ObieChat User Guide

Welcome to ObieChat — the AI chat assistant that captures leads 24/7, speaks Bahasa Malaysia natively, and pings your phone (via PWA Web Push) when a conversation actually needs you. The bot does not send WhatsApp messages on your behalf — visitors get a "Continue on WhatsApp" button they can tap to message you direct, and you can WhatsApp captured leads from the console anytime.

This guide covers everything: signup, every settings field, every feature, and the answers to questions you'll have along the way.

Tip: This guide is written for the website console (https://obiechat.obieonline.com/console). If you're new, jump to Getting started below.

Table of contents

(Multiple websites + viewer roles section added — see Multiple websites + viewer roles.)

• Getting started
• Installing the widget
  • Plain HTML / any website
  • WordPress (plugin)
  • WordPress (manual)
• Knowledge base
  • Manual editor
  • Scan your website
  • Upload PDF / Word
  • Smart starter questions
• Settings — every field explained
  • Business
  • Contact
  • Widget appearance
  • Languages
  • Lead capture behaviour
  • Booking link
  • Webhooks
  • Allowed websites
  • Escalation rules
  • Analytics opt-in
• Leads
  • The leads list
  • AI triage — heat, summary, suggested reply
  • Lead detail + transcript + images
  • Filter + export
• Live conversations
  • The live console
  • Taking over a chat
  • Escalation alerts
• Vision Q&A — visitors share photos
• Inline booking — Cal.com / Calendly
• Mobile (PWA) install + push notifications
• Daily digest email
• Insights
• Credits + billing
• Refunds
• Privacy + data export
• FAQ
• Troubleshooting

Getting started

1. Sign up at https://obiechat.obieonline.com/signup. The free 30-day demo gives you 20 credits for the full window — no card required. After 30 days the chatbot pauses on your site until you subscribe; your knowledge, leads, and any top-up balance carry over.
2. Verify your email (link arrives in 1-2 minutes).
3. Set up your business knowledge — either type it in the editor or click Scan website and we'll draft it from your existing site. (See Knowledge base.)
4. Tune your Settings — WhatsApp number, brand colour, languages the bot should speak. (See Settings.)
5. Copy your site key (Settings → "Site key" — it's the short slug like my-shop). You'll paste this into the widget snippet next.
6. Install the widget on your website. (See Installing the widget.)
7. Test it. Open your site in an incognito tab and chat. Verify the bot is answering correctly. Tune the knowledge as needed.

That's it. You're ready to take leads 24/7.

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Multiple websites + viewer roles

ObieChat supports one user account belonging to many tenants. Each tenant is one website's chatbot — its own knowledge, leads, settings, brand colour, languages, conversations.

If you run multiple websites (say cafe.com and salon.com), you have two separate tenants but one login. Same email, same password, one place to manage both.

The tenant-switcher

In the console header, just to the right of the ObieChat logo, you'll see a dropdown showing the active tenant for your session. Click it to switch to a different tenant. Every console page — Dashboard, Leads, Conversations, Insights, Knowledge, Settings — swaps to the data for that tenant immediately.

If you only have ONE tenant, the dropdown is replaced by a static label. No clutter.

Owner vs Viewer roles

Each user has a role per tenant:

• Owner — full read + write. Edit settings, knowledge, take over chats, manage team, billing. This is the default for the person who signed up.
• Viewer — read-only. Can see leads, conversations, insights, the daily digest. Cannot edit settings, change knowledge, take over a chat, send messages, or manage other users.

A small "Viewer" badge appears next to the tenant name in the switcher when the active role is viewer. Bring in a family member or staff this way without giving them billing or destructive controls.

Push notifications across tenants

Each tenant's /console/live page has its own Enable phone notifications card. Subscribe per tenant — so you can keep your marketing-site tenant loud (every hot lead pings you) but mute a low-traffic experimental one.

When a push arrives, the notification is labelled with the tenant name — 🔥 ObieOnline: Hot conversation vs 🔥 ObieChat: Hot conversation — so you can tell which website fired it on your phone's lock screen without opening.

Tap the notification and the PWA opens the conversation directly. If your active tenant differs from the conversation's tenant, ObieChat silently switches your active tenant on the way in — you don't have to navigate to the switcher first.

Adding a new tenant or another user (today)

We don't yet have a self-service "Add new website" or "Invite member" button in the console UI. To set up a second tenant or bring someone in as a viewer, WhatsApp us and we'll do it for you — usually within an hour during KL business hours.

A self-service flow lands in a future console update.

Installing the widget

ObieChat ships as a one-line script tag that loads a sandboxed iframe on your site. It does not affect your site's CSS, layout, or SEO — everything renders inside the iframe.

Plain HTML or any site

Paste this just before </body> on any page where you want the chat bubble:

<script src="https://obiechat.obieonline.com/widget.js"
        data-site="YOUR-SITE-KEY"
        defer></script>

Replace YOUR-SITE-KEY with your real site key (Settings → Site key).

WordPress (plugin)

1. WordPress admin → Plugins → Add New → search "ObieChat".
2. Install Now → Activate.
3. Go to Settings → ObieChat and paste your site key.
4. Save. Refresh your homepage — the bubble appears bottom-right.

The plugin is a thin wrapper that injects the same <script> tag in the footer. No business logic in PHP; everything still runs in the visitor's browser + on obiechat.obieonline.com.

