Question 1

How to Add Users When Seats Run Out: Binom Team Seats

Accepted Answer

The number of users on a Binom team is limited by the seats in the account owner's subscription: the total number of seats and how many are left are shown in the "Team" section. If all seats are taken, free up a seat by removing an inactive member or upgrade your subscription. The subscription options are described on the pricing page. Where to check team seats Open Team. In the "Team seats" block: "Total seats in team" - "The maximum number of team members available under your current plan." "Seats left" - "The number of seats still available for inviting new team members." "Accepted invitations" - how many members are already working. What to do if you run out of seats Review your members: remove anyone who no longer works with you and cancel unconfirmed invitations. The seat will be freed up. If you need more seats, open Subscription; for the number of seats each plan includes, see the plans and pricing page. Go back to Team and invite your employee: how to invite. The account owner pays for the seats; invited employees pay nothing. Other questions How do I add users beyond the limit? Free up a seat or upgrade your subscription: plans and pricing. Does a declined invitation take up a seat? Check the "Seats left" counter in Team after you cancel the invitation. What's next How to invite a team member Five access levels

Question 2

How to accept a team invitation: the Invitations section in Binom

Accepted Answer

To accept an invitation to a Binom team, open the link in the email or go to the Invitations section in your account and click "Accept". After that, you get access to the company's Binom with the role chosen by the person who invited you. You can decline the invitation in the same place. How to accept an invitation Open the invitation email and follow the link. If you don't have an account yet, sign up with the same email address that received the invitation. In your account, open Invitations and then "New invitations". It shows the message "... invites ... as ..." with Binom listed. Click "Accept". You will see "Invitation accepted". Select the company's Binom in the header of your account and start working. How to decline an invitation In Invitations, click "Decline". You will see "Invitation declined". All past invitations are listed in "Invitation history". Possible problems "No pending invitations." The invitation was sent to a different email address or it was canceled. Check which address you are signed in with, and ask the person who invited you to send the invitation again. I didn't receive the invitation email Check your Spam folder. If the email isn't there, sign in to your account with this email address. The invitation will be in Invitations. Other common questions Where do I find a team invitation? In your account, go to the Invitations section. Do I have to pay for access if I was invited? No, the account owner pays for access. What's next What your access level allows How to invite a team member

Question 3

How do I split responsibilities across a team using five access levels (Owner, Admin, Editor, Operator, Viewer)?

Accepted Answer

Access rights in Binom AI are assigned dynamically: separately for each specific synthetic employee (Binom), rather than to the whole company at once. Division of responsibilities by role: Owner: The business owner. Manages subscriptions, payments (billing), creates and deletes Binoms, and has full control over all data. Admin (Administrator): The technical director or integrator. Configures the logic (prompts), connects communication channels and messengers, and manages the team. Has no access to money or to deleting the company. Editor: The content manager or methodologist. Responsible for the "brain": uploads documents and price lists and creates knowledge cards (FAQs). Cannot change the assistant's system settings. Operator: The sales or support manager. Monitors chats in real time, can block the AI and reply to the client personally, and create new knowledge from successful replies directly in the chat. Viewer (Observer): The auditor or analyst. Has read-only access: can view dialogs and settings for quality control, but cannot change anything. Important notes for the team: Who pays: All employees work using the limits and subscription of the Owner, and they do not pay for anything themselves. Seat limits: The number of invited employees is limited by plan: Basic (1 seat), Pro (2 seats), Business (5 seats). Teamwork is not available on the Free plan. Isolation: You can give the sales department access only to the Binom sales agent, and the HR department access only to the Recruiter. Updated on 19.10.26 Access rights in Binom AI are assigned dynamically: separately for each specific synthetic employee (Binom), rather than to the whole company at once. Division of responsibilities by role: Owner (Owner): The business owner. Manages subscriptions and billing, creates and deletes Binoms, and has full control over all data. Admin (Administrator): The CTO or integrator. Configures logic (prompts), connects communication channels and messengers, and manages team composition. Has no access to money or company deletion. Editor (Editor): The content manager or methodologist. Responsible for the "brain": uploads documents and price lists and creates knowledge cards (FAQ). Cannot change the assistant's system settings. Operator (Operator): The sales or support manager. Monitors chats in real time, can pause the AI and reply to the customer personally, and creates new knowledge from good answers directly in the chat. Viewer (Viewer): The auditor or analyst. Has read-only access: can view dialogs and settings for quality control, but cannot change anything. Important notes for the team: Who pays: All employees work using the limits and subscription of the Owner; they do not pay for anything themselves. Isolation: You can give the sales department access only to the Sales Binom, and the HR department access only to the Recruiter. Access levels: summary table Level in the accountDescription in the accountBest for "Owner"Company owner; one per companyBusiness owner "Admin""Full workspace administration"Executive, integrator "Editor""Create and manage your own content"Content manager, methodologist "Operator""Manage chats and campaigns"Sales or support manager "Viewer""View content only"Auditor, analyst Access permissions work at the level of each Binom: an employee sees only the Binoms they have been invited to. Your level in each Binom is shown on the Dashboard in the "Your access" row. How to assign or change an access level In Team → "Binom team", select a role when inviting someone or change it for a member - how to invite an employee. Only the Owner and Admin can change roles. What an employee sees without the required permissions The message "You don't have permission to manage this section." Ask the Owner or Admin to raise your access level. Other common questions What user roles exist in Binom? Five: Owner, Admin, Editor, Operator, and Viewer. How many employees can I invite? As many as the team seats included in your subscription - team seats. What's next How to invite an employee What to do if you've run out of team seats

