Brand FAQ
Short answers to the questions brands ask most, each with the article that covers it in full.
Setup
Do I need developers or an API?
No. There is no public API or SDK to integrate. You connect your own accounts and run everything from your dashboard. See What Razviel runs for you.
Which channels work today?
Email and Live Chat, through Gorgias. WhatsApp, Instagram, SMS, Facebook and TikTok are ready and wait for their source to be connected. See Channel routing.
When does my trial start?
When your first Human Node arrives on your brand, not when you subscribe. See The free trial.
Can a store have a second trial?
A store on which any invoice has been paid never gets another free trial. A store whose trial ended without converting can take another one 60 days after the first ended, and can start on a paid plan at any time before that. See Trials per store.
The AI and your policy
Can the AI refund any amount?
No. The AI can only move money within the limit you set in your Charter for that case and that customer segment. See Limits on money actions.
Does an escalated ticket use my plan?
No. Only the tickets the AI resolves on its own count against your plan. See Your AI resolution allowance.
What happens when my allowance runs out?
New tickets go to your helpdesk, with a notice in your dashboard. They never go to a Human Node, and Razviel publishes no overage rate. See When the allowance runs out.
Human Nodes
Are Human Nodes part of Razviel?
No. Human Nodes are independent service providers under contract with Razviel. See Who your Human Nodes are.
Can a Human Node log into my Shopify or Gorgias?
No. A Human Node works only in the Razviel Console. See What a Human Node can see and do.
Is there human coverage around the clock?
No. The AI answers around the clock. Human coverage runs Monday to Friday, 9:00 to 17:00 Eastern Time. See Human coverage hours.
Can I choose a specific Human Node?
No specific Human Node is guaranteed. You can ask to replace the one who serves you with Request Agent Swap, which happens once a certified replacement is ready. See Pause, remove or swap a Human Node.
Data, plan and account
Does my data help other brands' AI?
No. No customer data crosses from one brand to another — not raw material, and not de-identified, aggregated or derived material either. Razviel operates no cross-customer improvement. See No cross-brand learning.
Can I export my reports?
The Ledger and the Executive Deck are read inside your dashboard and are not exported. A copy of your raw data is available on request. See Your data after you cancel or leave.
Can I move a store to another workspace?
No. A store stays with the workspace it was first connected to. See Workspaces.
Do I get money back if I cancel mid-cycle?
No. The service continues until the end of the cycle you paid for, and that cycle is not refunded. See Cancel your plan.
When does an increase to my plan take effect?
More AI resolutions apply and are invoiced the moment you confirm them. An increase that adds a Human Node applies, and is invoiced, when the Human Node is in place, and a request that adds both moves as one — until then nothing is charged and you can cancel the request. See Add or remove capacity.
What happens if a payment fails?
The AI is frozen for 1 day while you fix it, with your tickets still captured and classified and your Human Nodes untouched. Your Human Nodes then go on standby for 5 days, and paying inside that window keeps the same Human Nodes. After it, the allocation ends. See If a payment fails.