WordPress (manual)

If you don't want the plugin:

1. WordPress admin → Appearance → Theme File Editor (or your child theme's footer.php).

2. Add the snippet just before </body>:

   <script src="https://obiechat.obieonline.com/widget.js"
           data-site="YOUR-SITE-KEY"
           defer></script>
   

3. Save the file.

Tip: Use a child theme. If you put it in the main theme's footer.php, a theme update will overwrite it.

Knowledge base

The knowledge base is what the bot uses to answer questions. Everything your bot says comes from here (or honestly says "I don't know").

Knowledge manual editor

Open Console → Knowledge. You'll find five sections:

Business profile

Services

A list of services / products your business offers. For each:

Pro tip: Add 2-3 FAQs per service. The bot uses them verbatim when visitors ask — far more accurate than freeform generation.

Pricing tiers

Each row is one pricing option:

Important: If you don't want to publish exact prices, leave them blank. The bot will honestly say "the owner quotes case-by-case" and capture the lead for follow-up instead of guessing.

General FAQ

Q&A pairs that don't fit under a specific service. Common ones:

• "What's your refund policy?"
• "Do you serve the whole of Selangor?"
• "What are your business hours?"
• "What payment methods do you accept?"

The bot uses these answers verbatim. Spend 15 minutes filling these out properly — it dramatically improves bot quality.

Knowledge website scanner

If you already have a website with your business info on it, you can auto-draft your knowledge base from it.

1. Console → Knowledge → top panel "Import from your website".
2. Paste your homepage URL → click Scan.
3. We crawl up to 20 pages of your site, prioritising those that look like services, pricing, FAQ, about, or contact pages. Takes about 30-60 seconds.
4. The scanned content opens as a draft — review it.
5. Click Save knowledge to apply, or Discard knowledge to keep your previous version.

What we scrape:

• Page titles, headings
• Services + their descriptions
• Pricing tables
• Contact info (phone, email, address)
• FAQ-style Q&A blocks

What we don't scrape:

• Blog posts (too much noise)
• Image content (not yet — coming later)
• PDFs (use the PDF / Word ingest below for those)
• Pages behind a login

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Upload PDF / Word — instant knowledge

If you already have a menu, brochure, services catalogue, FAQ doc, or policy document in PDF or Word format, you can upload it directly instead of typing the content into the editor by hand.

1. Console → Knowledge → top panel "Knowledge tools" → Upload PDF / Word.
2. Pick the file (max 20 pages for PDF, 5 MB for either).
3. Wait ~5–15 seconds while we distil it into the structured knowledge shape (services / pricing / FAQs / business profile).
4. Review the preview: it shows exactly what will be added, changed, or removed, plus the token cost.
5. Click Save to commit, or Discard if it looks wrong.

The bot never sees the raw extracted text — only the distilled structured knowledge. That keeps the prompt tight (your bot stays fast and cheap) and citations clean.

Import / export JSON

The "Knowledge tools" panel also has:

• Import JSON — upload a JSON file matching the knowledge schema. Useful if you maintain your knowledge in another editor, share a knowledge base across tenants, or restore from a previous export. Replaces the entire language doc on save.
• Export <lang>.json — download your current knowledge as a versioned JSON file. Use as a backup before a big edit, or to take your data off the platform if you ever leave.
• Roll back last save — restore the document to the state right before your most recent upload. One level of undo, no second-level history.

The exported format:

{
  "version": 1,
  "exportedAt": "2026-05-27T08:30:00Z",
  "language": "en",
  "document": { /* the KnowledgeDocument */ }
}

Knowledge token cap + tiers

The bot loads your knowledge into its working memory on every chat, so we cap the size to keep replies fast + costs predictable. The cap is per language — a trilingual tenant gets 3× the per-language cap of total content because each chat only loads the matching language.

The token meter on /console/knowledge shows your current usage per language. At 80% it turns amber; at 100% new saves (manual, PDF ingest, JSON import) are rejected until you trim or upgrade.

Upgrade on /console/credits → Knowledge tier card. Add-ons are line items on your existing base subscription — you keep getting one invoice, one charge per month, just with the add-on amount added. Stripe charges a prorated amount immediately for the remainder of your current billing period, then the full add-on on every cycle after that.

Removing an add-on: click Remove add-on on the current tier card. Stripe credits the unused portion of the current period to your next invoice. Your knowledge stays where it is — only new saves above the Standard cap (10,000 tokens) are blocked.

Upgrading from Plus to Pro: the Plus item is removed and Pro added in the same flow — net result is one ongoing add-on, prorated adjustment on the next invoice.

Smart starter questions

When a visitor opens the chat panel with no history, the bot shows up to 3 clickable starter questions to break the ice (e.g. "What are your pricing tiers?", "Do you serve KL?", "What are your hours?"). Visitors who click a starter convert ~30-50% more often than ones who type from scratch — the pill removes the "what do I ask?" friction.

The Suggested questions panel at the bottom of /console/knowledge lets you manage them three ways:

• Auto-generated (default) — when you first save your knowledge, the AI generates 3 starters from your services, pricing and FAQ. A background sweep also fills in any tenant whose pills are empty but who has knowledge to read from.
• Manual edit — type your own three questions (each up to 80 characters). Empty inputs are simply skipped, so you can show 1, 2 or 3 pills depending on how many you fill in. Click Save changes to persist.
• Replace with AI suggestions — overwrite the inputs with three fresh AI-generated ideas based on your current knowledge. Clicking this also flips the master toggle on (the action implies intent).