Question 4

How do I set up automatic language detection so the AI employee talks to the customer in their language?

Accepted Answer

The Binom AI platform lets your AI employee automatically adapt to the customer's language, so there is no need to create separate employees for each language region. Step-by-step setup: Go to the Settings section: In the left menu of your account, select the settings of the specific Binom. Activate Multilingual: Find the corresponding checkbox (Multilingual) and tick it. Save your changes: Click the Update button so the settings take effect. How it works in practice: First message: In this mode, the AI starts the conversation in the language the customer used in their first message. For example, if the customer writes in German, the reply will be in German; if in Polish, the reply will be in Polish. Reading from the URL: Widgets and iFrames installed on your website can automatically read the user's language from the page URL and switch the interface without any additional action. Priority language: You can set a primary locale (for example, English or Ukrainian) that will be used by default for the initial behavior and the welcome message until the customer has shown their language. International sales: This feature is especially effective when QR codes are used on products: a buyer in any country scans the code and immediately gets consultation in their own language. Important details: Who configures it: The feature is actually turned on only by the customer in the interface. Binom Tutor cannot enable this setting on its own, but it can explain in detail how the logic works and give recommendations on its use. Knowledge base: When multilingual mode is enabled, the knowledge logic is not duplicated: the AI uses a single company database and translates information in real time to match the user's query. Updated on 19.10.26 The Binom AI platform lets your AI employee automatically adapt to the customer's language, so there is no need to create separate employees for each language region. Step-by-step setup: Go to the Settings section: In the left menu of your account, select the settings of the specific Binom. Activate Multilingual: Find the corresponding checkbox (Multilingual) and tick it. Save your changes: Click the Update button so the settings take effect. How it works in practice: First message: In this mode, the AI starts the conversation in the language the customer used in their first message. For example, if the customer writes in German, the reply will be in German; if in Polish, the reply will be in Polish. Reading from the URL: Widgets and iFrames installed on the website can automatically detect the user's language from the page URL and switch the interface without any extra action. Priority language: You can set a primary locale (for example, English or Ukrainian), which will be used by default for the opening behavior and the welcome message until the customer has shown their language. International sales: This feature is especially effective with QR codes on products: a buyer in any country scans the code and immediately gets advice in their own language. Important details: Who configures it: The feature can only be turned on by the customer in the interface. Binom Tutor cannot enable this setting itself, but it can explain in detail how it works and give recommendations on how to use it. Knowledge base: When multilingual mode is enabled, the knowledge is not duplicated. The AI uses the company's single database and translates the information in real time to match the user's request. Multilingual chatbot: exact names in your account Open Settings → "Behavior". Turn on "Multilingual". In the "Language" field, select the language in which Binom starts the conversation. Click "Save changes". Example: English is selected, and the customer writes in Spanish. Binom replies in Spanish. The customer sees the hint "Ask me in any language..." in the input field. How to check Open a new chat and write in another language. The reply should come back in that same language. Other common questions Can I make a chatbot that works in different languages without separate bots? Yes, turn on "Multilingual" in Settings → "Behavior". One Binom will reply in any language. Does the bot reply in the customer's language automatically? Yes, when "Multilingual" is turned on. What's next How to set the primary language How to set up the greeting

