FAQ — Loopback Docs

Q: What are the trial's limits?

New users automatically start a 7-day full-feature Max trial on sign-up: all features, no channel wall, no card required — only the quota is limited. It's credited instantly after email verification. If the trial expires without a subscription, the account becomes read-only (data is retained) and is restored the moment you subscribe.

Q: Will AI reply to users on my behalf automatically?

No. This is one of Loopback's hard lines: AI processing is transparent and reversible, and any action that sends something outbound always requires human confirmation. AI only drafts replies; whether to send is your call. Workflows likewise are not allowed to reply outbound fully automatically, nor to auto-close P0 items.

Loopback FAQs: trial limits, how usage is counted, whether overages pause your account, BYOK, data security, whether AI auto-replies to users, and what to do when the board is empty.

Common questions about the trial, billing, data, and usage. If you can't find an answer, feel free to contact us.

What are the trial's limits?

New users automatically start a 7-day full-feature Max trial on sign-up: all features, no channel wall, no card required — only the quota is limited. It's credited instantly after email verification. If the trial expires without a subscription, the account becomes read-only (data is retained) and is restored the moment you subscribe.

What does one "feedback handled" include?

One feedback handled includes: category + sentiment + priority + issue assignment + a prorated share of AI suggestions; multilingual feedback also includes translation. You pay for "feedback that actually gets handled / closed," not for "how many tokens you burned."

Will my account stop if I go over my quota?

It won't be interrupted. Usage beyond your plan's quota is billed by usage, with a lower unit price at higher tiers; you can also set a budget cap to control your ceiling.

Can I use my own model key (BYOK)?

Yes. In BYOK mode, model calls go through your own account, and Loopback charges only the platform fee. All three tiers support BYOK.

Are pricing and data the same in China and overseas?

Pricing is unified in US dollars, with no separate regional price. Data residency is split by market — the channel pools and data clusters for China and overseas are separate, set when you pick your market during onboarding.

Will AI reply to users on my behalf automatically?

No. This is one of Loopback's hard lines: AI processing is transparent and reversible, and any action that sends something outbound always requires human confirmation. AI only drafts replies; whether to send is your call. Workflows likewise are not allowed to reply outbound fully automatically, nor to auto-close P0 items.

Is my data secure, and who can see it?

Feedback data is isolated per workspace; channel credentials are stored encrypted and are never echoed back in plain text. Member permissions are determined by role. When you delete a channel or workspace, you'll be shown the data-retention policy. For more, see Security and Deployment.

The board is empty / the numbers look wrong — what should I do?

Common causes: you haven't connected a channel yet (go to the Channels page first); you just connected and fetching and AI understanding are still running; your current filter is too narrow (click "All channels" and widen the time range); new feedback shows translated into your working language by default, with the original in the details.