The panel also has a "Show suggested questions" master toggle. When off, visitors see an empty chat input instead of any pills — useful if you prefer a minimal "ask me anything" feel or your visitors are sophisticated enough to skip the priming.

A small Preview strip under the inputs shows exactly how visitors will see the pills, so you don't need to test in the widget to check tone or length.

Knowledge gaps — the self-learning loop

Most chatbot products are set-and-forget: you spend an hour writing FAQs on day one, then never touch them. Six months later your bot is stale and confused, and you can't tell why.

ObieChat flips that. Every week, the platform scans the conversations where the bot couldn't confidently answer (it used hedge phrases like "I'm not sure" or "let me check", or the visitor gave a 👎), clusters them into topics, and drafts a candidate FAQ Q+A for each topic — in your tenant's primary language, grounded in your existing knowledge tone. You review at Console → Knowledge → Knowledge gaps (/console/knowledge/gaps).

A typical entry looks like:

East Malaysia shipping — asked 4× 👎 2

Q: Do you deliver outside KL / Selangor? A: Yes — nationwide via Pos Laju. East Malaysia takes 3–5 working days; West Malaysia 1–2 days. Add RM 8 surcharge for Sabah / Sarawak.

[ Approve & add to knowledge ] [ Edit first ] [ Dismiss ]

You can edit the question and answer before approving — the draft is a starting point, not a finished product. Approving appends the FAQ to your knowledge document; the very next chat starts answering Sabah delivery questions confidently.

How detection works.

• Hedge phrases in the bot reply ("I'm not sure", "let me check", "I don't have that info", …).
• Visitor thumbs-down on the bot reply.
• Either signal makes the preceding visitor question a candidate.

How clustering works.

• One AI pass per tenant per week. It groups similar questions together (so "deliver to Sabah?", "east malaysia shipping?", and "send to KK?" become one cluster, not three rows).
• It skips topics already covered by your existing FAQs, so you don't get noise from things the bot already handles.
• A maximum of 5 clusters per week — actionable, not overwhelming.

Why it matters. Five minutes a week, your bot gets measurably smarter. The AI compounds your knowledge base from real customer language, not your best guesses on day one. Most owners say this is the moment ObieChat justifies the subscription.

The Monday morning digest email links straight to the gaps page when there are new suggestions waiting — so you don't have to remember to check.

Settings

Open Console → Settings. Every field below is documented in the order you'll see it.

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Business

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Contact

About each channel. WhatsApp covers most of Asia, Latin America, Europe and MENA. SMS / iMessage is the universal fallback (best in the US). Telegram fits Russia / CIS. Signal fits privacy-conscious audiences. Viber serves Eastern Europe and the Philippines. Phone call opens the visitor's dialler directly — usually highest-intent, ideal for service trades (plumbers, lawyers, consultants).

Channels that need a username instead of a phone number (LINE, KakaoTalk, WeChat, Facebook Messenger) aren't supported in v1.

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Widget appearance

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Languages

Check the languages your bot should respond in. Ten supported:

Malaysia / SEA

• English — default
• Bahasa Malaysia — Malaysian Malay (distinct from Indonesian)
• Bahasa Indonesia — distinct anchor words from Malay
• Chinese (Simplified) — standard written Chinese
• Tamil — Malaysian Tamil

Global

• Spanish — covers Latin America + Spain + US Hispanic
• Portuguese (Brazil) — Brazil's WhatsApp-dominant market
• French — France + Quebec + francophone Africa
• German — DACH region
• Arabic — MENA, with right-to-left widget direction handled automatically (dir="rtl" flips the panel when an Arabic-speaking visitor lands)

The bot detects the visitor's language automatically from their browser locale + first message, and replies in the matching language. If a visitor's language isn't in your enabled list, the widget UI strings fall back to English (the bot's own replies may still come back in the visitor's language — the underlying AI is fluent in 100+ languages regardless of UI configuration, so the widget chrome and the bot text can occasionally mismatch in fallback cases).

Pro tip: Enabling Bahasa Malaysia adds explicit anchor-word guidance so the bot stays in Malay (not Indonesian) — sesuai vs cocok, boleh vs bisa, bisnes vs bisnis. This matters for credibility with Malaysian visitors.

Authoring per-language knowledge. The bot will translate your primary-language knowledge on the fly for visitors in other languages — good for casual use, but the phrasing isn't always how a native speaker would say it. For native-quality replies, open Console → Knowledge and you'll see a language tab per enabled language. The primary tab is where you write the original; secondary tabs have a Generate translation from primary button that drafts the parallel doc using AI, in your tenant's tone. You review the draft, edit anything that feels off, then Save. From that point on, the bot reads the language-specific doc directly when a visitor in that language chats — no live translation.

When you edit the primary doc again, secondary tabs get a small Stale badge until you regenerate (or hand-edit) them — so your translations don't silently drift behind the source of truth.

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Lead capture behaviour

Turn phone-first OFF if you want a low-friction info chatbot that converts to leads later (e.g. content sites, top-of-funnel marketing). Keep it ON if you're capturing sales-qualified leads.

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Booking (Cal.com / Calendly)

Setting your Booking link (under Contact above) does two things:

1. Inline booking in chat. When a visitor asks about scheduling ("can we have a call?", "when can I come in?"), the bot renders the booking widget INSIDE the chat. Visitor picks a slot, gets a confirmation email from Cal.com / Calendly directly.
2. Bot mentions booking when relevant ("would you like to book a time? I can show open slots right now").

Supported providers (v1): Cal.com, Calendly.

