What Cluable is not allowed to see
Cluable reads the pages anyone could read, and nothing else. No orders, no accounts, no inbox. Here is why we drew the line there, and why it makes the answers you do get worth trusting.
By The Cluable team
Every AI support tool would like to sound omniscient. Ask it anything, the website says. It knows your business inside out.
Cluable does not work that way, and that is on purpose.
The line we drew
Cluable reads your public website. The pages a customer could already open for themselves: your product pages, your pricing, your shipping and returns information, your FAQ, your policies, your about page. That is the whole of it.
It does not see order histories. It does not see customer accounts. It is not wired into your inbox, your payment provider or your database. If someone asks where their parcel is, Cluable cannot look it up, and it will not pretend it can. It says so plainly and puts that person in front of someone who can help.
We get asked about this in almost every conversation, usually in a slightly disappointed tone. So here is the honest case for why we drew the line where we did.
A narrow tool is an honest one
The moment a bot is allowed to guess, it will. Give it a vague brief and a pressure to be helpful, and it will fill the silence with something that sounds right. Every one of us has been on the receiving end of that, and it is worse than no answer at all, because you act on it.
When Cluable can only answer from pages you wrote and can point to, two useful things happen. The answer is checkable, because it came from somewhere real. And the boundary is obvious, because anything outside those pages is a question it openly cannot take.
An answer you can verify is worth more than an answer that merely sounds confident.
That boundary is the reason the answers inside it are worth trusting.
What it looks like in practice
Someone asks whether a product ships to Ireland and how long it takes. That is on your shipping page. They get it in a second, at eleven at night, without waiting for you.
Someone asks whether their specific order shipped yet. That is not on any page, and it never will be. Cluable says it cannot see order details and hands them to your team with the question already written down, so nobody has to ask twice.
Someone asks what happens if the thing arrives broken. If your returns policy says, they get the policy. If your returns policy is vague, they get a vague answer, which is a useful thing to learn about your returns policy.
The quiet part
There is a second reason for the line, and it has nothing to do with answer quality.
We do not hold your customer data, because we never asked for it. There is no order table of yours sitting in our systems, no account records, no payment details. That is one fewer place your customers' information lives, one fewer integration to maintain, and one fewer thing to explain to anyone who asks how you handle their data.
Plenty of tools would rather sell you the opposite: connect everything, and we will figure it out. That is a real trade, and for some businesses it is worth making. We think most small teams are better served by a tool that does less and can be reasoned about.
What this asks of you
The catch is a fair one. Cluable is only as good as the pages you point it at.
If your site never says what your delivery window is, your bot cannot say either. If your pricing page has a footnote that everyone misunderstands, the bot will faithfully repeat the confusing footnote. The questions it cannot answer are the map of what your website is missing, which is usually the most useful thing you learn in the first week.
The good news is that this work pays twice. Every page you write to help the bot is a page that helps the customer who never opens the chat at all, and most of them never do.
Where we stand
We would rather ship something that answers the repeat questions well and says "I cannot see that" to the rest, than something that answers everything and is quietly wrong a tenth of the time.
Your team keeps the questions that need judgment. The website answers the ones it should have been answering all along. And nobody, customer or team, has to guess whether the answer they just got was real.
That is the trade. We think it is the right one.
