Frequently Asked Questions

cellbot is an AI-powered repair commerce platform built specifically for independent tech repair shops. It combines a customer-facing AI chat widget, a full-featured CRM, a built-in repair pricebook with 30,000+ repair prices across 2,300+ devices, and native integrations with Shopify, Stripe, WhatsApp, SMS, and more — all in one dashboard.

Whether you run a high-street phone repair shop, a mobile repair van, or a multi-location tech service business, cellbot gives you the tools that were previously only available to large chains. The AI assistant handles customer enquiries 24/7, quotes accurate prices from your pricebook, books appointments, and creates repair tickets — so you can focus on fixing devices rather than answering the same questions over and over.

cellbot is based in Birmingham, UK, and is designed to serve independent repair shops around the world.

The setup process is straightforward: create your account, choose your plan, and embed the AI widget on your website using a single line of code. If you use Shopify, it is even simpler — install the app from the Shopify App Store and toggle on the theme extension.

Your account comes pre-loaded with the cellbot pricebook (the exact number of devices and repairs depends on your plan), so the AI widget can start quoting customers immediately. You can also add your own custom prices, services, and repair categories at any time.

For shops migrating from another system like RepairDesk or RepairShopr, our Pro Plus plan includes free migration support. We will help you transfer your customer database, open tickets, and historical data so you do not lose anything in the switch.

Not at all. cellbot is designed for repair technicians and shop owners, not developers. If you can copy and paste a line of code, you can install the widget. Shopify users do not even need to do that — the app installs with one click and the widget appears on your storefront automatically.

The dashboard uses a clean, intuitive interface inspired by modern operational tools. Everything from managing tickets to configuring your pricebook is done through the visual interface. There is no command line, no database management, and no server configuration required.

If you ever get stuck, the cellbot Copilot inside your dashboard can help you navigate features, explain what different settings do, and even draft customer messages for you.

Yes. cellbot supports CSV imports for customer records, pricebook entries, and device inventory. If you are on the Pro Plus plan, our team will handle the migration for you — including mapping fields from RepairDesk, RepairShopr, or any other system you are currently using.

The import process preserves your customer contact details, repair history, and any custom pricing you have set up. For open tickets, we will work with you to ensure nothing is lost during the transition, including status updates and customer communication history.

cellbot is fundamentally different in three ways. First, AI is built into the core of the product, not bolted on as an afterthought — 16 AI-powered features including the chat widget, copilot, voice transcription, and smart automations. Most competitors have zero AI capabilities or offer basic chatbots that cannot quote prices or create tickets.

Second, cellbot ships with the largest pre-built repair price database — covering iPhone, Samsung, iPad, Pixel, Mac, gaming consoles, and more. Competitors require you to manually enter every single price. This alone saves weeks of setup time and ensures your customers receive accurate, market-rate quotes from day one.

Third, cellbot is Shopify-native. While competitors offer basic website widgets, cellbot is a proper Shopify app with theme extensions, embedded admin, Shopify billing, and automatic order sync. If you sell through Shopify, no other repair platform integrates as deeply.

Yes. We believe your data belongs to you, and we will never hold it hostage. You can export your customer records, repair tickets, pricebook entries, and conversation history as CSV files at any time from your dashboard.

Data exports include all fields and historical records, not just a summary. This means you can migrate to another platform without losing any information. There is no charge for data exports and no limit on how often you can export.

This commitment to data portability is part of our GDPR compliance and reflects our philosophy that cellbot should earn your loyalty through quality, not lock-in.

cellbot offers three premium plans to match every stage of your business:

The Starter plan (£49/month) unlocks the AI widget, iPhone-focused pricebook with 38 devices and 985 repairs, and essential CRM features. The Pro plan (£99/month) adds 185 devices across 3 categories, advanced analytics, social inbox, automations, and accounting integrations. The Pro Plus plan (£199/month) is the full package with 1,464 devices across 5 categories, 31,102 repair prices, the trade-in/buyback engine, voice AI, and priority support.

All prices are in GBP and billed monthly. Save 20% when you pay annually. Cancel any time from settings — no long-term contracts.

Yes. cellbot bills month-to-month with no long-term contracts. You can cancel from your dashboard under Settings any time, and you keep full access until the end of your current billing period.

You can also downgrade or upgrade between Starter, Pro, and Pro Plus instantly. Upgrades take effect immediately (you only pay the prorated difference); downgrades take effect at the end of your current billing period.

If you decide to resubscribe later, your historical data — customers, tickets, pricebook entries, and conversation history — is preserved for 90 days after cancellation.

