Frequently Asked Questions (FAQ)

Common questions and answers about the NEWT Chat dashboard features and operations.

Service Overview

Q: What is NEWT Chat?

A: It is an AI chat widget that can be installed on your website, available 24/7. It automatically responds to customer inquiries based on your facility's information.

Q: How is it different from traditional chatbots?

A: Unlike traditional chatbots that only respond to specific keywords, NEWT Chat's AI understands the full meaning of customer messages and responds in a natural conversational format.

Q: What types of businesses can use it?

A: It can be used by a wide range of service industries, including hotels, ryokans (Japanese inns), vacation rentals, tourism facilities, saunas, restaurants, DMOs, tourism associations, and government services.

Q: Can it handle multilingual inquiries?

A: Yes, it supports over 40 languages. The AI automatically detects the customer's input language and responds in the same language.

Q: How do I create an account?

A: You can register from the sign-up page using a Google account or email address. If using an email address, click the link in the email you receive to log in.

Q: What login methods are available?

A: Two methods are supported: Google account login and email magic link authentication.

Q: I forgot my password.

A: NEWT Chat does not use passwords. To log in, use your Google account or enter your email address and use the sign-in link sent to you.

Q: Can I change the dashboard language?

A: Yes, you can switch between Japanese and English from the language section on the account settings page.

Agent Management

Q: What is an agent?

A: An agent is a configuration unit for AI that corresponds to a single facility or service. You can manage training data and widget settings individually for each agent.

Q: How do I create an agent?

A: Click the "Create New" button on the agent list page and enter your facility's website URL. The AI will automatically retrieve and analyze the site information, auto-filling the facility name, category, and other details. Review and edit the information as needed, then complete the creation.

Q: What is "Quick Search"?

A: It is a feature that automatically retrieves and fills in facility information (name, category, contact details, etc.) when you enter a website URL during agent creation. It saves you from manual data entry.

Q: What is "Deep Research"?

A: It is an AI-powered web research feature that automatically starts after agent creation. The AI investigates the entire specified website, structures the facility information, and incorporates it into the knowledge base. You will be notified by email when it is complete.

Q: Deep Research is stuck on "Processing".

A: Processing may take time depending on the size of the website. You will be notified by email when it is complete, so please wait. If it does not complete after an extended period, please contact support.

Q: Can I pause an agent?

A: Yes, you can toggle "Active/Paused" on the agent settings page. When paused, the chat widget becomes unavailable and customers cannot chat until it is resumed.

Q: How many agents can I create?

A: It depends on your plan. Hobby allows 1, Casual allows 2, Premium allows 5, and Suite allows up to 10 agents.

Agent Settings

Q: What information can I change in agent settings?

A: You can set and change the following items:

Agent name
Facility description
Phone number
Address
Website URL
Contact page URL
Booking page URL
Contact email address

Q: What is the contact email address?

A: It is the email address that receives content submitted through the chat widget's contact form. If this address is not set, the contact form feature cannot be used.

Q: Where can I find the agent ID?

A: It is displayed on the "General Settings" page of agent settings. You can easily copy it with the copy button, and it is used when contacting support.

Q: Can I change the category later?

A: No, the category is set during agent creation and cannot be changed afterward.

Training Data (Sources)

Q&A

Q: What is Q&A?

A: It is a pair of question and answer used when you want to always return the same response to a specific question. It has the highest priority among training data, and registered content is reflected with top priority in AI responses.

Q: How do I add Q&A entries?

A: Click the "Add" button on the "Q&A" tab of the "Training Data" page, enter the question and answer, and save.

Q: Can AI automatically generate Q&A?

A: Yes, you can use the "Auto-generate FAQ" feature from the banner displayed at the top of the Q&A page. The AI automatically generates Q&A suggestions based on website content, which you can review and edit before saving.

Q: Can I change the order of Q&A entries?

A: Yes, you can freely reorder them by drag and drop in the Q&A list.

Q: Can I search or filter Q&A entries?

A: Yes, in addition to keyword search for questions and answers, you can sort by newest, oldest, A-Z, and Z-A.

Files

Q: What file formats can be uploaded?

A: PDF, Word (.docx), and image files (.png / .jpg) are supported. You can upload facility guides, price lists, brochures, and more as-is.

Q: Is there a file size limit?

A: You can upload up to 3.3MB per file.

Q: How long does it take for uploaded files to be reflected?

A: After uploading, the AI automatically reads the content and begins learning. Processing status (complete, processing, error) can be checked in the file list.

Q: What happens if I upload a file with the same name?

A: You can choose to skip it or replace the existing file.

Text

Q: What is text knowledge?

A: It is training data that can be registered in free-form text format, such as business hours, access information, terms of use, and seasonal information. You can enter a title (up to 300 characters) and body text (up to 10,000 characters).

Q: Can I search or filter text entries?

A: Yes, in addition to keyword search, you can sort by newest, oldest, A-Z, and Z-A, with pagination support.

General

Q: What should I do after adding or updating training data?

A: We recommend trying several expected questions on the "Test Launch" page to verify that the AI's responses correctly reflect the updates.

