Frequently asked questions
The questions that always come up in the first conversation, with the honest answer.
Channels
Your own number and call forwarding
Can I keep using my business phone number?
Yes. You can forward calls from your existing business number to your Hubbery number, always or only when you do not answer, depending on your provider. Customers keep calling your familiar number. Starter and Groei each include one Hubbery phone number with an active paid subscription.
What happens to WhatsApp and SMS when I forward calls?
Call forwarding applies only to phone calls. WhatsApp and SMS are not forwarded from your existing business number: they use your Hubbery number once the respective messaging channels are configured. Customers call your familiar business number and use the Hubbery number for WhatsApp and SMS.
Which Hubbery number will I get?
The number depends on the country and available provider options, including messaging support. We check which suitable number is available in the relevant country. In the Netherlands, Starter and Groei use a Dutch 097 number; other Dutch number types are discussed only for custom plans. A Dutch 097 number is not the default for every country.
Will Hubbery see the original caller’s number?
Hubbery can use the original caller’s number if your provider or phone system passes it on. Forwarding does not guarantee this: a business number or no number may arrive instead. Check with a test call before relying on caller ID for follow-up. A visible number alone does not prove that someone is authorised to receive confidential information.
Does call forwarding cost extra?
Your provider determines whether forwarding is covered by your call allowance or charged separately. Check with your provider. Calls handled by Hubbery also use your Hubbery call minutes; included minutes and additional usage rates are listed on the pricing page.
Getting started
Do we have to replace our ticket system?
No. You connect your existing mailbox; nothing changes about your address or your website. Hubbery can do the work itself, or only deliver proposals your colleagues use at their own pace.
How quickly is it running?
Setup depends on your channel, provider permissions and available knowledge. Start with one connection, add initial knowledge and test your workflow. Allow a topic to answer independently only after reviewing how questions are handled.
Does it work in German, English or French?
Yes. Hubbery answers in the customer’s language, as long as your knowledge is available in that language or may be translated. The dashboard itself speaks Dutch, English, German and French.
Knowledge and control
How does Hubbery limit incorrect answers?
Hubbery uses approved knowledge and checks whether sufficient information and authority are available. When unsure, it can ask a follow-up question or involve a colleague. AI can make mistakes; you can review and correct answers, their source knowledge and assessments.
What happens when it does not know?
Hubbery can ask for clarification or refer the case to a colleague in the Inbox. On the phone it transfers when configured; otherwise it records a contact request and confirms the preferred number or email address.
What if it goes wrong?
Every topic has an emergency brake: one click and it is back to proposals, where a human reads everything before it leaves. That also applies to actions that were already prepared.
Plans and costs
What does it cost to start?
Creating an account is free and requires no credit card; you get 14 days to try for free. After the trial, choose a paid plan with a platform fee and resolved questions included. Beyond that allowance, you pay per evidenced resolution to which Hubby made a substantive contribution, independently or together with a colleague. Telephony requires an active paid subscription; extra minutes, SMS and WhatsApp use prepaid credit. A paid plan still carries its platform fee in shadow mode.
Can I change my plan later?
Yes. An upgrade takes effect immediately; the price difference is prorated. A downgrade takes effect at the next billing period. Your users, mailboxes and widgets must first fit within the lower plan’s limits. Changing plans does not automatically delete data. You cannot select your current plan again.
Can we get out again?
Yes. Cancellable monthly, at the end of the current month. After that you have thirty days to export all your data; then we delete it. Your mailbox stays yours: nothing changes about your email address, so stopping simply means removing the connection.
Data and privacy
Where is our data?
For some features, such as language models and telephony, we work with external suppliers. They may process data outside the EU. Each organisation is separated from the others in the database with row-level security, not just with a filter in the code. Secrets are encrypted and stay out of logs.
Is anyone training a model on our conversations?
No. Your conversations are used to improve your own knowledge base, and nothing else. No data goes to a third party to train a model with.