Ask the stand-in

Frequently Asked Questions

Can't find what you're looking for? Ask the stand-in in the bottom-right corner of this page.

• How is Stand different?

  Stand is built to get your team into high-quality website conversations, like a good teammate at an expo stand. Most chat and support tools optimize for keeping humans out of the loop so support issues get resolved cheaply. Stand starts with AI coverage, then helps the right human join when the conversation is worth it.

• Is this a chatbot?

  It's not a generic chatbot. It's a trained AI agent that represents you, hands the conversation to a human (you) when it matters, and never deceives the visitor about whether it's AI.

• Is the AI free really free?

  Yes. Base is genuinely free forever — no credit card, no trial countdown, no surprise bills. The AI on Base is the same agent you'd train on Pro: full conversations, manual takeover while you're watching the dashboard, and lead capture. Pro adds label-based notifications, more chat volume, longer retention, and removes Stand branding.

• Do I need a credit card to sign up?

  No. The Base plan is truly free forever, not a free trial. Beware of any “free” service that asks for a credit card up front.

• What about my data?

  Your training prompts and chat transcripts stay in your account. We don't train external models on your data. See our subprocessors page for the vendors we use (all US-based) and the privacy policy for the full details.

• Is Stand GDPR compliant?

  Stand is designed to support GDPR-compliant use for normal B2B website inquiries.

  When you add Stand to your website, your company remains the controller of visitor conversations and leads. Stand acts as your processor and processes chat data to provide the service.

  Stand is currently US-hosted. For EU, UK, and Swiss customers, we provide a Data Processing Addendum and use appropriate transfer safeguards, such as Standard Contractual Clauses where required.

  Stand is intended for sales, product, and support inquiries — not for sensitive personal data, passwords, payment details, national IDs, healthcare information, or customer records. Customers can optionally show a customizable notice in the chat widget telling visitors not to enter sensitive data.

  We do not train external AI models on your visitor conversations. We publish our subprocessors and support deletion and retention controls. Base workspaces automatically clean up full chat transcripts after 90 days. Pro and Business customers can choose their own retention period, up to 5 years, and are responsible for selecting a period that matches their use case and privacy notice.

• What happens when I hit my Pro cap?

  You set the cap. Stand auto-charges up to it, and the AI keeps answering. If usage exceeds the cap, the widget falls back to the weekly Base quota until the next month. No surprise bills.

• Can I upgrade later?

  Yes. From Base to Pro, from Pro to Business, anytime from the Team page in your dashboard. Any prepaid balance carries over.

• Can my team use one account?

  Yes. Invite reps from the Team page — every rep gets their own login and trains their own agent, all under the same org and the same plan. No per-seat charges.

• Is Stand built to deflect visitors away from my team?

  No. Stand can answer visitor questions, but it is not mainly a deflection layer. The point is to start useful website conversations, keep them moving, and pull the right human in when the conversation has signal your team should hear firsthand.

• Who should be pulled into a Stand conversation?

  Whoever should hear that kind of visitor signal directly: a founder, PM, engineer, sales lead, consultant, account owner, or support rep. Stand is useful when the right person is not watching chat all day, but should still be brought in when a conversation matters.

• What makes a conversation worth joining?

  You decide. Stand lets your team define labels for the visitor moments you want to hear about: high buying intent, product confusion, competitor comparison, a painful workflow, an unexpected use case, or language your team should learn from. When a conversation matches a label with notifications enabled, the rep can choose whether to offer to join. See conversation labels.

• Can Stand help with product-market fit?

  It cannot create product-market fit by itself. What it can do is shorten the feedback loop: more visitors ask questions, your team can join the moments with real signal, and chat history keeps the confusion, objections, comparisons, and customer language in one place. See history and reporting.

• Can a human take over an AI chat?

  Yes. Reps can watch AI conversations in real time, click Take over now, or use Offer to join so the visitor agrees before the handoff. See live chat takeover.

• Can Stand capture leads from chat?

  Yes. The stand-in can collect name, email, and phone when the conversation calls for it, flag follow-up requests, save those details to chat history, and email the transcript to the rep. See lead capture.

• Can I remove Stand branding from the widget?

  Base includes a small Stand badge. Pro and Business can hide Stand branding and customize the widget with rep identity, avatar, pin, colors, and launcher style. See branding.

• Where do chat history and transcripts live?

  Conversation history lives in the Stand dashboard. You can search transcripts, filter by AI or human-handled chats, review captured contact details, and use reports for follow-up. See history and reporting.

• What if I want to leave?

  There's a “delete my account” button. No games. We'd be grateful if you tell us why so we can improve.

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