AiChat

What is AiChat?

AiChat is a conversational AI platform designed for corporate use in customer service, marketing, sales, and customer relationship management; it is operated by Singapore-based AiChat Pte. Ltd. It is not a general-purpose chat assistant for individuals, but rather a tool that helps brands implement AI-powered customer service and automated processes on their websites and social media channels.

The platform is currently based on the Ava AI Agent, and it integrates rule-based processes, knowledge bases, human customer service, marketing messages, and conversational e-commerce functions. Companies can use AI to handle common questions first, and then, depending on the circumstances, invoke relevant processes, recommend products, or transfer the request to a human agent.

Product positioning

• It is designed for business use, rather than casual entertainment chats.
• Place AI agents, fixed processes, and human customer service on the same dashboard.
• It covers customer service, lead generation, marketing, sales, and conversational e-commerce.
• It supports website components as well as various social messaging channels.
• Restrict the scope of responses and the brand’s tone through the knowledge base.
• The multiple uses of the self-service version are measured by session points.

AVA AI Agent

AVA is AiChat’s AI virtual assistant; it can understand natural language, answer questions by taking into account the context of the conversation, and decide whether to rely on existing knowledge, established procedures, or human intervention during multiple rounds of interaction. The developers describe it as an Agentic AI with the ability to reason, plan, and take action.

• Identify the user’s intentions and goals.
• Generate context-related responses based on the knowledge base.
• Invoke predefined session workflows in complex tasks.
• Obtain information from external systems or trigger business actions.
• When encountering uncertain issues, escalate them to a human agent.
• Work in line with the brand’s personality, tone, and response length.

Knowledge base Q&A

Companies can build a knowledge base by scraping web pages, uploading documents, writing text, and maintaining question-and-answer pairs. This knowledge base serves as the main source for AVA to generate business-related responses, and it is suitable for storing product descriptions, service policies, store information, and internal operating procedures.

• Capture the content of public web pages.
• Upload product or service documentation.
• Manually edit knowledge text.
• Questions and answers on maintenance standards.
• Limit the number of web pages and documents per package.
• Re-test the critical issues after updating the data.

Robot character and response control

Administrators can set the display name, job description, supported languages, level of strictness regarding the domain, additional rules, personality style, and length of responses. The level of strictness can be flexible, moderate, or strict, and it determines whether the robot will answer questions that fall outside the scope of the knowledge base.

• Set the brand name and customer service identity.
• Matters that must be completed and those whose execution is prohibited.
• Limit the supported languages.
• Choose styles such as friendly, professional, concise, or warm.
• Choose a short, medium, or long answer based on the complexity of the task.
• Reduce responses on unrelated topics by using strict mode.

Flows automated processes

Flows represent visualized, structured session paths that are suitable for tasks requiring defined steps and consistent outcomes. It complements open-ended AVA: while AVA handles natural language and decision-making, Flows is responsible for controlled processes such as forms, appointments, and eligibility screening.

• Frequently Asked Questions menu.
• Collection of information on potential customers.
• Reservation and time confirmation.
• Questionnaires and satisfaction surveys.
• Querying the status of orders or services.
• Follow the guidelines for conditional branching.

What is the difference between AVA and Flows?

Omni-channel customer communication

AiChat can receive customers through various messaging channels, and it integrates robotic conversations with human interactions in a unified workspace. The official website currently highlights WhatsApp, Facebook Messenger, Instagram, LINE, KakaoTalk, and in-app chat as the available options.

• WhatsApp customer inquiries and marketing messages.
• Automatic reply for Facebook Messenger.
• Interactions via Instagram private messages, comments, and mentions.
• LINE brand account customer service.
• Interaction via KakaoTalk messages.
• Website chat component.

WhatsApp customer service capabilities

Once a business connects its WhatsApp number, it can monitor messages and respond to them through multiple channels, while also enabling collaboration between robots, automated processes, and human customer service agents. The actual activation of this feature is still subject to constraints such as the Meta account requirements, business verification, message templates, and WhatsApp’s pricing policies.

