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

How do I sign up, and what login options are there?

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.

I didn't get my verification email. What should I do?

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.

How do I reset my password?

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.

Where do I find my API key?

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.

Why do I keep getting logged out?

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.

How do I delete my account or my data?

Your data is removed automatically when you disconnect an integration or close your account. If you need a full account deletion or a formal data-subject request, contact support — we support data-subject access requests and can provide a data processing agreement.

How does the bot learn my clinic's information?

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.

How many pages can it crawl, and how deep?

That depends on your plan. The number of pages crawled is 10 on Free, 100 on Starter, 300 on Pro, and 500 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.

Can I control which pages get crawled?

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.

My bot has outdated information. How do I refresh it?

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.

Can I upload documents as well as crawl my site?

Yes. You can upload PDF, DOCX, PPTX, XLSX and TXT files — 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 999 / 500 MB on Enterprise.

Can patients chat before the full crawl finishes?

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.

What are the suggested / sample questions?

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.

The bot says it doesn't know, or gives a wrong answer. Why?

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.

Will it ever invent fees, hours, or availability?

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.

How does it understand questions worded differently from my website?

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.

Can I show or hide the sources (citations) in answers?

Yes — there's a setting for it. By default the bot shows the sources it used, 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.

What are the little follow-up suggestions under a reply?

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.

How do I find questions the bot handled poorly?

Your analytics surface the questions that didn't land — 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.

How do I add the widget to my website?

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.

The widget isn't showing up on my site. What's wrong?

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.

How do I change the colours, welcome message, or disclaimer?

In the widget's Appearance settings you can set the theme, colours and the welcome message patients see first. The disclaimer shown at the bottom is editable too — and if you clear that field, it doesn't go blank, it returns to the sensible default (booking-capable clinic bots get a medical-style disclaimer by default).

Can the widget reach out proactively to visitors?

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 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.

Can it collect a visitor's details (lead capture)?

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.

Is there a limit on how many messages a visitor can send?

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.

Does it work well on mobile?

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

Can I have more than one bot, and how do I switch between them?

Yes. The number of bots you can run depends on your plan — 1 on Free, 3 on Starter, 10 on Pro, 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.

Which practice-management systems does QuackChat connect to?

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 and Enterprise plans.

Which plan do I need for appointment booking?

Connecting a PMS for booking is a Pro 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.

What are the different booking modes?

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 or Enterprise plan.

Can it tell new patients from existing ones?

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.

Can patients reschedule or cancel themselves?

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.

The bot books appointments fine but won't cancel or reschedule. What do I switch on?

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.

The bot offered a time that's already taken, or availability looks stale. Why?

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.

Does it handle multiple practitioners and locations?

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.

Which online stores can it connect to?

QuackChat connects to WooCommerce (read-only) so the bot can answer live product, price, stock and category questions straight from your catalog, and give a customer their order status. Live store answers are a Pro and Enterprise feature.

What can the bot actually answer about my store?

It can search your products, give full product detail including variations (size/colour) with their own price and stock, check whether something is in stock, list your categories, and look up a single order's status and items. It reads your store live, so the answers reflect your catalog right now — not a stale copy.

What are the store modes?

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

How does order lookup keep customer data safe?

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.

How do I set it up?

Generate a Read REST API key in WooCommerce (Settings → Advanced → REST API → Add key), then in QuackChat go to Settings → Integrations → Online Store → Get Started, choose WooCommerce and Live mode, enter your https store URL and paste the key and secret, then Test. It takes about ten minutes.

A patient booked through the bot but never got a confirmation email. Why?

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.

Patient replies are coming to QuackChat instead of my clinic. How do I fix that?

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.

The toggle is on, but the patient still says they didn't get an email.

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

Can I also email patients when they cancel or reschedule?

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.

Can I customise what the confirmation email says?

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.)

Will the bot ever give medical advice in these conversations?

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.

Is there a free plan?

Yes — a free-forever plan with 1 chatbot and 10 pages, no credit card required, so you can try QuackChat on your clinic site.

How many messages do I get?

Unlimited messages are a launch bonus for our first 50 clinics — no message caps, 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.

How does the free trial work?

New accounts can try the Pro-level features on a free trial. The current status and end date of your trial are shown in your billing settings — check there to see exactly where you are and when it ends.

What happens when I hit a plan limit?

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.

What happens if a payment fails?

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.

Can I upgrade or downgrade any time?

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

What payment methods do you accept?

All major credit cards — Visa, Mastercard and American Express — through Stripe. Enterprise plans can also pay by invoice.

Which features are tied to which plan?

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

Where can I read the conversations my bot had?

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.

Where do captured enquiries (leads) go?

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.

Can patients rate the bot's answers?

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 plans.

Can I see how many bookings and booking-link clicks the bot drove?

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

What is "QuackChat Wrapped"?

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.

What does the Learning system do?

On Pro 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.

Can it hand a conversation to a real person?

Yes — human handoff is available on Pro and Enterprise. When a conversation needs a person, it escalates to your team with the full chat history, so the patient never has to repeat themselves.

How far back is my history kept?

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

Is my patients' data secure?

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.

Do you use our conversations to train AI models?

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.

Are you GDPR compliant, and can you delete data on request?

Yes. We provide data processing agreements, support data-subject access requests, and automatically delete data when you disconnect an integration or close your account.

How do you stop the bot from being tricked or giving made-up answers?

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.