HelpAlive FAQ: the AI agent, chat, assists, users and data

This is the HelpAlive FAQ: short answers to the questions teams ask most about HelpAlive, each with a link to the full page. It is for anyone evaluating or setting up HelpAlive.

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What is HelpAlive?

HelpAlive is an AI agent inside your web app. It answers your users’ questions from your docs, and does tasks for them or shows them how, one step at a time. You add one script and one identify() call. See How HelpAlive works.

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Does it take screenshots?

No. The agent reads the page as structured text: headings, visible text, and each button, link and field with its label, state and value. It never takes screenshots or records the screen. See Data we collect.

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Does it work with any framework?

Yes. It works on any web app in the browser: React, Vue, Angular, Svelte, Next.js, server-rendered apps and site builders. In single-page apps it follows page changes on its own. See Install the script, or the step-by-step pages for React, Next.js, Vue and Angular.

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Do I need to tag elements?

No. There’s nothing to tag and no screens to describe. Plain, visible labels on your buttons and fields help the agent, as they help screen readers. See Make your app easy for the agent.

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Can it make changes for users?

Yes, if you allow it. Does the steps on Controls means that it clicks, types and saves for the user, and hands back what only they can do. Shows how means that it highlights each control and the user does every click. See Assists.

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Will it delete things without asking?

It can press Delete when the task asks for it. When a user asks to delete records by a rule, such as “delete all drafts”, it lists them and asks once first. See Safety and hand-backs.

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Will it pop up on its own?

Only when a user gets stuck, such as when a save fails or an error appears. A short note offers help, and clicking it opens the chat with their question already written. Ignoring it does nothing. You can turn nudges off on Controls. See Nudges.

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Can I limit who sees it?

Yes. On Controls, choose Everyone, selected tenants or people, or a percentage of them. You can also set limits per person, per tenant and for your organization. See Controls.

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Does it work for visitors who aren’t signed in?

No. The agent appears only for people your app identifies with identify(). See Identify users.

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Where do the answers come from?

From the websites and files you publish on Train. Where your docs are silent, the agent can use general knowledge of your product, and your docs win when the two disagree. Drafts never reach your users. See Chat.

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What happens at my limit?

Your users never see a limit named. How far over your plan on Controls sets how far past your plan usage may go. See Limits and usage.

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Is my data used to train models?

The model provider that writes answers and runs assists doesn’t train on data sent through its API. We may use the kept words of chats and assists, de-identified, to improve HelpAlive for all customers; write to support@helpalive.com to opt out. See How the AI uses your data.

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How do I remove a user’s data?

Go to Settings → Privacy Management, find the person or tenant, and press Delete their data. Their usage data and their chat and assist text are deleted; the counts stay, made anonymous. Stop tracking means that their new events are dropped instead. See Privacy Management.

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Can my team read users’ chats?

Yes. Everyone on your team can read chat transcripts and assists on Audience. Tell your users so in your own privacy notice. See Audience and Reports.

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Does it slow my app?

It is built not to. The script doesn’t hold up your page, because it loads with async. The chat widget loads only after identify(), and the code for assists loads only when one starts. See Install the script.

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Does it use cookies?

No. The script sets no cookies. It keeps ids and settings in your site’s browser storage, and reset() at logout clears the chat entries. See Data we collect.

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