Q: How should I use Q&A, Files, and Text differently?

A: Use "Q&A" when you want to return accurate answers to specific questions, "Files" when you have existing materials or brochures, and "Text" when you want to register information like business hours or free-form descriptions. We recommend using them in combination.

Messages (Chat Logs)

Q: What can I do on the Messages page?

A: You can view the conversation history between customers and AI agents in a list. You can browse each conversation's content, source (Widget / Test Launch / LINE), language, customer ratings (Good / Bad), and more.

Q: Can I view only conversations submitted through the contact form?

A: Yes, by turning on the "Contact only" filter, you can narrow down the display to only sessions where contact form submissions were made.

Q: Can I filter by customer ratings (Good/Bad)?

A: Yes, the feedback filter allows you to narrow down by "All," "Rated," "Good only," and "Bad only."

Q: Can I correct incorrect AI responses?

A: Yes, using the "Correct Answer" feature, you can directly enter the correct answer from the conversation history and save it as a Q&A entry. Once saved, the corrected answer will take priority for the same question next time.

Q: How can I distinguish the source of conversations?

A: Each conversation displays a source badge (Test Launch, Widget, LINE), so you can see at a glance where the conversation came from.

Test Launch (Playground)

Q: What is Test Launch?

A: It is a feature that allows you to test the AI agent's behavior before making it available to actual customers. You can verify the AI's response accuracy on the same screen as the actual chat widget.

Q: Do Test Launch results count toward the message limit?

A: Yes, interactions during Test Launch also count toward the message limit.

Q: Can I share test results with other members?

A: Yes, you can copy and share a URL using the "Share" button. The shared link can be used without a NEWT Chat account, so you can also ask people outside your organization to test.

Q: Will I get the same response every time I test?

A: No, due to the nature of AI, responses may vary in wording even for the same question. Please verify that the "meaning" of the response is correct.

Content

Q: What customizations are available in widget settings?

A: You can configure settings from the "Content," "Style," "Embed," "URL Link," and "Preview" tabs.

Q: What is the display name?

A: It is the agent's name displayed at the top of the chat window. Typically, you set the facility name or service name (up to 60 characters).

Q: What is the welcome message?

A: It is the greeting message displayed first when a customer opens the chat (up to 250 characters).

Q: What is the "Suggested Questions" setting?

A: These are question suggestions displayed on the initial chat screen. You can set up to 5, and customers can ask questions simply by clicking them (up to 20 characters each).

Q: What is the input field placeholder?

A: It is the hint text displayed faintly in the chat input field. You can set text like "Feel free to ask us anything" (up to 50 characters).

Contact Form

Q: What is the contact form feature?

A: It is a feature that allows customers to submit inquiries directly from within the chat by entering their name, email address, and other information. Submitted content is sent to the email address specified in agent settings.

Q: How do I enable the contact form?

A: First set the contact email address in agent settings, then turn on "Enable Form" in the "Content" tab of widget settings.

Q: Can I customize the contact form fields?

A: Name and email address are always displayed as required fields. Additionally, you can toggle the visibility of company name and phone number.

Style

Q: Can I change the chat widget colors?

A: Yes, from the "Style" tab, you can freely set the header color, chat bubble background color, and text color using the color picker.

Q: What is the chat bubble?

A: It is the button displayed in the bottom-right corner of the website that opens the chat. You can customize the text, color, and icon design.

Q: Can I choose the bubble icon?

A: Yes, you can choose from three types of icons: "Message," "Chat," and "Help."

Q: Can I remove the "Powered by NEWT Chat" display?

A: If you are using the Suite plan or higher, you can hide the watermark (Powered by NEWT Chat).

Embed

Q: How do I embed the chat on my website?

A: Copy the code displayed in the "Embed" tab and paste it into the <head> section or just before the </body> tag of your website.

Q: Is any additional setup needed after pasting the embed code?

A: No, the chat widget will automatically appear just by pasting the code. It does not affect your website's design.

Q: What is a URL link?

A: It is a URL that directly opens the chat widget. It is useful for sharing with customers via email or LINE. You can copy it from the "URL Link" tab.

Q: How does it display on smartphones?

A: On smartphones, the chat widget is optimized to display across the full screen.

Preview

Q: Can I check setting changes in real time?

A: Yes, in the "Preview" tab, you can see content and style changes reflected in real time.

Usage

Q: What can I check on the Usage page?

A: You can check current plan information, monthly and cumulative message counts, number of agents, number of team members, daily usage graphs, per-agent messages, conversations, and ratings, and ROI (Return on Investment) metrics.

Q: How are messages counted?

A: Each time the AI responds counts as "1 message." Customer question counts are not included. Messages from all channels — Test Launch, Widget, and LINE — are combined.

Q: When does the monthly message count reset?

A: It resets on the 1st of every month.

Q: What happens when the message limit is reached?

A: When the limit is reached, the chat service becomes temporarily unavailable. You will not be automatically charged. Please consider upgrading your plan to increase the limit.

Q: Can I change the date range of the daily usage graph?