How to get a URL:

• Cal.com: free at https://cal.com. Create an event type ("15-min discovery call"), copy the public URL (e.g. https://cal.com/your-handle/15min).
• Calendly: free tier at https://calendly.com. Create an event type, copy the public URL.

Both providers' default public URLs work as embeds — no SDK, no API key. Booking confirmation emails are sent by them, not us.

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Webhooks (Zapier / Make / n8n / custom)

When set, every qualified lead is POSTed as JSON to your webhook URL. Useful for:

• Auto-creating contacts in your CRM (HubSpot, Pipedrive, Zoho)
• Sending Slack / Telegram / Discord notifications
• Triggering email sequences
• Custom workflow automation (Zapier, Make, n8n)

How it works

1. Paste a URL in Settings → Webhook URL (must be https://).
2. Save. We auto-generate a signing secret (160-bit hex).
3. The signing secret is shown read-only below the URL field. Copy it.
4. Set up your receiver to verify the x-obiechat-signature header (HMAC-SHA256 of the raw request body using your secret).
5. From now on, every qualified lead fires a POST request to your URL.

Payload format

{
  "event": "lead.captured",
  "occurredAt": "2026-05-24T08:14:23.123Z",
  "tenantId": "abc-uuid-...",
  "siteKey": "my-shop",
  "data": {
    "leadId": "def-uuid-...",
    "name": "Adrian",
    "phone": "+60123456789",
    "email": null,
    "business": null,
    "enquiry": "Asking about monthly IT support",
    "capturedAt": "2026-05-24T08:14:22.456Z",
    "sessionId": "...",
    "consoleUrl": "https://obiechat.obieonline.com/console/leads/def-uuid-..."
  }
}

Headers

Retries

If your receiver returns non-2xx, we retry with exponential backoff: 1 minute, then 5 minutes, then 30 minutes. After all 4 attempts (initial

• 3 retries) we give up. 4xx responses (except 429) skip retries immediately — they signal a permanent caller-side error.

Verifying the signature (Node.js example)

import { createHmac, timingSafeEqual } from "node:crypto";

function verify(body, header, secret) {
  const expected = createHmac("sha256", secret).update(body).digest("hex");
  const a = Buffer.from(header);
  const b = Buffer.from(expected);
  return a.length === b.length && timingSafeEqual(a, b);
}

Important: Use the raw body bytes, not the parsed JSON. JSON re-serialisation reorders keys → signature mismatch.

Testing without a real backend

Use https://webhook.site — paste their URL in Settings, capture a test lead, see the payload + headers within seconds.

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Allowed websites

Comma- or newline-separated list of origins where the widget is allowed to load. Examples:

https://obieonline.com
https://www.obieonline.com
https://staging.obieonline.com

Empty list = block-all (after your first save). When empty AND your tenant is less than 60 seconds old (just-signed-up), the widget loads anywhere — a grace window so you can test on localhost before configuring origins.

Important: Always add both the www. and non-www. versions of your domain. Browsers treat them as separate origins.

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Escalation rules

Controls when the bot wakes you up. Set business hours, a score threshold, what happens after hours, and keywords that always ping you regardless of time or score.

Business hours. Two dropdowns (start hour, end hour) and a set of weekday checkboxes. Defaults to Mon–Fri 09:00–18:00 in your configured timezone. End hour is exclusive — 09–18 means 09:00–17:59 is in hours, 18:00 starts after-hours. The window can wrap midnight (e.g. 22–06 for a late-night business). An empty weekdays array means every day is treated as after-hours.

Escalation threshold (0–100). The 0–100 score the bot assigns to each conversation (see Escalation alerts). We push when the score meets or exceeds this number. Default 60. Raise it for fewer alerts; lower it to catch more.

After-hours behaviour. What we do with an alert that would fire outside business hours:

Always-push keywords. Free-form list (one pattern per line) of words that always ping you immediately — regardless of time, score, or after-hours setting. Uses SQL-LIKE syntax so it's predictable:

Case-insensitive. Patterns with embedded % or regex metacharacters are rejected on save. Reasonable starting set for most businesses:

price%
%urgent%
cancel
refund

Why this matters. Before 2026-05-27, every conversation crossing score 60 fired a push 24/7. After: outside business hours, alerts queue overnight by default. Existing tenants were migrated to the new default with a one-time banner on the console dashboard. Want the old behaviour? Flip After-hours behaviour to Push anyway here.

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Analytics opt-in

Default OFF. When OFF, the Insights page only shows numbers derived from real chats and captured leads — no separate tracking pixel, no events fired on widget load.

When ON, the widget also fires two pre-chat events:

• Loaded — widget JS booted on the page (visitor saw the bubble).
• Opened — visitor clicked the bubble (engagement intent).

Together with the chat / lead data we already collect, this gives you a four-stage funnel visible at /console/insights:

Each stage is counted as distinct browser session, so a refresh by the same visitor doesn't double-count. The funnel card shows counts + a "% of previous stage" conversion figure per row, plus visual bars normalised to the Loaded count so it looks like a funnel.

Privacy. Pre-chat events store only the tenant ID, session ID, event type, and timestamp. No IP, no user agent, no page URL, no personally identifying data is captured. The widget uses navigator.sendBeacon for the loaded event so it survives an instant tab-close — which means the event fires even if the visitor bounces immediately. If you turn the toggle off later, we stop capturing immediately; old rows stay until you delete them or your account is closed.

Analytics are tenant-private — RLS-isolated like every other row.

