Frequently asked questions

53 questions, updated August 22, 2026.

Your data and GDPR

Where is my data hosted?

In the European Union. The servers are with IONOS, and written conversations are processed in France by Mistral AI.

Only the voice features rely on US providers. They activate only if the user triggers them: used in writing, the service involves no transfer outside the Union.

Are my conversations used to train your AI?

No. Neither ours, nor our providers'. It is a contractual prohibition written into our data processing agreement and passed on to each of our suppliers — not merely an intention.

Who are your subprocessors?

They are all published, with what each one does and where it processes data: IONOS for hosting, Mistral AI for written replies, Google and OpenAI for voice features, Stripe for payment, mailbox.org for service emails.

What happens if you change providers?

We notify you at least thirty days in advance, by email and on our public page. If the change doesn't suit you, you cancel free of charge, with a pro-rata refund.

On what legal basis does data leave the Union for voice?

On the standard contractual clauses adopted by the European Commission, supplemented by a transfer impact assessment. These are what govern the transfer — not the user's consent, which would not be a valid basis here.

Do you provide a data processing agreement (DPA)?

Yes, compliant with Article 28 of the GDPR, accepted at sign-up with no prior negotiation. It covers subprocessors, transfers, security, assistance with data subject rights, breach notification and the right to audit. It's the document your data protection officer will ask you for.

Do you have a representative in the European Union?

Yes. As Ubnbee LLC is established outside the Union, we have appointed a representative under Article 27 of the GDPR, reachable directly by data subjects and by supervisory authorities.

How long do you keep conversations?

Written conversations are not retained in our application databases beyond the session. The voice stream is transmitted for transcription and is not retained; the transcribed text is not recorded in our logs. Technical security logs are kept for twelve months at most.

One of my customers is requesting erasure of their data. How do I proceed?

You are the data controller, so it's for you to respond — and we give you the means to do so. If the request reaches us directly, we do not respond on the substance and forward it to you within five business days.

And in the event of a data breach?

We notify you within forty-eight hours of becoming aware of it, with the nature of the incident, the categories and approximate volume of data concerned, the likely consequences and the measures taken. This is a contractual commitment.

Can I audit your security?

Yes, once per twelve-month period, with thirty days' notice, by yourself or by an independent, non-competing third party. More often in the event of a request from a supervisory authority or after a confirmed breach.

Security

How is my data protected?

Exchanges are encrypted with TLS. Each customer has a separate data space: one customer's content is not accessible from another's space. Access to production systems is restricted, logged and authenticated, and application secrets are stored outside the web root.

Can a visitor make my assistant say anything at all?

The assistant is grounded: it answers from the profile you provide, with instructions never to make things up and to redirect to your front desk for any question not covered there. Rate limits also protect the endpoints against massive automated usage.

Is my assistant's prompt visible to my visitors?

No. The instructions live server-side, never in the page. A visitor inspecting your site's code sees neither your instructions nor any key.

Do you store my bank details?

Never. Payment is handled by Stripe: your card is entered directly with them and never passes through our servers.

What the assistant does

What does a Koaee assistant actually do?

It answers your visitors on your behalf, around the clock, based on what you have taught it: your hours, your services, your rates, your availability. It informs, guides, and hands over when a question falls outside its scope.

What exactly does it answer about?

About the information you provide. It doesn't look elsewhere and doesn't make things up. A question outside its profile leads to a referral to your contact, not an approximate answer.

Can it get things wrong?

An automatically generated answer may contain inaccuracies, and we'd rather say so than hide it. The assistant is no substitute for medical, legal, or financial advice. It is up to you to ensure that the information you entrust to it is accurate and up to date.

Does the visitor know they're talking to an artificial intelligence?

Yes, and it's displayed. Article 50 of the European regulation on artificial intelligence requires it, and the assistant declares it on its own. You have nothing to add to your site to be compliant on this point.

Can it take bookings or orders?

It carries the conversation through to the end — it collects what's needed, then directs to your booking or ordering tool. It doesn't replace your existing system.

