Frequently asked questions
These are the questions about StrikeUp that do not belong to one screen: your account and your team’s access, the languages of the app and the widget, what is recorded and what you can delete, where AI costs are shown, and how to get help. Questions about a particular screen or feature are answered on its own guide, linked from each answer below.
General
Section titled “General”What does StrikeUp do?
Section titled “What does StrikeUp do?”StrikeUp turns your API into an AI assistant that your customers use inside your own product. You import your API’s specification as a toolkit under ConfigureToolkits, choose which of its endpoints the assistant may call, and place the chat widget in your product. Start with From sign-up to an assistant in your product.
Where are the API servers now?
Section titled “Where are the API servers now?”APIs are called toolkits. Open ConfigureToolkits and select “Add toolkit” to import another API from the address of its OpenAPI or Swagger specification. Each endpoint becomes a tool, switched off until you choose it. See Toolkits.
How do I open the setup wizard again?
Section titled “How do I open the setup wizard again?”You cannot. The setup wizard appears only for a new company, until it is finished, and no menu item opens it again. Everything it does can be done on its own screens: ConfigureToolkits, ConfigureUser Interface and ConfigureEmbed. See the setup wizard.
Where are blocked messages and policy violations listed?
Section titled “Where are blocked messages and policy violations listed?”Under AnalyticsViolations, not under Security. The Security section holds the settings that block messages, such as Guardrails; the record of what was blocked lives with the other logs. See Violations.
Where did the token usage and credits charts on the dashboard go?
Section titled “Where did the token usage and credits charts on the dashboard go?”They were removed from the Dashboard. Open DashboardAI Spend instead: it shows the input and output tokens and the estimated cost of your calls to AI models, broken down by model, stage, widget and customer. See AI Spend.
Why is a menu item missing that my colleague or this site mentions?
Section titled “Why is a menu item missing that my colleague or this site mentions?”Three screens appear only when their feature is on for your workspace: AI Gateway, which StrikeUp switches on, Knowledge Base and Integrations. Right after sign-up, the last two can be missing until you sign out with SettingsLogout and sign in again. See Configure.
Which time zone does StrikeUp use?
Section titled “Which time zone does StrikeUp use?”There is no time zone setting for your company. The Dashboard pages and DashboardAI Spend count whole UTC days, and budgets under ConfigureBudgets & limits reset at midnight UTC. The widget passes each visitor’s own time zone from their browser to the assistant with every message.
Access and roles
Section titled “Access and roles”What is the difference between Admin, User and Guest?
Section titled “What is the difference between Admin, User and Guest?”An Admin can change every setting and manage users. A User or Guest can open and read every screen of the admin app but cannot save, create or delete anything. Every role can change their own password and two-factor authentication. Roles are managed under SettingsUsers. See Users.
Why do I see buttons that fail with “This action requires the Admin role.”?
Section titled “Why do I see buttons that fail with “This action requires the Admin role.”?”Your role is User or Guest. Most screens still show their buttons to every role, but StrikeUp refuses every change from these roles with “This action requires the Admin role.”, usually in a Request failed notice. Ask an Admin to make the change, or to give you the Admin role under SettingsUsers.
What can a User or Guest still do?
Section titled “What can a User or Guest still do?”They can read every screen, change their own password and two-factor authentication under SettingsProfile, and run tests that change nothing: testing a message against SecurityGuardrails, testing masking rules and testing knowledge-base search. The tool access simulation needs the Admin role.
Can I use one email address for two companies?
Section titled “Can I use one email address for two companies?”No. An email address belongs to one StrikeUp account, and an account belongs to one company. Signing up again with it answers “Email already registered”, and inviting it into another company answers “User with this email already exists.” Use a different email address for the second company.
Can I change the email address or name on my account?
Section titled “Can I change the email address or name on my account?”No. Your email address is your user name and cannot be edited, and StrikeUp keeps no display names; SettingsProfile shows your email, role and company ID read-only. To move to a new address, an Admin invites the new address under SettingsUsers and then deletes the old account.
Do capital letters in my email address matter?
Section titled “Do capital letters in my email address matter?”No. StrikeUp stores email addresses in lower case and ignores capitals when you sign up, sign in, accept an invitation or reset your password. If your account was registered as anna.becker@example.com, typing Anna.Becker@example.com signs you in to the same account. See Log in.
I think someone knows my password. What should I do?
Section titled “I think someone knows my password. What should I do?”Change it under SettingsProfile. A new password signs out every other browser and device: their sessions can no longer renew and end within 60 minutes. The browser you changed it in stays signed in.
Languages
Section titled “Languages”How do I change the language of the admin app?
Section titled “How do I change the language of the admin app?”Change your browser’s language. The admin app follows the browser each time it loads and has no language setting of its own, not even under SettingsProfile. It is available in English, German and Spanish; a browser set to any other language gets English.
Why are some screens or messages in English when my browser is in German?
Section titled “Why are some screens or messages in English when my browser is in German?”Some screens and labels have no German translation yet, so they appear in English. Messages that come back from StrikeUp’s server, such as “This action requires the Admin role.”, are always in English, and so are the help texts under SettingsResources.
