Answers to the questions we hear most often about Fuel AI. If your question isn't here, ask Fuel AI itself, or contact your account manager.
What Fuel AI is
Is Fuel AI a chatbot?
No. A chatbot answers questions. Fuel AI is the AI layer across the whole Emplifi platform. It reads your account, works out what needs to happen, and carries out the work, with your approval, across Social Marketing, Listening, Unified Analytics, Care, Community, and Settings. The chat panel is one way to reach it. Connecting your own AI tool is the other. See Fuel AI.
Why would I use Fuel AI instead of Claude or ChatGPT on their own?
Claude or ChatGPT on their own can't see your Emplifi account. Fuel AI can, and it can act inside it. If you connect your AI tool to Emplifi, you get both: your tool's interface, with Fuel AI doing the Emplifi work behind it, inside Emplifi's permissions and safety checks. See Connect your AI tool to Fuel AI.
Fuel AI Lite, Fuel AI, and credits
Do I already have Fuel AI?
Every Emplifi customer has Fuel AI Lite. It's switched on by default, at no extra cost, with nothing to set up. Fuel AI Lite gives you help and support inside the chat panel, with answers taken from the Emplifi documentation, plus a small set of AI features such as summaries of your Unified Analytics boards.
The full version of Fuel AI, which reads and analyzes your data and carries out actions across Emplifi, is an add-on to your Emplifi package. If your organization hasn't added it, you have Fuel AI Lite.
What's the difference between Fuel AI Lite and Fuel AI?
Same chat panel, different reach. Fuel AI Lite answers how-to questions about Emplifi and summarizes what's already on your Unified Analytics boards. The full version of Fuel AI works across Social Marketing, Listening, Unified Analytics, Care, Community, and Settings: it analyzes your data, builds boards, labels content, sets up Listening, drafts content, creates automations, and more, with your approval. See Fuel AI Lite and What you can ask Fuel AI to do.
How do I know which one I have?
Ask for something only the full version can do, for example "Create a board for Instagram engagement." If you have Fuel AI Lite, it tells you that this needs Fuel AI and suggests you speak to your account manager. Your Emplifi administrator can also tell you.
How is the full version of Fuel AI priced?
It's an add-on to your Emplifi package. The add-on includes a yearly allowance of credits, sized to your package. Your account manager can give you the details for your organization.
What are credits?
Credits are how Fuel AI usage is measured. Every request to the full version of Fuel AI uses some credits, and the amount depends on how much work the request involves. A quick question or a short summary uses a few credits. A detailed report across many profiles, or labelling a quarter's worth of posts, uses more. Fuel AI Lite doesn't use credits.
How many credits does a request use?
It varies with the complexity of the request, so there's no fixed number per task. As a guide, simple questions and summaries sit at the low end, and large reports and bulk labelling sit at the high end. Emplifi measures every request, and your account manager can tell you how your organization's usage is tracking against its allowance.
What happens when our credits run out?
Fuel AI lets you know when your organization's allowance has been used. You can carry on using Fuel AI Lite, and your administrator or account manager can add more credits to continue with the full version. If you're on a trial, Fuel AI stops when the trial credits are used, and your account manager can talk you through adding Fuel AI.
Can we try Fuel AI before we add it?
Yes. Your account manager can arrange a trial, which gives your team the full version of Fuel AI with a one-off set of credits so you can see how it works on your own data.
Can our administrator control who uses our credits?
Credits are shared across your Emplifi account. Your administrator decides which users have access to the full version of Fuel AI, which is the way to control who uses the allowance. See Manage who can use Fuel AI.
Getting access
I can't see the Fuel AI icon. Why not?
Either Fuel AI hasn't been switched on for your account yet, or your administrator hasn't given you the Access Fuel AI permission. Ask your Emplifi administrator, or see Manage who can use Fuel AI. If your administrator has only recently given you access, refresh your browser.
Can my administrator limit who uses Fuel AI?
Yes. Administrators choose which users have access to Fuel AI, and separately, which users can connect their own AI tools to Emplifi. See Manage who can use Fuel AI.
Can my organization turn Fuel AI off completely?
Yes. Contact your account manager. Your users keep the standard Help & support experience.
Using Fuel AI
Does Fuel AI understand my language?
