The QuackChat Help Center: Every Setting, Answer, and Fix in One Place

You can sign up with Google or with an email address and password. If you use email and password, you'll get a verification email. Click the link to confirm your address, then log in. There's nothing to install and no developer needed; QuackChat works alongside WordPress, Wix, Squarespace, Shopify and almost any website builder. Most clinics are set up in under five minutes.

First check your spam or junk folder, and confirm you signed up with the address you're checking. You can request a fresh link from the "verify your email" screen. The resend option is right there. If it still doesn't arrive, contact support and we'll sort it out.

Use the Forgot password link on the login page. We'll email you a reset link that is time-limited and single-use, so if it expires just request another. If you originally signed up with Google, you don't have a password at all. Just choose Sign in with Google instead.

Your API key lives in your account settings inside the app. It's there if you want to connect QuackChat to your own tools programmatically. Treat it like a password (anyone with it can act as your account), and you can regenerate it if you think it's been exposed.

Sessions are designed to refresh in the background, so normal use shouldn't log you out. If it keeps happening, it's usually a browser blocking cookies. Allow cookies for the QuackChat site and ease off any aggressive privacy/tracking blockers, then log in again to get a fresh session.

Disconnecting an integration destroys its stored credentials and its activity records. Conversation transcripts belong to your account rather than to the integration, so they follow the published retention schedule instead. For a full account deletion, to erase all conversation history at once, or for a formal data-subject request, contact support. We support data-subject access requests and can provide a data processing agreement.

You give QuackChat your website address and it reads your pages (your services, team, fees, hours and policies), and indexes them so it can answer from them. Most clinic sites are fully learned in under five minutes; larger sites with lots of pages can take ten to fifteen, and you can watch the progress from your dashboard.

That depends on your plan. The number of pages crawled is 10 on Free, 100 on Starter, 300 on Pro and Managed, and 2,000 on Enterprise. Crawl depth (how many links deep it follows from your starting page) is 1, 3, 4 and 5 respectively. Separately, there's a monthly page-ingestion allowance (10 / 200 / 1,000 / unlimited pages per month) that covers re-crawls and document pages added during the month.

Yes. You can set include and exclude path rules so the crawler only reads the sections you want (for example, your services and fees pages), and skips the parts you don't.

Re-ingest the affected content. From your Knowledge / Indexed pages view you can refresh a single page or re-ingest everything. QuackChat re-reads the page and rebuilds its index from the current version. Do this whenever you change your fees, hours, services or policies on your website.

Yes. You can upload PDF, DOCX, PPTX, XLSX and TXT files, which are handy for a fee schedule or policy document that isn't on your public site. The number of documents and the maximum file size depend on your plan: 1 document / 5 MB on Free, 5 / 25 MB on Starter, 25 / 100 MB on Pro and Managed, and 999 / 500 MB on Enterprise.

Yes. A quick first pass makes your bot answerable within minutes, and the rest of your site keeps indexing in the background. You don't have to wait for a large site to finish before going live.

These are the starter prompts patients can tap to begin a chat. They can be generated automatically from your content, or you can write your own list so the bot leads with exactly the questions you want to surface.

QuackChat answers only from your own content, so if it can't answer something, that information usually isn't on your site (or hasn't been re-crawled since you added it). The fix is almost always on the content side: add the missing detail to your website or upload it as a document, re-ingest the relevant page if it's out of date, and confirm the page actually appears in your Indexed pages list. Saying "I don't know" rather than guessing is deliberate. It's how the bot avoids giving patients wrong information.

No. It retrieves the exact wording from your clinic content and answers from it, with sources you can check. If it doesn't have the answer, it says so and captures the enquiry instead of making something up.

It searches by meaning and by keyword at the same time. So a patient asking about a "sore knee after running" still finds your knee or running-injury page even though they didn't use the exact words on it. On a large site, it scores every possible match and pushes the single most relevant one to the top before replying.

Yes. There's a setting for it. The bot can show the sources it used, though new bots start with this off, so patients can see where an answer came from. Turning it off only hides the citations from patients; your own conversation logs always keep the sources, so you can still see exactly what the bot drew on.

Those are suggested next questions: quick chips that help a patient continue the conversation toward booking or getting the detail they need, without having to type.

Your analytics surface the questions that didn't land, the ones where patients didn't get a helpful answer. Review them and add or refresh the relevant content; that's the simplest way to make the bot steadily more accurate for your clinic.

The bot replies in the language they wrote in. It picks that up from the message itself, so a patient who opens the chat and types in Spanish gets the answer back in Spanish. It's on for every bot on every plan.

No, and you don't need one. The bot follows the language of each message on its own, so a single widget serves every patient who visits. The copy you write yourself (the welcome message, the suggested questions, the disclaimer) appears exactly as you typed it.