Which language does the widget show my customers?
Section titled “Which language does the widget show my customers?”The widget follows each visitor’s browser language: English, German or Spanish, with English for any other language. The texts you write for it, such as the welcome text and the shortcut cards, can have their own translations under ConfigureUser Interface. See User Interface.
Data and privacy
Section titled “Data and privacy”Who in my company can see conversations and logs?
Section titled “Who in my company can see conversations and logs?”Every signed-in member of your company, whatever their role, can open the Dashboard, the Analytics pages and the customer and chat records under CRM. The full detail of an AI call and of a tool run, with request and response bodies, needs the Admin role. Your end customers never see the admin app.
Can I delete a customer, a conversation or a recorded AI call?
Section titled “Can I delete a customer, a conversation or a recorded AI call?”Customer records and conversations cannot be deleted in the admin app, and neither can the recorded calls to AI models or the violations. You can delete what the assistant remembers about a customer on their page under CRMCustomers. To have the AI text of a conversation erased, contact StrikeUp support with its chat session ID. See AI actions.
Can I choose how long data is kept?
Section titled “Can I choose how long data is kept?”No. The admin app has no data-retention setting; SettingsCompany has no time zone, language, retention or deletion controls. Where StrikeUp removes something on its own, such as old events of finished agent jobs, the page guide for that screen says so.
Can we delete our company’s StrikeUp account?
Section titled “Can we delete our company’s StrikeUp account?”Not in the admin app. Nothing under SettingsCompany or anywhere else deletes the company. An Admin can delete individual user accounts under SettingsUsers, but never their own or the last Admin. Contact StrikeUp support about closing the company’s account.
How do I keep personal data in my API’s answers away from the assistant?
Section titled “How do I keep personal data in my API’s answers away from the assistant?”Use masking rules under SecurityData masking. A rule hides a field in your API’s responses before the assistant and the tool-run log see it. StrikeUp suggests rules for fields that look like secrets or personal data when it imports a toolkit. See Data masking.
Are the AI provider keys we save visible to anyone?
Section titled “Are the AI provider keys we save visible to anyone?”No. OpenAI and Gemini keys saved under SettingsCompany are stored encrypted and never shown again, not even to the person who saved them; the page only says whether a key is saved. Keys of AI Gateway connectors are never shown either. See Company and AI Gateway: connectors.
How are the toolkit credentials my customers enter stored?
Section titled “How are the toolkit credentials my customers enter stored?”Encrypted. Credentials your customers enter in the chat, that your page hands over or that you import are stored per customer in your company’s own database, encrypted with AES-256-GCM. They are decrypted only on the server when a tool call needs them and are never shown back to the customer in full. The credentials you set on a toolkit, such as static headers and the token secret, and your helpdesk tokens are encrypted the same way; older values are encrypted the next time you save the toolkit, or when a helpdesk token is refreshed or you reconnect the helpdesk. See Let the assistant call your API as the user.
Does the assistant remember things about my customers?
Section titled “Does the assistant remember things about my customers?”Only when an Admin switches it on. Enable AI memory under SettingsCompany is off for a new company; when it is on, the assistant may use short notes about a customer in its replies. Customers can opt out in their portal. See AI memory.
Costs and limits
Section titled “Costs and limits”Where can I see what the AI costs?
Section titled “Where can I see what the AI costs?”Under DashboardAI Spend. It shows an estimate in US dollars for each period, worked out for every AI call from the price listed for its model when the call ran, broken down by model, stage, widget, customer and run. The estimate is not an invoice. See AI Spend.
Where are invoices, plans and billing?
Section titled “Where are invoices, plans and billing?”The admin app has no billing, plan or invoice screen. What you can see there is the estimated AI cost under DashboardAI Spend and the budgets under ConfigureBudgets & limits. For questions about what your company is charged, contact StrikeUp.
Can I cap how much the AI spends?
Section titled “Can I cap how much the AI spends?”Yes. Add a budget under ConfigureBudgets & limits for a month, a week or a day, for the whole workspace, one widget or one customer company. It emails alerts at the levels you choose and, as a hard limit, stops new conversations once used up. Periods reset at midnight UTC. See Budgets & limits.
Getting help
Section titled “Getting help”Where can I get help inside the admin app?
Section titled “Where can I get help inside the admin app?”Open SettingsResources for the in-app help: a guide per area, questions, a troubleshooting table, recent changes and technical guides for your developers. On some screens, Ask strikeUp opens StrikeUp’s built-in assistant. The in-app help is a separate, shorter text with its own revision date; where it describes a screen differently from what you see, follow the page guide on this site. See Resources.
What should I include when I contact StrikeUp support?
Section titled “What should I include when I contact StrikeUp support?”Your company name and the Company ID shown under SettingsProfile, your sign-in email, the page address, the time it happened, the exact message on screen and a screenshot. For a conversation, add its chat session ID. Never send your password. See Troubleshooting.
Where are the guides for our developers?
Section titled “Where are the guides for our developers?”The widget section of this site covers installing the widget, identifying users and the JavaScript API. Inside the admin app, the Technical docs tab under SettingsResources has integration guides you can download as Markdown files. See Technical docs.