User Guide

Chatonn is an AI-powered customer support platform. You build an AI assistant from your own knowledge base, embed a chat widget on your website, and let it answer customers instantly - 24/7, in any language, using the AI provider of your choice.

Step 1 - Create your account

1. 1Open https://app.chatonn.com in your browser.
2. 2Click Register and fill in your name, email, and password.
3. 3Verify your email address using the link we send you.
4. 4Log in to your dashboard.

Step 2 - Choose your plan

New accounts start a free 7-day Pro trial with no charge today. The Free plan is also available if you prefer to bring your own AI key and explore at your own pace. You can upgrade or downgrade any time from the Billing page.

Step 3 - Launch checklist

• Add your content - upload documents in Knowledge Base and add FAQs so the assistant has answers.
• Connect an AI provider - pick OpenAI, Gemini, Claude, Groq, Ollama, or a custom server in AI Provider.
• Customize the widget - set colors, position, and bot identity in Widget Customization and Bot Identity.
• Install the widget - copy the embed code and paste it on your website. See the Widget Setup section below.

The Knowledge Base stores the documents that power your AI assistant. When a customer asks a question, the assistant searches these documents and answers using only the relevant content - this technique is called RAG (Retrieval-Augmented Generation).

How to upload content

1. 1Open Knowledge Base in the left sidebar.
2. 2Choose the widget (assistant) this content belongs to, if you have multiple.
3. 3Click Upload and select a document (PDF, TXT, and other supported formats).
4. 4Wait for processing - the file is chunked and indexed automatically.
5. 5You will see the source listed with its chunk count. Delete it any time with the trash icon.

Plans and limits

The Free plan includes a limited number of knowledge sources (default 5). Higher plans support unlimited sources. If you hit the limit, the dashboard will ask you to upgrade.

FAQs are short question-and-answer pairs that give your assistant reliable, instant answers. They are also used to suggest common questions to visitors inside the widget.

1. 1Open FAQs from the sidebar.
2. 2Click Add and enter a question and its answer.
3. 3Optionally categorize the FAQ to keep things organized.
4. 4Save - the FAQ becomes immediately available to your assistant.

Conversations is a live feed of every chat your customers have with your assistant. From here you can monitor what is being asked, jump in with a human reply, and understand how well your AI is performing.

• View all customer conversations in real time.
• Search and filter conversations to find specific topics.
• Reply directly to a customer to take over from the AI.
• Mark conversations as resolved to keep your queue clean.
• See key stats for your conversations at a glance.

Tickets give customers an async channel to report problems. If the widget's ticket feature is enabled, visitors can raise a ticket that appears in your Support Tickets page.

1. 1Open Support Tickets from the sidebar.
2. 2Tickets update live (via WebSocket) as customers and agents reply.
3. 3Change a ticket's status (for example open → in progress → resolved).
4. 4Reply to the customer from the ticket thread.
5. 5Use the search and filters to find and organize tickets.

Direct Chat lets you message a customer one-on-one outside of a support ticket - ideal for proactive follow-ups or resolving simple questions quickly.

• Open Direct Chat and start or continue a session with any customer.
• New messages show an unread badge on the sidebar so nothing is missed.
• Messages are delivered in real time.

The chat widget is how your assistant appears on your website. You can create multiple widgets, each with its own identity, styling, and AI provider.

Step 1 - Copy the embed code

In Website URLs (or Widget Customization), copy the embed snippet. It looks like this:

<!-- Chatonn Widget -->
<link rel="stylesheet" href="https://widget.chatonn.com/widget.css" />
<script
  src="https://widget.chatonn.com/widget.js"
  data-api-url="https://api.chatonn.com"
  data-widget-id="YOUR_WIDGET_ID"
  data-position="bottom-right"
  defer
></script>

Step 2 - Customize the widget

1. 1Open Widget Customization and pick a widget (or create a new one).
2. 2Colors - choose a preset (Ocean Blue, Fresh Green, Royal Purple, and more) or set custom colors.
3. 3Layout - position, width, height, corner radius, and the floating button size.
4. 4Text - title, greeting, placeholder, footer text, and the online status message.
5. 5Features - enable or disable tickets and question suggestions.
6. 6Preview your changes live, then Save.

Step 3 - Set the bot identity

Open Bot Identity to customize how your assistant presents itself - its name, avatar, tone, and response style.

Step 4 - Install on your website

1. 1Replace YOUR_WIDGET_ID in the snippet with your widget's ID.
2. 2Paste the snippet just before the closing </body> tag of your site.
3. 3Make sure your website URL is added in Website URLs.
4. 4Visit your site and open the widget to test it.