• Receive and reply to customers' text messages.
• High-frequency inquiries are handled by robots.
• Send broadcasts to eligible contacts.
• Switch from automated dialogue to human service.
• Record customer tags and attributes during the session.
• Track conversions in conjunction with marketing campaigns.

Management of Instagram and Facebook

• Acquire potential customers from reviews.
• Auto-reply to pages and post comments.
• Respond to comments on Instagram Stories and Reels.
• Handle automatic interactions that occur after a story is mentioned.
• Generate a channel QR code to guide users to initiate a session.
• Continue with segmented marketing based on audience tags.

Manual online customer service and takeover

Agents can intervene in a conversation while the robot is responding, providing human assistance for high-value issues, complaints, or complex problems. The platform also offers features such as template responses, intelligent routing, conversation summaries, emotion detection, and agent assistance; the specific range of these features depends on the package chosen.

• From robots to humans.
• Manual active takeover.
• Multiple seat allocation and routing.
• Template response from customer service.
• AI summaries and emotion cues.
• Monitoring of the response time for customer service agents.

Marketing automation

AiChat is capable of handling passive inquiries, as well as carrying out proactive marketing based on customer data and behavior. Teams can create segmented audiences, broadcast groups, and targeted campaigns to deliver personalized messages within the guidelines set by the relevant channels.

• Maintain customer tags and custom attributes.
• Create customer segments based on specific conditions.
• Create a broadcast message group.
• Schedule automatic drip irrigation activities.
• Track activity and session results.
• Leave marketing consulting to AI or agents.

Product catalogs and conversational e-commerce

Companies can import product catalogs, allowing robots to display and recommend products during conversations, while also integrating processes for placing orders, completing payments, and tracking orders. The free version supports up to 10 products; the Solo and Team versions allow for 100 and 1000 products respectively.

• Display product information.
• Recommend products based on needs.
• Guide users to place orders and complete payment during the chat.
• Follow up on shopping processes that were abandoned halfway.
• Provides a link for order tracking.
• Synchronize external e-commerce product sources.

Customer data and analysis

The platform allows for the storage of contacts, tags, attributes, session history, and activity data, which helps teams to monitor the performance of their services and marketing efforts. Advanced analytics, customized reports, and adjustments to retention periods are available primarily for enterprise solutions.

• Contact and lead management.
• Customer profiles and tags.
• Session records and summaries.
• Basic or advanced analysis.
• Observation of the effectiveness of marketing campaigns.
• Performance of human customer service and response time.

Integration and APIs

The Team plan now supports the submission of external data via REST; the terms also state that the platform may provide APIs along with restrictions on their use. The Enterprise version allows for customized integrations, enabling connections to payment systems, e-commerce platforms, CRM systems, or existing customer service systems.

• Payment gateway.
• E-commerce and product systems.
• CRM and customer database platform.
• Artificial customer service program.
• External business processes.
• Customized enterprise interfaces.

Which users are it suitable for

• Small businesses that wish to add AI customer service on their websites.
• Brands that rely on WhatsApp to acquire customers and provide services.
• Customer service teams that need to unify their social messaging channels.
• SaaS teams that wish to use a knowledge base to automatically answer product-related questions.
• A social media management team is needed to provide insights on customer acquisition and targeted marketing.
• Retail and e-commerce companies that wish to recommend products through chats.
• Large and medium-sized enterprises that require collaboration between AI and human agents.

Typical use cases

• Answer questions about products and services 24/7.
• Collect sales leads and conduct preliminary screening.
• Book an appointment at a store, for inquiries or a demonstration.
• Send compliant marketing messages via WhatsApp.
• Guide from Instagram comments to private messages.
• Recommend products during conversations and assist with the checkout process.
• Forward complaints or complex issues to a human agent.
• Use session summaries to reduce the time agents spend on organization.

It’s not very suitable for which situations

• Users who just want a general AI chat tool.
• Platform teams that require the complete source code in order to deploy it on their own.
• Organizations that cannot entrust customer data to cloud services for processing.
• Businesses that plan to carry out extensive broadcasting without having obtained authorization for customer marketing.
• Businesses that require AI to make independent decisions in high-risk medical, legal, or financial areas.
• Teams that only need a traditional ticketing system and do not require messaging channels.