Copy the install snippet from your deploy settings and paste it into your site. It works with WordPress, Wix, Squarespace, Shopify and almost any builder. If you'd rather not touch your site, we're happy to add it for you.

Three things to check, in order: make sure the widget is enabled for that bot; make sure your site's domain is allowed (if you've set an allowed-domains list, your domain must be on it; an empty list allows every domain); and confirm the install snippet is actually on the page you're looking at. One of those three is the cause almost every time.

In the widget's Appearance settings you can set the theme, colours and the welcome message patients see first. The disclaimer shown at the top is editable too. Clearing the field does not necessarily blank it: booking-capable clinic bots fall back to a medical-style disclaimer, while other bots show none.

Yes. On the Starter plan, the widget can show a proactive message based on time on the page. The richer triggers (scroll depth, exit intent, and returning visitors) along with page-specific rules (a different message on different pages) are a Pro, Managed and Enterprise feature; on Starter those are simplified down to the time trigger. Note that a proactive message with no text will never appear. Give it a message to show.

Yes, from the Starter plan up. The widget can show a short form to collect a name and contact details, either at the start of a chat or after the bot's first reply, and the enquiry is sent straight to your team.

The widget applies a sensible per-visitor rate limit to protect against abuse and runaway costs. Real patients won't hit it in normal use. It only kicks in on abnormal, rapid-fire traffic.

Yes. On small screens the chat expands to a comfortable full-screen view so patients can read and type easily on a phone.

Yes. The number of bots you can run depends on your plan: 1 on Free, 3 on Starter, 10 on Pro and Managed, and unlimited on Enterprise. If you run more than one (for example, one per location or brand), you switch between them with the bot switcher in your workspace.

For live booking (reading real availability and booking, rescheduling or cancelling in the chat), QuackChat connects to Cliniko, Nookal and Gensolve. Halaxy is supported for live availability, so the bot can show open times and hand the patient off to book. Live PMS booking is available on the Pro, Managed and Enterprise plans.

Connecting a PMS for booking is a Pro, Managed and Enterprise feature. On Free and Starter, your bot still answers patient questions and captures new-patient enquiries. You add live booking when you're ready to let patients self-schedule.

There are three. Booking-link lets the bot narrow down what the patient needs and then hand them to your booking page. Read-only lets the bot show your real, live availability. Transactional lets the bot book, reschedule and cancel directly in the chat, always confirming the details with the patient first. Connecting any PMS requires a Pro, Managed or Enterprise plan.

Yes. It recognises returning patients, and for first-timers it runs a short new-patient intake to collect the details you need before it books them in.

Yes, in the chat, at any hour, which takes the phone tag off your reception team and helps reduce no-shows. One thing to know: these abilities have to be switched on. They're tied to the patient Cancellation and Reschedule notification settings. The bot won't cancel or reschedule unless you've opted into emailing the patient about it, so there's always a record. If your bot is booking happily but won't cancel, see the next question.

This is almost always one toggle. Cancelling and rescheduling are turned on by the patient Cancellation and Reschedule switches under Integrations → your PMS connection → Notifications → Patient notifications, and they're off by default. Booking doesn't depend on them, which is exactly why a bot can book happily yet politely decline to cancel until you flip these on. (They're tied together on purpose: the bot only cancels or reschedules when it can email the patient a record of the change.)

The thing that trips people up: there are two similarly-named switches. The Cancellations toggle under Clinic notifications just controls whether you get an alert. It does not let the bot cancel. The one that unlocks the bot is the Cancellation toggle under Patient notifications. Turn that on (and Reschedule too if you want reschedules), and the bot can cancel right away.

Availability is synced from your PMS on a schedule, so very fresh changes can briefly lag. If times look consistently wrong, check that the PMS connection is healthy and active. The usual cause is an expired or changed credential, which you can fix by re-authenticating the connection. Once it reconnects, availability refreshes.

Yes. It books across all your practitioners and sites, always against each provider's real availability, so patients only ever see times that genuinely work.

Yes. Treat every test booking as real. The Test page runs exactly the same booking tools as your live widget and writes into your practice calendar. Nothing about testing makes it a simulation. The page tells you that test answers aren't shown to visitors, and that's true, but it doesn't make a booking any less real.

When you want to try the booking flow end to end, book a slot you can immediately cancel, or set aside a practitioner or appointment type for testing. Cancel test appointments from your PMS as you normally would.

WooCommerce and Shopify, both read-only, so the bot answers live product, price, stock and category questions straight from your catalogue. Live store answers are a Pro, Managed and Enterprise feature.

The two differ in one place: order status and return requests are WooCommerce-only. Reading the email on a Shopify order sits behind Shopify's protected customer data programme, and we don't ship a capability we haven't been approved for.

Any other platform can still use Store link mode, which answers from your crawled site and hands shoppers to your storefront.

