Question 1

What does Refract do?

Accepted Answer

Refract builds ChatGPT Ads campaigns from the conversations your customers really have. You start with your website and a sentence about what you sell; the builder takes you through personas, a conversation map, ad groups, context hints and ads, and gives you a bulk-upload file for OpenAI Ads Manager.

Question 2

Do I need an OpenAI Ads Manager account?

Accepted Answer

Yes, to run the ads. Refract builds and checks the campaign; you upload the file in Ads Manager, where the ads are reviewed and you set billing with OpenAI. Refract never changes campaigns in your Ads Manager account.

Question 3

What's included for free?

Accepted Answer

One campaign with up to 5 ad groups and 25 ads, and 40 AI runs to build it. You can edit everything by hand at any time, and export the campaign when it's ready.

Question 4

What counts as an AI run?

Accepted Answer

Each request the builder makes to the AI model, such as drafting personas or writing ads for one ad language. Steps that reuse saved results don't use a run. Your plan and billing page shows how many you've used.

Question 5

Can I change what the AI writes?

Accepted Answer

Yes. Every persona, conversation, ad group, hint and ad can be edited, added or removed, and the review step checks claims, character limits and duplicates before you export.

Question 6

How do clients stay separate?

Accepted Answer

Each client has its own profile, campaigns and results. People you add to one client only see that client; your team can open every client. Access is checked on every record, not just hidden in the app.

Question 7

Can clients see their own results?

Accepted Answer

Yes. Invite them to their client profile as a viewer: each client includes 5 free viewer seats. Client admins can also build campaigns for their own brand and use a team seat.

Question 8

Where does Conversation Intelligence get its data?

Accepted Answer

From the results you import from Ads Manager, or sync by connecting an Ads Manager API key to a client, plus each campaign's conversation map and published benchmarks. Refract never reads people's ChatGPT conversations.

Question 9

How long until Intelligence shows anything useful?

Accepted Answer

As soon as a campaign has results. Early signals are shown with how sure they are, and they firm up as results build over the first week or two of delivery.

Question 10

How do upgrades and downgrades work?

Accepted Answer

Changes apply straight away. Before you switch, Refract shows what Stripe will charge now for the rest of the billing period, and to which card. Moving to a smaller plan leaves a credit for your next invoices.

Question 11

How do I cancel?

Accepted Answer

Open Plan and billing, then Card, invoices and cancelling. Your plan stays until the end of the period you've paid for, then moves to Free. Nothing is deleted.

Question 12

Do prices include VAT?

Accepted Answer

Prices are in euros, before VAT. Businesses can add their VAT number at checkout or in Card, invoices and cancelling, and every payment has an invoice you can download there.

Question 13

Who can see my data, and where is it stored?

Accepted Answer

Only the people you give access to. Refract runs on Base44, which stores data in the United States under standard data protection terms. The Trust centre, data processing agreement and sub-processor list have the details.

Question 14

Can I export or delete everything?

Accepted Answer

Yes. Export a client's data from the Trust centre, delete clients and campaigns yourself, or email us to close your account and delete it all.

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