Current price plan

As of August 2026, the official website offers a permanently free version, a Solo version, a Team version, and an enterprise-customized version. There is no need for a bank card to try it out for free; payment can be made on a monthly or annual basis, with the annual payment option showing a savings of around 20%.

Comparison of main restrictions on packages

How are session points calculated?

In the self-service version, Conversation Credits are used as a unified measure for various operations. One credit allows for one AI-powered conversation within 24 hours, one conversation with human assistance using AI, or one broadcast to 1,000 contacts.

• The same customer can send an unlimited number of messages within a 24-hour session.
• Robot Day sessions consume points.
• Online human sessions with AI assistance consume points.
• Broadcasting on social media channels consumes points according to the rules.
• Calls to interfaces related to the session workflow can also consume points.
• Fees from channel service providers may apply separately.

Subscription points and top-up points

Tutorials on registering and creating robots

1. Register for a free account and access the workspace.
2. Create an AI Agent designed for testing purposes.
3. Set the display name, responsibilities, tone, and response length.
4. Select the field rigor and supported languages.
5. Upload a small amount of accurate knowledge materials that have been verified.
6. Test for normal, blurred, and out-of-bounds issues in the preview window.
7. Add website components only after confirming everything is correct.

Tutorial on building a knowledge base

1. List the most common customer questions regarding products, prices, after-sales service, and procedures.
2. Delete materials that are expired, conflicting, or contain sensitive information.
3. Import data by webpage, document, text, or Q&A pair.
4. Prepare clear standard answers for key policies.
5. Set the domain strictness to a range that corresponds to the risk level.
6. Use real customer service inquiries for batch testing.
7. Designate a responsible person and set a regular update date.

WhatsApp integration tutorial

1. Prepare a compliant Meta business account and a dedicated number.
2. Complete the required enterprise and number verification.
3. Select WhatsApp in the AiChat channel settings.
4. Follow the wizard to authorize and connect the account.
5. Configure message templates, manual takeover, and business hours.
6. Use test contacts to verify messages sent and received by the robot and agents.
7. Check user authorization and channel policies before official broadcasting.

Manual takeover tutorial

1. Enable manual customer service in the operational settings.
2. Create an agent account and assign the minimum required permissions.
3. Define the keywords to route to manual handling, intents, and failure thresholds.
4. Configure queues, routing, business hours, and timeout alerts.
5. Prepare common templates and upgrade procedures.
6. Simulate complaints, payments, and sensitive issues.
7. After going live, check the wait time and resolution rate.

Marketing Campaign Tutorial

1. Verify each contact’s marketing authorization and permitted channels.
2. Create clear audience segments using tags and attributes.
3. Design short messages, clarify the value, and specify the way to exit.
4. Select the approved message template.
5. Send it to the internal testing group first.
6. Check the points, channel fees, and delivery time.
7. Optimization based on delivery, response, and conversion data.

Data security and privacy

AiChat is a cloud-based service that handles accounts, customer information, conversation content, and the knowledge uploaded by enterprises. The privacy policy states that data may be transferred to Singapore; the platform employs reasonable security measures, but it cannot guarantee absolute security for data transmitted over the Internet.

• Confirm the legal basis for processing before importing contacts.
• Do not upload personal information that goes beyond what is necessary for customer service tasks.
• Set minimum permissions for administrators and agents.
• Regularly clean up test data and accounts of employees who have left the company.
• Strict response boundaries are set for industries that are sensitive.
• Before making a purchase, companies should verify the data processing methods, storage locations, and deletion requirements.
• When connecting to third-party channels, review their privacy policies as well.

Data retention and deletion

The price page indicates that the session history associated with self-service packages is retained for 6 months, while there is no fixed limit on the retention period for customer data, and manual deletion is possible. For the enterprise version, it is possible to negotiate custom rules for retention and deletion.

According to the terms of service, in the event that a workspace is terminated or deleted for certain reasons, user information can be removed within 30 days under specific conditions; data related to accounts that have not been active for an extended period may also be erased. The exact scope and timing of such deletions are determined based on the account details and the relevant contract.

