Support Chatbot

The Support Chatbot is an AI assistant built into your dashboard. Ask it anything about PineHook, in any language, and it answers using our documentation and, when your question calls for it, your own account data. Open it from the sidebar or go straight to /dashboard/support-chatbot.

It is usually the quickest way to get unstuck. Setup questions, "is my EA online?", why a trade was rejected, what a feature does. When it cannot solve something, you can hand off to the PineHook team without leaving the chat.

What you can ask#

The chatbot is a PineHook support assistant. It is good at:

• Account and license questions. "Is my EA online?", "Why is my license paused?", "How many licenses am I using?"
• Setup and how-to. "How do I create a TradingView webhook?", "How do I connect my MT5 terminal?", "Where do I set my default lot size?"
• Troubleshooting. "Why did my last trade fail?", "What does this rejected signal mean?", "My EA keeps disconnecting."
• Feature explanations. "What is Multiple TP/SL?", "How does breakeven trailing work?", "What is the difference between Hedging and Netting accounts?"
• Finding the right doc. "Show me the webhook commands", "Where is the pricing?"
• Pricing, status, and releases. "How much is Pro?", "Is PineHook down right now?", "What shipped in the last release?" It reads these live rather than from documentation, so the answer reflects what is actually true at the moment you ask.
• About PineHook itself. "Who built this?", "What makes it different?", "What does your privacy policy say about my trade data?"

Ask in whatever language you are comfortable with. The assistant replies in the same language.

How it answers#

Every answer is built on PineHook's own knowledge. The assistant draws on our public documentation, the marketing pages, the blog, the full Privacy Policy and Terms of Service, the internal support knowledge and procedures our team uses, and tools that can look up your own account, then answers from whatever is most relevant to your question. When an answer uses the documentation, it lists its Sources underneath, as clickable links you can open to read more.

Pricing, service status, and release notes are never answered from documentation, because documentation goes stale. All three are read live every time you ask. That means the assistant will tell you an outage is in progress rather than repeating a documented "everything is fine", and the price it quotes is the price you would actually pay.

On legal questions it will summarise what the Terms or the Privacy Policy actually say and link the page, but it is not a lawyer and will not interpret a clause for your situation.

You can rate each answer with a thumbs up or thumbs down. That feedback helps us improve the assistant, and it is also one of the ways you can reach a human, covered below.

It knows your account, and only yours#

When a question is about your account, the assistant can look at your own data to give you a specific answer instead of a generic one. It can see things like your licenses and EA connection status, your recent signals, trades, and rejected signals, your subscription, your sign-in sessions and security activity, your referral summary, and the emails we have sent you.

Two things to know:

• Read-only. The assistant can look at your account to answer questions, but it can never change a setting, place a trade, or take any action on your behalf.
• Scoped to you. It only ever sees your own data. It cannot look up another user's account, and sensitive values like keys and passwords are removed before the assistant ever sees them.

Reaching a human#

The chatbot handles most questions on its own, but when you need a person, you can open a support ticket without leaving the chat. The option to open one appears when either of these happens:

• You ask for a human. Say so in your own words, in any language. "I'd like to talk to a person", "open a support ticket", "contact support", and similar requests all work. You do not need an exact phrase.
• You give two thumbs-down. If two answers in a conversation were not helpful, the option to escalate appears.

Opening a ticket brings up a short form: a title, a category (account, billing, technical, or other), what you were trying to do, what you have already tried, and a quick confirmation that the suggested docs did not answer your question. Your recent chat is attached automatically so the team has context. Once you submit, the ticket appears in Messages, where the PineHook team replies in the same thread.

To keep things manageable for the team, you can open at most one support ticket every four hours.

What it won't do#

The chatbot stays strictly within PineHook product support. It will not:

• Give financial or trading advice. No buy, sell, or hold suggestions, no entry, exit, stop, or target levels, no position sizing, and no market or price predictions. PineHook delivers the signals you decide on. It is not a source of trading decisions.
• Provide trading signals or strategies. Which trades to take is always your call.
• Write code. It will not write or debug scripts or Pine Script. It can show you the webhook signal format in CSV or JSON, since that is product configuration.
• Go off-topic. It is a support assistant, not a general chatbot, so it steers general-knowledge questions, small talk, and unrelated subjects back to PineHook.

Your conversation history#

Your conversations are saved so you can pick up where you left off. From the chatbot's main page you can:

• Browse past conversations, each titled by your first message, with when you last used it.
• Search your history by keyword to find an earlier answer.
• Resume any conversation right where it ended, with every message and your feedback intact.
• Remove a conversation from your list when you no longer need it.

Conversations are kept for 90 days from your last message, then deleted automatically. You can delete them sooner in Settings, as noted above.

Usage limits#

There is a daily and monthly cap on how many AI messages you can send, plus a short burst limit to keep the service fast for everyone. The allowance is the same on every plan: support is not gated by your subscription tier. If you reach the cap, the chatbot tells you, and it refreshes automatically. Documentation search and your conversation history stay available either way.

Next steps#

• Messages for support tickets and team replies
• Settings to manage your AI chat history and privacy
• Troubleshooting FAQ for quick self-serve answers