Support Center

How does Mabii work?

Mabii is an AI that finds leads, contacts them, and books appointments for you. You start by pasting your website URL or Google Business link during onboarding. Mabii crawls your site, learns your business, generates a playbook (tone, outreach strategy, escalation rules), and then runs 24/7 — replying to web chat, email, and social messages, sending cold outreach (on Respond+Reach), and booking appointments.

What do I need to get started?

A website URL or Google Business Profile link, and a business email. During onboarding you create an account and choose a plan. No credit card required for the 14-day free trial.

What plans are available?

Respond ($97/mo): AI chat widget, unified inbox, appointment booking, 200 conversations/month. Respond+Reach ($247/mo): Everything in Respond, plus cold outreach, lead discovery, Instagram and Facebook Messenger, and 2,000+ conversations. Both include a 14-day free trial.

What counts as a conversation?

Each inbound message from a lead — whether from web chat, email reply, Instagram DM, or Facebook Messenger — counts as one conversation. Your plan's monthly limit applies to inbound messages in the current calendar month. The Feed shows "Conversations this month" so you can track usage. Outbound messages and AI replies do not count against your limit.

How do I add the chat widget to my website?

Go to Settings → Chat widget. Copy the one-line script snippet and paste it before the closing </body> tag on your website.

<script src="https://your-domain.com/widget.js" data-tenant="YOUR_TENANT_ID"></script>

Where do I paste the widget code?

Paste it in your site's HTML, just before the closing </body> tag. Most website builders (WordPress, Squarespace, Wix, Webflow) have a "Custom code" or "Footer script" section where you can add this. On WordPress, use a plugin like "Insert Headers and Footers" or add it in your theme's footer template.

Will it work on my website?

Yes. The widget is a lightweight JavaScript snippet that works on any site where you can add custom code — WordPress, Squarespace, Wix, Shopify, custom HTML, and more. It loads a chat bubble in the bottom-right corner that opens a conversation panel.

The widget isn't showing up. What do I do?

Check that you pasted the full script tag with your tenant ID (from Settings). Clear your browser cache. Make sure no ad blockers or privacy extensions are blocking the script. If it still fails, contact support with your site URL and we'll help debug.

How do I connect Instagram or Facebook Messenger?

In Settings → Channels, click "Connect with Meta." You sign in with Facebook and authorize Mabii to manage your linked Instagram and Facebook pages. Requirements: a Facebook Business Page, and Instagram must be a Business or Creator account linked to that Page. One connection enables both Instagram DMs and Facebook Messenger. WhatsApp support is coming soon.

What is the 24-hour messaging window on Meta?

Instagram and Facebook only allow you to send free-form messages to a user within 24 hours of their last message. After 24 hours, you must use approved message templates or wait for them to message again. Mabii respects this: it sends templates when outside the window and free-form replies when inside.

Who receives escalation emails?

When the AI hands off a conversation (escalate to human), we email the address set in Settings under "Escalation contact." If left blank, we use your account email. You can set a dedicated escalation email (e.g. support@yourbusiness.com) and optional phone. The email includes the lead name and a link to the conversation in your Inbox.

How do I connect my Google Calendar?

In Settings → Calendar, enter your Google email or calendar ID (e.g. your-email@gmail.com or calendar-id@group.calendar.google.com). Appointments booked by Mabii will sync to that calendar. You can use a personal Gmail or a shared Google Workspace calendar.

Can I get notified of new messages?

Yes. In Settings → Notifications you can enable "New message" (email when a lead sends a message) and "Weekly report" (summary of activity). Both default to on; you can turn them off anytime.

What are lead statuses?

Leads move through a pipeline. Statuses: New (not yet contacted), Contacted (outreach sent), In conversation (replied or chatting), Qualified (ready to book), Booked (appointment scheduled), Converted (became a customer), Lost (didn't convert), Unsubscribed (opted out). You can update status manually on the Leads page.

How do I import leads from a CSV?

On the Leads page, use the CSV import section. Your file must include: owner_email (required), business_name, owner_name, website, niche, city. One row per lead. You can optionally check "Queue imported leads for outreach" to add them to the outreach pipeline (Respond+Reach only).

How do I export my leads?

