Frequently Asked Questions

Getting started

How long does onboarding take?
Most teams are live in under 30 minutes: create a workspace, add your first prompt, install the analytics snippet, and invite collaborators.

Do I need to install anything?
No. Chatobserver is fully hosted. The only code you might deploy is the optional analytics snippet for AI referral tracking.

Which AI platforms are supported?
Prompts currently run against ChatGPT, Perplexity, and Gemini. Additional platforms are on the roadmap—watch release notes in the dashboard.

Prompts & runs

What happens if a run fails?
You’ll see a red status pill in the Runs tab and the run drawer will display an error message. Fix the issue (for example, refresh platform credentials or clear a credit hold) and click “Retry run.”

Can I pause prompts without deleting them?
Yes. Set the prompt status to Inactive or Archived. Inactive prompts keep their schedule but skip automation until reactivated; archived prompts stay out of the main view.

Do manual runs consume credits?
Yes. Whether triggered automatically or manually, each successful AI answer deducts one credit per platform.

Analytics

Why is the Overview tab asking me to verify the snippet?
The analytics setup card polls your primary domain for the tracking script. If it can’t find the snippet or reaches a timeout, you’ll see a warning. Publish the snippet, then click “Verify installation” again.

Can I track conversions?
Yes. Use window.chatobserver.track('event_name', props) to record custom events. They appear in the Events table on the AI Referrals tab once the snippet is live.

Where do competitor domains come from?
Add them under Company → Tracked domains. Chatobserver also auto-detects new domains found in prompt citations.

Billing & usage

What triggers a credit hold?
When the workspace consumes all analysis credits for the billing period. Automation pauses until you upgrade or purchase a top-up.

Do credits roll over?
No. Unused credits expire at the end of each billing cycle.

Can I change plans mid-cycle?
Upgrades take effect immediately with prorated charges. Downgrades apply on the next renewal date.

Access & permissions

What’s the difference between owners, admins, and members?
Owners control billing and workspace settings. Admins manage prompts, runs, personas, groups, and invites. Members can create/edit their prompts and view analytics but can’t change billing or invite new teammates.

Can I enforce SSO?
Google sign-in is supported today. Enterprise SAML is on the roadmap—reach out if you need early access.

Support

How do I report an issue?
Email support@chatobserver.com with the workspace ID plus any relevant prompt/run IDs. Include screenshots when possible.

Where do release notes live?
Check the notification panel in the dashboard sidebar. We also publish major updates in the #product-updates Slack channel for customers who opt in.