PipeOne Help Center (F.A.Q.)
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Some of the frequently asked questions about our platform:
1. What are my first steps after creating an account?
As soon as you access your account, you'll find a message from our team with a few common steps teaching you how to add your colleagues (agents, managers and administrators), add contacts and how to set up your channels and integrations.
If you would like to have an overview of our platform, you can join us for a 30-minute live demo , schedule a 1:1 call to help you guide through or explore this quick overview of our main screen (conversations).
2. How can I upgrade or downgrade my plan?
Your monthly fee is based on how many active users you have in your account. So you can upgrade or downgrade your current plan at any time by reducing or increasing the number of active users.
We work hard to make things really simple for your business, so we just offer one plan with all our features available and our platform automatically adjust your monthly or annual fee based on the number of users in your account, adjusting the total price accordingly on the next period.
If you’d like to cancel, just talk to our team at anytime via help@pipeone.me or via our mobile channels - no hidden messages, no questions, and no gotchas. we'll not charge you for the next period and your access will be valid until the end of your current term.
3. How can I add funds for SMS?
Account balance has to be at least USD 20 to use SMS as channel and we'll automatically reload your account by charging the credit card on file to keep this minimum. If you'd like to keep a higher balance, just fill out the following form:
If you prefer, you can also ask to our team via messaging apps, web chat or email.
How much exactly do I pay for SMS?
No setup fee and no extra cost on our end when you integrate your Twilio account with PipeOne.
We'll only charge you a small fee of USD 0.005 per message SENT through our platform after you reach 20,000 messages included for free each month for all PipeOne channels, not accumulative.
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Related information:
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4. How do I send SMS to other countries?
Our platform is ready to send and receive globally messages, but it depends on mobile carrier availability and coverage for corporate messaging of each country. When you sign up for a new account, it's already available for Brazil, Canada, USA and UK.
If you live in any other country or would like to have a local number in a different region, please, let us know to check availability and we'll get back to you as soon as possible OR feel free to use your own Twilio account.
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Related information:
5. What happens if I send a SMS with more than 160 characters?
Any message exceeding the limit of characters defined by each mobile carrier (usually 160) can be fractionated into two or more messages (being independently charged as well).
Considering that each mobile carrier has its own rules and characteristics, it's not guaranteed, but nowadays most of them will concatenate and merge these fractionated messages into one, so to your contacts it could be just like one big message.
6. How to integrate Facebook Messenger or Telegram?
First things first, you need to be an administrator user and then:
Access app.pipeone.me
Click on "Configurations" (menu on your left) and then "Channels and Integrations".
Select what integration you would like to add.
For Facebook Messenger: you just need to connect your Facebook page.
For Telegram: Follow the step by step to create your business profile on the app.
7. How WhatsApp integration works?
HOW IT WORKS:
You can use the WhatsApp Business Official API integration to help you increase efficiency and better manage your WhatsApp conversations with several simultaneous agents under the same mobile number of your company.
Always-on integration via web servers without the need to have a phone connected to the internet.
You can start a conversation with a customer using a pre-approved template messages for notifications like appointment reminders, shipping information, issue resolution or payment updates.
Once your customers message you, a conversation session starts and lasts for 24 hours from the most recently received message. During this 24 hours period you are allowed by Facebook to share whatever you want, including media content.
WHAT FACEBOOK CHARGES:
Facebook inc (Meta) has a conversation-based pricing model which includes all messages delivered and received in a 24 hour session for each contact.
The first 1,000 conversations each month are free and also when your contacts message your business using call-to-actions buttons on Ads that Click to WhatsApp or a Facebook page call-to-action buttons.
We work with the biggest Facebook Business Partners: Twilio and 360 Dialog.
Rates for business-initiated and contact-initiated conversations vary by country or region and you can check Facebook rate cards for countries and regions HERE.
WHAT PIPEONE CHARGES:
No setup fee and no extra cost on our end.
We'll only charge you a small fee of USD 0.005 per BULK MESSAGE SENT after you reach 20,000 messages included for free each month, not accumulative.
WHAT'S THE ACTIVATION PROCESS?
Login to your account as admin and follow the step by step on our channels and integrations page or request by getting in touch with us and our team will guide you through the process
In case you'd like to use a phone number that is already in use with WhatsApp you will need to delete your WhatsApp account first as described by Facebook HERE. Be mindful of the fact that there is no way back to the WhatsApp App following an upgrade (can't be used afterwards) and your existing chats (history) cannot be imported as well due Facebook restrictions.
8. Do you have API?
You can integrate any app using our Zapier page without any extra cost from PipeOne. We offer 2 triggers and 4 different actions that you can mix all together with your favorite app or platform:
As triggers:
New Message - when your contacts send a message.
New Status Conversation - when a conversation status has changed.
As actions:
Create or update contact with basic information.
Send a SMS message to a defined contact.
Create or update user with basic information.
Create an internal note inside contacts (only visible for agents).
If you need any help with that, just drop us a line.
9. Do you have a mobile app?
Our platform is mobile friendly, so you can use the amazing features that we offer via your smartphone browser (iOS and Android devices).
Besides that, we are working on an app with a set of on-the-go features and notifications. Explore our public roadmap and subscribe to our newsletter to keep up to date on our monthly new features.
10. How can I share feedback or suggestions for new features?
We are here for you and we're always looking for new ideas to make your experience even better. Everything we've built so far was based on customer's feedback, so it would be amazing to hear from you!
While logged in the platform, just click on the menu "Help and Support" and then "Give us feedback".
If you prefer, drop us a line via any mobile messaging app, contact form or email. It will be a pleasure to hear from you! By the way, we usually post most of the ideas that we've received on our public roadmap.
11. How can I stay up to date on new PipeOne features?
Explore our public roadmap and subscribe to our email newsletter. The best ways to be the first to know about our new features.
12. How do I contact support team and what is the SLA?
Explore some of the most common problem solving steps when using our platform.
If you need to talk to us, there are many ways: Via our web chat icon (right bottom corner of this page), Facebook Messenger, WhatsApp, Telegram, by texting to +1 (929) 238-8131, email help@pipeone.me or even via contact form.
We usually reply immediately or in a few hours, but if it's something that we need to take a deeper look, expect a SLA of 24 hours to get back to you. Our team is here for you during business days from 10am to 6pm US Eastern Time (GMT-5).
Please, when you write to us, let us know how we can help you by including detailed information about your needs, so this way we can analyse and get back to you as soon as possible.