Your assistant uses an AI provider to generate answers. Chatonn supports OpenAI, Google Gemini, Anthropic Claude, Groq, Ollama, and any custom OpenAI-compatible server - and you can use a different provider per widget.

Configuring a provider

1. 1Open AI Provider from the sidebar.
2. 2Select a provider card. Free options are marked with a FREE badge.
3. 3Follow the in-app setup guide for that provider (API key, server URL, model).
4. 4Click Save Provider, then Test Connection to confirm it works.
5. 5Optional: choose a specific widget from the dropdown to give it its own provider.

Provider setup guides

• OpenAI - create an account at platform.openai.com, create a secret key in API Keys, and paste it in. Paid service. Popular models: gpt-4o-mini, gpt-4o.
• Google Gemini (FREE) - get a key at aistudio.google.com/apikey. Free tier: 15 requests/minute. Models: gemini-2.0-flash, gemini-1.5-flash.
• Anthropic Claude - console.anthropic.com, create a key. Paid service, great for support. Models: claude-3-haiku, claude-3-sonnet.
• Groq (FREE) - console.groq.com, create an API key. Ultra-fast (300+ tokens/sec). Free tier: 30 requests/minute. Models: llama-3.3-70b-versatile, llama-3.1-8b-instant.
• Ollama (FREE, local) - install from ollama.com, run ollama pull llama3.2, and Ollama runs at http://localhost:11434. No API key needed. Requires 8GB+ RAM.
• Custom (FREE, local) - any OpenAI-compatible server works (LM Studio, vLLM, LocalAI). Enter your server URL and model name.

Analytics shows how your assistant is performing: conversation volume, resolution rates, response times, customer satisfaction, and visitor activity on your site.

• Track total conversations and how many were resolved.
• Monitor average response time to keep customers happy.
• Watch CSAT scores to measure satisfaction over time.
• See visitor tracking, funnels, and events for your website.

Database Connect lets your assistant search live data from your own database - for example, order status, inventory, or account details - and answer with real values.

1. 1Open Database Connect from the sidebar.
2. 2Enter your database connection details.
3. 3Define how results map to page patterns (using placeholders like {slug} or {id}).
4. 4Save and test a query to confirm the assistant can read your data.

Invite teammates to help manage your support. Each member gets a role that controls what they can see and do.

• Owner - full control, including billing and removing members.
• Admin - manages settings, content, and most features.
• Agent - handles conversations, tickets, and direct chat.
• Viewer - read-only access to reports and settings.

1. 1Open Team from the sidebar.
2. 2Click Invite and enter the teammate's email.
3. 3Choose their role and send the invite.
4. 4Use Role Permission for more granular access control (paid plan).

Chatonn offers a Free plan, a Pro plan, and higher Business/Enterprise tiers. New accounts start a free 7-day Pro trial - no charge today and you can cancel anytime.

Upgrading

1. 1Open Billing from the sidebar.
2. 2Choose a plan and a billing cycle (monthly or annual).
3. 3Complete checkout - payment is handled securely by our payment provider.
4. 4Your plan is applied immediately.

Trials and cancellations

• Free trial - 7 days of Pro features, no charge today. Your card is not charged while the trial is active.
• Cancelling - you can cancel from the Billing page. Your subscription stays active until the end of the billing period, then the account downgrades to the Free plan.

Usage monitoring

The Billing page shows your current plan and resource consumption (knowledge sources, AI usage, etc.) so you know when it is time to upgrade.

Keep your account safe and see what is happening inside it. The Security page lets you monitor account activity and manage access.

• Review active sessions and sign-out devices you don't recognize.
• View the audit activity log for important account events.
• Change your password and manage authentication settings.
• Follow security best practices - strong, unique passwords and regular review.

The Settings page manages your organization profile, API keys, and account details.

• Update your organization name, branding, and profile details.
• Manage platform API keys used to integrate with Chatonn.
• Configure website URLs that are allowed to load your widget.
• Manage other account-level preferences.

Quick fixes for the most common issues.

• Widget not showing - verify the embed snippet is on the page, YOUR_WIDGET_ID is correct, the website URL is allowed in Website URLs, and the widget/API URLs are reachable.
• AI not answering - open AI Provider, confirm a provider is configured, and click Test Connection. Watch for free-tier rate limits (for example, Groq 30 requests/minute).
• Answers seem wrong - improve your Knowledge Base and FAQs. The assistant answers from that content only.
• Upload limit reached - upgrade your plan for more knowledge sources, or remove unused sources.
• Billing questions - trials, refunds, and invoices are handled on the Billing page. Contact us for anything unclear.