# FAQ Common questions about AI assistants, channels, billing, voice calls, and integrations on Happ > Full REST + WebSocket API reference: https://api.happ.tools/reference ## General [#general] ### What is Happ? [#what-is-happ] Happ is an AI assistant platform that automates customer communication across messaging channels (Telegram, Instagram, WhatsApp, Facebook, Viber) and voice calls. Your AI assistant responds to customers automatically using the knowledge and instructions you provide. ### Do I need technical skills to use Happ? [#do-i-need-technical-skills-to-use-happ] No. Happ is designed for non-technical users. You can set up an AI assistant, connect channels, and manage conversations entirely through the web dashboard at [my.happ.tools](https://my.happ.tools) — no coding required. The API is available for developers who want to build custom integrations. ### Which AI models can I use? [#which-ai-models-can-i-use] Happ supports multiple providers and models: * **OpenAI** — GPT-4o, GPT-4o Mini, GPT-4 Turbo, GPT-4, GPT-3.5 Turbo * **Claude (Anthropic)** — Sonnet 4.5, Sonnet 3.7, Sonnet 3.5, Opus 3.5, Opus 3, Sonnet 3, Haiku 3 * **Gemini (Google)** — 2.0 Flash, 1.5 Pro, 1.5 Flash, 1.5 Flash 8B * **Groq** — GPT-OSS 120B (ultra-fast inference) See [Assistants > AI Model Configuration](/docs/assistants#ai-model-configuration) for the full list. ### Can I use multiple AI assistants? [#can-i-use-multiple-ai-assistants] Yes. You can create multiple assistants, each with its own prompt, knowledge base, tools, and AI model. Assign different assistants to different channels or use cases. ## Channels [#channels] ### Which messengers are supported? [#which-messengers-are-supported] Telegram, Instagram, WhatsApp, Facebook Messenger, and Viber. See the [Channels Overview](/docs/channels) for details on each. ### Can one assistant work on multiple channels? [#can-one-assistant-work-on-multiple-channels] Yes. A single assistant can handle conversations on all connected channels simultaneously. Each channel creates separate conversations per customer. ### What happens if I disconnect a channel? [#what-happens-if-i-disconnect-a-channel] Active conversations stop receiving AI responses. Historical conversation data is preserved. You can reconnect the channel at any time. ### Do customers know they're talking to an AI? [#do-customers-know-theyre-talking-to-an-ai] That's up to you. Configure the assistant's prompt to identify itself as AI or present itself as a regular support agent. ## AI & Conversations [#ai--conversations] ### How do I improve my assistant's responses? [#how-do-i-improve-my-assistants-responses] 1. **Refine the prompt** — Add specific instructions, tone guidelines, and examples 2. **Add knowledge** — Upload documents, FAQs, and website content to the [Knowledge Base](/docs/knowledge) 3. **Use a better model** — GPT-4o and Claude Sonnet 4.5 produce higher quality responses 4. **Review conversations** — Check the [Chat Dashboard](/docs/chats) to identify patterns where the assistant struggles ### Can the assistant perform actions (not just chat)? [#can-the-assistant-perform-actions-not-just-chat] Yes. Configure [tools](/docs/tools) to let the assistant call external APIs — make bookings, update CRM records, check availability, look up data, and more. ### What happens when the assistant can't answer? [#what-happens-when-the-assistant-cant-answer] The assistant responds based on its prompt instructions (e.g., "I don't have that information, let me connect you with a team member"). You can configure the `turnOffAiMode` [built-in tool](/docs/tools#built-in-tools) to automatically disable AI and alert your team via [Telegram Push Notifications](/docs/integrations/notifications). ### Can a manager take over a conversation? [#can-a-manager-take-over-a-conversation] Yes. Toggle AI off for any conversation — manually from the dashboard/mobile app, via the `/bot` command in Telegram, or automatically via the `turnOffAiMode` tool. When AI is off, you can respond manually. Set up [Telegram Push Notifications](/docs/integrations/notifications) to alert your team when handoff occurs. See [AI Control & Human Handoff](/docs/ai-control) for full details. ### How fast does the AI respond? [#how-fast-does-the-ai-respond] Typically within a few seconds. Happ uses a 4-second debouncing system — if a customer sends multiple messages in rapid succession, the assistant waits and processes them together. You can tune response behavior with the **eagerness** setting on voice assistants (Eager, Normal, Patient). ### What is the context window? [#what-is-the-context-window] The AI assistant sees only recent messages (approximately the last 10 minutes). Older messages are archived but preserved in the database. This keeps responses focused and token usage efficient. See [AI Control > Context Window](/docs/ai-control#conversation-context-window). ### Does AI automatically turn back on after handoff? [#does-ai-automatically-turn-back-on-after-handoff] Yes. If AI mode is turned off and there's no activity for approximately 10 minutes, AI automatically resumes. This prevents conversations from being left in manual mode indefinitely. ## Voice [#voice] ### How does the voice assistant work? [#how-does-the-voice-assistant-work] The voice assistant answers phone calls using AI. It converts speech to text (STT), generates a response using your configured AI model, and converts it back to speech (TTS) — all in real-time. It can also execute tools during calls. See [Voice Assistant](/docs/voice). ### Which telephony providers are supported? [#which-telephony-providers-are-supported] Binotel, Ringostat, Phonet, and Unitalk. Any SIP-compatible provider can potentially be used. See [Telephony Providers](/docs/voice/providers). ### Can I choose the voice? [#can-i-choose-the-voice] Yes. Choose from 30 built-in voices or connect [ElevenLabs](/docs/voice/providers#elevenlabs-premium-voices) for premium natural-sounding voices with multiple languages and accents. ## Billing [#billing] ### What plans are available? [#what-plans-are-available] Happ offers separate plans for text and voice: **Text plans** (messenger assistants): Creative ($200/mo), Pro ($500/mo), Pro Plus ($1,000/mo) **Voice plans** (phone call assistants): Mini ($100/mo), Base ($250/mo), Pro ($500/mo) See [Billing & Plans](/docs/billing) for full details. ### How are tokens counted? [#how-are-tokens-counted] Tokens are consumed when the AI processes and generates text. Longer conversations, more capable models, knowledge base searches, and tool calls all consume tokens. Monitor usage in **Settings** > **Billing**. ### What happens when I run out of tokens? [#what-happens-when-i-run-out-of-tokens] Your assistants may stop responding until tokens are replenished (at your next billing cycle or by upgrading your plan). ### Can I change my plan? [#can-i-change-my-plan] Yes. Upgrade at any time for immediate access. Downgrades or cancellations take effect at the end of your billing period. ## Data & Security [#data--security] ### Is my data secure? [#is-my-data-secure] Yes. Happ uses industry-standard security practices: * JWT-based authentication with access tokens * HTTPS encryption for all data in transit * Data isolation between companies * HMAC-SHA256 webhook request signing ### Can I delete my data? [#can-i-delete-my-data] Yes. You can delete individual conversations, knowledge entries, or your entire company workspace. Data deletion is permanent. ### Where is data stored? [#where-is-data-stored] Conversation data is stored in PostgreSQL databases. Files are stored in secure cloud storage. Vector embeddings for the knowledge base are stored in Qdrant. ## Support [#support] ### How do I get help? [#how-do-i-get-help] * Check this documentation for guides and answers * Visit the [API Reference](https://api.happ.tools/reference) for endpoint details * Contact support through the platform dashboard at [my.happ.tools](https://my.happ.tools)