Absolutely. You can upgrade, downgrade, or switch plans at any time from your dashboard under Settings. Upgrades take effect immediately, so you get instant access to the additional features and pricebook tiers on your new plan.

When you upgrade mid-billing-cycle, you are only charged the prorated difference for the remaining days. When you downgrade, the change takes effect at the end of your current billing period — you keep access to your existing features until then.

If you use Shopify billing, plan changes are managed through your Shopify admin and appear on your regular Shopify invoice.

No. There are no setup fees, no onboarding charges, and no hidden costs. The monthly price you see on the pricing page is exactly what you pay. Payment processing fees (Stripe's standard rates of 1.5% + 20p per UK card transaction) are separate and charged by Stripe directly, not by cellbot.

Optional add-on modules are available if you want to expand your pricebook beyond your plan's default categories. These are priced individually and can be added or removed at any time. For example, if you are on the Pro plan and want to add laptop repair prices, you can purchase the Laptops add-on module without upgrading to Pro Plus.

Annual billing is on our roadmap and will be available soon. When launched, annual plans will include a meaningful discount compared to monthly billing.

For multi-location businesses, each location requires its own cellbot subscription because the platform enforces strict multi-tenant isolation — each shop has its own pricebook, customer database, tickets, and branding. However, if you operate multiple locations, contact us to discuss volume pricing.

The cellbot AI widget is a lightweight chat interface that sits on your website (or Shopify storefront) and handles customer enquiries automatically. It is powered by advanced AI models and has access to your pricebook, available services, and business information.

When a customer opens the widget, they can describe their device issue in natural language. The AI identifies the device and repair type, looks up the price from your verified pricebook, and provides an accurate quote. It can also book appointments, create repair tickets, and answer common questions about your shop — all without any human intervention.

The widget loads asynchronously and is under 5 KB, so it has zero impact on your website's PageSpeed score. It works on mobile, tablet, and desktop, and automatically adapts to your site's colour scheme through the branding settings in your dashboard.

No. This is one of cellbot's core design principles. The AI widget will only ever quote prices that exist in your verified pricebook. It does not generate, estimate, or hallucinate prices under any circumstances.

If a customer asks about a repair that is not in your pricebook, the AI will clearly tell them it cannot provide a quote for that specific repair and will direct them to contact you directly. This protects both you and your customers from inaccurate pricing.

Every price in the built-in cellbot pricebook is researched and verified against real local market rates. You can also override any price with your own custom pricing, which takes priority over the built-in values.

Yes. The widget is fully customisable through your dashboard under Settings > Widget. You can change the primary colour, the welcome message, the widget position (bottom-left or bottom-right), and the avatar that appears in the chat.

For more advanced customisation, the widget respects your configured branding settings including your shop name, logo, and colour scheme. On Shopify, it automatically inherits your theme's styling for a seamless look.

The widget also supports custom CSS overrides if you need pixel-perfect control over the appearance, though most shops find the built-in customisation options more than sufficient.

Yes — and this is one of its biggest advantages. The AI widget operates 24 hours a day, 7 days a week, 365 days a year. It never calls in sick, never takes a lunch break, and never puts a customer on hold.

Outside your configured business hours, the widget continues to quote prices, answer questions, and book appointments. If a customer needs to speak to a human, the widget will collect their details and create a ticket so you can follow up during business hours.

cellbot is designed so that your shop captures enquiries around the clock — evenings, weekends, and bank holidays — when competitors' shops are closed and unresponsive.

The cellbot pricebook coverage depends on your plan. The Starter plan includes 38 devices with 833 repairs (iPhone-focused). The Pro plan covers 176 devices with 3,168 repairs across 3 categories (iPhone, iPad, and Samsung). The Pro Plus plan is the most comprehensive with 2,011 devices and 30,220 repairs across 14 categories including phones, tablets, laptops, Mac, smartwatches, and gaming.

With all available add-on modules (9 specialist modules from £9/mo), the total pricebook can reach over 2,364 devices and approximately 36,000 repairs. Add-on modules cover categories like premium audio, coffee machines, drones, and more.

Every price in the built-in pricebook is based on real local market rates and is regularly updated. You can also add unlimited custom prices for devices or services that are not in the built-in database.

Yes. Every plan, including Starter, allows you to add custom prices for any device, repair type, or service. Custom prices always take priority over built-in pricebook values, so you have full control over what your customers are quoted.

You can add prices individually through the dashboard or import them in bulk via CSV. Custom services can include anything your shop offers — screen protector installation, data recovery, custom modifications, or any other service that is not in the standard pricebook.

Custom pricing is also useful for regional price adjustments. If the built-in prices do not match your local market, you can override specific entries while keeping the rest of the pricebook intact.