Subscription, cancellation, and refunds

• The subscription fee is charged on a periodic basis as specified in the order.
• After authorization, automatic periodic deductions will be made from the payment method.
• You can cancel the renewal in the account settings, or contact billing support according to the terms.
• Upgrades or downgrades usually take effect in the next billing cycle.
• The payment obligation cannot be cancelled in principle, and fees are usually not refundable.
• In the event that AiChat is terminated due to a failure to rectify major breaches, the terms stipulate that any prepaid fees that have not been used can be refunded.
• Prices may change; please check the payment page again before making a purchase.

AI responses and operational risks

• Generative responses may contain errors or fabricated information.
• Outdated knowledge can cause robots to refer to old policies.
• Excessive flexibility in domain settings may lead to irrelevant responses.
• Automated error-handling processes may fail to capture or incorrectly record customer data.
• Non-compliant broadcasting can lead to complaints or restrictions on the channel.
• Failures in third-party channels can affect the delivery of messages.
• Critical refund, medical, legal, and financial issues should be referred to a human agent.

Product advantages

• Combine open AI, deterministic processes, and human customer service.
• It covers multiple major social messaging platforms.
• A knowledge base can be maintained through web pages, documents, and Q&A pairs.
• It is possible to set the domain specificity, personality, and response length.
• It also supports customer service, marketing, sales, and product recommendations.
• The free version does not require a bank card, making it easy to conduct an initial verification.
• The rules regarding packages and session points are quite transparent.
• The Enterprise version offers SSO, custom integrations, and dedicated support.

Product restrictions

• The complete platform is a closed-source cloud service.
• The free version and Solo come with fewer processes, resources, and marketing quotas.
• The cost of Team is relatively higher for smaller projects.
• The self-service session history is usually retained for only 6 months.
• Unused subscription points will not be carried over.
• Channel providers may charge additional fees for messages.
• Advanced permissions, SSO, and customization are available mainly in the Enterprise version.
• AI responses still require knowledge maintenance and human oversight.
• Marketing broadcasts must comply with user authorization and channel policies.

GitHub and the open-source status

The official terms specify that customers will not receive the underlying code or copies of the software; the platform and related technologies are owned by AiChat. No official open-source repository representing the full AiChat platform has been found at present, so it should be classified as a proprietary commercial service.

AI chat projects with similar names available on the internet cannot be considered as the source code of this product. If a company needs privatization, source code auditing, or a specific method of deployment, it should consult the official party at the time of purchase to get confirmation.

Supported platforms

Basic information

Recommendation score

Recommendation score: 4.4 / 5. AiChat is suitable for companies that wish to integrate customer service across their websites, WhatsApp, and social media platforms, while also utilizing knowledge base queries, marketing automation, and conversational sales techniques.

When making a selection, it is important to assess the session score, additional costs associated with the channels, retention of historical data, compliance with regulations regarding customer data, and the mechanism for manual intervention.

Frequently Asked Questions

Is AiChat free?

A permanent free version is available, which includes 50 session credits per month, 1 support agent, and 1 website component.

Is a bank card required for the free trial?

It’s not necessary; the website instructions indicate that it is possible to register directly and try out the main functions.

What does a session score represent?

It can represent one AI-powered daily session, one human-led session with AI assistance, or a broadcast to 1,000 contacts within 24 hours.

Do subscription points carry over?

No, the subscription points are reset every month; the recharge points purchased separately, according to the official statement, do not expire.

Is WhatsApp supported?

Yes, it is possible to connect robots, automated processes, broadcasts, and human customer service to WhatsApp.

Can I be connected to a human customer service representative?

Yes, the agent can take over the robot conversation or initiate a chat that is already in progress.

What is the difference between AiChat and ordinary process robots?

AVA is responsible for understanding open-ended problems and making dynamic decisions, while Flows handles predictable, fixed-step processes; the two can be combined.

Is AiChat open-source?

It is not open source; the official terms clearly state that the underlying code or copies of the software are not provided to customers.

Can I cancel my subscription and get a refund?

Subsequent renewals can be canceled, but the fees that have already been paid are generally not refundable; special cases of breach are subject to the relevant terms.