Leads

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The leads list

Open Console → Leads. Every visitor who shared a contact detail (phone or email) lands here.

Columns:

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AI triage

Every fresh lead is scored by AI within ~5 seconds. You get:

• Heat (1-5) — how urgent the owner should call back
• Summary — 1-line explanation of what they want, urgency, fit
• Suggested WhatsApp reply — copy-paste-ready, addresses them by name, refers specifically to what they asked about

Open any lead to see the AI triage panel:

• 🔥 meter at the top
• Summary block
• Suggested reply with a Copy button (1.5s flash on success)

The point: owners drown in low-quality leads. The AI tells you "Lead #4 is hottest — buying intent: high, ready this week" so you can spend your 5 minutes on the right lead. Score is based on intent language, urgency signals, fit to your services, and contact quality.

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Lead detail + transcript

Click any lead to see:

• AI triage (above)
• Details — name, phone (WhatsApp link), email, business, enquiry, qualified yes/no, emailed yes/no
• Full transcript — every visitor and bot turn. Includes inline image thumbnails if the visitor uploaded photos. Click an image to open full-size.
• Delete lead button (top right) — soft-deletes; consult PDPA exports first if you need a copy.

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Tracking lead outcomes

Every captured lead has an Outcome chip — set it from the lead detail page (Console → Leads → click a row). Four states:

The leads list shows the outcome badge in its own column, and a new filter chip strip lets you slice by outcome ("show me everything still New" / "show me last quarter's Won deals").

The monthly ROI email

On the 1st of every month at 08:00 in your local timezone, you get a one-screen ROI email aggregating last calendar month:

📊 May 2026 ROI for ObieOnline

• 37 leads captured
• 12 contacted
• 8 won — ~RM 12,400 in tracked pipeline
• 3 lost

The "tracked pipeline" number comes from the deal values you recorded on Won outcomes. Even if you don't enter values, the count of wins still tells you whether the chatbot is paying for itself. Months with zero captured leads are skipped silently — no sad empty emails.

If the cron is down on the 1st, the dispatcher catches up on the next 08:00 firing within the month. Once per calendar month per tenant, no duplicates.

Filter + export

The leads list has a filter bar above the table:

• Period — last 7 / 30 / 90 days, or all time. Default 30d.
• Status — qualified (default), spam-flagged, or all.
• Outcome — any / new / contacted / won / lost.
• Search — free-text match across name, phone, email, business, enquiry. ILIKE.
• Clear filters when any are active.

The result line ("Showing X leads from the last 30 days") updates as filters change.

CSV export

Top-right Download CSV. RFC-4180-compliant CSV with a UTF-8 BOM (Excel + Numbers both open it cleanly). Columns: timestamp, name, phone, email, business, enquiry, qualified.

Live conversations

Open Console → Live. This is the real-time view of every active chat happening on your site right now.

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The live console

Two sections:

• Active now — conversations with activity in the last 15 minutes.
• Recent — older conversations still on the visible list.

Each row shows:

• State — AI handling / Paused / You replying
• Time — how long since last message
• Heat 🔥 NN — if escalation score is ≥ 60 (the AI flagged it as needing attention)
• Preview — last message content
• Escalation reason — one-line AI explanation (e.g. "Hot lead asking for discount")

Sorted by escalation score (high first), then by recency. Updates live via SSE — no refresh needed.

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Taking over a conversation

Click any row to open the conversation detail view. You see:

• State + takeover controls at the top
• Full message history (auto-scrolls as new messages arrive)
• Reply box (appears when state is paused or human)

Takeover modes

Sending a reply

1. Click Take over.
2. Type in the reply box.
3. Enter to send (Shift+Enter for newline).

Your reply appears in the visitor's chat within ~1 second via the visitor-side SSE stream. Look for a green "Team" bubble in their widget.

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Escalation alerts

After every bot reply, a cheap AI pass scores the conversation 0-100 on urgency:

When a conversation crosses your escalation threshold (default 60), the rule engine decides what to do based on your Escalation rules — push immediately, queue for the next morning digest, or stay silent. The push opens directly into that conversation's detail view, so you can take over in two taps.

By default, alerts queue overnight and arrive bundled in your 8 am digest email. If you want to be pinged 24/7 (the old behaviour), switch After-hours behaviour to Push anyway in Settings.

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Vision Q&A — visitors share photos

Visitors can attach photos to chat messages (📎 icon in the composer). The bot sees the photo and answers based on it + your knowledge.

What it works for

• "What's wrong with this screen?" (photo of an error)
• "How much for a repair like this?" (photo of a damaged item)
• "Do you stock this part?" (photo of a product)
• "Can you make a cake like this?" (photo from Pinterest)

What it doesn't do

• It does NOT invent prices. If your knowledge base doesn't have a matching service/tier, the bot won't guess. It describes what it sees in objective terms and captures a rich-context lead so you can quote on the move.
• It doesn't read text inside images for translation purposes alone. It uses the image as context for the visitor's question.

Limits + cost

• Max 5 MB per image, up to 4 images per message.
• Formats: JPEG, PNG, WebP, GIF.
• 2 credits per image-bearing message (vs 1 for text-only).
• Images stored on our server for 30 days then auto-deleted.

Where the photo shows up later

In the lead transcript on the lead detail page, with click-to-open full-size. The owner sees exactly what the bot saw.

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Inline booking — Cal.com / Calendly

When a visitor asks to book/schedule, the bot embeds your booking calendar inside the chat bubble. Visitor picks a slot, gets the confirmation email from Cal/Calendly directly.