On the Leads page, apply any filters (status, search) you want, then click "Export CSV." The export uses the same filters. The file includes: owner_name, owner_email, business_name, city, source, status, last_contacted_at, created_at.

Where do leads come from?

Leads can come from: web chat (widget), inbound email, Instagram DMs, Facebook Messenger, cold outreach (Respond+Reach), CSV import, or referral. The source is shown on each lead so you know the origin.

What is the unified inbox?

All conversations — from web chat, email, Instagram, and Facebook — appear in one Inbox. You see who said what, when, and on which channel. Mabii replies automatically; you can jump in anytime to take over.

How do I take over a conversation?

Click into the conversation and start typing. As soon as you send a message, Mabii pauses for that thread. You're now "handling" it. When done, click "Hand back to AI" to let Mabii resume.

What are escalation triggers?

Escalation triggers tell the AI when to hand off to a human. In Settings → Playbook, add phrases or topics (one per line), e.g. "Asks to speak to a person" or "Complaint about service." When the AI detects these, it escalates and emails your escalation contact.

Can I see why the AI said what it said?

Yes. In the Inbox, each AI message has a "Why this response" expandable section that shows the reasoning and actions (e.g. capture_lead, update_lead_status) the AI took.

How does cold outreach work?

On Respond+Reach, you configure a target niche and city (e.g. "dentists" in "Austin, TX"). Mabii discovers leads, sends personalized cold emails, and follows up. Replies land in your Inbox. The sequence is 3 steps over several days. Emails are sent Mon–Fri during business hours (configurable).

What are the radius options?

Local (city-level), Regional (metro/state), National, or Global. This shapes how broad your lead discovery is.

What is outreach health?

Health reflects deliverability and engagement. Green = healthy, Yellow = caution (e.g. low reply rate), Red = paused (e.g. high bounce rate). If health goes red, outreach is automatically paused to protect your sender reputation. Contact support to resolve.

Can I pause outreach?

Yes. On the Outreach page, use the Pause/Resume toggle. Pausing stops new outreach sends but does not affect existing conversations or inbound messages.

Where do appointments show up?

Appointments booked by Mabii (or by you) appear on the Calendar page and sync to your connected Google Calendar. Each appointment shows the service, time, duration, status, and whether it was booked by AI or human.

How does the AI book appointments?

When a lead is ready to book, the AI uses availability and creates the appointment. The lead receives confirmation. You can connect Google Calendar so events appear there too.

Do I get reminders?

Reminders are sent to leads (e.g. 24 hours before, 1 hour before). No-show handling: if a lead doesn't show, Mabii can send a follow-up to reschedule.

What's the difference between Respond and Respond+Reach?

Respond: AI chat widget, unified inbox, appointment booking, 200 conversations/month. No cold outreach. Respond+Reach: All of the above, plus cold outreach, lead discovery, Instagram and Facebook, 2,000+ conversations (or unlimited on higher tiers).

How do I upgrade?

Contact support@mabii.org with subject "Upgrade." We'll switch your plan; upgrades take effect immediately.

Can I cancel?

Yes. In Settings, use the cancel option. Your account stays active until the end of your billing period. You can reactivate later by subscribing again. No long-term contracts.

Where do I get receipts?

In Settings, you can view recent payments and download receipts. Billing is handled by Paddle.

Is my data safe?

Yes. We use bank-grade encryption in transit (TLS) and at rest. Data is stored in SOC 2 compliant infrastructure. We do not use your conversation data to train general-purpose AI models.

What happens if the AI says something wrong?

You can take over any conversation at any time from the Inbox. Set escalation triggers so the AI hands off when sensitive topics come up. All conversations are logged so you can review and adjust your playbook or escalation rules.

Is Mabii GDPR compliant?

We follow GDPR principles: data minimization, encryption, and user rights. Contact support for data export or deletion requests.

I see an error with a support code (MBX-xxxx). What do I do?

Support codes help us find your issue quickly. Copy the code (e.g. MBX-550e8400) and email support@mabii.org with it in the subject or body. Include a short description of what you were doing.

A page won't load or shows an error. What now?

Try refreshing. If the error persists, note the support code (MBX-xxx) if shown, and contact support. Check the Status page to see if there's a known outage.

I forgot my password.

Use the "Forgot password" link on the login page. You'll receive an email to reset it.