Frequently Asked Questions — Bugalou

Question 1

What is Bugalou?

Accepted Answer

Bugalou is an all-in-one customer communication platform that enables you to manage all your messaging channels from a single inbox. Connect WhatsApp Business API, Instagram DMs, Facebook Messenger, Gmail, Outlook, and website live chat. You can automate messages, send broadcast campaigns, deploy an AI Agent, and integrate with your webshop or CRM system.

Question 2

What's the difference between WhatsApp Business and WhatsApp Business API?

Accepted Answer

WhatsApp Business is the free app for small businesses (max 5 devices). WhatsApp Business API is designed for medium to large companies and offers unlimited users, automation, integrations, and official verification. Bugalou uses the official WhatsApp Business API.

Question 3

Can I try Bugalou for free?

Accepted Answer

Yes! All plans come with a free 14-day trial. You don't need to add a credit card and can test all features without any obligations. After the trial, you can choose a paid subscription or cancel.

Question 4

Do I need a separate phone number?

Accepted Answer

Yes, for WhatsApp Business API you need a business phone number that isn't already linked to WhatsApp. This can be a landline or mobile number. Your current WhatsApp number cannot be used simultaneously for the API.

Question 5

What are the costs of WhatsApp messages?

Accepted Answer

Bugalou only charges the monthly subscription fee. WhatsApp itself charges per conversation (24-hour window): approximately €0.004 for customer-initiated conversations and €0.013 for business-initiated conversations in the Netherlands. These costs are billed separately via Meta.

Question 6

Can I cancel my subscription at any time?

Accepted Answer

Yes, you can cancel at any time. There are no hidden fees or cancellation periods. Your subscription remains active until the end of the current billing period.

Question 7

What happens if I exceed my message limit?

Accepted Answer

Each plan is based on the number of contacts you manage. The Starter plan starts at 1,000 contacts (€49/mo) or 2,500 contacts (€89/mo). The Pro plan offers tiers from 1,000 to 10,000 contacts. When you approach your contact limit, we'll send you a notification so you can upgrade to the next tier.

Question 8

Which plan fits my business?

Accepted Answer

Starter (from €49/mo): ideal for small businesses getting started with customer messaging. Includes all channels, automations, and 1,000 contacts. Pro (from €109/mo): for growing businesses — adds AI Agent, Helpcenter, advanced analytics, and tiers up to 10,000 contacts. Enterprise (custom pricing): for large organizations needing unlimited users, unlimited AI messages, custom integrations, and a dedicated account manager. All plans include a 14-day free trial.

Question 9

Which integrations does Bugalou support?

Accepted Answer

Bugalou integrates with Shopify, WooCommerce, Lightspeed eCom, Zapier (5,000+ apps), MyParcel (shipping & tracking), and Bol.com. We also offer a REST API, webhooks, and outgoing webhooks for custom integrations. We continuously add new integrations based on customer demand.

Question 10

How long does it take to implement Bugalou?

Accepted Answer

The basic setup (creating an account, connecting WhatsApp) takes about 10-15 minutes. Fully configuring automations and integrations can take 1-3 days, depending on your use case.

Question 11

Can I import my existing WhatsApp conversations?

Accepted Answer

No, due to WhatsApp's privacy regulations, it's not possible to import existing chat history. However, you can import your contact list via CSV or through an integration.

Question 12

Is there an API available for developers?

Accepted Answer

Yes, the Pro and Enterprise plans have access to our REST API for custom integrations. Documentation is available in your dashboard under 'Developers'. We also offer webhooks for real-time events.

Question 13

Which messaging channels does Bugalou support?

Accepted Answer

Bugalou supports seven+ channels: WhatsApp Business API, Instagram Direct Messages, Facebook Messenger, Gmail, Outlook, and IMAP (any email provider), Website Live Chat widget, and VoIP calling & SMS via Twilio. All basic channels are available on every plan, VoIP & SMS is available from Pro.

Question 14

Can I manage all channels from one inbox?

Accepted Answer

Yes! Bugalou's Team Inbox brings together conversations from all your connected channels in one overview. You can filter by channel, assign conversations to team members, add internal notes, and switch between channels — without leaving the inbox.

Question 15

Can I add a live chat widget to my website?

Accepted Answer

Yes, Bugalou offers a customizable website chat widget that you can place on any website. Visitors can start a conversation directly, which arrives in your Team Inbox. You can customize the colors, welcome message, and behavior of the widget to match your branding.

Question 16

Can I connect Instagram and Facebook Messenger?

Accepted Answer

Yes! You can connect your Instagram Business account and Facebook Page to receive direct messages in your Bugalou inbox. This way you manage all your social messaging alongside WhatsApp and email from one place.

Question 17

What are broadcast messages?

