FAQ
Frequently asked questions
Getting started
What is TickTack?
An AI front desk for your business. It answers customers on WhatsApp, your website and voice calls, captures every enquiry as a lead, follows up automatically and hands over to your team when needed.
Do I need a developer?
No. Connecting WhatsApp, setting up the AI, follow-ups, automations, forms and campaigns all happen in the portal with no code. Integrations with your own systems use our API once.
How long does setup take?
You connect WhatsApp with a Facebook login, fill in the AI builder and switch on.
Can I keep using WhatsApp on my phone?
Yes. With coexistence, you and the AI share the same number, and TickTack imports up to 6 months of chat history.
Is TickTack an official WhatsApp solution?
It runs on Meta's official WhatsApp Business Cloud API.
AI agent
Will the AI make things up?
The scope guard checks replies against your own material and replaces invented prices or facts with a safe fallback.
Can my team take over?
Yes, at any time. Any human reply pauses the AI on that chat.
Can I use my own AI provider?
Yes. Bring your own key for OpenAI, Gemini, Grok or any OpenAI-compatible provider.
Messaging and marketing
What is the WhatsApp 24-hour window?
You can send free-form messages within 24 hours of a customer's last message. After that, you need a Meta-approved template. TickTack handles this automatically.
Can I send bulk WhatsApp messages?
Yes, as compliant campaigns with approved templates to people who agreed to hear from you. Opt-outs are honoured automatically, and campaigns pause themselves if quality drops.
How do customers opt out?
They send a STOP word or tap a stop button.
Data and security
Who can see my conversations?
Only the team members you give access to, by role and by branch.
How long are call recordings kept?
90 days by default. Transcripts and analysis remain.
Billing
What currency do you bill in?
AED, excluding 5% VAT.
Are WhatsApp fees included?
Meta's message charges are billed separately at cost.