Setup: Settings → Contact → "Booking link" → paste your Cal.com or Calendly public URL → Save.

Triggers: the bot offers booking when the visitor uses words like book, schedule, meet, appointment, consultation, viewing, call back.

Booking outcome: Cal/Calendly emails you and the visitor directly. We do NOT currently track booking confirmations server-side (Cal.com webhooks are a future addition).

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Mobile install + push notifications

ObieChat console is a PWA (Progressive Web App) — you can install it on your phone like a native app.

Install on Android (Chrome)

1. Open https://obiechat.obieonline.com/console/live on your phone.
2. Tap the ⋮ menu → Add to home screen (sometimes labelled Install app).
3. Confirm.

An ObieChat icon appears on your home screen. Tap to open — runs full-screen, no browser chrome.

Install on iOS (Safari, 16.4+)

1. Open the console in Safari.
2. Tap the Share button → Add to Home Screen.
3. Confirm.

iOS PWA push notifications require iOS 16.4 or newer.

Enable push notifications

After installing (or even just in the browser):

1. Open Console → Live.
2. Click the "Enable" button on the push notifications card.
3. Browser asks for notification permission → click Allow.

That's it. From now on, any conversation that scores ≥ 60 on escalation triggers a push to your device. Tapping the notification opens directly into that conversation.

What push notifications look like

🔥 Hot conversation Hot lead asking for discount on Business Care

Tap → opens /console/conversations/[id] → you can take over with one more tap.

Disabling

Two ways:

1. Per-device — browser settings → block notifications from obiechat.obieonline.com.
2. Per-account — coming later (per-tenant opt-out in settings).

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Daily digest email

Every morning at 08:00 your local time (default: Asia/Kuala_Lumpur, configurable per-tenant), you get a 60-second email summary:

🌅 Yesterday's bot: 4 leads, 23 chats — ObieOnline

Good morning! Here's how your chatbot did yesterday:

• 23 conversations
• 4 leads captured — 🔥 1 hot

Top questions visitors asked:

• Pricing for monthly IT support
• Do you serve KL?
• What are your business hours?

📚 Knowledge gaps to fix:

• Parking — 5 visitors asked, your bot didn't know

[Open the console →]

Knowledge gaps in the digest

The digest has two related signals:

• Yesterday's hint (📚 Knowledge gaps to fix) — a daily AI summary of topics that looked under-served in yesterday's chats. Quick situational awareness, no action required.
• Drafted answers ready to review (🧠 X drafted answers waiting) — link to /console/knowledge/gaps. These are the persistent, AI-clustered + AI-drafted FAQ suggestions from the weekly self- learning loop. Approve them in one click and the bot gets smarter.

The second one is the killer feature — see Knowledge gaps — the self-learning loop above.

Opting out

The digest is on by default. To turn it off, send us a WhatsApp message (opt-out toggle in the settings UI is coming soon).

If you're not receiving the digest

1. Check spam. First-send digests from new tenants sometimes land in Gmail's Promotions / spam tab. Mark as "Not Spam" so future ones land in Inbox.
2. Verify your Lead email is deliverable. Settings → Contact → Lead email. If that mailbox doesn't actually receive mail (e.g. a vanity alias on a domain without MX records, or a typo), the digest will bounce silently. Resend marks the message as "tried" so we don't retry-storm. Change the Lead email to a confirmed deliverable inbox and the next morning's digest should arrive.
3. Subject line filter. The digest subject is "🌅 Yesterday's bot: N leads, N chats". Search your inbox for the rocket emoji — if you find it filed somewhere, fix the filter.

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Insights

Open Console → Insights for at-a-glance stats:

• Chats in the last 7 / 30 days
• Leads in the last 7 / 30 days (with the spam-flagged delta)
• Lead-conversion rate — of chats that consumed a credit, what % captured a qualified lead
• Visitor satisfaction — 👍 vs 👎 ratings on bot replies, plus satisfaction rate

Use the 👎 count to spot patterns in replies that aren't working — the cheapest improvement signal you'll get.

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Credits + billing

We bill in credits but talk to you in conversations — because every conversation has a different shape:

• 1 credit per visitor text message
• 2 credits per visitor message with image(s) (vision is heavier)
• A typical 5-message conversation ≈ 5 credits

So when we say "Growth includes ~300 conversations," we mean about 1,500 credits at the typical 5-message conversation. Some are shorter (visitor bounces after greeting), some longer (deep lead capture). The bot's replies are never charged.

Tiers

⭐ Growth is the most popular tier. It's the sweet spot for active SMEs with multi-service offerings.

The trial is a 30-day window, not a recurring tier — your 50 free credits are granted once at signup and don't refresh. You can top up during the demo to extend usage; any unused top-up balance carries forward when you subscribe.

You'll see a countdown banner on the Credits page during the demo, plus a "demo ends tomorrow" email the day before expiry.

Which tier should I pick?

Rough rule of thumb based on weekly visitor chat traffic:

If you're brand new with no traffic data, start with Starter and watch your usage on /console/credits for the first month. Upgrading takes one click in /console/credits → Manage your plan, and Stripe prorates so you only pay the difference for the remainder of the current billing period.

Need more knowledge?

Knowledge size is bundled with each tier — 10K for Starter, 25K for Growth, 50K for Business. If you need a larger knowledge base, upgrade to the next tier. This keeps the pricing simple: more conversations and more knowledge in one move.