Pricebook access is tiered based on your subscription plan, giving you the right level of coverage for your business size. The Starter plan unlocks the iPhone pricebook (38 devices, 985 repairs). The Pro plan expands to 3 device categories, and Pro Plus covers all 5 built-in categories.

Beyond your plan's included categories, you can purchase individual add-on modules to expand your coverage. For example, a Pro plan shop that also repairs laptops can add the Laptops module without upgrading to Pro Plus.

All pricebook data is protected by cellbot's multi-layer enterprise security system, including entitlement-based access control, rate limiting, and pagination caps.

cellbot currently has 11 live integrations: Shopify (native app), WooCommerce/WordPress (plugin), Stripe (payments), WhatsApp and SMS, QuickBooks (accounting), Xero (accounting), Gmail, Outlook, n8n, Zapier, and Make. These cover the most common needs for repair shops — e-commerce, payments, communications, accounting, and workflow automation.

Eight additional integrations are in development: Google Calendar, Slack, Square, SumUp, Zettle, Clover, PayPal, and BigCommerce. These will be rolled out progressively throughout 2026.

Through the Zapier and Make integrations, you can connect cellbot to thousands of additional apps today, including CRMs, marketing tools, project management platforms, and more. The n8n integration offers self-hosted automation for shops that prefer to keep their workflow logic on their own infrastructure.

The cellbot Shopify integration is a native app built specifically for the Shopify ecosystem. You install it from the Shopify App Store and it sets up automatically using OAuth — no API keys to configure, no webhooks to set up manually.

Once installed, you enable the cellbot theme extension in your Shopify theme editor (it works with any Online Store 2.0 theme). The AI widget appears on your storefront immediately and starts handling customer enquiries. Repair bookings automatically create draft orders in Shopify, keeping your revenue reporting accurate across both platforms.

You can also access the full cellbot dashboard directly within Shopify admin through the embedded admin view. Billing is handled through Shopify's native billing system, so everything appears on your regular Shopify invoice. The integration uses Shopify's GraphQL Admin API for reliable, real-time synchronisation.

Yes. cellbot integrates with both QuickBooks and Xero, the two most popular accounting platforms for small businesses. Both integrations support Making Tax Digital (MTD) compliance where required.

The accounting integrations automatically sync completed repair invoices, payments, and customer records to your accounting software. This eliminates double data entry and ensures your financial records are always up to date. You can map cellbot repair categories to your existing chart of accounts for accurate categorisation.

QuickBooks supports up to 500 requests per minute with automatic token refresh, while Xero supports 60 requests per minute with 30-minute token windows. Both integrations handle rate limiting and token management automatically — you just authorise the connection once and it runs in the background.

Yes, through three automation platforms: Zapier, Make (formerly Integromat), and n8n. These let you connect cellbot to thousands of additional apps without writing any code.

Common automation examples include sending a Slack notification when a high-value repair is booked, adding new customers to a Mailchimp mailing list, creating a Trello card for each new repair ticket, or syncing data with your existing CRM.

Zapier offers the largest app directory with 100 tasks per month at no cost. Make provides more advanced multi-step workflows with 1,000 included operations per month. n8n is self-hosted and open source, ideal for shops that want full control over their automation infrastructure.

cellbot's CRM is purpose-built for repair workflows. When a customer books a repair — whether through the AI widget, in person, or via phone — a ticket is created with all the relevant details: device type, reported issue, quoted price, customer contact information, and any photos or notes.

Tickets follow a structured pipeline with configurable status stages (e.g. Received, Diagnosing, Awaiting Parts, In Repair, Quality Check, Ready for Collection, Completed). You can drag tickets between stages on the Kanban board view or update them from the list view. Each status change can trigger automated notifications to the customer via SMS or email.

The ticket system also supports technician assignment, internal notes, time tracking, parts usage logging, and photo documentation. For shops with multiple staff, you can see exactly who is working on what and track repair progress across your team.

Yes. cellbot includes a customer-facing status portal and a "pizza tracker" — a visual progress indicator that shows customers exactly where their repair is in the pipeline. Customers receive a unique tracking link via SMS or email when their ticket is created.

The status portal shows the current repair stage, estimated completion time, any messages from the technician, and a timeline of updates. Customers do not need to create an account or download an app — they just click the link.

The pizza tracker is particularly popular with shops because it dramatically reduces "is it ready yet?" phone calls. Customers can check their repair status any time, from any device, and they receive automatic push notifications when their repair moves to a new stage.

cellbot includes a unified social inbox that brings all your customer communications into one place. Currently supported channels include SMS, email (Gmail and Outlook), Instagram DMs, Facebook Messenger, and Twitter/X DMs.

