# Frequently Asked Questions

#### Data Security, Privacy, and Compliance

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<summary><strong>Is my data safe?</strong></summary>

We prioritize data security. We protect your information with industry-standard measures, including encryption, secure OAuth connections for integrations (like Google Workspace and Shopify), and stringent access controls.&#x20;

Specifically, we implement the following technical and organizational security measures to ensure data safety:

* Encryption in transit and at rest
* Regular security assessments and updates
* Access controls and authentication
* Secure data centers and infrastructure
* Employee training on data protection

Your store data, customer emails, and knowledge base are protected with best practices to keep everything confidential and secure. While we continuously monitor and improve our security posture to safeguard your information no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

You may review our [Privacy Policy](https://scaleflows.ai/privacy-policy) for more details on how we handle and protect your data.

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<summary><strong>Is ScaleFlows GDPR compliant?</strong></summary>

ScaleFlows is fully GDPR-compliant as a data processor. We maintain a comprehensive Data Processing Agreement (DPA) and process merchant and customer data strictly.\
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For users in the European Economic Area (EEA), our legal basis for processing includes:

* Contract Performance: Processing necessary to provide our Service
* Legitimate Interests: Improving our Service, security, and fraud prevention
* Consent: Marketing communications (where applicable)
* Legal Obligation: Compliance with applicable laws

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You may review our Privacy Policy and DPA [here](https://scaleflows.ai/privacy-policy).

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<summary><strong>What is your data retention and deletion policy?</strong></summary>

Customer data is retained only as long as necessary per your instructions and the DPA. Upon account termination or store disconnection, we delete or return all data as you direct

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For more information, you may access and view our full [Privacy Policy](https://scaleflows.ai/privacy-policy).

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<summary><strong>Are you a data controller or data processor for my Shopify customer data?</strong></summary>

We act strictly as a data processor. You remain the data controller. We only process emails as instructed by you to provide AI-powered support.

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<summary><strong>Who is responsible for the content of AI-generated replies?</strong></summary>

You will be responsible. ScaleFlows acts as your AI assistant specifically for managing your inbox responses. Replies are generated based on your Knowledge Base, policies, and store data. You are responsible for training the AI properly and reviewing high-risk responses (via alerts and dashboard).

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<summary><strong>What does the Acceptable Use Policy cover?</strong></summary>

Our AUP covers standard protections from spam, illegal, fraudulent, and misleading activities. It also covers attempt to unauthorized access to our systems (including but not limited to reverse-engineering our AI)\
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Note that violation may result in immediate termination of the account without refund.\
You may access our full [Terms of Service](https://scaleflows.ai/terms-of-service) for more information.

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<summary><strong>Who owns the data and AI outputs?</strong></summary>

You own your data and you also own the AI-generated replies sent on your behalf. ScaleFlows only receives limited permissions from you to process it providing the service. We never claim ownership of your content or use it to train models for other customers.

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<summary><strong>Can the terms of Service change?</strong></summary>

We may update the terms with notice (usually via email or in-app). Material changes require your continued use to constitute acceptance.

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#### **Pricing and Subscriptions**

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<summary><strong>Can I cancel anytime?</strong></summary>

Yes. You’ll continue to have full access to your full paid plan features until the end of your current billing period. Note that we have no prorated refunds nor full refunds. Refunds will only be issued in cases of duplicate billing or verified technical errors.

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<summary><strong>Is there a free trial?</strong></summary>

Yes, you can at the moment, create an account and access all our features, including uncapped AI usage, without any commitment or lock-in. This allows you to fully try our product and determine if it's the right fit for your business during this early stage of our offering. Please note that this introductory offer is subject to change without prior notice.\
To sign-up, please click [here](https://app.scaleflows.ai/login?redirect=%2F).

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<summary><strong>What happens if I exceed my email limit?</strong></summary>

You can upgrade your plan at any time. On paid planes, overages are typically handled gracefully. We will notify you and help you scale up smoothly.

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<summary><strong>What is my support volume is low, your pricing is too steep</strong></summary>

Our Basic plan has 1000 emails per month which for startups looking to scale, is a good place to start. While 1000 emails might not cover your entire ticket volume right away, it's a very cost-effective way to manage a significant portion of your customer inquiries compared to hiring another human agent.&#x20;

Since we do not have any long-term contracts, if you feel that you won’t need an AI solution at the moment, you can cancel the plan at any time and get back to a paid plan only when necessary.

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<summary><strong>Does it have hidden fees or overage charges?</strong></summary>

We have transparent pricing with no surprises. Paid plans include generous email limits. We notify you before any overages and make upgrading painless

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#### AI Behavior & Customer Experience

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<summary><strong>What happens if the AI sends a wrong reply?</strong></summary>

Scaleflows is designed to be highly accurate by training on your knowledge base, policies, instructions, and product details. However, like any AI, occasional mistakes can happen (e.g. edge cases or unclear customer queries.)

We've designed two key features for control:

1. Require approval before AI replies: This ensures you maintain full control over any automated responses before they are sent.
2. Escalations: This feature allows you to set custom rules to alert a human agent and automatically disable the AI based on specific customer scenarios.<br>

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<summary><strong>What happens if the AI doesn’t know the answer?</strong></summary>

It politely asks for clarification or depending on the policies you set, escalates instantly to your team. All tickets remain visible in one dashboard. Also If the Require approval before AI replies toggle is enabled,you will see the draft message your AI has written so you can either approve, reject or regenerate it.