It searches your products, gives full detail including variations (size/colour) with their own price and stock, checks whether something is in stock, lists your categories, and finds what matches a description like "something warm for hiking". On WooCommerce it also looks up a single order's status and items. It reads your store live, so answers reflect your catalogue right now, not a stale copy.

Your policies (shipping, returns, warranty) are answered from your crawled website, so keep those pages current.

On Shopify, it also reads your metaobjects: the size charts, care instructions, ingredient lists and spec tables you've defined yourself. If you've built them, the bot answers from them directly.

Two. Store link simply hands the customer off to your storefront, no API keys needed. Live (read-only) connects to your store so the bot answers product, stock and (on WooCommerce) order questions in the chat. Live mode needs a Pro, Managed or Enterprise plan.

Yes. In Live mode the bot recommends products as tappable cards with live price and stock, and shoppers can add to cart in one tap, into their own cart, exactly like the product page's button. Products with options get a "Select options" link instead, since the bot won't guess a variant for someone.

After an add it shows one or two companion products, and a free-shipping progress bar above the chat box ("you're $12 away"). On WooCommerce the companions come from that product's own Linked Products settings, so if you haven't set any, none are suggested; on Shopify they're drawn from reading your catalogue. The free-shipping figure is detected from your own store's rule, and only shown when every applicable zone agrees on one number.

One thing to know: add to cart only appears when the widget is on your store's own domain. Embedded anywhere else, the cards link through to the product page.

The bot only reveals an order when the customer gives the order number and the matching billing email, and it gives the same non-committal reply whether the order is missing or the email is wrong so it can't be used to guess. Only non-personal order details (the order number, status, total, date and items) reach the AI; the billing email is used purely to verify identity. It's strictly read-only: the bot never changes or creates orders. WooCommerce only.

On WooCommerce, yes. The shopper is verified the same way as order lookup, the bot collects the reason, and the request is emailed to you and queued under Settings → Integrations → Online Store → Returns. Nothing is refunded or approved automatically. The bot opens the request and you decide. The shopper gets a confirmation that you have it.

WooCommerce: go to Settings → Integrations → Online Store → Get Started, choose WooCommerce, and press Connect store. You approve it on your own WooCommerce site and there are no API keys to create or paste. The key appears in your WordPress admin as QuackChat with Read permission, revocable there whenever you like. If your site uses plain permalinks you'll need to switch to pretty permalinks first; that's the one case where entering keys by hand won't help either.

Shopify: same page, choose Shopify, enter your .myshopify.com address and approve the permissions. That installs our app and connects your catalogue in one step. Then switch the QuackChat app embed on in your theme to show the widget on your storefront.

Either way it takes a few minutes, and your catalogue re-syncs every few hours from then on.

Because your PMS's own confirmation email is unreliable for appointments the bot creates. Those native emails depend on each clinic's PMS account settings and plan, patients are often not opted in to them, and the booking action the bot performs has no "send the email" switch to flip. So relying on the PMS alone leaves bot-booked patients with no confirmation.

That's exactly why QuackChat sends its own branded confirmation email. For PMS connections you've added recently, this is on by default; some older connections may still have it switched off. For the email to actually go out, three things have to be true:

1. The Booking confirmation toggle (under Patient notifications) is on.
2. The patient gave an email address during intake. There's no email to send to otherwise.
3. A Practice email is set (under Clinic notifications). It's used as the reply-to on patient emails, and the confirmation won't send at all if there's no valid reply-to address, so this isn't just about where replies go, it's required for the email to leave at all.

To set it up, go to Integrations → your PMS connection → Notifications: under Patient notifications turn on Booking confirmation, and under Clinic notifications set the Practice email. That one address does double duty. It's where your admin booking alerts go and the reply-to on patient emails, so when a patient replies it reaches you and not QuackChat. If patient notifications are on but no Practice email is set, you'll see a warning, and patient confirmations won't go out until you add one.

Set the Practice email in the Notifications settings. It's used both for your own admin booking alerts and as the reply-to address on the emails patients receive, so leaving it blank is what sends their replies to QuackChat instead of you.

Walk through three things. First, confirm the patient actually provided an email during intake. If they didn't, no email is sent. Second, ask them to check their spam/junk folder. Third, make sure the Practice email (the reply-to) is a valid address. A quick way to picture the path:

  DID THE PATIENT GET A CONFIRMATION EMAIL?
  ──────────────────────────────────────────────

  Booking confirmation toggle ON?  ──no──▸  turn it on
            │ yes                            (Notifications)
            ▼
  Practice email set?  ──no──▸  set it (required to send)
            │ yes
            ▼
  Patient gave an email at intake?  ──no──▸  nothing to send
            │ yes
            ▼
  Sent ✓   ·   if unseen, check their spam folder

Yes. There are separate toggles for Cancellation and Reschedule under Patient notifications, and they're off by default. Worth knowing: these same toggles also control whether the bot is allowed to cancel or reschedule at all. The bot won't perform a cancellation or reschedule unless you've opted into emailing the patient about it, which guarantees there's always a paper trail.