All messages from all channels appear in a single inbox in your dashboard. You can reply to a customer's Instagram DM, follow up via SMS, and send an invoice by email — all without leaving cellbot. The cellbot Copilot can also draft responses for you, which you review and send with one click.

Automated notifications keep customers informed at every stage of their repair. You can configure which status changes trigger notifications and choose whether to send them via SMS, email, or both. Templates are fully customisable with dynamic fields like customer name, device model, and repair status.

cellbot includes a built-in warranty management system available on all plans. When you complete a repair, you can attach a warranty period (e.g. 90 days, 6 months, 12 months) to the ticket. The system tracks warranty expiry dates automatically and alerts you when a customer contacts you about a device that is still under warranty.

If a customer returns with an issue covered by your warranty, you can create a warranty claim linked to the original repair ticket. This preserves the full repair history and makes it easy to see what was done previously, what parts were used, and whether the current issue is related to the original repair.

Warranty tracking also helps you identify patterns — if a particular part or repair type generates frequent warranty claims, you can adjust your suppliers or repair processes accordingly. This data-driven approach reduces warranty costs over time.

Yes. cellbot supports team management with role-based access control. You can invite staff members to your shop's dashboard, and each person gets their own login with appropriate permissions.

Staff roles let you control who can access what. For example, you might give a technician access to view and update tickets but restrict them from changing pricebook entries or viewing financial reports. Shop owners and managers can access everything, while front-desk staff might only see the ticket queue and customer information.

Team features also include technician assignment (assign specific repairs to specific staff members), performance tracking (repairs completed, turnaround time), and activity logging so you can see who did what and when. Staff invitations are managed through a secure, enterprise-grade authentication system.

Yes. cellbot can generate unique QR codes for each repair ticket. You can print these QR codes and attach them to devices as they move through your repair pipeline. Scanning the QR code — with any smartphone camera — instantly pulls up the ticket details, saving time versus manually searching for tickets by name or number.

QR codes are particularly useful for shops with high volume or multiple technicians. When a device arrives at the quality check station, scanning the QR code immediately shows the repair history, customer notes, and what was done — no searching required.

Customers can also receive a QR code that links to their repair status page, giving them a convenient way to check on their device without calling your shop.

Notification templates are fully customisable under Settings > Communications in your dashboard. You can edit the message content for each notification type — booking confirmation, status updates, repair completion, review requests, and more.

Templates support dynamic variables that are automatically replaced with real data when the message is sent. Available variables include the customer's name, device model, repair type, quoted price, estimated completion time, tracking link, and shop name. This means each message feels personal even though it is sent automatically.

You can also choose which status transitions trigger notifications. For example, you might send an SMS when a repair moves to "Ready for Collection" but only send an email (not SMS) when a repair enters "Awaiting Parts." This level of control ensures customers get the right information through the right channel at the right time.

cellbot ships with end-of-day Z-reports today (cash, card, Stripe, total, and refunds in one screen). Full cash-register and shift management — open shift, count denominations, multi-employee till, cash in/out, reconciliation report, and auto-close — arrives in our June release.

cellbot launches with one-time repair commerce out of the box. Recurring service plans — monthly protection plans and B2B retainers — are on our roadmap for July 2026 as a Pro Plus add-on.

If protection plans are core to your business today, talk to us. We will prioritise based on your use case.

cellbot ships with four production-ready roles: Owner, Manager, Technician, and Receptionist. Each role has carefully scoped permissions across 17 capabilities, including cost-price visibility and discount approval.

Custom roles with a drag-and-drop permission matrix arrive in May 2026.

Yes. cellbot's counter TV display ships in May 2026 and shows live ticket progress on a waiting-room screen.

It is built in and updates in real time, so customers see jobs move the moment your team changes status. That makes it a leading walk-in differentiator against fixed-refresh lobby displays.

Yes. cellbot's May 2026 refund flow lets you choose the exact invoice line to refund, apply any restock fee, and keep the remaining invoice lines intact.

That means a customer can return one accessory from a larger repair invoice without forcing you to refund or recreate the whole ticket.

cellbot ships with 2,300+ devices and 30,000+ repair prices organised by category and model — flat-but-rich for fast lookup.

Hierarchical sub-category trees with inheritance ship in June 2026 for shops with deep service taxonomies.

cellbot's wholesale module already powers per-supplier commissions today.

Employee sales commissions with per-category rates and auto-credit on ticket completion ship in June 2026. This is fast-tracked because most of the logic is reused from our affiliate engine.

cellbot's widget is the form — and smarter. It extracts brand, model, issue, contact details, and quote requirements automatically.

