Frequently asked questions

Everything a visitor — or an agent — should know about Polycarp.

What is Polycarp?

Polycarp is an AI agent for your business, working on your website. It reads your website's content, and then answers your visitors' questions in a chat bubble on your site — grounded in what you actually say, not the open web. You add it to your website with a single script tag.

Where do its answers come from?

From your own content. When Polycarp answers, it retrieves the relevant pages from your site's indexed knowledge and answers from them — each answer shows "learn more" links back to the pages it used. If your content doesn't answer a question, Polycarp says so plainly and offers to connect the visitor with a human instead of guessing. It never invents prices, policies, or facts. The one other source is a system you connect yourself, such as your Shopify store: when a signed-in customer asks about their order, the agent reads that order from your system and answers from it.

Can it take actions, like refunds?

Yes, the ones you set up. You connect your shop or your own system and write a procedure: when it applies, which steps it may take, and your rules, such as "only delivered orders" or "within 30 days of delivery". The model proposes each step, but the rules are checked in code, not by the model. Every action has a limit you set. Up to it, the agent acts; above it, the request waits in your dashboard for someone on your team to approve or reject, and the answer appears in the visitor's chat. Actions on an account are only ever taken for a visitor your site has signed in, never for someone who merely types a name or an order number. You can try one on the Nordvik Crafts sample shop.

Do actions like refunds cost extra?

Yes, a little. Each action the agent completes for a customer, such as a refund issued or a change made in your system, is €0.25, on top of your plan and on every plan. Actions that are refused, rejected or fail are not charged, and neither are answers, order lookups, handoffs or anything in your own test chats. Every charged action is recorded on its conversation, and your account page shows the month's count as it happens. It is invoiced with the month's overage.

Can my team use it, and do I pay per person?

Everyone who works your agents has their own login, so every reply to a visitor, every approval and every change carries their name. Owners run the account (billing, the team, turning actions on); members do the work (the inbox, replies, knowledge, procedures and approvals). Starter includes 3 people, Growth 5 and Business 10; each person beyond is €10 a month. Add and remove people yourself on the Team page; someone removed can no longer sign in, and their name stays on what they did. You can also set how large an action each person may approve, such as refunds up to €100 for one person and any amount for another; the limit is checked at the moment of approval, and a refused approval is recorded.

Can I use actions during the free month?

You can build and try every procedure in your Test bench and on the demo shop. Actions for your real visitors are off during Starter's free month until an owner turns them on; from that moment each action completed is €0.25, and the free month still covers your conversations.

How do I connect Shopify?

Through an app you create for your own store in Shopify's Dev Dashboard, with permission to read and refund orders. You paste its client ID and secret into your agent's Procedures page, and the agent gets two ready-made procedures: "where is my order" and "refund an order", the refund starting with a limit of zero so every refund waits for you until you raise it. It isn't a one-click install from the Shopify App Store yet; the getting-started guide walks through the steps.

Does it remember my customers?

The ones it knows: people your site has signed in, and people who left their email for your team. Their conversations are read once they go quiet for what they show, such as ready to buy or unhappy, and for what the customer said about themselves, like a preference or what they ordered. Your team sees it all on the Customers page and can correct any of it. The agent uses it only when your site has signed the customer in, so it never mistakes someone else for them. Anonymous visitors have no record.

Does the agent get better over time?

Yes, with you in the loop. When the agent couldn't answer a question and your team did, Polycarp drafts that answer for your knowledge base. You approve, edit or dismiss it; once approved, the agent answers from it and cites it as coming from your team. Nothing a visitor says enters the knowledge base on its own.

How do I get an agent for my site?

Three steps. First, we point Polycarp at your website — it indexes your public pages and proposes a look drawn from your own brand colours. Second, you shape the agent: its name, tone, and where conversations should hand off to a person. Third, you paste one script tag into your site and the agent is live. You can do all of it yourself from signup, or tell us about your site and we'll set it up with you.

What does it cost?

Plans are priced by conversations a month, with everything included on every plan: Starter is €29 for 300 conversations, Growth €99 for 1,500, Business €299 for 5,000, then a per-conversation rate beyond the allowance or a monthly stop. Prices are in euro and exclude VAT; pay yearly and a year costs ten months. When your agent completes an action for a customer, such as issuing a refund, that action is €0.25; answers, lookups and handoffs are never charged. As a launch offer, Business is €249 a month for your first six months. If you expect more than 5,000 conversations a month or need something tailored, get in touch and we'll agree a custom plan. You choose a plan and enter your card when you sign up; on Starter nothing is charged for thirty days, we email you a week before the first charge, and cancelling before then costs nothing. Growth and Business are billed from the day you sign up. Prefer us to set it up with you? Tell us about your site on the home page. Full details on the pricing page, and how that compares with Fin, Gorgias, Tidio and Chatbase on our price comparison.

Can it hand a conversation to a real person?

Yes, in two ways. The agent offers a human whenever it can't help — and if the visitor agrees, a short contact form captures their details and the conversation context for your team. Your team can also take over a live conversation entirely: the agent goes quiet, the visitor talks to your person, and the agent returns when the conversation is handed back.

What happens to conversation data?

Each business's agent runs in its own isolated tenant — one business's content and conversations are never visible to another's, and that isolation is enforced by the platform underneath, not by policy. Visitor conversations belong to the visitor's browser unless they sign in to your site, at which point the conversation can attach to their account and follow them across devices. You can erase a single conversation, or everything one person said, from your dashboard; what's kept is a record that an erasure happened, never what was said.

Does it work in other languages?

Yes. Your agent answers in the language your customer writes in, from your website as it is: you don't translate anything. A customer who asks in Polish gets a Polish answer from your English pages, with the pages it came from.

The rest of the conversation follows them too. The chat window, the form for reaching a person and the email your team's reply arrives in are in their language — English, German, French, Spanish, Italian, Polish or Portuguese — and your team is told which language they wrote in, so they can answer in it. In other languages the answers still come in the customer's language; the chat window itself stays in English.

You can try it on our sample businesses: ask Nordvik Crafts in German, or Harbour Dental in Polish.

What powers Polycarp?

Polycarp is built on Yohanun, a governed memory platform for AI. Yohanun is what enforces the grounding, the tenant isolation, and the retrieval controls that make Polycarp's answers trustworthy.

Can I see it working?

Yes — the chat bubble on this very website is Polycarp answering questions about itself. The sample businesses each have their own agent reading their own pages, and the agent vs chatbot page puts one beside a rule-based chatbot. To get one for your own site, start your free month at polycarp.yohanun.com/signup.