Question 5

How to Set Up a Chatbot Greeting: Binom Welcome Message

Accepted Answer

The chatbot greeting in Binom is the first message a customer sees when they open the chat. It sets the tone of the conversation and suggests what Binom can help with. A good greeting draws the customer into the dialog right away. It is configured in the "Settings" section, together with the voice greeting and the product page greeting. How to change the welcome message Open Settings → the "General" section. Next to the "Welcome message" field, click edit. The "Edit welcome message" window will open. Enter text between 1 and 250 characters long. Save. Customers will see the new greeting in new conversations across all channels. What other greetings are available "Welcome audio message": a voice greeting for those who talk to Binom by voice. "Product page greeting": "Shown when the chat is opened on a product from your price list, either through its QR code or on its page." Inserting the product name adds it to the text automatically. If the field is empty, the standard product greeting will be used. For more details, see how Binom identifies the product on the page. Examples of chatbot greetings Online store: "Hello! I can help you find a product, tell you about delivery, and place your order. What are you looking for?" Service provider or clinic: "Good afternoon! I can answer questions about services and prices and book a convenient time for you. How can I help?" Support: "Hello! Describe the problem, and I will help you sort it out or pass the question on to a specialist." It is best to write the greeting in the same style Binom uses in conversation: how to set up the tone of voice. The language Binom starts the conversation in is set separately: how to set up the main language. Possible issues "The welcome message must contain no more than 250 characters" Shorten the text: keep the essentials, meaning who you are and what you can help with. "The welcome message cannot be empty or consist only of spaces" Enter the greeting text and save again. Other common questions Where can I change the bot's first message? In Settings → "General", in the "Welcome message" field. Can I set up a separate greeting for a product? Yes, use the "Product page greeting" field in Settings. What's next How to set up Binom's communication style How to set up the main language

Question 6

Bot Stopped Replying to Customers: Requests Ran Out or Subscription Is Inactive – What to Do in Binom

Accepted Answer

If Binom has stopped replying to customers, the most common cause is that the AI requests have run out or the subscription is inactive, in which case the dashboard shows a warning. Less often, an operator has taken over the conversation and AI is turned off, or the channel has disconnected. Each cause takes about a minute to check, and replies resume right after the problem is fixed. 1. Subscription inactive What you see: "Subscription inactive" - "Your subscription is inactive. Renew your subscription to keep access to features. All AI replies are currently blocked." What happens: the account switches to the free plan. Messengers, the widget and telephony are disconnected, and only the public page keeps working, for as long as the free plan's requests last. Once they run out, the chat tells the customer that a consultant is currently unavailable to reply. What to do: follow the "Renew your subscription" link or open Subscription and pay for your plan. How to change or renew your plan. How to tell it's resolved: the plan status shows "Active", and Binom replies in a new conversation. 2. AI requests have run out What you see: a "Low balance" warning or a zero balance in Subscription. What to do: top up your balance. How to top up your request balance. How to tell it's resolved: the balance is above zero, and Binom replies. 3. Operator turned off AI in the conversation What you see: in Chats, the conversation has the status "AI blocked". What to do: click "Return conversation to AI". How to return a conversation to AI. 4. Channel disconnected If Binom is silent in only one messenger, open Integrations and check that channel's tab. If there is a failure, reconnect the channel. If that didn't work, write to support@binomai.com with the email address of your account, a description of the step where the error occurred, and a screenshot of the message. Other common questions Why isn't the chatbot replying? Check in order: the subscription, the request balance, the AI status in the conversation, and the channel connection. The steps are described above. What does the customer see when requests have run out? Binom does not reply to new messages until the balance is topped up. Turn on notifications so you learn in time when an operator is called. How to set up notifications. Next steps How to check and top up your request balance What to do if a payment didn't go through Updated on 19.10.26 If Binom has stopped replying to customers, the most common cause is that the AI requests have run out or the subscription is inactive, in which case the dashboard shows a warning. Less often, an operator has taken over the conversation and AI is turned off, or the channel has disconnected. Each cause takes about a minute to check, and replies resume right after the problem is fixed. 1. Subscription inactive What you see: "Subscription inactive" - "Your subscription is inactive. Renew your subscription to keep access to the features: all AI responses are currently blocked." What to do: click the "Renew your subscription" link or open Subscription and pay for your plan - how to change or extend your plan. How to tell it's resolved: the plan status shows "Active", and Binom responds again in a new conversation. 2. You've run out of AI requests What you see: a "Low balance" warning or a zero balance in Subscription. What to do: top up your balance - how to top up your request balance. How to tell it's resolved: the balance is above zero and Binom responds. 3. An operator turned off AI in a conversation What you see: in Chats, the conversation has the status "AI blocked". What to do: click "Return conversation to AI" - how to return a conversation to AI. 4. A channel has disconnected If Binom is silent in only one messenger, open Integrations and check the tab for that channel: if there's a failure, reconnect it. If that doesn't work, write to support@binomai.com with the email of your account, a description of the step where the error occurred, and a screenshot of the message. Other common questions Why isn't the chatbot responding? Check in order: the subscription, the request balance, the AI status in the conversation, and the channel connection. The steps are above. What does the customer see when requests run out? Binom doesn't respond to new messages until the balance is topped up. Turn on notifications so you learn in time when an operator is called: how to set up notifications. What's next How to check and top up your request balance What to do if a payment didn't go through