For shops that prefer a classic drag-and-drop lead form for SEO landing pages, our visual form builder ships in June 2026.

cellbot's analytics dashboard shows real-time revenue, average ticket value, and per-device repair velocity today.

A goal-tracking widget that shows daily progress against monthly break-even and profit targets ships with our June release.

cellbot exports payroll-ready CSVs to Xero, QuickBooks, and Wave today via the staff hours summary.

Native pay-runs and a clock-in widget ship in Q3 2026 alongside our Expense module.

Yes. cellbot includes public repair status lookup today at cellbot.chat/status/{shop}.

Customers can check their repair progress without creating an account or calling the shop, which cuts down "is it ready yet?" interruptions at the counter.

cellbot's customer portal and mail-in receipts handle terms acknowledgement today through timestamped magic-link confirmations with a full audit trail, carrying the same practical legal weight as handwritten acknowledgements for typical UK repair workflows.

An on-screen signature pad for in-store terms capture arrives in Q3 2026.

cellbot launches with one-time repair commerce out of the box. Membership plans, monthly care plans, protection plans, and B2B retainers are on the July 2026 roadmap as a Pro Plus add-on.

If recurring plans are a deciding requirement for your shop, talk to us and we will prioritise around your exact use case.

cellbot's sales reports show revenue, repair volume, and technician performance today.

Full employee commission reporting — including per-technician profit views — ships in June 2026 with the commissions module.

cellbot supports product variants today through a flat variant field, which is enough for most repair-shop accessory inventory.

Full attribute-to-variant matrix generation with per-variant SKU, cost, and serial handling ships in Q3 2026 for shops doing heavy accessory retail.

The trade-in/buyback engine lets your shop purchase used devices from customers, grade their condition, and resell them at a profit. It is a complete workflow that handles the entire process — from initial valuation to final sale — within your cellbot dashboard.

When a customer brings in a device to trade, you create a valuation that assesses the device's condition across multiple criteria: screen condition, body condition, battery health, functional issues, and included accessories. The system calculates a buy price based on your configured pricing matrix, which you can set per device model and condition grade.

This feature is available exclusively on the Pro Plus plan (£199/month) because of the significant revenue potential — a single profitable trade-in can easily cover the monthly subscription cost. It effectively turns your repair shop into a device trading operation alongside your repair services.

The grading system uses five condition tiers: Like New, Good, Fair, Poor, and Broken. Each tier has specific criteria for screen condition, body condition, battery health, and functionality — ensuring consistent and transparent valuations across your team.

When you create a valuation, you assess each criterion and the system determines the overall condition grade. You can attach photos to document the device's state at the time of trade-in, which protects both you and the customer if there are any disputes later.

Your pricing matrix defines the buy price and sell price for each device model at each condition grade. For example, you might buy an iPhone 15 Pro in "Good" condition for £400 and sell it for £550. The system tracks your margins automatically and shows profitability metrics in your trade-in dashboard. You have full control over every price in the matrix — the system does not impose or suggest prices.

Yes. The AI chat widget can guide customers through initial trade-in enquiries. When a customer mentions wanting to sell or trade in a device, the AI can ask qualifying questions about the device model and general condition, then provide a preliminary estimate based on your pricing matrix.

However, the final valuation always happens in person. The AI makes it clear to customers that the quoted estimate is subject to a physical inspection at your shop. This protects you from over-paying for devices that turn out to be in worse condition than described.

The widget creates a trade-in lead in your dashboard so you can follow up with the customer, schedule a drop-off appointment, and complete the valuation when they visit your shop.

Voice AI lets your customers describe their repair issue by speaking instead of typing. Available on the Pro Plus plan, it uses advanced speech-to-text technology to transcribe voice messages in real time, which the AI chat widget then processes exactly like a typed message — identifying the device, looking up the repair, and quoting a price.

This is particularly valuable for mobile users who find typing on small screens frustrating, and for customers who are less comfortable with written communication. The transcription is highly accurate across accents and supports multiple languages.

Voice messages are transcribed server-side and are never stored as audio files after processing. Only the text transcription is kept as part of the conversation record, in line with cellbot's data minimisation principles.

Additionally, Pro Plus annual plan subscribers get access to the AI Phone Agent — a speech-to-speech AI technology that answers your shop's incoming phone calls. It greets customers, quotes repair prices from your pricebook, books appointments, and captures leads — all connected directly to your CRM. This means you never miss a call, even when you are busy repairing devices or after hours.

The social inbox aggregates messages from all your customer communication channels into a single view in your dashboard. Instead of checking Instagram DMs, Facebook Messenger, Twitter/X, email, and SMS separately, every message appears in one chronological feed that you can filter, search, and respond to without switching tabs.

