This FAQ answers the questions we hear most about Stravax Engage: connecting WhatsApp, who pays for messages, how the AI qualifier behaves, ad conversion sync, team access, monthly allowances, running multiple brands, turning on security, Shopify, and how support works.
No. Engage connects to WhatsApp through Meta's embedded signup, so you link your own WhatsApp Business Account (WABA) directly inside the app. You never apply for API access separately or run a developer setup; Engage handles the technical connection during signup.
You do, at Meta's own prices. Your number runs in Tech Provider mode, so your own WABA carries Meta's messaging charges on your Meta billing, and Engage adds 0% markup on top: nothing per message is billed from your wallet. Your sends are still itemized in the usage statement, at zero, so you can cross-check the volume against your Meta bill.
Once a contact messages you, you can reply freely for 24 hours (see the 24-hour window). Outside that window, or to start a new conversation, you need a pre-approved template message. This WhatsApp platform rule applies to every business number, not just Engage.
No. The AI qualifier only responds where your organization has it enabled and a live playbook is running, following that playbook's questions and criteria. An agent's reply makes the AI stand down immediately (human takeover) until your team resumes it.
Engage sends qualified and converted signals back to Meta and TikTok once you connect the matching ad account, closing the loop between an ad click and a real WhatsApp outcome so each platform can optimize delivery. Sending results to Google Ads is not switched on yet. See conversion sync.
Yes. Engage runs a shared team inbox on each connected number, so every teammate sees the same conversations in real time, and any agent can reply. Replying pauses the AI on that chat; switching the AI on or off for a conversation needs the Use AI in chats: suggested replies and AI hand-off permission (in the earlier look: AI assistant & qualifier).
Each plan includes monthly allowances for volume like broadcasts, conversion events, and AI usage, up to a hard ceiling. Reaching one opens an in-app upgrade path to a higher plan. For accounts on a plan, the only usage billed from your wallet beyond the allowances is AI usage past the included allowance; WhatsApp messages are not, since Meta bills you directly and Engage adds 0% markup. See plans and tiers.
Yes. Engage supports one organization per brand or client, each with its own contacts and settings kept separate. Agencies typically run one per client, switch between them, and can share a client dashboard without exposing other clients' data. See multiple brands.
From Settings > My profile, start two-factor authentication enrollment: scan the QR code, or enter the setup key manually, then enter the 6-digit code your authenticator app generates. Save the 10 backup codes shown. If you lose your authenticator device, you can sign in with a backup code. If you lose both the device and your backup codes, contact support. See two-factor authentication.
In the earlier look, open My profile from the menu that opens from your picture.
Yes. Connect your store through a Shopify app install, and Engage keeps a synced copy of your products and abandoned checkouts. It sends WhatsApp recovery messages for abandoned carts and lets agents send a product card from your catalog inside a conversation. See connecting Shopify.
Per conversation, not per message. When a contact sends several messages in quick succession, Engage briefly waits and groups them into one AI turn (a short debounce) instead of billing each message separately, so a fast typer costs you no more.
Cancelling does not delete your data. Conversations, contacts and account records currently have no automatic expiry, and there is no complete workspace erasure routine yet. See data retention for what is deleted automatically, and contact privacy@engage.stravax.ai about a deletion request.
Send a support request from Help in the app (in the earlier look: a ticket); any teammate can send one and the whole team can see it. Requests move through open, pending, resolved, and closed; replying to a resolved request reopens it. We publish no guaranteed response time, but support stays reachable after your trial ends. See getting help.