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Frequently Asked Questions

  1. Go to beta.illumichat.com/login
  2. Click Forgot Password
  3. Enter your email address
  4. Check your email for a reset link
  5. Click the link and set a new password
Some AI models are only available on paid plans. Check your subscription in Account Settings → Billing to see what’s included in your plan.
Contact support@illumichat.com to request an email change. For security, we verify these requests manually.
Yes. All data is encrypted in transit (TLS) and at rest. We don’t train AI models on your conversations. See our Privacy Policy for details.
Absolutely! Our Pro and Team plans are designed for business use. The Widget feature lets you embed Illumichat on your website, and the SMS Integration lets customers text your AI assistants directly.
Go to Account Settings → Billing → Cancel Subscription. You’ll keep access until the end of your billing period.
  • Images: JPG, PNG, GIF, WebP
  • Documents: PDF, Word (.docx), text files
  • Data: CSV, Excel files
Maximum file size is 10MB per file.
AI models can sometimes make mistakes. For factual accuracy:
  • Enable Web Search for current information
  • Verify important facts independently
  • Provide more context in your prompts
Hover over the conversation in the sidebar and click the trash icon. Deleted conversations cannot be recovered.
No, accounts are for individual use. For team collaboration, upgrade to a Team plan which includes multiple seats and shared workspaces.
SMS Integration connects your Twilio account to an Illumichat assistant. When someone texts your Twilio phone number, your assistant generates an AI response and sends it back via SMS. You provide your own Twilio credentials (BYOK), so messaging costs are billed directly by Twilio. See the SMS Integration guide for setup instructions.
A free Twilio trial account works for testing, but trial accounts can only send messages to verified phone numbers. For production use, upgrade to a paid Twilio account and purchase a phone number with SMS capability.

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Troubleshooting

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Chat is slow or not responding

  1. Check your internet connection
  2. Try a different browser (Chrome, Firefox, Safari, Edge)
  3. Clear browser cache and refresh the page
  4. Disable browser extensions that might interfere
  5. Check status.illumichat.com for outages

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File upload failing

  • Ensure file is under 10MB
  • Check that the file type is supported
  • Try a different file format
  • Refresh the page and try again

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Can’t log in

  • Verify you’re using the correct email
  • Check if Caps Lock is on
  • Try resetting your password
  • Clear browser cookies for illumichat.com
  • Try incognito/private browsing

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Widget not appearing on my site

  • Verify the domain is authorized in widget settings
  • Check the widget ID in your embed code
  • Ensure the script is placed before </body>
  • Check browser console for JavaScript errors

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SMS not working

  • Verify Twilio credentials using the Test Credentials button
  • Check that SMS is enabled in your assistant’s SMS settings
  • Confirm webhook URLs are set correctly in the Twilio Console
  • Ensure your Twilio account has sufficient balance
  • See the full SMS Troubleshooting guide

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Contact Support

Still need help? Reach out:

Email

support@illumichat.com

Response Time

We typically respond within 24 hours
When contacting support, please include:
  • Your account email
  • Description of the issue
  • Screenshots if applicable
  • Browser and device you’re using