Yes. Under Customize patient email content you can set the Subject, Intro sentence and Additional notes separately for booking, cancellation and reschedule emails. Click a variable to drop it in and we fill in the real value at send time: {patient_name}, {practitioner}, {service}, {date_time}, {location}, {practice_name} and {practice_phone}. Leave a field blank to use the default wording. (Unknown placeholders like {phone} are simply dropped, so a typo never breaks a send.)

No, that's a hard line. It answers questions about your services, hours, fees, availability and what to expect, and it reassures anxious patients, but it does not diagnose, triage symptoms, or offer clinical opinions, and it shows a disclaimer where appropriate.

There is a free tier your account falls back to (1 chatbot, 10 pages, 50 messages a day), but creating a chatbot requires a card on file. Adding one starts the 30-day Pro trial, and nothing is charged until it ends.

On any paid plan, unlimited (a launch bonus for our first 50 clinics), so you never have to worry about a patient conversation being cut off. Plans otherwise differ by bots and pages, not by how much your patients chat.

The free plan is the exception: it serves 50 messages a day. When that's reached the bot tells the patient to contact you directly, and the counter resets at midnight UTC.

Adding a card starts a 30-day free trial of Pro, which unlocks live booking, live store answers, the Learning System and ticket support.

Nothing is charged until it ends. Cancel before then and you pay nothing, and nothing you've set up is lost. The current status and end date are shown in your billing settings.

You'll be prompted to upgrade. Monthly allowances (like pages ingested per month) reset at the start of each billing period, while fixed limits (like the number of bots) lift when you move up a plan.

There's a short grace period (about three days) during which everything keeps working while the payment retries. If it still isn't resolved after that, the subscription locks and your bots are paused (the widget shows a "service paused" message) until the payment is sorted out.

Yes, from your dashboard. Upgrades apply immediately; downgrades take effect at the end of your current billing period. There are no long-term contracts.

All major credit cards (Visa, Mastercard and American Express) through Stripe.

Lead capture, a custom avatar, conversation export and proactive messages start on Starter. Live PMS booking, live store answers (WooCommerce and Shopify), the Learning system, ticket support and removing the "powered by" branding are Pro, Managed and Enterprise features.

In your Logs, where you can open the full transcript of any conversation: what the patient asked, how the bot answered, and the sources it used.

Into your Leads view. When a patient is interested or asks something the bot can't fully answer, it collects their name, contact and reason for visit and sends the enquiry to your team. You'll find them all listed there with the page and context they came from.

Yes. Thumbs up or down on a reply, with an optional comment. That feedback shows up in your analytics and also feeds the Learning system on Pro, Managed and Enterprise plans.

Yes. Your analytics show bookings made through the bot and clicks on booking links, so you can see intent and action, not just conversations.

Your Analytics page header has a Summarise button that plays a plain-language recap of the value your bot delivered. Things like how many conversations it handled after hours, how many questions it answered, and an estimate of the front-desk time it saved. Click it any time to see what your bot has been doing. It's especially useful at the end of a trial to see the difference the bot made, including the work that never shows up as a direct booking.

On Pro, Managed and Enterprise plans, the Learning system reviews real conversations and patient feedback to sharpen the bot's answers and flag gaps in your information. It adds proven examples to how the bot responds (it does not retrain an AI model on your data), and you can review or roll back anything it suggests.

Yes. Ticket support is available on Pro, Managed and Enterprise. When a conversation needs a person, the visitor can send a ticket to your team with the full chat history attached, so the patient never has to repeat themselves. The bot also offers this by itself after a few questions in a row it could not answer.

Analytics history depends on your plan: 7 days on Free, 30 on Starter, 90 on Pro and Managed, and 365 on Enterprise.

Yes. Data is encrypted in transit and at rest, and every clinic's data is tenant-isolated. Kept completely separate from every other clinic. We never share or sell it.

No. Your content and your patients' conversations are only ever used to power your own assistant. We do not use them to train any AI models, and they are never shared with anyone else.

Yes. We provide data processing agreements and support data-subject access requests: you can export everything we hold from Account → Privacy & data at any time. Disconnecting an integration destroys its stored credentials and its activity records. Conversation transcripts belong to your account rather than to the integration, so they are kept to a published schedule (730 days) and deleted with your account — email support to close it or to erase all history at once.

The bot only ever answers from your own clinic content, and it's built to ignore attempts to push it off-topic or make it follow instructions hidden in a message. Because it answers from your content rather than guessing, it won't invent fees, hours or availability, and when it doesn't have the answer, it says so.