Currently supported channels include Instagram DMs, Facebook Messenger, Twitter/X DMs, Gmail, Outlook, and SMS. Each channel connects through a secure OAuth flow — you authorise cellbot once and messages sync automatically from that point forward.

When you reply to a message in the social inbox, the response is sent back through the same channel the customer used. So if someone sends you an Instagram DM asking about a screen repair, your reply goes back as an Instagram DM. The cellbot Copilot can also draft suggested replies based on the conversation context and your pricebook, which you review and send with one click.

cellbot includes a reviews management feature that helps you collect and monitor customer feedback. After a repair is completed, the system can automatically send a review request to the customer via SMS or email, directing them to leave a review on Google, Facebook, or your preferred platform.

The reviews dashboard shows all collected feedback in one place, including star ratings, comments, and response status. You can respond to reviews directly from the dashboard and track your overall rating over time.

Proactively collecting reviews is one of the most effective ways to grow a local repair business. Automated review requests make it easy to build up your Google review count over time, which directly impacts local search visibility and customer trust.

There is no contract and no minimum commitment. cellbot is month-to-month billing, and you can cancel at any time from your dashboard under Settings. When you cancel, your subscription remains active until the end of your current billing period — you are never charged for a partial month after cancellation.

After your billing period ends, your subscription is paused. Your data — customers, tickets, pricebook entries, and conversation history — is preserved for 90 days. Reactivate any time during that window and you pick up exactly where you left off.

We believe cellbot should earn your subscription every month, not lock you into a contract.

If you are not satisfied within 14 days of your first paid subscription, contact us for a full refund. We want you to feel confident in your purchase.

Beyond the 14-day window, we handle refund requests on a case-by-case basis. If you experienced a genuine service issue or did not receive what was promised, we will make it right.

cellbot integrates with Stripe to handle customer-facing payments, including repair deposits. When a customer books a repair through the AI widget or your dashboard, you can require an upfront deposit — configurable as a fixed amount or percentage of the quoted repair price.

Deposits are processed securely through Stripe Checkout, so customers pay using their preferred method (card, Apple Pay, Google Pay). The payment is linked to the repair ticket automatically, and you can see the payment status at a glance in your ticket view.

For shops that want to receive payments directly into their own Stripe account rather than through cellbot, Stripe Connect is available. This gives you full control over your payment processing, payouts, and financial reporting while still benefiting from cellbot's automated payment flows.

All cellbot plans include email support at hello@cellbot.chat. We aim to respond to all support enquiries within 24 hours on business days, and most queries are resolved within a single reply.

Pro Plus subscribers receive priority support, meaning your tickets are handled first with faster response times. Pro Plus also includes free migration support — our team will help you transfer your data from your existing system at no additional cost.

Beyond direct support, the cellbot Copilot inside your dashboard can answer many common questions instantly. It knows about every cellbot feature, can guide you through setup steps, and can troubleshoot common issues — available 24/7 without waiting for a human response.

cellbot is designed to be intuitive enough that most teams are productive within minutes, not days. The dashboard follows familiar patterns inspired by modern operational tools, so if your team has used any modern web application, cellbot will feel natural.

For teams that want structured onboarding, we offer documentation at docs.cellbot.chat covering every feature in detail with step-by-step guides, screenshots, and best practices. The cellbot Copilot can also serve as an on-demand trainer — staff members can ask it questions like "How do I create an automation?" or "Where do I find the analytics dashboard?" and get instant, accurate answers.

Pro Plus subscribers can also request a personalised onboarding walkthrough where we demonstrate the features most relevant to your specific shop setup and workflow.

You can report bugs or request features by emailing hello@cellbot.chat or through the contact form on our website. We read every message and prioritise fixes based on severity and impact.

Feature requests are tracked internally and influence our product roadmap. Many of cellbot's 90+ features started as customer suggestions. If a requested feature aligns with our product vision, we will let you know when it is planned and keep you updated on progress.

For urgent issues that affect your ability to serve customers (such as the widget not loading or payments not processing), mark your email as urgent and we will prioritise it accordingly.

Yes. Security is foundational to cellbot, not an afterthought. All data is encrypted at rest and in transit using AES-256 encryption. The platform is hosted on a global edge network with SOC 2 certified infrastructure, backed by an enterprise-grade real-time database (also SOC 2 certified) and a SOC 2 Type II certified authentication provider.

cellbot enforces strict multi-tenant isolation — every shop's data is completely separated at the database level. Every query validates shop ownership before returning any data, making it architecturally impossible for one shop to access another shop's customers, tickets, or pricing.