A: Yes, you can choose from multiple presets such as "This Week," "This Month," "Last 7 Days," "Last 14 Days," and "Last 30 Days." You can also specify a custom date range from the calendar.

Q: What is ROI (Return on Investment)?

A: It is a metric that automatically calculates and displays the total number of conversations handled by the AI agent, time saved on responses, and cost reduction in terms of labor costs.

Q: Can I check usage per agent?

A: Yes, you can view the number of messages, conversations, Good/Bad ratings, and contact form submissions per agent in a table format.

Team Management

Q: What is a team?

A: It is a management unit for one organization. Multiple agents and members can belong to a single team. It is automatically created when you register an account.

Q: Can I change the team name?

A: Yes, you can change it from the "General Settings" in team settings (team owner only).

Q: How do I invite team members?

A: Click "Invite Members" on the "Members" tab of team settings, enter the email address, and send the invitation. Invited members can join the team by clicking the link in the email.

Q: Is there an expiration date for invitations?

A: Yes, invitations have an expiration date. If expired, please resend the invitation.

Q: Can I cancel an invitation?

A: Yes, you can cancel it from the menu of pending invitations in the member list.

Q: Can I remove a member?

A: Yes, you can remove them from the menu in the member list.

Q: Is there a limit on the number of team members?

A: Yes, the limit depends on the plan. Hobby allows 3, Casual allows 5, Premium allows 10, and Suite allows up to 20 members.

Q: Where can I find the team ID?

A: You can check and copy the team ID on the "General Settings" page of team settings. It is used when contacting support.

Plans & Billing

Q: What plans are available?

A: We offer the following 5 plans:

Hobby (Free): 200 messages/month, 1 agent
Casual (from 5,800 JPY/month): 500 messages/month, 2 agents
Premium (from 17,800 JPY/month): 3,000 messages/month, 5 agents
Suite (from 34,800 JPY/month): Unlimited messages, 10 agents
Suite+ (Contact us): Enterprise, unlimited

Q: Is there a discount for annual contracts?

A: Yes, a 20% discount is applied for annual contracts.

Q: How do I upgrade my plan?

A: You can select your desired plan and upgrade from the "Plan" tab in team settings.

Q: Can I downgrade my plan?

A: You can downgrade from the subscription management page.

Q: What payment methods are supported?

A: Credit card payment is supported. Invoice payment is also available for Suite+ plans.

Q: Where can I check invoices?

A: You can view and download past invoices from the "Billing" tab in team settings. The date, invoice number, amount, and payment status are displayed.

Q: Can I change the billing email address?

A: Yes, you can change the billing email address from the "Billing" tab.

Q: Can I update my credit card information?

A: Yes, you can update your card information from "Subscription Management" on the "Billing" tab.

Q: How do I cancel my subscription?

A: You can cancel from the "Subscription Management" page on the "Billing" tab. After cancellation, you can continue to use the service until the end of the current plan period.

Q: Can I resume after cancellation?

A: Yes, if the cancelled plan is still within its validity period, you can resume from the billing page.

LINE Integration

Q: What is LINE integration?

A: It is a feature that connects your LINE Official Account with NEWT Chat, allowing the AI agent to automatically respond to customer messages received on LINE.

Q: Which plans support LINE integration?

A: It is available on Suite plans and above.

Q: What are the steps to set up LINE integration?

A: Set it up on the "LINE Integration" page in agent settings by following these steps:

Create a Messaging API channel in the LINE Developers Console
Obtain the channel secret and channel access token
Enter them on the "LINE Integration" page in the dashboard
Copy the Webhook URL displayed in the dashboard and set it in the LINE Developers Console
Enable LINE integration

Q: Do LINE integration messages count toward usage?

A: Yes, they count toward the message limit just like widget messages.

Q: What types of messages are supported on LINE?

A: Text messages are supported. For non-text messages such as images and stickers, an automatic reply prompting text input is sent.

Q: Can I temporarily disable LINE integration?

A: Yes, you can toggle it on/off with the switch on the "LINE Integration" page. When disabled, messages from LINE will receive an automatic reply with contact information.

Security & Data Protection

Q: Is customer conversation data managed securely?

A: Yes, all communications are encrypted with HTTPS, and data is managed on secure cloud infrastructure.

Q: Are data backups performed?

A: Yes, backups are performed daily.

Q: Is there a service uptime guarantee?

A: We provide a 99.5% SLA (Service Level Agreement) on the Suite plan.

Troubleshooting

Q: The widget is not appearing on my website.

A: Please check the following:

Whether the embed code is correctly pasted into your website
Whether the agent is set to "Active" (it will not appear when "Paused")
Try reloading the page to clear the cache

Q: I want to improve the AI's response accuracy.

A: You can improve it with the following methods:

Add Q&A: Register frequently asked questions with their accurate answers. Q&A has the highest priority among training data
Correct Answers: You can directly correct inaccurate responses from the Messages page and save them as Q&A entries
Add Files & Text: Upload materials such as facility guides and price lists
Verify with Test Launch: After improvements, try expected questions in Test Launch to check response accuracy

Q: I'm not receiving notification emails from the contact form.