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Questions about Aura
Short answers to what people ask most often. Each links to the page with the details.
Getting started
What is OneInfer Aura?
Aura is an AI chatbot for your website. It answers visitors from your own pages, shows you who is on your site right now, brings your team in when someone needs a person, and measures how visitors use each page, with heatmaps, journeys and conversions. See How Aura works.
Do I need an AI API key?
No. Aura sets up AI access in your OneInfer account when you create your first bot. You can bring your own OneInfer key instead, in Settings, under AI and billing.
Which websites does it work on?
Any site where you can add a script tag, including WordPress, Shopify, Webflow and single-page apps. See Add the chat to your site.
Can I try it before it's public?
Yes. The chat appears only on the websites you allow, so add your staging site first, or keep a test bot in the Development environment.
The bot
What happens when the bot doesn't know?
It says so, in your words, and offers a person. When nobody is online, the visitor leaves an email and your reply reaches them there. See Handoff and opening hours.
Can it answer only from my content?
Yes. Set the answer scope to Knowledge only, on the bot's Knowledge step. When nothing in your knowledge fits, it sends your fallback message instead of answering.
Does it answer in other languages?
Yes. Turn on "Answer in the visitor's language, knowing where they are", and it answers in the language the visitor writes in.
Can visitors talk to the bot?
Yes. Turn on voice in the bot's Model step: visitors can speak their questions and hear answers, or call the bot from the chat. See Voice and calls.
Your team
How does my team know someone needs them?
Alerts appear in Aura, with a sound and desktop notification if each person wants them, and urgent ones can also go to Slack, Microsoft Teams or by email. See Notifications.
Does Aura replace our help desk?
No. Aura keeps a light ticket on each chat that reaches your team: a status, an assignee, a priority and tags. To work tickets in Zendesk, Freshdesk, Jira, ServiceNow or HubSpot, send them there with a webhook.
Do teammates cost extra?
No. There's no fee per seat. Everyone in your OneInfer organisation shares the workspace, and what they can do follows their role.
Pricing
What does it cost?
Each bot is $1 a month while it's on. You pay 2¢ for each conversation the AI answers, plus the AI's own cost, which depends on the model you choose. In all, that's about $21 to $38 for 1,000 conversations, and about $25 on the model we recommend. See Pricing and billing.
What counts as a conversation?
One chat in which the AI answered your visitor at least once. A long back-and-forth still counts as one. Chats only your team answered are free.
What if I delete a bot?
What's left of its month goes to your next bot. To take a bot off your site for a while, pause it instead: a paused bot costs nothing.
Privacy and data
What do you keep about visitors?
Pages, rough location and device, for 30 days. Chats, for 12 months. IP addresses aren't kept, and you can delete a visitor at any time. See Privacy.
Does the chat use cookies?
No, Aura doesn't set cookies. Nothing at all is stored in a visitor's browser until they send their first message, unless you turn on "Recognise returning visitors", which keeps a random id in the browser's local storage.
Why doesn't my page show in the heatmap?
Your site may not allow other sites to show it in a frame. Remove X-Frame-Options and allow https://aura.oneinfer.ai in your Content-Security-Policy's frame-ancestors. "Open on your site" works either way. See Page reports and heatmaps.