1. What is TianKey Cloud?
TianKey Cloud AI Customer Service, built by Henan Xiaotu Culture Media Co., Ltd., is an LLM-powered enterprise customer service SaaS. It supports Web, WeChat OA, Mini Program, WeCom, Douyin and voice with AI Q&A, compliant handover, visual flows, tickets + SLA, BI reports and open APIs.
2. How does the ¥9.9 trial work?
Pay ¥9.9 online (WeChat Pay / Alipay / Huifu) and use it for a full year: 4 agents, 800 AI chats per month, all core features available. No credit card binding required.
3. What is the pricing and how do I choose?
Trial ¥9.9/year; Standard ¥980/year, Pro ¥1,980/year, VIP ¥2,980/year, Flagship ¥3,980/year; industry plans: E-commerce ¥6,980/year, Education ¥9,980/year; private deployment Standalone from ¥29,800 and Custom ¥59,800 one-time; plus Developer Membership. Startups pick Standard; teams needing flows and APIs pick Pro; high agent/chat volume pick VIP; e-commerce and education businesses pick the matching industry plan; private deployment pick Standalone. See
Pricing.
4. Which payment methods are supported?
WeChat Pay, Alipay and Huifu. The console activates instantly after payment — no manual review.
5. What if AI answers are inaccurate?
Answer quality depends on your knowledge base. Improve it by editing KB entries, approving similar questions and configuring fallback replies; the system also suggests new entries from customer questions.
6. How does auto handover work? Is it compliant?
Handover triggers on negative sentiment, explicit requests, quota exhaustion or unanswered cases — aligning with GB/T 47746-2026. Reasons are auto-tagged and fully audited.
7. Which channels are supported?
Web (one-line JS), WeChat OA, Mini Program, WeCom, Douyin DM and voice — all managed from one console.
8. How is SMS billed?
At the provider's cost price — no markup. Bind any mainstream SMS gateway (Alibaba Cloud, Tencent Cloud, Huawei Cloud…) and pay exactly the provider price with full records.
9. How is data secured?
Multi-tenant isolation, HTTPS encryption, sensitive-word filtering, audit logs and role-based access. Your business data belongs to you and can be exported anytime. See
Privacy Policy.
10. Do you support private deployment?
Yes, Flagship supports private deployment on your own infrastructure with full data control.
11. Can I integrate my business systems?
Pro and above include open APIs and Webhooks to connect order systems (Taobao/JD/PDD/Douyin), CRM and ERP — see the
Developer Center.
12. Invoices and refunds?
VAT invoices available. Full refund within 7 days if not heavily used; otherwise prorated by remaining time. See
Terms of Service.
13. Is data lost after trial expiry?
No. Services pause after expiry but data is fully retained; it is restored immediately upon payment.
14. How do I manage multiple agents?
Add agents with role-based permissions. The workspace handles all channels with session assignment, queues, quick replies and AI assistance.
15. Do I need technical skills to launch?
No. Everything is visual: import an industry KB template, paste the generated snippet into your site — plus help docs, online support and onboarding assistance.
16. Where do I get the embed code and where do I paste it?
Two places: Channels → Web → Embed code (with a source tag) and Settings → Widget Settings → Copy embed code. For the floating widget, paste it before </body>; for the iframe, paste it where the chat window should appear. Site builders usually offer a "Custom HTML / footer code" field.
17. Floating widget or iframe — which should I choose?
Choose the floating widget when visitors should be able to ask from any page without losing layout space (it goes full-screen on mobile). Choose the iframe when chat should be a fixed part of a page such as "Contact us" (height adjustable; keep it ≥320px and the container ≥360px wide).
18. Voice messages or photo uploads don't work on my site?
For the iframe form, make sure allow="microphone; camera" is still in the snippet: cross-origin iframes get no media permission by default, so voice and photo upload fail without it (the floating widget handles this for you). Your site must also be served over HTTPS.
19. I changed the theme color or icon in the console but nothing changed?
Check whether the snippet hard-codes accentColor or logo — explicit values override console settings, so remove those lines to hand control back to the console. Also rule out CDN or browser caching with a hard refresh.
20. Can I tell where a visitor came from, or pin a specific bot?
Yes, via URL parameters:
source (channel tag visible to agents),
title (window title),
bot_id (pin a bot),
customer_name /
customer_phone (prefill visitor data),
utm_source and friends (campaign attribution). Full list in the
Developer Center; percent-encode non-ASCII values and
#.
21. We run several sites/brands on one account — will sessions mix up?
No, as long as the snippet carries the right tenant ID (companyId, or the company param on chatUrl) — console-generated snippets include it automatically. If both are missing, sessions fall back to the default tenant; re-copy the snippet from the console.