Charla Reviews

The product is not bad, for its price has almost everything needed.
They just need to fix these things:
1) Translations for ticketing (now every notification is only English)
2) Language on chat with AI (Ai said can speak only English even if I set Italian)
3) Ticket merge (for customer sending multiple email and not following the previous ticket opened)
4) same as before, if someone answer to the automatic-notification that a ticket has been opened, it opens a new ticket

The website for this app offers a premium and an ultimate plan. As most Appsumo customers will be aware, it is usual practice that deals here are aligned to plans on pricing pages at the websites. It appears in that this one is too as it clearly states (as of 12 June 7.40am CT)
"All future Premium Plan updates".

Now, the founder recently reported in his update that:
"Branded emails are now available in all Premium/Ultimate subscription plans. You can change the organization name/logo from the Whitelabelling in the settings"
https://charla.com/idea/allow-your-own-brand-name-on-transcript-email/#comment-2882

So, when I was unable to change the logo in the support centre, despite apparently being on the Premium Plan, I contacted support and was told:
"nope the LTD is completely separate unfortunately and does not follow the premium subscription plans"

When I suggested this was incorrect because the Appsumo Product page clearly shows:
"All future Premium Plan updates"...I was told "yes it means here the Premium LTD plan".

Clearly this is not legal - it is not even misleading, but entirely underhand. Now we don't know if any other future updates will be implemented as they have an LTD premium and a subscription premium. It seems I shall need to refund. Please consider your own position too if future updates as well as clarity of what you purchased are important to you.

Training and implementing the widget are relatively simple, but its functionality, at least on my website, leaves much to be desired: the bot doesn't activate until the user's second question, which is a rather serious flaw, and the chat window doesn't scroll, making it very difficult to read everything if the message is long. Support is available, but there's no solution to my problems. I've downgraded; I hope the issues are resolved soon.

What I like about this product is Simple: The questions get Answered and are usually on point. A little extra refinement and it's almost perfect. I now only need token manpower to operate our chat, good old Charla takes care of it 99% of the time. A little more clarity Between the knowledge base and the Ai section for us "novices" would have saved some time and effort at setup - so improve that. Previously on Tidio and trying to manage workflows was responses was crazy. A quantum leap in our sites service offering. Good Job.

It could be a good chat bot, but I'm experiencing bugs, for example customers receiving other customers messages occasionally, not consistently, yet the settings would dictate otherwise. Contact support about this several times, with no reply. Very dissappointing.