Top-ups

Top-ups extend usage when you exceed your monthly allowance. Buy in packs of RM 30 per 100 credits — minimum 1 pack (RM 30), maximum 100 packs (RM 3,000). All grants are valid 12 months.

Why top-ups are pricier per credit than subscriptions. Top-ups are RM 0.30/credit vs Growth's RM 0.17/credit. That's intentional: top-ups are emergency capacity for when you forgot to upgrade and need credits NOW. If you find yourself topping up regularly, it's almost always cheaper to move up a tier:

Credits roll over month-to-month within their 12-month TTL. Consumption is FIFO: monthly credits first, then top-up grants in order of earliest expiry.

Lifecycle

• Trial → Paid (any tier): click Upgrade on the Credits page → choose Starter / Growth / Business → complete checkout via Stripe. Your tenant flips to Paid within seconds and the monthly cycle starts from that date.
• Trial → Lapsed (auto): 30 days after signup, the chatbot pauses if you haven't subscribed. You'll get an email the day before and on the day of pausing.
• Tier change (any direction): in the Customer Portal (Manage billing), switch plans. Stripe prorates — you pay the difference for the rest of the current period.
• Paid → cancelling: in the Customer Portal, click Cancel. You keep service through the current period end (the date is shown on your Credits page as a banner). At period end, Stripe stops billing.
• Cancelled → Lapsed: at period end the bot stops responding (visitors see "This chatbot is temporarily unavailable"). Knowledge, leads, and unused top-up credits are kept; nothing deleted.
• Lapsed → Paid: click Subscribe again on the Credits page. Stripe Checkout re-runs and your tenant flips back; preserved top-up balance becomes spendable again immediately.

Where to see credits

Console → Credits shows:

• Monthly bucket: used / included / remaining
• Active top-ups: each grant, credits remaining, expiry
• Last 50 credit events (consume, grant, expire, adjust)

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Refunds

ObieChat refunds are designed to be fair to both sides — service we delivered we keep, service we haven't we return.

Subscription (Starter / Growth / Business)

No refunds on subscription charges. Cancel anytime via Manage billing → Cancel subscription and you keep service through the current period end (the date is shown on your Credits page). Cancellation stops future charges but doesn't refund the month in progress, because monthly credits are use-or-lose and don't roll over — a pro-rata refund would just be a free trial.

Switching tier mid-cycle (e.g. Starter → Growth) is handled by Stripe's automatic proration: you pay the difference for the rest of the current period; downgrades credit the unused portion to your next invoice.

Top-ups (minimum RM 30, RM 30 per 100 credits)

Unused-balance refunds only. We refund the remaining credit balance from your top-up grants, at the original price-per-credit (RM 0.30 since the 2026-05-28 reform; older RM 0.10 grants are refunded at their historical rate).

Formula: refund = (remaining_credits / credits_originally_purchased) × amount_paid

Example: you bought 100 credits for RM 30 (RM 0.30/credit). You used 40, 60 remain → refund RM 18.00.

Top-ups no longer come with a volume bonus. Each pack is exactly 100 credits regardless of how many you buy.

First-purchase goodwill window

Within 7 days of your first-ever top-up, we'll process the unused-balance refund without asking why. After 7 days, or on subsequent top-ups, refunds remain available at our discretion — in practice we approve fair requests.

The goodwill window applies to top-ups only, not subscriptions.

How to request a refund

WhatsApp +60 19-313 9312 or email obie@obieonline.com with your business name and a brief note. Most refunds are processed within 2 business days. Stripe takes a further 5-10 business days to return the funds to your card. Stripe's original processing fee is non-refundable — we absorb that on our side.

Chargebacks

If you dispute a charge with your bank instead of contacting us, we'll always cooperate with the bank's process, but we may pause your account pending investigation and you'll incur Stripe's RM 60 dispute fee. Talk to us first — we don't say no to fair refund requests.

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Privacy + data export

What we store

• Tenant data (your business): profile, knowledge, settings, webhook secret. Stored on our managed PostgreSQL, RLS-isolated per tenant — no other ObieChat customer can ever see your data.
• Lead data (your visitors): name, phone, email, business, enquiry, full transcript, IP at capture. Same RLS isolation.
• Visitor images: stored on disk under our Docker volume, deleted after 30 days.
• Conversations + messages: every chat is logged for the live console + escalation detection.

What we don't store

• Cookies in the visitor's browser (we use sessionStorage — clears when the visitor closes the tab).
• Any tracking that survives across sites.
• Visitor PII beyond what they explicitly typed.

Visitor consent

The widget footer shows a one-line consent string:

"By chatting, you agree contact details you share are sent to [Your Business] for follow-up."

Translated to the visitor's language. Compliant with PDPA / GDPR "contextual consent" standards.

Data retention

Right to be forgotten

For an individual visitor: open their lead → Delete lead. This removes the row + transcript. Their images expire on the regular 30-day cycle.

For your entire tenant: contact us — we'll archive (soft-delete) the tenant. You can re-activate later.

PDPA / GDPR data export

Console → Settings → "Export all your data".

Downloads a complete JSON archive:

• Tenant settings
• Knowledge base
• Every lead (with full transcript)
• Top-up grants + credit events

Use this for off-platform backups or to take your data with you if you ever leave.

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FAQ

How do I add the widget to WordPress?

See Installing the widget → WordPress. Easiest: install our official WordPress plugin and paste your site key.

What's a credit?