Yes. Fuel AI replies in the language you write in, and anything it creates, such as labels or topics, can be named in any language.
Does Fuel AI remember previous conversations?
Fuel AI remembers everything within a conversation, and you can reopen earlier conversations from the New chat dropdown. It doesn't yet carry context from one conversation into the next. If you want it to use something from an earlier chat, reopen that chat or include the details in your new request.
Can I upload a file or image?
Yes. Click + in the message box to attach a file or image to your request. For example, you can upload an image and ask Fuel AI which brand logos it can see. Fuel AI works with text and images. It doesn't generate images or video.
Will Fuel AI publish posts or reply to customers on its own?
No. Fuel AI drafts content for you, and it publishes or submits an existing draft only when you ask it to. It doesn't send replies to Care cases. Flow Automations that Fuel AI builds for you run once you approve them, in the same way as any other Flow Automation.
Does Fuel AI tell me about problems before I ask?
Not yet. Fuel AI answers when you ask. It doesn't currently send alerts or surface insights on its own. You can set up spike alerts in Listening through Fuel AI, and those alert you in the usual way.
Does Fuel AI work in the Emplifi mobile app?
Fuel AI is designed for the Emplifi web platform. Contact your account manager for the latest on mobile support.
Accuracy and trust
How do I know Fuel AI isn't making things up?
Every answer is built from data in your own Emplifi account, not from the AI model's general knowledge. Fuel AI is designed not to invent profile names, metrics, permissions, or settings, and not to say an action succeeded unless it has a confirmed result. If it can't do something, it tells you why.
Fuel AI can still make mistakes, like any AI tool. Treat its answers as a starting point, and review anything it creates before you rely on it.
Why does Fuel AI ask me to approve things?
Anything that creates, changes, or deletes something in your account needs your approval. This keeps you in control and gives you a chance to catch mistakes before they happen. Reading and analyzing data doesn't need approval.
Can Fuel AI do things I'm not allowed to do?
No. Fuel AI uses your own Emplifi permissions. It can't see data you can't see or carry out actions your role doesn't allow, and it can't get around approval steps, publishing limits, or security settings.
Why did Fuel AI warn me about personal information?
Before sending a request, Fuel AI checks it for personal information such as names, locations, or card numbers. If it finds any, it warns you and lets you decide whether to continue. You might see this when you paste a list of profile handles, for example. It's a safety check, not an error.
Data and privacy
What data does Fuel AI use?
Only the data that's already in your Emplifi account, from the profiles and data sources you have connected. Fuel AI adds no new data sources. For each request, only the information needed for that request is used, rather than your whole account.
Which AI models does Fuel AI use?
Fuel AI uses leading third-party AI models under Emplifi's enterprise agreements. Emplifi selects the model best suited to each task, balancing accuracy and cost. For the Fuel AI security and privacy FAQ, which covers AI providers, data handling, and retention in detail, contact your account manager.
Can we see what Fuel AI has done?
Yes. Every request is recorded against the user and account that made it. If your organization needs a record of its Fuel AI activity, contact your account manager or Emplifi Support.
Connecting other AI tools
Can I use Fuel AI from Claude, ChatGPT, or another AI tool?
Yes, for customers who have this switched on. Your AI tool connects to Emplifi through the Emplifi Fuel MCP server and acts with your own permissions. It's the same Fuel AI you reach from the chat panel. See Connect your AI tool to Fuel AI, or contact your account manager to ask about access.
What is MCP?
MCP (Model Context Protocol) is an open standard that lets AI tools connect safely to other software. Emplifi provides an MCP server for Fuel AI, so any AI tool that supports MCP can connect to your Emplifi account. You don't need to understand the technical details to use it. See Connect your AI tool to Fuel AI.
Do I need an API key to connect my AI tool?
No. You sign in once in your browser, and there are no API keys to create or store.
Does connecting my AI tool use credits?
Your account needs the full version of Fuel AI to connect an AI tool. Requests made through your AI tool use credits in the same way as requests made in the chat panel. Contact your account manager for the details that apply to your package.
Getting help
Where do I report a problem with Fuel AI?
Use the thumbs down on the answer and tell us what went wrong, or contact Emplifi Support with the request you made and a screenshot of the answer.