Question 7

Payment Failed: What to Do – Binom Subscription Payment

Accepted Answer

If a Binom subscription payment fails, the account page shows "Payment was not completed. Your plan has not changed." No money is charged, and your current plan stays active. You can retry the payment right away from the "Subscription" section. If the error keeps happening, support will help you sort it out. How to retry the payment Open Subscription. Select the plan and billing period again, then click "Confirm and pay." Complete the payment on the payment provider's page, and keep it open until the process finishes. After a successful payment, you will see "Your subscription payment was successful!" If the payment still fails Write to support@binomai.com or use the Binom Technical Support widget in the bottom-right corner of the account page. Include your account email, the selected plan, the date and time of the attempt, and the text of the message. Do not send your card number. Frequently asked questions Will money be charged if the payment is not completed? The account page states that the payment was not completed and your plan has not changed. If you see a charge on your bank statement, contact support with the date and amount. Will the bot stop responding if the payment fails? Your current plan stays active. If your subscription becomes inactive, see what to do if the bot has stopped responding. What's next How to change your plan The bot has stopped responding

Question 8

Bot Stopped Replying to Customers: Requests Ran Out or Subscription Is Inactive, What to Do in Binom

Accepted Answer

If Binom has stopped replying to customers, the most common causes are that the AI requests have run out or the subscription is inactive, and in that case the dashboard shows a warning. Less often, an operator has taken over the conversation and turned AI off, or the channel has disconnected. Each cause can be checked in a minute, and replies resume right after the problem is fixed. 1. Subscription inactive What you see: "Subscription inactive" - "Your subscription is inactive. Renew your subscription to keep access to features - all AI replies are currently blocked." What happens: the account switches to the free plan. Messengers, the widget and telephony are disconnected, and only the public page keeps working while the free plan's requests last. Once they run out, the chat will tell the customer that the consultant is currently unavailable to reply. What to do: follow the "Renew your subscription" link or open Subscription and pay for your plan - how to change or renew your plan. How to tell it's resolved: the plan status shows "Active", and Binom replies in a new conversation. 2. AI requests have run out What you see: a "Low balance" warning or a zero balance in Subscription. What to do: top up your balance - how to top up your request balance. How to tell it's resolved: the balance is above zero, and Binom replies. 3. Operator turned off AI in the conversation What you see: the conversation in Chats has the status "AI blocked". What to do: click "Return conversation to AI" - how to return a conversation to AI. 4. Channel disconnected If Binom is silent in only one messenger, open Integrations and check that channel's tab: if it has failed, reconnect it. If that didn't work, write to support@binomai.com with your account email, a description of the step where the error occurred, and a screenshot of the message. Other frequently asked questions Why isn't the chatbot replying? Check in order: the subscription, the request balance, the AI status in the conversation, and the channel connection - the steps above. What does the customer see when requests have run out? Binom does not reply to new messages until the balance is topped up. Turn on notifications so you learn in time about an operator call - how to set up notifications. What's next How to check and top up your request balance What to do if a payment didn't go through Updated on 19.10.26 If Binom has stopped replying to customers, the most common causes are that the AI requests have run out or the subscription is inactive, and in that case the dashboard shows a warning. Less often, an operator has taken over the conversation and turned AI off, or the channel has disconnected. Each cause can be checked in a minute, and replies resume right after the problem is fixed. 1. Subscription inactive What you see: "Subscription inactive" "Your subscription is inactive. Renew your subscription to keep access to features. All AI replies are currently blocked." What to do: follow the "Renew subscription" link or open Subscription and pay for your plan. How to change or renew your plan. How to tell it's fixed: the plan status shows "Active", and Binom replies in a new chat. 2. You've run out of AI requests What you see: a "Low balance" warning or a zero balance in Subscription. What to do: top up your balance. How to top up your request balance. How to tell it's fixed: the balance is above zero and Binom replies. 3. The operator turned off AI in the chat What you see: in Chats, the chat status shows "AI blocked". What to do: click "Return chat to AI". How to return a chat to AI. 4. The channel disconnected If Binom is silent in only one messenger, open Integrations and check the tab for that channel. If there was a failure, reconnect it. If that didn't work, write to support@binomai.com with your account email, a description of the step where the error occurred, and a screenshot of the message. Other questions people ask Why isn't the chatbot replying? Check in order: the subscription, the request balance, the AI status in the chat, and the channel connection. See the steps above. What does the customer see when requests run out? Binom does not reply to new messages until the balance is topped up. Turn on notifications so you learn in time when an operator is requested. How to set up notifications. What's next How to check and top up your request balance What to do if your payment didn't go through

