stay if we do not subscribe on day five?
- The workspace waits. Public channels pause. Your data stays put.
Security and data
- Can another customer see our tickets?
- No. Each workspace sits behind PostgreSQL row-level security, and it stays on.
- How do people sign in?
- Email and password, or Google. Optional TOTP. Sessions can be revoked. There is no SAML.
- Where is the company?
- VectraForge, Singapore. Contact hello@xupport.io.
- Is the public API on Starter?
- Yes. Bearer org tokens and signed webhooks on every plan.
Start a 5-day trial
Inbox, live chat widget, help center, and form. Public channels pause after five days until the owner subscribes.
Start a 5-day trialSee pricing