FAQ - Frequently asked questions

Frequently Asked Questions (FAQ)

Find quick answers to the most common questions about ThirdEye AI. This comprehensive FAQ covers everything from getting started to advanced features and troubleshooting.

Getting Started

Account and Setup

Q: How do I sign up for ThirdEye AI? A: Visit thirdeye.ai, click "Sign Up," choose your authentication method (Google OAuth recommended), and follow the onboarding process. You'll get a 14-day free trial of any plan.

Q: Do I need a credit card for the free trial? A: Yes, a credit card is required to start your free trial, but you won't be charged until the trial period ends. You can cancel anytime during the trial without charges.

Q: How long does it take to set up my first brand? A: Basic brand setup takes about 5-10 minutes. You'll start seeing mentions within 24 hours, with meaningful trends developing over 1-2 weeks.

Q: Can I monitor multiple brands? A: Yes, depending on your plan. Starter allows 1 brand, Professional allows 5 brands, and Enterprise/Agency plans allow unlimited brands.

Q: What if I don't see any mentions initially? A: This is normal for new or niche brands. Focus on creating effective custom prompts and ensure your keywords capture all brand variations. Some brands may need 1-2 weeks to establish baseline data.

Plans and Pricing

Q: What's the difference between plans? A: Plans differ in the number of brands you can monitor, monitoring frequency, team members, and advanced features. See our detailed plan comparison for specifics.

Q: Can I change plans anytime? A: Yes. Upgrades take effect immediately with prorated billing. Downgrades take effect at your next billing cycle.

Q: What happens if I exceed my usage limits? A: You'll receive alerts at 75%, 90%, and 100% of your usage. Overages are charged based on your plan's overage rates and included in your next bill.

Q: Do you offer annual discounts? A: Yes, annual billing provides 2 months free (17% discount) compared to monthly billing.

Brand Monitoring

Setting Up Brands

Q: How many brand variations should I include? A: Start with 10-15 core variations including common misspellings, abbreviations, and product names. You can always add more based on what you discover in actual mentions.

Q: Should I monitor all AI platforms? A: For comprehensive coverage, yes. If budget is limited, start with ChatGPT, Claude, and Gemini as they cover the majority of users.

Q: How do I know if my keywords are too broad? A: If you're getting many irrelevant mentions (low relevance scores), your keywords may be too generic. Add negative keywords and make your terms more specific to your business context.

Q: Can I monitor competitors? A: Yes, competitor monitoring is included in all plans. Track 5-15 competitors depending on your plan to understand your competitive position.

Mention Detection

Q: How accurate is mention detection? A: Our AI achieves 95%+ accuracy in mention detection. Each mention includes a confidence score, and you can filter by confidence levels to focus on high-quality mentions.

Q: Why might some mentions be missed? A: Mentions might be missed if they use very unusual brand variations, appear in highly technical contexts, or if the AI platform's response doesn't clearly attribute the mention to your brand.

Q: How often are mentions updated? A: Depends on your plan: Real-time (Enterprise), Hourly (Professional), Daily (Starter). All plans provide historical data once mentions are detected.

Q: Can I see the full conversation context? A: Yes, ThirdEye AI captures the complete conversation context around each mention, including the user's original question and the AI's full response.

Custom Prompts

Creating Prompts

Q: What makes a good custom prompt? A: Good prompts are specific to your business, use natural language, target real user scenarios, and focus on situations where customers might seek recommendations.

Q: How many custom prompts should I create? A: Start with 5-10 core business prompts covering your main use cases and competitor comparisons. You can expand based on performance and insights.

Q: How often should custom prompts run? A: Daily for core business prompts, weekly for market research prompts, monthly for experimental or broad industry prompts.

Q: Can I test prompts before scheduling them? A: Yes, you can run test executions of any prompt to see how AI platforms respond before setting up automated scheduling.

Prompt Performance

Q: What's a good mention rate for custom prompts? A: This varies by industry and competitive landscape. Market leaders might see 30%+ mention rates, while challengers might target 10%+ as a starting goal.

Q: Why isn't my brand mentioned in prompt responses? A: Common reasons include: brand not well-known enough, prompts too generic, strong competitors dominating the space, or need for better content marketing and thought leadership.

Q: How can I improve my prompt performance? A: Optimize your content marketing, improve SEO, create more authoritative content, build thought leadership, and ensure your website provides clear information about your offerings.

