Frequently Asked Questions

Best Practices and FAQs
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  • General Instabase:

    • General Product Usage:
    • How do I navigate the dashboard?
    • How do I share my project with others or invite other team members?

  • Support and Resources

  • How can I contact customer support?

  • Are there tutorials or webinars available?

  • Troubleshooting:

  • What should I do if I encounter an error?

  • How do I report a bug or issue?

  • What if I forget my password?

  • Integration:

  • How do I publish a developer package to the Marketplace?

  • Here is the link on how to do it: Publishing Developer Packages

  • Security and Privacy

  • How is my data protected?

  • Instabase maintains a risk-based assessment security program. The framework for Instabase’s security program includes administrative, organizational, technical, and physical safeguards designed to reasonably protect all services, in addition to the confidentiality, integrity, and availability of customer data.

  • Here is our Trust Center which should give you all the necessary information https://trust.instabase.com/

  • How are Vulnerabilities handled within the product?

  • Instabase conducts automated daily security assessments for early detection and remediation of vulnerabilities. Vulnerabilities are remediated by applying patches, making code or infrastructure changes, or through other procedural means as needed. All vulnerabilities are categorized based on criticality and resolution timelines are established based on severity. You can request access to the Instabase vulnerability management policy from your customer success manager

  • Community and Feedback

  • How can I provide feedback on the product?

  • How do I search for the most suitable community forum for me

  • Is my information safe when using the chatbot?

    • Yes, we prioritize your privacy and security. Our system does not store personal data from your conversations. We never sell your information to a 3rd party vendor and we are very serious about it

  • How does Instabase access our front end data when we call a customer service?

  • By default, Instabase does not have direct, frontend access to any customer installation. If you require support or assistance from Instabase, you can either request a screen-sharing session or provision an Instabase employee with access through your chosen user authentication method.

  • Instabase employees can directly access the infrastructure of SaaS installations only under very specific circumstances, such as when an emergency break-fix is required. All activities of Instabase employees at both the platform and infrastructure level are logged and auditable

  • How does Data Encryption work at Instabase?

    • Instabase utilizes encryption at various points to protect your data and secrets. We encrypt data at rest using the industry-standard AES-256 encryption algorithm for data stored within each environment. We protect secrets such as passwords and access tokens using industry-standard key management systems, secrets managers, or encryption within the dedicated database. In addition, when using Amazon S3 storage, Azure Blob Storage, or Google Cloud Storage, data is encrypted in-transit through encrypted network channels (TLS/HTTPS) for all client/server communication.

  • What are our supported 3rd party libraries?

  • Product Area Specific:

  • ChatBot:

  • How do I start using the Chatbot?

  • You can upload any document as an attachment or share your drive location and the system will parse the docs to be ready to answer your questions

  • How does the chatbot work?

  • You can ask questions in natural language, and the chatbot will provide relevant answers pertaining to the documents

  • How do I start a conversation with the chatbot?

  • Simply type your questions and see the system answering. You can also ask leading questions pertaining to the chat thread.

  • What types of questions can I ask?

  • You can ask anything to everything wrt the reference document

  • What can the chatbot not do?

  • The chatbot may not handle complex issues that require human support or provide personalized advice. It can also not answer questions which the document has no answers for

  • What if the chatbot doesn’t understand my question?

  • You can rephrase your question or choose one of the suggested options. If it still doesn’t work, please contact our support team

  • Can I access the chatbot on mobile?

  • Yes, our chatbot is designed to be accessible on both desktop and mobile devices.

  • What should I do if the chatbot is not responding?

  • Try refreshing the page or restarting the chat. If the problem persists, please reach out to customer support

  • Converse:

  • Build:

  • Search:

  • Technical:

  • Updates and Maintenance

    • How often do you release updates?
    • Will I be notified of changes or maintenance?

  • Integration with Tools:

    • Can I integrate with other tools?

  • Accounting:

    • Billing and Pricing:
    • What are the available subscription plans?
    • How does billing work?
    • Can I change my subscription plan?
    • Can I get a refund?

  • Account Management

    • How do I create an account?
    • How do I reset my password?
    • How can I update my account information?
    • How do I delete my account?