Frequently asked
Questions, answered
Quick answers about getting started, pricing, AI, and security. Need more? Reach out any time.
Getting started
How do I get started with Inno Message?
Apply for the 2-month Trial plan via the contact form. Once your application is approved (typically within 1 business day), your workspace is activated and you can invite your team and connect your first channel — no engineering required. Most teams are live within minutes of approval.
Which channels can I connect?
WhatsApp, SMS/MMS, email, website live chat, and social messaging such as Instagram and Facebook DMs. You can add more channels as you grow.
Do I need a developer to set it up?
No. Connecting channels, inviting teammates, and building basic automations are all done in the app. A developer is only needed if you want to build on the API.
Plans & billing
Is there a free plan?
There is no permanently free plan. Inno Message offers a 2-month Trial plan at $0 — but it requires a brief application and special approval before activation. Once the 2-month trial ends, your workspace pauses until you choose a paid plan.
Why does the Trial plan require approval?
Approval lets us allocate onboarding support properly and ensure every trial user gets a quality experience rather than an unattended login. Most applications are reviewed and approved within one business day.
How does billing work?
Choose monthly or annual billing; annual saves about 20%. Paid plans include a 14-day money-back guarantee, and you can change plans at any time.
What is a conversation?
A conversation is one thread with a single customer in a billing period, regardless of message count. Add capacity with usage-based add-ons if you exceed your plan.
AI & automation
What can the AI assistant do?
It drafts replies, summarizes long threads, and adjusts tone — keeping a human in control. On higher plans, AI agents can resolve common questions on their own.
How do AI agents avoid wrong answers?
Agents answer from your own knowledge base using retrieval (RAG), and you can set guardrails and hand off to a human at any point.
Can I automate without AI?
Yes. Rules, triggers, auto-replies, and routing work independently of AI and are available on paid plans.
Security & data
How is my data protected?
Data is encrypted in transit and at rest, access is role-based and least-privilege, and sensitive actions are logged. Enterprise adds SSO and deployment options.
Where is my data stored, and can I export it?
Data is stored on hardened cloud infrastructure with retention controls, and you can export your conversation data at any time.
Do you support SSO?
Yes — SAML-based SSO is available on the Enterprise plan.