Analytics and Reporting

Understanding Metrics

Q: What's a good sentiment score? A: Generally, 70%+ is good, 80%+ is excellent. However, this varies by industry. B2B software typically sees higher sentiment scores than consumer products.

Q: How is Share of Voice calculated? A: Share of Voice = Your Brand Mentions ÷ (Your Brand Mentions + All Competitor Mentions) × 100. It shows your portion of the total conversation in your market.

Q: Why do my metrics fluctuate daily? A: Daily fluctuations are normal due to varying AI usage patterns, content publication schedules, and random variation. Focus on weekly and monthly trends for strategic insights.

Q: Can I export my data? A: Yes, all plans include data export capabilities. You can export mentions, analytics, and reports in various formats (CSV, PDF, Excel, JSON).

Dashboard and Reports

Q: How often is the dashboard updated? A: Dashboard data refreshes every 15 minutes. Real-time plans get immediate updates, while other plans show data as it's collected based on monitoring frequency.

Q: Can I customize my dashboard? A: Yes, you can rearrange widgets, hide/show sections, set default time ranges, and customize the layout to match your workflow.

Q: How do I generate reports for stakeholders? A: Use the report generator to create executive summaries (PDF), detailed analytics (Excel), or presentation-ready reports (PowerPoint). Reports can be automated and emailed regularly.

Alerts and Notifications

Setting Up Alerts

Q: What alerts should I set up first? A: Start with: 1) Sentiment drops below 65%, 2) Mention volume changes >100%, 3) Zero mentions for 24+ hours, 4) Major competitor activity spikes.

Q: How do I avoid alert fatigue? A: Start with fewer, high-confidence alerts. Use escalation rules (warning → critical → emergency), implement quiet hours, and regularly review alert accuracy.

Q: Can I send alerts to different team members? A: Yes, you can set up role-based alert distribution. For example, send crisis alerts to executives, competitive alerts to marketing, and technical alerts to product teams.

Q: What notification channels are available? A: Email (all plans), Slack integration (Professional+), webhooks for custom integrations (Professional+), and mobile push notifications (Enterprise).

Alert Management

Q: How do I reduce false positive alerts? A: Increase confidence thresholds, use dynamic baselines instead of static numbers, implement confirmation periods, and regularly tune alert rules based on performance.

Q: Can I temporarily disable alerts? A: Yes, you can snooze alerts for specific periods, disable them temporarily, or adjust thresholds without deleting the alert rules entirely.

Technical Questions

API and Integrations

Q: Do you provide API access? A: Yes, all plans include API access with different rate limits. Professional plans get 10,000 calls/month, Enterprise gets 100,000+. See our API documentation for details.

Q: What integrations are available? A: Native integrations include Slack, email systems, and webhooks. Enterprise plans support custom integrations with CRM, marketing automation, and business intelligence tools.

Q: Can I integrate with my existing dashboard? A: Yes, through our API and webhook system. You can pull data into existing dashboards or push ThirdEye AI data to other analytics platforms.

Q: Is there a mobile app? A: Currently, ThirdEye AI is a web-based platform optimized for mobile browsers. Native mobile apps are in development for iOS and Android.

Data and Security

Q: How is my data protected? A: We use enterprise-grade security including data encryption in transit and at rest, SOC 2 compliance, regular security audits, and GDPR compliance.

Q: Where is my data stored? A: Data is stored in secure, SOC 2 compliant data centers in the United States with automatic backups and disaster recovery capabilities.

Q: Can I delete my data? A: Yes, you can delete specific data or request complete account deletion. Data is permanently removed within 90 days of deletion request.

Q: Do you support GDPR compliance? A: Yes, ThirdEye AI is fully GDPR compliant. We provide data processing agreements, support data subject requests, and maintain privacy controls.

Billing and Account Management

Billing Questions

Q: When will I be charged? A: Billing begins after your free trial ends. Monthly plans are charged on your signup date each month. Annual plans are charged immediately upon selection.

Q: What payment methods do you accept? A: All major credit cards (Visa, MasterCard, American Express), debit cards, and for Enterprise plans, bank transfers and purchase orders.

Q: Can I get a refund? A: We offer prorated refunds for annual plans within 30 days of purchase. Monthly plans are generally non-refundable but contact support for special circumstances.