Does it speak out loud?

Yes, if your visitor enables it. It can read its answers aloud and understand what's said to it. This is an explicit action by the visitor: nothing is listened to without their doing so.

Does it work on mobile?

Yes, on phone as well as computer.

Can I customise it to my colours?

Yes — logo and colours. The assistant carries your brand, not ours.

Can I have several assistants?

Yes, depending on your plan. This is useful if you run several establishments or several brands.

Setup

Do I need technical skills?

No. You install nothing and configure nothing yourself.

What do you need me to provide to get started?

Your practical information — hours, services, rates — and your documents if you have any. The rest is done for you.

How is it integrated into my site?

Through a single line to insert into your pages. If you don't know where to place it, we do it with you.

Can I change what it says afterwards?

Yes, from your dashboard, at any time. Your changes apply without any action on our part.

Languages

How many languages does it answer in?

Fifteen. It detects your visitor's language and answers in it, without you having to configure anything.

Which ones, exactly?

French, English, Spanish, German, Italian, Dutch, Portuguese, Arabic, Hebrew, Hindi, Japanese, Korean, Russian, Thai and Vietnamese.

Do I have to translate my information myself?

No. You enter your information in your own language; the assistant replies in the visitor's.

And if a visitor writes in an unsupported language?

They're directed to your contact rather than receiving an approximate answer.

Subscription

How are conversations counted?

A conversation is an exchange session with a visitor, regardless of how many messages it contains. Plans include 1,000, 5,000 or 12,000 conversations per month.

What happens if I exceed my quota?

The service continues: your visitors are never blocked. Additional conversations are billed at 0.04€, 0.03€ or 0.02€ each depending on your plan, and appear on your next invoice.

Do unused conversations roll over?

No, the counter resets to zero each calendar month.

Am I tied to a contract?

The monthly subscription is commitment-free: you can end it whenever you want, effective at the end of the current month. The annual subscription, which saves you 20%, commits you for twelve months.

How do I cancel?

From your customer area, or with a simple email to support@koaee.ai. No justification is required.

Can I change my mind after subscribing?

Yes. You have fourteen days to withdraw, with no reason or penalty, refunded within fourteen days.

Can I change plans along the way?

Yes, from your customer area.

Are the displayed prices final?

The applicable price is the one shown at the time you subscribe. Any change is notified to you at least thirty days before it takes effect; if it doesn't suit you, you can cancel free of charge before it applies.

Are there setup fees?

No.

How am I billed?

At each due date, via Stripe. Your invoices are available in your customer area.

What happens if a payment fails?

You're notified and have seven days to resolve it. After that, access may be suspended — without releasing you from the amounts owed.

What becomes of my data if I cancel?

You have thirty days to retrieve it from your account, in an open format. After that it is deleted, copies included, unless a legal retention obligation applies. We provide written confirmation on request.

Support

How do I reach you?

By email, at support@koaee.ai.

How quickly do you respond?

For the Business plan, we commit to a first response within twenty-four business hours (Monday to Friday, 9 a.m. – 6 p.m. Paris time, excluding French public holidays). This commitment covers the first response, not the resolution time.

Is support available in French?

Yes.

What happens in the event of an outage?

We take reasonable measures to ensure the service's availability, without guaranteeing uninterrupted operation. Foreseeable maintenance is announced and carried out outside business hours whenever possible.

Industries

My business isn't in your list. Is that a problem?

No. The assistant learns your business from what you give it; the industry pages are illustrations, not limits.

Is it suitable for a town hall or a local authority?

Yes, and it's a use case for which we designed accessibility from the ground up. The assistant provides information on opening hours, procedures and required documents, without processing any sensitive data whatsoever.

And for a healthcare professional?

The assistant provides practical information — hours, access, getting in touch — and processes no medical data. It makes no diagnosis and gives no health advice.

Can I use it to qualify B2B prospects?

Yes: it informs, collects what's useful to you, and passes the request along to you.

Can it manage several locations?

Yes, each with its own information.