The pricebook is protected by a multi-layer enterprise security system including entitlement-based access control, rate limiting (200 requests per hour per IP), and pagination hard caps. API endpoints are protected by managed rate limiting, and all webhook payloads are verified using HMAC-SHA256 signatures with timing-safe comparison.

Yes. cellbot is fully GDPR compliant. Our privacy policy (over 400 lines) details exactly how we collect, process, store, and protect personal data. We act as a data processor on behalf of your shop (the data controller).

Customer rights are built into the platform: customers can request access to their data, request deletion, and manage their communication preferences through the unsubscribe system. Data retention policies are configurable, and we support data portability through CSV exports.

Our AI integrations are configured with data processing agreements in place. Customer data sent for AI chat responses is not used to train AI models — this is contractually guaranteed by our AI providers' data processing terms and enforced through our API configuration.

cellbot's infrastructure spans several trusted providers, all with strong data protection credentials. The application is hosted on a global edge network. The database is powered by an enterprise-grade real-time database, with data stored in secure, managed infrastructure. Authentication is handled by a SOC 2 certified authentication provider, and payment processing by Stripe — both are PCI DSS compliant.

Your data is only accessible to you and your authorised staff members. cellbot employees do not have routine access to your shop's data. We maintain audit logging so you can track who accessed what and when within your team.

For UK businesses, it is worth noting that while the infrastructure providers have global operations, all of them maintain data processing agreements that comply with UK GDPR and the Data Protection Act 2018.

The cellbot Copilot is your intelligent assistant inside the cellbot dashboard. Unlike the customer-facing widget, the Copilot is designed for you and your staff. It sits in a sidebar and can answer questions about your business, draft customer communications, summarise ticket histories, and help you navigate the platform.

The Copilot has access to 5 specialised tools and 6 internal query functions that connect it to your real data. It can look up customer records, check repair statuses, review analytics, and provide actionable insights. For example, you can ask "What were my top 5 repairs last month?" or "Draft a follow-up message for customer John about his iPad repair."

Every response from the Copilot is grounded in your actual data — it does not make up statistics or fabricate customer details. This makes it a reliable assistant for day-to-day operations rather than just a generic chatbot.

Automations let you set up rules that trigger actions automatically based on events in your workflow. For example, you can create a rule that sends an SMS to the customer whenever a ticket moves to "Ready for Collection" status, or one that assigns all iPhone repairs to a specific technician.

Automations are configured through a visual rule builder in your dashboard — no coding required. Each automation has a trigger (the event that starts it), optional conditions (filters to narrow when it fires), and one or more actions (what happens when it triggers).

Common automation use cases include: sending status update notifications, assigning tickets based on device type or repair category, escalating tickets that have been in the same status for too long, and notifying you via push notification when a high-value repair is booked.

Yes. cellbot is a Progressive Web App (PWA), which means you can install it on your phone or tablet's home screen and use it like a native app — with push notifications, offline-capable features, and a full-screen experience.

Push notifications keep you informed in real time. You can receive alerts for new repair bookings, customer messages, ticket status changes, and other important events. Notifications are configurable — you choose which events trigger alerts and which you would rather check in your own time.

The PWA works on both iOS and Android, and also installs on desktop browsers (Chrome, Edge). It loads fast, works offline for basic navigation, and does not require downloading anything from an app store.

cellbot includes a comprehensive analytics dashboard with real-time metrics, historical trends, and actionable insights. The main dashboard shows key figures like total tickets, revenue, average repair time, and customer satisfaction at a glance.

Deeper analytics include technician performance tracking (repairs completed, average turnaround time, customer ratings), revenue breakdowns by repair category and device type, funnel analysis showing where customers drop off, and benchmark comparisons to help you understand your shop's performance relative to the platform average.

You can also generate custom reports and export data as CSV for use in spreadsheets or other tools. The analytics system uses real-time subscriptions, so your numbers update live as tickets progress through your pipeline — no manual refresh required.

cellbot is designed to be invisible to your customers. The AI widget, customer portal, status tracker, and all customer-facing communications display your shop's name, logo, and brand colours — not cellbot's. Your customers interact with what looks and feels like your own custom software.

Branding is configured under Settings > Branding in your dashboard. You can upload your logo, set your primary brand colour, customise the widget greeting message, and configure your shop's contact information. These settings apply across the widget, email notifications, SMS messages, and the customer status portal.

There is no "Powered by cellbot" badge on any customer-facing element. The only place cellbot branding appears is in your internal dashboard, which your customers never see.

Yes. cellbot provides a REST API that allows you to build custom integrations and access your data programmatically. API keys are managed under Settings > API Keys in your dashboard, and each key can be scoped with specific permissions.

