FAQ
Frequently asked questions
Quick answers about Qsyn, pricing, integrations and more.
AI Features
OpenAI (GPT-4, GPT-3.5), Anthropic (Claude), Google Gemini, Groq, DeepSeek, OpenRouter. Configure under **Settings → AI Configuration** with your own API key.
When a new customer message arrives, Qsyn sends it (along with conversation context) to your configured AI provider. The AI generates 2-3 suggested replies, which appear in the inbox. Your agent picks one (or edits) and sends. Optionally enable full auto-reply for after-hours.
Only if you enable AI features. Even then, you control which AI provider you use — your data goes to **your** API key, not ours. Disable AI any time from Settings to stop entirely.
API & Integrations
Yes. The `/api/v1/*` namespace exposes Customers, Orders, Conversations, and Messages. Use it to integrate with Shopify, Zapier, n8n, your own systems, or to build a mobile app. See the API Reference doc for full details.
Your plan must include the **API Access** feature (Pro and above by default). Go to **Settings → API Tokens** → enter a name (e.g. "Mobile app") → click Generate. Copy the token immediately — it's shown only once. Use as `Authorization: Bearer {token}`.
Per-token, per-hour, defined by your plan:
- Free: 60 / hr
- Starter: 300 / hr
- Growth: 1,000 / hr
- Pro: 5,000 / hr
Check your limit at `GET /api/v1/me`. When exceeded, you'll get HTTP 429 with a `Retry-After` header.
Account & Security
Click your avatar (top right) → **Profile** → Change Password section. Enter your current password and the new one. Sessions on other devices are logged out for safety.
Yes. We use:
- **HTTPS / TLS** for every request
- **Encrypted-at-rest** credentials (channel tokens, payment-gateway keys, API keys)
- **Tenant scoping** so other companies' queries can never see your data
- **Daily automated backups** with 14-day retention
- **Activity log** for every important action
We never share data with third parties.
Only users you've invited to your workspace. Inside, role-based permissions control what each user can do (e.g. an Agent can reply to chats but can't view billing). Configure roles under **Team → Roles**.
Automations
Trigger actions when events happen. Examples:
- New customer → auto-tag as "New Lead"
- No reply for 24 hours → assign to a manager
- Order status = "Delivered" → send WhatsApp follow-up asking for review
- Specific keyword in message → tag as "Refund Request"
Go to **Automations** → **New Rule** → pick a trigger (e.g. "New conversation") → add filters (e.g. channel = WhatsApp) → add actions (assign, tag, send message, change status, etc.). Activate the rule. It runs in the background as events occur.
Channels
Go to **Channels** → click **Connect Facebook** → log in to your Facebook account → grant the requested permissions → select the page(s) you want to connect. Done. Conversations start syncing within seconds.
Two options:
1. **WhatsApp Cloud API** (official) — requires a Meta Business Account + a phone number. Most reliable.
2. **Rapiwa** (unofficial) — uses a personal WhatsApp number. Simpler setup, but Meta may flag heavy usage.
Go to **Channels** → choose your option → follow the setup wizard.
Yes — limits depend on your plan. Free supports 1 Facebook page; Pro supports unlimited. Each account is managed independently with its own conversations and webhooks.
YouTube uses background polling (every 5 minutes). New comments appear on a delay. Also check:
1. The channel is **active** in `/channels`
2. The OAuth token hasn't expired (re-connect if so)
3. Your plan allows YouTube channels
By design, Qsyn only stores **inbound webhook messages** (anything that arrives after you connect). Historical conversations from before connection are not back-filled. This keeps your database lean and respects user privacy.
Getting Started
Qsyn is a unified social-commerce platform built for Bangladeshi businesses. It combines a multi-channel inbox (Facebook, Instagram, WhatsApp, Telegram, YouTube), order management, customer CRM, AI auto-replies, marketing campaigns, ads analytics, and automation rules into a single dashboard.
It's a multi-tenant SaaS — each company gets its own isolated workspace, team, channels, and data.
Visit the registration page from the main website, enter your full name, business name, email, phone, and a password. Your workspace is created instantly. After registration you'll be prompted to choose a plan to activate full features.
Once your plan is active, go to **Team** in the sidebar. Click **Invite Member**, enter their name, email, and assign a role. They'll receive an invitation email and can log in with the password you set. Each plan has a maximum team-member limit.
No — Qsyn is a fully cloud-based web app. Use it from any modern browser on desktop, tablet, or phone. There's no software to install. A mobile app is on the roadmap.
Inbox & Messaging
Facebook Messenger, Instagram DM, WhatsApp (Cloud API + Rapiwa for unofficial), Telegram, and YouTube comments. All conversations land in one inbox — you reply once, regardless of which channel the customer used.
Open any conversation, click the **Assign** dropdown at the top, and pick a teammate. Auto-assignment also happens when an unassigned conversation gets a reply — the replying agent takes ownership automatically.
