Question 1

What's the difference between "Tools" and "MCP Tool Calls"?

Accepted Answer

Tools is the number of integrations you can configure — CRM lookups, database queries, webhooks, API connectors. MCP Tool Calls is how many times your agents use those tools during live conversations. Think of tools as what's installed, and tool calls as how often they're used. A support agent typically makes 3–5 tool calls per conversation.

Question 2

What is the Knowledge Base, and what can I upload?

Accepted Answer

The knowledge base is where your agent finds accurate answers instead of hallucinating. Upload PDFs, docs, FAQs, policy manuals, product specs — anything your agent needs to reference. Chanl chunks and indexes your content for real-time retrieval during conversations. Each plan has a limit on how many separate knowledge bases you can maintain.

Question 3

What does Persistent Memory mean?

Accepted Answer

Your agent remembers context across conversations. If a customer called last week about a billing issue, the agent knows that when they call again — no need to repeat themselves. Memory is scoped per customer and persists across channels (voice, chat, messaging). All plans include this.

Question 4

What are Scorecards and Evaluations?

Accepted Answer

Scorecards are grading rubrics you define — things like "did the agent verify the customer's identity?" or "was the tone professional?" Evaluations are individual scoring runs: every time a conversation (real or simulated) is graded against a scorecard, that's one evaluation. Higher plans include more evaluations so you can grade every conversation, not just a sample.

Question 5

How do simulation tests and test personas work?

Accepted Answer

You create AI personas — each with a backstory, personality, and goal (e.g., "frustrated customer demanding a refund for a 6-month-old order"). Chanl runs those personas against your agent at scale, then auto-scores every response with your scorecards. You catch failures before real customers do. Startup plans and above can schedule tests to run automatically on a cadence.

Question 6

What's the difference between analytics tiers (Dashboards vs. Live Listening)?

Accepted Answer

All plans get dashboards — call volume, duration, resolution rates, sentiment trends. Startup adds Live Listening (monitor active calls in real-time) and configurable alerts when scores drop or agents go off-script. Business adds SLA tracking and reporting for compliance teams.

Question 7

What counts as an Integration?

Accepted Answer

Each external system your agents connect to — a CRM, helpdesk, calendar, payment processor, or custom API — counts as one integration. Chanl supports MCP and OpenAPI connectors, so most REST APIs work out of the box. Business plans have unlimited integrations.

Question 8

Which AI platforms does Chanl work with?

Accepted Answer

Chanl sits behind your existing provider — VAPI, Retell, Bland, ElevenLabs, Twilio, Pipecat, or any MCP-compatible platform. Your agent stays where it is and connects to Chanl for memory, tools, knowledge, and guardrails. Voice, chat, SMS, and messaging all supported. No migration required.

Question 9

Is the Free plan enough to actually build something?

Accepted Answer

Yes. Free includes 5 agents, 2 knowledge bases, 10 tools, 1,000 MCP tool calls, 25 evaluations, 3 scorecards, and API access — no credit card required. It's enough to build, test, and iterate on a working agent end-to-end. Voice minutes are pay-as-you-go so you can test calling without a monthly commitment.

Question 10

What happens when I exceed my plan's included usage?

Accepted Answer

You're never cut off mid-conversation. Overage is billed at low per-unit rates — pennies per minute, conversation, or evaluation. You can set spending alerts in the dashboard to get notified before hitting a threshold you set.

Question 11

Can I switch plans or cancel anytime?

Accepted Answer

Upgrade instantly — new limits apply immediately. Downgrade or cancel anytime; changes take effect at the end of your billing cycle. No lock-in, no cancellation fees. Annual billing saves 20%.

Question 12

How long is my data retained?

Accepted Answer

Free: 7 days. Lite: 30 days. Startup: 60 days. Business: 90 days. Enterprise: unlimited. Transcripts, evaluations, and analytics are all retained within your plan's window. You can export data at any time.

Question 13

Do you offer enterprise or custom plans?

Accepted Answer

Yes. Enterprise plans include custom volumes, a dedicated success manager, SLA guarantees, SSO/SAML, unlimited data retention, and onboarding support. Reach out at hello@chanl.ai.

Pricing designed to
scale with you

Build

Connect

Monitor

Compare plans in detail

Build

Connect

Monitor

Enterprise

Frequently Asked Questions

Pricing designed to scale with you

Build

Connect

Monitor

Compare plans in detail

Build

Connect

Monitor

Enterprise

Frequently Asked Questions

What's the difference between "Tools" and "MCP Tool Calls"?

What is the Knowledge Base, and what can I upload?

What does Persistent Memory mean?

What are Scorecards and Evaluations?

How do simulation tests and test personas work?

What's the difference between analytics tiers (Dashboards vs. Live Listening)?

What counts as an Integration?

Which AI platforms does Chanl work with?

Is the Free plan enough to actually build something?

What happens when I exceed my plan's included usage?

Can I switch plans or cancel anytime?

How long is my data retained?

Do you offer enterprise or custom plans?

Pricing designed to
scale with you