The API supports all core operations: reading and creating customers, managing tickets, querying pricebook entries, and retrieving analytics data. All endpoints are authenticated using API keys passed in request headers and are rate-limited to prevent abuse.

Comprehensive API documentation is available at docs.cellbot.chat, including request/response examples, authentication guides, and webhook configuration for receiving real-time event notifications. If you use automation platforms like n8n, Zapier, or Make, you can achieve most integrations without writing any code — but the API is there for developers who need full control.

We are continually adding features based on customer feedback and market needs. Currently in development are integrations for Google Calendar, Slack, BigCommerce, and five POS platforms (Square, SumUp, Zettle, Clover, PayPal). These will be rolled out progressively throughout 2026.

On the platform side, we are working on annual billing options, multi-language support (starting with Spanish, French, and German), and an expanded pricebook covering additional device categories and more regional markets.

We also plan to launch a dedicated documentation portal at docs.cellbot.chat, a public status page for real-time uptime monitoring, and additional AI capabilities including smarter repair diagnostics and parts availability checking. Feature requests from our customers directly influence prioritisation — if there is something you need, let us know.

cellbot today is built around one-time repair commerce — a customer brings in a device, you quote them, they pay for that repair, and the ticket closes. Monthly customer protection plans (e.g. £20/month covering screen replacements, or business retainers covering a fleet of devices) are on our roadmap as a Pro Plus add-on.

If recurring service plans are core to how you sell repairs today, talk to us at hello@cellbot.chat — we will work with you on a workable mapping using one-time tickets in the meantime, and prioritise the build based on real customer demand.

cellbot ships with four production-ready roles — Owner, Manager, Technician, and Receptionist — each scoped across 17 capabilities including cost-price visibility, discount approval, refund authorisation, and ticket-status changes. For the majority of independent shops the built-in roles are exactly the right shape and you can assign them per staff member from Settings > Team.

Fully custom roles with a drag-and-drop permission matrix are on our roadmap. If you run a chain or franchise where the four built-in roles do not fit cleanly, let us know — we are happy to walk through the available granularity and prioritise the custom-role build based on real use cases.

Today cellbot handles repair authorisation and status acknowledgement through email receipts and the customer portal (cellbot.chat/portal/...). Both create a full audit trail tied to the customer's email address and are widely accepted as equivalent to a signed paper receipt for most repair scenarios.

A dedicated customer-facing tablet flow with on-screen signature capture is on our roadmap. If you specifically need wet-signature capture for higher-value or insurance-covered work today, get in touch and we will prioritise based on the requirement.

The cellbot affiliate program lets you earn recurring commission for referring repair shops to our platform. Commission rates are tiered: 30% for your first 9 conversions, 35% from 10 conversions, and 40% from 25 conversions onwards. You earn every month your referrals stay subscribed — there are no commission caps.

The program is open to anyone connected to the tech repair industry: shop owners, consultants, content creators, training academies, parts suppliers, and more. There is no minimum audience requirement. Applications are reviewed within 48 hours.

Visit cellbot.chat/affiliates to learn more and apply, or read the full affiliate terms at cellbot.chat/affiliates/terms.

Earnings depend on the plans your referrals choose and how many you refer. As an example, referring 3 shops on the Pro plan (£99/month) at the base 30% rate earns you £89.10 per month — that is over £1,069 per year in recurring income.

At the elite tier (25+ conversions), referring 25 Pro Plus shops (£199/month) at 40% earns £1,990 per month, or nearly £23,880 per year. All commissions are recurring — you earn for as long as the referred shop stays on a paid plan. There are no caps on how much you can earn.

Payouts are monthly via bank transfer through Stripe, with a minimum threshold of £50. For a limited time, affiliates who join before 30 June 2026 earn lifetime commissions on Pro Plus referrals.

Commissions are paid monthly on the 1st of each month via Stripe Connect Express — direct bank transfer available in over 40 countries. The minimum payout threshold is £50.

New affiliates have a 90-day hold period on their first 3 conversions for fraud protection. After that, the hold drops to the standard 30 days. Top-performing affiliates with 10 or more conversions unlock twice-monthly payouts (mid-month and end-of-month).

Once approved, you complete a short identity verification through Stripe (takes about 5 minutes), and then payouts happen automatically.

Yes — many of our best affiliates are repair shop owners who use cellbot themselves. You can refer other shops and earn commission on their subscriptions. The only restriction is that you cannot refer yourself or shops you own. Self-referral is detected automatically and will not generate commission.

Visit cellbot.chat/affiliates to apply. Your application is reviewed within 48 hours.