Q: How do I update my billing information? A: Go to Account Settings > Billing, where you can update payment methods, billing addresses, and view invoices. Changes take effect immediately.

Account Management

Q: How do I cancel my subscription? A: Go to Account Settings > Billing > Cancel Subscription. Your account remains active until the end of your current billing period.

Q: What happens to my data if I cancel? A: Data is retained for 90 days after cancellation to allow for reactivation. After 90 days, all data is permanently deleted.

Q: Can I pause my account temporarily? A: Account pausing is available for annual plans or in special circumstances. Contact support to discuss your specific needs.

Q: How do I transfer my account to someone else? A: Organization ownership can be transferred through the Team Management section. The new owner must accept the transfer and assume billing responsibility.

Team and Collaboration

Team Management

Q: How many team members can I have? A: Depends on your plan: Starter (3), Professional (10), Enterprise (50), Agency (200). Additional users can be added for $25/month each.

Q: What's the difference between Admin and Member roles? A: Admins can manage brands, team members, and settings but can't access billing. Members can only view assigned brands and create personal alerts. See our detailed permissions guide.

Q: Can team members have different access levels? A: Yes, Members can be assigned to specific brands only, while Admins have access to all brands. You can also customize permissions for different team members.

Q: How do I onboard new team members? A: Send email invitations through the Team Management section. New members receive welcome emails with setup instructions and role-specific training materials.

Advanced Features

Enterprise Features

Q: What's included in Enterprise plans? A: Enterprise plans include unlimited brands, real-time monitoring, advanced analytics, custom integrations, dedicated support, SSO, and enterprise security features.

Q: Do you offer white-label solutions? A: Yes, Agency and Enterprise plans include white-label capabilities with custom branding, client-specific dashboards, and reseller pricing options.

Q: Can you create custom integrations? A: Yes, Enterprise plans include custom integration development. We can build connections to your specific tools and workflows.

Q: Do you provide dedicated support? A: Enterprise customers get dedicated customer success managers, priority support with 4-hour response times, and 24/7 phone support.

Performance and Limits

Q: What are the system performance limits? A: Our system handles millions of mentions per month with 99.9% uptime. Rate limits vary by plan but are designed to support normal business usage.

Q: How do you handle high-volume brands? A: Enterprise plans include dedicated infrastructure and custom rate limits for high-volume monitoring needs.

Q: Can the system handle sudden traffic spikes? A: Yes, our infrastructure auto-scales to handle mention spikes, viral content, or crisis situations without performance degradation.

Troubleshooting

Common Issues

Q: I'm not seeing any mentions. What should I check? A: 1) Verify your brand variations are comprehensive, 2) Check that monitoring is enabled, 3) Ensure keywords aren't too narrow, 4) Wait 24-48 hours for initial data collection.

Q: My sentiment scores seem wrong. How can I improve them? A: Sentiment analysis is automated but you can: 1) Review specific mentions for context, 2) Check if industry-specific terms affect scoring, 3) Contact support for sentiment model adjustments.

Q: Alerts aren't working properly. What should I do? A: 1) Check alert configuration and thresholds, 2) Verify notification channels are set up correctly, 3) Check spam folders for email alerts, 4) Review alert history for patterns.

Q: Dashboard is loading slowly. How can I improve performance? A: 1) Use shorter time ranges for detailed analysis, 2) Clear browser cache, 3) Check internet connection, 4) Contact support if issues persist.

Getting Help

Q: How do I contact support? A: Use the live chat (bottom right corner), email support@thirdeye.ai, or for Enterprise customers, contact your dedicated support manager.

Q: What information should I include in support requests? A: Include your organization name, specific error messages, steps to reproduce the issue, and any relevant screenshots or data.

Q: Do you offer training sessions? A: Yes, Professional and Enterprise plans include training sessions. We also provide comprehensive documentation, video tutorials, and webinars.

Still Have Questions?

If you can't find the answer to your question here, we're here to help:

Contact Options

• Live Chat: Available 24/7 for paid plans (bottom right corner)

• Email Support: support@thirdeye.ai

• Phone Support: Available for Enterprise customers

• Community Forum: User discussions and tips

• Documentation: Comprehensive guides and tutorials

Response Times

• Starter: 48-hour email response

• Professional: 24-hour email response + live chat

• Enterprise: 4-hour response + dedicated support manager

Last updated: January 2025 | Questions not answered? Contact support@thirdeye.ai