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<summary><strong>I have tried AI support tools before and they didn’t work well. Why is this different?</strong></summary>

We focus exclusively on ecom customer emails with Shopify integration, proactive anti-dispute flows, real-time human alerts, and full training on the store data that you set it to.

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<summary><strong>Will customers know it’s an AI</strong></summary>

Customers receive natural, personalized replies that sound like they came from your team. Most people don’t notice and they appreciate the fast responses.Additionally, you have the option to introduce a delay in your AI responses. This can either create a more natural impression or simply help manage the rhythm of your internal operations and processes.

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<summary><strong>Does it support multiple languages?</strong></summary>

Yes.The AI automatically detects languages and replies naturally while staying true to your brand voice and policies.

Setting a language for your Store is optional but you can set it up by going to AI Agent > Store Language.

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<summary><strong>Can it handle complicated requests like refunds, returns , or lost packages?</strong></summary>

Yes. You define the exact rules in the Policies, Escalations, and your Products.\
For example: &#x20;

*Require return for full refund*

*Require photo before resolution offers.*

*Offer a partial refund (keep item) before the full refund with return option.*\
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You can also add a General Instruction for edge-cases or scenarios that do not fit the configuration settings.<br>

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<summary><strong>What if a customer is angry or the issue is emotional?</strong></summary>

The AI uses your trained tone for empathetic, de-escalating replies. For high-sentiment tickets, it flags them for human review. Faster responses (under 5 minutes) actually prevent most frustration from building up in the first place.

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<summary><strong>I’m worried about switching, will my customers notice?</strong></summary>

Not at all. ScaleFlows can pick up exactly where you left off with the context-aware AI replies. If you have custom personalities, style, and tone from your previous AI agent provider, you can personalize your own AI agent at ScaleFlows by giving it some general instructions.

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#### Setup, Integration & Team Management

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<summary>How do I connect my store?</summary>

To connect your store:

1. Go to your Shopify Settings > Stores.
2. Click on your Shopify store.
3. Click Create app.
4. Copy the app credentials.
5. Paste the credentials into your ScaleFlows account.

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<summary><strong>Is it suitable for small stores or only big brands?</strong></summary>

It’s perfect for both.The Basic plan (EUR149/mo, 1000 emails, 1 store) works great for startups and solopreneurs. As you grow you can gradually upgrade your plan and we will help you seamlessly transition to that.

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<summary><strong>Do you support multiple stores?</strong></summary>

Yes, you can manage multiple stores using just one login. Your account allows you to add a number of stores based on your subscription plan. For each store, you can invite team members and assign them roles such as admins, general users, or support agents, granting them access only to the specific store they need to manage.

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<summary><strong>How long does it take to setup?</strong></summary>

Most users are up and running in under 10-15 minutes:

1. 5 mins: Add your store (Shopify or Stripe).
2. 2 mins: Connect your support email inbox.
3. 3 mins: Train the AI with your instructions, policies, and products.

This covers the initial setup in technically going 100% live inbox. But continuous fine-tuning is recommended for the AI to learn with iterations and your configurations

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<summary><strong>Do I need technical skills to set it up?</strong></summary>

The setup process is designed to be beginner-friendly with clear, step-by-step guides, meaning no coding is required.

There is a minor one-time involvement with Shopify Dev, which simply involves copy-pasting a maximum of four lines of text for each store.

Managing your AI agent is straightforward: if you are familiar with using GPT, providing general instructions will feel completely intuitive.

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<summary><strong>How do I measure results or performance of the AI?</strong></summary>

Real-time analytics dashboard shows First Response, Resolution Rate, Repeat Contact Rate, Automation Rate, Tickets Handled, and Time Saved.

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<summary><strong>Will this completely replace my support team?</strong></summary>

Not necessarily. Many solo founders and small teams run entirely on autopilot. Larger teams use ScaleFlows to handle 80-95% of routine tickets, freeing humans for complex, high-value issues. You can definitely scale with our platform, without physically expanding your workforce.

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<summary><strong>Does it integrate with my existing tools</strong></summary>

It integrates with Shopify, and will soon connect with Stripe. It also connects with email providers through various methods, and with Slack and Discord for instant team alerts.

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<summary><strong>Can my team work together inside ScaleFlows?</strong></summary>

Yes. If you are in Growth plan and upwards, you invite team members with different roles (Admin, User, Agent, Owner) and use shared inbox, tags, and templates.

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<summary><strong>Can I migrate my existing customers and ongoing conversations from other platform (e.g. Re:amaze to ScaleFlows)?</strong></summary>

Absolutely, you can import your conversations and templates from another helpdesk into ScaleFlows. Once done, you start forwarding your support inbox to ScaleFlows. All new emails and replies to existing threads will flow in automatically.

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<summary><strong>Does it help protect my Shopify store from payment processor flags?</strong></summary>

With the right setup and approach, it can strongly help protect you from payment processor disputes. Automated anti-dispute flows (tracking updates, address checks, and order confirmations) cut disputes. This keeps your chargeback rates low and your account in good standing.

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