Question 9

How to Check and Top Up Your Request Balance – AI Requests in Binom

Accepted Answer

The AI request balance shows how many replies Binom can still give. It is displayed in the "Subscription" section, together with details of how requests were used for chats and training. If requests run out, you can top up the balance by buying a request pack, so Binom keeps answering customers without interruption. How to check your request balance Open Subscription. The line "Your AI request balance is ..." and "... of ... requests left" show the remaining balance. "Paid request balance" and "Bonus request balance" are shown separately. The remaining balance is also shown on the Dashboard under "AI requests left". Usage details "Usage details" lists dated operations: "Requests used (chat)", "Requests used (training)", "Requests added", "Bonus requests added", "Bonus requests expired". The "All time" filter shows the full history. How to top up your balance In Subscription, click the purchase button for a pack, labeled "Buy ... AI requests for ...". Confirm the payment. The requests will be credited, and "Requests added" will appear in the details. Pack sizes and prices are on the pricing page. For what counts as one request, see what a request is. "Low balance" warning When few requests remain, the dashboard shows "Low balance": "AI requests left: ... Top up your balance so chats keep working". Top up your balance so Binom does not stop replying: the bot stopped replying. Other common questions How do I check my balance in Binom? Open Subscription: the remaining balance is shown in the line "Your AI request balance is ...". What are requests spent on? On replies in chats and on training Binom. This is shown in "Usage details". What's next What to do if the bot stopped replying How to change your plan

Question 10

How to Change or Upgrade Your Plan: Subscription Section in Binom

Accepted Answer

You can change your Binom plan in the Subscription section: click "Manage plan" or "Compare plans", choose the new plan and billing period, and confirm. New features unlock right after payment. For what each plan includes and how much it costs, see the plans and pricing page. How to upgrade or change your plan Open Subscription. At the top you'll see "Current plan" and its status: "Active", "Trial period" or "Inactive". Click "Manage plan" or "Compare plans". Choose a billing period ("Monthly", "Every 3 months" or "Yearly") and click "Select plan". In the "Confirm subscription" window, check the plan, amount and billing period, then click "Confirm and pay". After payment, you'll see "Subscription payment successful!". If a payment method is already saved, the dashboard will show "Your subscription is being activated..." and the payment will go through in the background. For the plan contents and prices, see the plans and pricing page. When the dashboard suggests changing your plan If a feature isn't included in your plan, the button is inactive and the hint says "Switch to the ... plan to use this feature". Change your plan by following the steps above, then return to the feature. Possible issues "The payment was not completed. Your plan has not changed." The payment was interrupted. What to do if your payment fails. "Failed to load plans. Please try again later." Refresh the page in a couple of minutes. If that doesn't work, email support@binomai.com with your account email, a description of the step where the error occurred, and a screenshot of the message. Frequently asked How do I change my plan? In Subscription → "Manage plan", choose a new plan and confirm the payment. Will my settings and knowledge be kept when I change plans? Yes, changing plans changes the available features and limits, not your data. What's next How to check your AI request balance How to get a subscription

Frequently Asked Questions

Can an AI employee learn directly from company website information without manual file uploads?

Do I need to specially prepare texts for training, or can I upload existing regulations and files (PDF, DOCX)?

How to train an AI employee in different business directions (for example, sales and tech support) so that it does not mix up information between them?

Who helps set up the AI employee, and how does the onboarding process work at the start?

How quickly does an AI employee learn about company changes (for example, new prices, promotions, or addresses)?

How to train an AI employee on the nuances of a narrow niche (for example, complex technical regulations or legal standards)?

How to test the performance of an AI employee and personally verify their skills before launching to clients?

How to adjust the communication style of an AI employee to match the Tone of Voice (spirit and values) of my brand?

Is it possible to quickly change the specialization of an AI employee if business tasks have shifted?

How do different AI employee roles differ if they use the exact same knowledge base?

What can the Consultant role do on the Free plan, and for which tasks are its capabilities sufficient?

What is the difference between basic specialists and narrow-profile experts on the platform?