Grounded

FAQ

Frequently asked questions about Grounded.

General

What is Grounded?

Grounded is an AI customer support chatbot that answers questions based on your knowledge base. Unlike generic AI chatbots, every answer includes citations to your actual content.

How is Grounded different from ChatGPT?

  • Accuracy: Grounded only answers from your knowledge base, never makes things up
  • Citations: Every answer includes references to source documents
  • Training: Uses your content, not general internet knowledge
  • Integration: Embeds directly on your website

What languages are supported?

Currently, Grounded works best with English content. Other languages are in beta - contact us for availability.

Setup

How long does setup take?

Most customers are up and running in under 30 minutes:

  • Account creation: 2 minutes
  • Adding sources: 5-10 minutes
  • Widget installation: 5 minutes
  • Testing: 5 minutes

Do I need technical skills?

No. Adding the widget requires copying and pasting one line of code. Platform-specific guides walk you through each step.

Can I use Grounded on multiple websites?

Yes! Each chatbot can be embedded on multiple domains. Or create separate chatbots for different sites with different knowledge bases.

Knowledge Sources

What content can I add?

  • Website URLs (any public page)
  • Sitemaps (to add multiple pages)
  • PDF documents
  • Plain text (coming soon)

How often should I update sources?

Refresh URL sources whenever your website content changes significantly. For most sites, monthly refreshes work well.

Is there a limit to how much content I can add?

No limits on the amount of content. Add as many sources as you need.

Accuracy

How accurate are the responses?

Grounded is designed for accuracy over coverage:

  • Only answers questions it can cite
  • Refuses to guess when unsure
  • Shows confidence levels
  • Verifies citations before responding

What if the chatbot gives a wrong answer?

  1. Check if the correct information is in your sources
  2. If missing, add it as a new source
  3. If present but wrong, contact support

Can the chatbot make things up?

No. Grounded only responds with information from your sources. If it can't find relevant information, it says so instead of guessing.

Pricing

Are there any hidden fees?

No. The price you see is the price you pay. No per-message fees, no overage charges, no setup fees.

What happens if I exceed my message limit?

You get a 48-hour grace period to upgrade. The chatbot continues working during this time.

Can I change plans anytime?

Yes. Upgrade instantly, downgrade at the end of your billing period.

Technical

Does the widget slow down my website?

No. The widget loads asynchronously and doesn't block page rendering. Typical impact is less than 50ms.

Is the widget mobile-friendly?

Yes. The widget is fully responsive and works on all screen sizes.

Can I customize the appearance?

Yes. Change colors, position, welcome message, and more in your dashboard settings.

Support

How do I get help?

What's the response time?

  • Email: Within 24 hours (business days)
  • Critical issues: Within 4 hours

Is there phone support?

Phone support is available on the Business plan. Contact us to schedule a call.

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