Accepted Answer

Broadcast messages are one-to-many messages you send to a selected group of contacts via WhatsApp or SMS. With the Broadcast Wizard you choose a channel, select an approved WhatsApp template or write an SMS message, and pick your audience based on tags or lifecycle stage. WhatsApp broadcasts always require a Meta-approved template. Available on Pro and Enterprise plans.

Question 18

How does the AI Agent work?

Accepted Answer

Bugalou's AI Agent is an autonomous AI customer service assistant that works via WhatsApp, Instagram, Messenger, and email. You train it by uploading your knowledge base, product information, and business data. It can automatically answer questions, recommend products, categorize emails, suggest replies, and seamlessly escalate complex questions to your team. Available from the Pro plan — with unlimited AI messages included.

Question 19

Can I automatically send order confirmations?

Accepted Answer

Yes! Through the WooCommerce or Shopify integration, you can automatically send order confirmations, shipping notifications, and track & trace updates. You can customize templates to match your branding.

Question 20

How many team members can collaborate in Bugalou?

Accepted Answer

Each Starter and Pro plan includes 1 user. You can add extra team members for €12/user per month. Enterprise plans include unlimited users. Each user has their own inbox and you can set roles and permissions through the organization settings.

Question 21

Does Bugalou have a Helpcenter / Knowledge Base?

Accepted Answer

Yes! With the Pro and Enterprise plan, you can build a fully branded, public Helpcenter for your customers. Create categories, write articles in a rich text editor, connect your own domain, and customize the appearance to match your branding. Your AI Agent can also use these articles to automatically answer customer questions.

Question 22

What automations can I create?

Accepted Answer

Bugalou has a visual drag-and-drop automation builder. You can create workflows triggered by events like new conversations, keyword messages, form submissions, or scheduled times. Actions include sending messages, assigning to team members, adding tags, updating contacts, sending emails, and more. All plans include automations.

Question 23

How does contact management work?

Accepted Answer

Your plan is based on the number of contacts you store. You can import contacts via CSV, add them manually, or sync through integrations. Each contact has a profile with tags, custom attributes, conversation history, and notes. You can segment contacts for targeted broadcasts and automations. With the merge feature, you can merge duplicate contacts while preserving all conversation history.

Question 24

What are CSAT surveys?

Accepted Answer

CSAT (Customer Satisfaction) surveys are automatically sent after a ticket is closed. Customers can rate their experience via webchat, WhatsApp, or email. Results are tracked in your dashboard so you can monitor and improve customer satisfaction. Available from the Pro plan.

Question 25

What are SLA Timers?

Accepted Answer

SLA Timers help you meet your service level agreements. Set targets for first response time and resolution time per team or priority. The system automatically warns you when an SLA is about to be breached. Available on the Enterprise plan.

Question 26

Can I export contacts and tickets as CSV?

Accepted Answer

Yes! With the CSV Import & Export feature, you can import and export contacts, tickets, and data via CSV files. The import function supports column mapping and duplicate detection. Available on all plans.

Question 27

Is Bugalou GDPR compliant?

Accepted Answer

Yes, Bugalou is fully GDPR-compliant. All data is stored in the EU (Neon database in Frankfurt), we have a DPA available, and customers have full control over their data with export/delete functionality.

Question 28

Who has access to my customer data?

Accepted Answer

Only your team has access to customer data. Bugalou staff cannot view conversations or contacts unless you explicitly grant permission for support. We use end-to-end encryption for all messages.

Question 29

Where is my data stored?

Accepted Answer

All data is stored in the EU via Neon (Frankfurt, Germany). We use AWS infrastructure with SOC 2 Type II certification and daily encrypted backups.

Question 30

Can I export my data?

Accepted Answer

Yes, you can export all your data at any time in CSV or JSON format via your dashboard. This includes contacts, conversation history, tags, and analytics.

Question 31

What support options are available?

Accepted Answer

All customers get email support (response within 24h). Pro plan: priority support and dedicated account manager. Enterprise plan: 24/7 phone support and SLA guarantees.

Question 32

Is onboarding assistance available?

Accepted Answer

Yes! Every plan includes access to video tutorials, documentation, and templates. From the Pro plan onwards, there's a free onboarding call with a specialist. Enterprise customers get dedicated onboarding (1-2 weeks).

Question 33

Are training materials available?

Accepted Answer

Yes, we have an extensive knowledge base with video tutorials, best practices, case studies, and a template library. These are freely accessible to all customers via your dashboard.

Question 34

How do I contact support?

Accepted Answer

You can reach us via email (support@mail.bugalou.com), live chat in your dashboard, or through the contact form on our website. Enterprise customers also have a dedicated phone line.

How can we help you?

General

What is Bugalou?

What's the difference between WhatsApp Business and WhatsApp Business API?

Can I try Bugalou for free?

Do I need a separate phone number?

Pricing & Plans

Technical & Integrations

Channels & Multi-channel

Features & Automation

Privacy & Security

Support & Help