One bot reply = 1 credit (2 if the visitor's message had an image). Visitor messages don't cost credits — only outgoing bot replies. Failed/refunded chats are returned to your bucket automatically.

Does the bot speak proper Bahasa Malaysia?

Yes — distinct from Indonesian. The system prompt explicitly teaches the model anchor words like sesuai (not cocok), boleh (not bisa), bisnes (not bisnis). Enable it under Settings → Languages.

How accurate is Vision?

The model identifies objects, brands, text in images, layouts, conditions reliably. It does not invent prices — only matches photos to services/tiers you've documented in your knowledge base. If no match, it captures a rich-context lead instead.

Can I customise the bot's tone?

Tone is currently: warm, concise, plain-spoken, 2-4 sentences. You shape it indirectly via your knowledge base — formal pricing language leads to formal bot replies; casual taglines lead to casual replies. Per-tenant tone overrides are on the roadmap.

What if the bot gives wrong info?

1. Check the Evidence panel ("Why I said this" expander under each bot reply) — it shows which knowledge section the bot used. If the source is wrong, fix it in the knowledge base.
2. Use the 👎 rating below the reply. Future improvements use this signal.
3. For critical errors, contact us — we'll review the prompt for that case.

Can the bot stay online when I sleep?

That's the whole point. The bot answers 24/7 from your knowledge base. Real human takeover only happens when YOU choose to via the live console. Visitors never see "we're closed".

What happens to leads if my subscription lapses?

They're kept. Bot stops responding, but every captured lead remains in the console + the data archive. Pay and the bot resumes; nothing lost.

Can I run multiple sites on one ObieChat account?

Not currently — one tenant = one site key = one knowledge base. Multi-site is on the roadmap. For now, each site needs its own ObieChat account.

Will the bot disclose it's an AI?

It doesn't volunteer the information, but it won't deny being an AI either. The widget footer shows "Powered by ObieChat", which signals it.

How do I update my widget without re-pasting the script?

You don't have to — widget.js is fetched from our CDN on every page load. We push updates to all tenants simultaneously.

Is there a self-hosted version?

Not currently. ObieChat is SaaS-only.

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Troubleshooting

The chat bubble doesn't appear on my site

1. Check the browser console for errors.
2. Verify the script tag has the right data-site key (matches Settings → Site key).
3. Verify your site's origin is in Settings → Allowed websites (both www. and non-www. versions).
4. Try in an incognito window — caching issues can hide a recent fix.

Bot says "out of credits" or "temporarily unavailable"

Two scenarios:

• Out of credits — your monthly bucket + any top-ups are exhausted. Console → Credits shows what's left. Buy a top-up pack (RM 30 = 100 credits, valid 12 months) or upgrade to a higher tier — if you regularly need top-ups, the upgrade is cheaper per credit.
• Demo paused — your 30-day trial window has ended. The Credits page shows a "demo paused" banner; subscribe to resume immediately. Top-up balance and existing knowledge / leads are all preserved.

Bot replies feel generic / wrong

Almost always a knowledge base issue. Open Console → Knowledge and check:

• Are your services + descriptions filled in?
• Are pricing tiers concrete (not just "contact for quote")?
• Are there 3-5 FAQs for each service?

The bot is only as good as the knowledge you give it. Spend an hour on the editor — bot quality improves dramatically.

Push notifications don't fire

1. Check Console → Live → push card → "Enable" — did you allow?
2. Browser settings: notifications enabled for obiechat.obieonline.com?
3. iOS: are you on 16.4+ AND did you install the PWA (add to home screen) first? Web Push requires the PWA install on iOS.
4. Trigger a high-intent conversation to test (e.g. visitor says "I want to buy now").
5. Check your escalation rules. By default, alerts outside business hours queue to the next morning digest instead of pinging your phone. If you expected an overnight ping, either flip After-hours behaviour to Push anyway, or add a keyword like %urgent% to Always-push keywords so high-priority messages bypass the queue.
6. Has the conversation crossed your escalation threshold (default 60)? Lower it on Settings → Escalation rules if the bot's scoring conservatively for your audience.

Webhooks not firing

1. Verify the URL is https:// and accepts POST.
2. Check the URL with https://webhook.site to confirm receivability.
3. Look at Console → ? logs (or contact us) for delivery attempts.
4. 4xx responses skip retries — fix your receiver to return 2xx.

Lead emails not arriving

1. Check spam/junk.
2. Verify Settings → Lead email is correct.
3. Verify your domain isn't blocking Resend's sending domain (obiechat.obieonline.com).
4. Lead-emailed-yet flag visible on each lead row (✓ in old UI, "Emailed" status in current).

"Connection problem (XXX). Please try again." in the widget

Usually a transient network issue. The error message contains the underlying reason in parentheses. If it persists across multiple attempts, contact us.

Scanner finds 0 services / 0 pricing / 0 FAQs

Your site's content structure isn't discoverable. Try:

• Make sure key pages (about, services, pricing, contact) are linked from the homepage.
• Avoid heavy JS frameworks that render content after page load — the scanner reads server-rendered HTML.
• Fall back to the manual editor — usually 30 minutes of typing.

Need help?

• WhatsApp the founder: see the WhatsApp icon on https://obiechat.obieonline.com
• Email: obie@obieonline.com (we strongly prefer WhatsApp — emails may take 24h+)
• Found a bug? WhatsApp us with screenshots + steps to reproduce.

Last updated: May 2026. ObieChat v1.x. — Maintained by ObieOnline.