Yes. Click the tag icon on any conversation to add or remove tags. Tags help with filtering (e.g. "VIP", "Refund", "Order Issue"). Manage the tag list from the inbox settings.
Saved replies are pre-written message templates for common questions (e.g. shipping info, return policy, working hours). Use them to reply faster — find them under **Saved Replies** in the sidebar. Insert with one click during a conversation.
Common causes:
1. **Channel disconnected** — re-connect from `/channels`
2. **Outside 24-hour window** (Facebook/Instagram require last customer message within 24h)
3. **Token expired** — reconnect the channel to refresh the access token
4. **API rate limited** — wait a minute and retry
The message is still saved locally; only the platform delivery failed.
Marketing
Go to **Campaigns** → **New Campaign** → pick a channel (Email / SMS / WhatsApp / Telegram) → choose a template or write a message → select your audience (filter by tags, channel, last activity, etc.) → schedule or send now. Track delivery and reply rates in real-time.
Reusable message bodies with variable placeholders like `{customer_name}`, `{order_id}`. Templates speed up campaigns and ensure consistency. Manage them under **Templates** in the sidebar.
A/B testing is in development for Phase 9.5+. For now, send two campaigns with different message bodies to two audience segments and compare reply rates in Reports.
Orders & Customers
Open the conversation → click **Create Order** in the right panel → pick products → confirm shipping details (auto-filled from the customer) → save. The order is linked to both the customer and the conversation for full traceability.
Yes. On any order, set the courier (Pathao, Sundarban, RedX, etc.) and tracking number. Update the status as it progresses (Confirmed → Processing → Shipped → Delivered). Customers receive auto-updates if you've configured email/SMS notifications.
When a new person messages your channel, Qsyn auto-creates a customer record using their channel-specific ID (Facebook ID, Instagram ID, etc.). You can edit/enrich these later — add phone, email, address, notes.
Yes — via the API endpoint `POST /api/v1/customers` or via the customer create page one at a time. Bulk CSV import is on the roadmap.
Plans & Billing
Qsyn offers four standard plans:
- **Free** — get started with basic features (1 user, 1 Facebook page, 50 orders/month)
- **Starter** — small businesses (3 users, multiple channels)
- **Growth** — growing teams (10 users, WhatsApp, AI replies, ads analytics)
- **Pro** — full power, unlimited limits, all features
Prices are shown in BDT for Bangladesh and USD for international customers based on your location.
Yes, any time. Go to **Subscription** in the sidebar and click **Switch** or **Upgrade** on the plan you want. Free plans switch instantly. Paid plans go through the payment flow — you'll pick a payment gateway, complete payment, and your plan activates as soon as we verify.
We support both online gateways and offline / manual verification:
**Online (Bangladesh):** bKash, Nagad, SSLCommerz (cards + MFS)
**Online (International):** Stripe, PayPal
**Offline:** Bank transfer, custom instructions per gateway
Your admin enables which methods are available for your account.
If standard plans don't fit (you need higher limits, special features, or custom channels), click **Request Custom Plan** on the Subscription page or **Talk to sales** on the public pricing page. Tell us your team size, channel mix, and expected volume — our team will quote you a tailored plan within 1 business day.
If your gateway is in **live** mode (real API integration), payments may be auto-processed depending on the gateway's recurring billing support. For **manual** mode, you'll receive a renewal reminder and complete payment manually. Check your subscription page for the next renewal date.
Switch to the Free plan or contact our team via the contact page. Your data is preserved — you can resume any paid plan later without losing customers, orders, or history.
Reports
**Conversations report** — volume, response time, channel breakdown.
**Orders report** — revenue, top products, courier performance.
**Marketing report** — campaign delivery + reply rates.
**Ads analytics** — Facebook/Instagram/Google Ads spend, CTR, ROAS.
All support custom date ranges and CSV export.
Go to **Ads** in the sidebar. Connect your Facebook Ads / Google Ads account. Daily metrics (spend, impressions, clicks, CTR, conversions) sync overnight. Use the **Analyze with AI** button on any campaign to get AI-generated insights.
Troubleshooting
Click **Forgot password** on the login page. Enter your email — we send a reset link. If your email is no longer accessible, contact support from the public contact page; we'll verify your ownership and reset manually.
Most often: the OAuth refresh token expired (60-90 days inactivity for Facebook). Open `/channels` → click **Reconnect** on the affected channel → re-grant permissions. We're working on auto-refresh for connected channels.
Try these in order:
1. Clear your browser cache + reload
2. Switch to a less busy time of day
3. Reduce the date range on report pages
4. If on Free/Starter, large customer/order counts may need an upgraded plan
If slowness persists, contact support — we can review server-level metrics.
Check:
1. The email isn't in your spam folder
2. Your email config under **Settings → Email** is using an approved provider with valid credentials
3. For workspace notifications: **Settings → Notifications** has the relevant toggles ON
4. Your queue worker is running (your admin can check)