How can we help?

Under a minute. Copy the snippet from Settings → Install and paste it inside your site's <head>. On Shopify, install the app from the Shopify App Store and switch on the HelpBird app embed in the theme editor — no code.

Yes. Settings → Appearance has built-in color themes you can apply on any plan. On Basic and above you can set each of the seven colors yourself (header, header text, bubbles, bubble text, borders, page background, message area), save them as your own themes, add a chat wallpaper and write custom CSS.

Add your domains under Allowed domains in Settings → General, separated by commas. Each entry also covers its subdomains, so example.com allows www.example.com and shop.example.com. The install script then won't start the widget on other sites. It relies on the browser reporting the page address, so it stops casual copying of your snippet; it isn't a hard security boundary.

No — each account has one widget and one shared inbox. To keep different kinds of conversations apart, use tags, the inbox filters, and automation rules based on the page the visitor is on.

Yes. On phones the chat opens full-screen, and closing it returns to the chat bubble. Sending images and files, notifications and replies work the same as on desktop.

No. Visitors open the chat and type — no account, no sign-up. If you want a way to follow up, turn on Ask visitors for their email in Settings → Behavior: after their first message, visitors are asked for an email address (they can skip it). Your site can also pass a signed-in customer's name and email with HelpBird.identify().

Yes, two ways, on every plan. The chat greeting (Settings → Automation) is the message already waiting when a visitor opens the chat; it also pops up next to the chat bubble. The welcome message is sent after the visitor has been on the page for a set number of seconds — once per visitor, optionally only on pages whose address contains some text (e.g. /pricing), with an optional follow-up if they don't reply.

Yes, on Basic and above: Basic includes 2 teammates, Pro 10, Enterprise unlimited. Add them in Settings → Account settings → Teammates; each gets their own email and password. Switch on Allow teammates to log into the panel so they can sign in. Teammates reply in the shared inbox but can't change settings, billing or the account.

In an internal note (Basic and above), type @ and pick a teammate. They get a notification in the panel's bell and an email; clicking it opens the conversation. Visitors never see internal notes.

You can get an email the moment a visitor starts a conversation, have new conversations posted to a Slack channel, or turn on an email digest that batches new visitor messages on a schedule you set (at least 10 minutes apart) — all in Settings → Notifications. In the panel, the inbox plays a short sound when a visitor writes, and the bell shows when a teammate @mentions you.

Settings → Moderation has a banned-words list (matching words are replaced with asterisks) and an IP block list that takes single addresses or ranges like 203.0.113.0/24. Slow mode in Settings → Behavior makes each visitor wait between messages. From the inbox you can block a conversation and, optionally, the visitor's IP.

Yes. In a conversation's menu, choose Block visitor: the conversation ends and leaves your inbox, and you're offered the visitor's IP to block too. Blocking the conversation alone doesn't stop the same person from starting a new chat; the IP block does. Settings → Moderation lists blocked IPs and accepts ranges (IPv4 or IPv6). An IP block applies from their next message.

Yes (Basic and above). Pick one of 10 built-in patterns in Settings → Appearance, or paste the address of your own image. An overlay slider fades the wallpaper so messages stay readable.

Yes, on Basic and above. Settings → Appearance has a Custom CSS box that's added to the chat window, with stable hooks to target: .hb-header, .hb-messages, .hb-bubble and .hb-composer. For security, url() and @import are removed. You can also save your colors as named themes.

Yes, on Basic and above. The footer is removed automatically while your account is on Basic or higher (including the free trial) — there's nothing to switch on.

Yes, on Basic and above. Turn on auto-assignment in Settings → Behavior and each new conversation goes to the available teammate with the fewest open conversations (anyone marked Away is skipped). For more control, Automations rules can assign to a specific teammate based on page address, message text, tag or business hours. You can reassign any conversation from the inbox in one click.

Yes — webhooks on Pro plans and above. Configure a URL + shared secret and we'll POST signed JSON on message_posted and mention_received. New conversations can also be posted straight to a Slack channel from Settings → Notifications, on any plan. See docs →

Yes, on Pro and above. Turn on AI auto-reply in Settings → Automation and write what it should know (hours, shipping, returns, tone); it also reads your published Help Center articles. It answers visitor messages until a teammate replies, and when it isn't sure it tells the visitor a teammate will follow up. A daily reply cap (200 by default) keeps costs in check, and AI replies are marked in the inbox.

Every conversation keeps its full history — messages, internal notes, and events like assignments and closes — on every plan. The inbox search finds conversations by visitor name or message text, and you can filter by status, assignee, tag, unread or SLA. When we know a visitor's email, their earlier conversations are listed alongside.

Yes. Set a first-response target in Settings → Behavior (0 turns it off). Conversations waiting longer get an SLA badge, the Breaching SLA inbox filter lists them, and we send an alert by email (and Slack, if connected) when one breaches. Each conversation shows its first-response time, and Analytics (Pro) has the median.

On Pro and above, Analytics shows the last 7, 30 or 90 days: new and closed conversations per day, messages per day (visitor vs. agent), median and 90th-percentile first-reply time, CSAT average and distribution, a heatmap of when visitors write, and a per-agent table (assigned, closed, messages, CSAT).

For JPEG, PNG and WebP uploads we strip EXIF, XMP and embedded text (GPS, camera serial, capture timestamp) before anything is written to disk, so the copy your team sees is already scrubbed. Oversize files, and images whose declared dimensions look like a decompression bomb, are rejected. Pixel data is passed through untouched — we don't re-encode, so nothing is silently degraded.

Visitors don't have accounts, so there's nothing for them to delete themselves. If a visitor asks you to erase their data, write to us and we'll remove it. On Shopify, Shopify's customer-erasure requests are handled automatically: the shopper's name, email, IP address and browser details are removed from their conversations.

Yes. Settings → Account settings → Danger zone → Delete my account. It cancels your Stripe subscription (or Shopify charge) and immediately deletes your project, conversations, visitors, contacts, Help Center, automations, webhooks, themes and teammates; the widget stops loading. It can't be undone. Past invoices stay in Stripe. We keep a minimal deletion record: a one-way hash of your email, counts of what was removed, and the request's IP.

Yes. New accounts get 15 days with every Pro feature, no card required. When it ends, the chat keeps working on the Free plan, which doesn't expire; paid features switch off until you choose a plan. (On Shopify's free plan, new conversations are capped at 50 a month.) We never charge a card you didn't enter.

Yes. Upgrade, downgrade or cancel anytime from the Billing page. Changes take effect right away and are prorated: you pay the difference on an upgrade and get credit on a downgrade. Cancelling moves you to the Free plan immediately, and features your plan no longer includes switch off.

All major credit cards via Stripe. Shopify users are billed through Shopify directly. Invoices are available in Billing & invoices.

The chat keeps working on your site for 7 days while we email you (the day it fails, day 3 and day 6). Paid features pause as soon as the payment is overdue. If it's still unpaid after 7 days, the chat is switched off on your site until billing is fixed; your data and settings are kept. Update your card on the Billing page: we retry the charge right away and the chat comes back once it's paid.