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Chatonio

Chatonio Help Center

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Getting StartedLearn the basics of setting up and using Chatonio6 articlesChannels & IntegrationsSet up Telegram bots, web chat widgets, email, and third-party integrations6 articlesAI & AutomationConfigure AI responses, escalation rules, and automated workflows3 articlesInsights & EngagementWebsite analytics, live visitors, traffic sources and UTM tracking, proactive chat, conversion goals and team performance8 articlesTeam & SchedulingManage operators, roles, shift schedules, and availability1 articleKnowledge Base & HelpdeskBuild your public knowledge base, FAQ, and client helpdesk portal6 articlesBilling & PlansSubscription plans, AI usage billing, wallet management2 articlesIntegrationsConnect Chatonio to your APIs and external sites so the AI can answer real questions with real data.3 articlesChatonio APIIntegrate Chatonio with your own systems — REST API and webhooks.8 articlesMarketing & OutreachEmail campaigns, Telegram broadcasts, and collecting visitor contacts3 articlesLegalPolicies and legal information.3 articles

Popular Articles

  1. 01Privacy PolicyHow the Chatonio operator apps collect, use, and protect your information.
  2. 02Terms of ServiceThe terms that govern your use of Chatonio.
  3. 03Cookie PolicyHow Chatonio uses cookies and local storage on our website, and the choices you have.
  4. 04Install the Chatonio App on Mobile (iOS & Android)Get Chatonio on your iPhone or iPad from the App Store, or add it to your Android home screen straight from your browser — set up in under a minute.
  5. 05What is Chatonio?An overview of Chatonio — the AI-first customer support platform.

Frequently Asked

View all FAQ
Can I control which AI model handles my conversations?
Chatonio's AI is fully managed — there's nothing to install, host, or connect. Within each project you can weight a higher-quality model for customer responses and a lighter, lower-cost one for background tasks like summaries and escalation checks, and override that per channel. You can also pick an optional vision model so the AI can read images customers send — screenshots, receipts, photos; it's off by default and analyzes images only when you set it.
How does escalation to a human work?
The AI monitors conversations for escalation signals (keywords or detected frustration). When triggered, the conversation is flagged, operators get notified, and the first available operator can claim it. The AI keeps responding until an operator takes over.
What happens when no operators are available?
The AI continues handling the conversation. If the conversation was escalated, it stays in the Escalating state and operators will see it when they come online. Inactive AI-only conversations are auto-closed after a configurable timeout.