Frequently Asked Questions

You can have Savena up and running in under 5 minutes. Sign up for a free trial, add the chat widget to your site with a single script tag, connect your email and social channels through the dashboard, and start receiving conversations immediately.

No. The 21-day free trial includes 200 conversations and 200 AI resolutions with no credit card required. You can explore every feature before you pay anything.

When your trial period expires or you reach the trial limits, you will be prompted to choose a paid plan. There is a short grace period so you do not lose any active conversations. Your data and configuration are preserved when you upgrade.

From the dashboard, go to Settings and select Channels. You can connect Gmail or Microsoft email in a few clicks, set up WhatsApp Business with your phone number, or link Instagram and Facebook. The live chat widget can be added to your site by pasting a code snippet.

Yes. Invite team members by email from the workspace settings, assign them roles, and organize them into teams right away. The trial does not charge for seats, and on a paid subscription the first 3 are included.

Savena supports five channel types: website live chat (via an embeddable widget), email (Gmail and Microsoft Outlook), WhatsApp Business, Instagram Direct Messages, and Facebook Messenger. All conversations from every channel flow into a single unified inbox.

Every message from every connected channel appears in one inbox. You can filter by channel, status, priority, assignee, or tags. Conversations carry full context regardless of which channel they originated from, so your team never has to switch between tools.

Yes. You can connect multiple Gmail and Microsoft Outlook accounts. Each email account becomes a channel in your inbox, and you can set a default sender per workspace.

The widget is a lightweight snippet you embed on your website. You can customize its appearance including position, theme (light or dark), brand colors, logo, welcome message, and conversation starters. Visibility rules let you control which pages show the widget and when.

Yes. Messages, typing indicators, and presence updates are delivered instantly. You receive in-app notifications for new messages, assignments, and escalations, plus optional email notifications when you are offline.

The AI agent can respond to customer questions using your knowledge base, assign conversations to the right team members, update customer profiles, trigger workflow automations, create tickets, and close resolved conversations — all autonomously based on conversation context.

The AI answers from your knowledge base and live store data rather than from memory. When it finds no matching source, it is instructed to say it does not have that information instead of guessing, and to record the gap so you can fill it. It also cannot claim to have done something it did not actually do — every action it describes has to correspond to a real tool call — and it never invents an explanation for why something happened, reporting only what your connected systems return.

Yes. You can disable the AI entirely, switch it off for specific channels — live chat, email, WhatsApp, Instagram, or Facebook — or stop it partway through a conversation. It also stands down automatically on any conversation a human teammate has replied to.

Yes. You can create as many AI agents as you need per workspace, each with its own instructions, knowledge sources, and capabilities. This lets you specialize agents for different use cases — for example, one for sales inquiries and another for technical support.

It escalates to your team, and that handoff is the only route to a human — nothing gets stranded in a silent queue. The full conversation context travels with it, so your agent picks up exactly where the AI left off without the customer repeating themselves. The AI is instructed to escalate whenever it cannot confidently handle a message, not only when someone explicitly asks for a person. Once a teammate replies, the AI automatically steps back from that customer for 7 days so it never talks over your team.

Yes. The AI answers around the clock, so customers get a reply whether or not your team is online. It reads your team's current availability to word its handoffs accurately — telling a customer when someone will pick things up rather than implying an immediate reply — and escalates anything it cannot resolve so your agents can follow up when they return. If you want the AI to behave differently outside working hours, you can build that with a workflow.

Upload your documents, FAQs, and help articles directly to Savena. You can also point Savena at your website and it will read the content automatically. The more content you add, the smarter the AI gets.

You can add, replace, or delete training content at any time from the AI agent settings. The AI will start using the updated knowledge in new conversations right away.

Tickets can be created from conversations, via email, or manually. Each ticket has a status (open or closed) and an automatic stage (submitted, in progress) that updates as your team works on it. Tickets also have priority (low, medium, high, urgent), category, assignee, and tags. Internal notes let your team collaborate without the customer seeing.

Yes. The ticket system includes SLA tracking so you can monitor response and resolution times against your service level targets. You can also configure auto-resolution for pending tickets after a set period.

Savena maintains 360-degree customer profiles including name, email, phone, company, custom attributes, location data, engagement metrics, lifecycle stage (lead, user, paid), and full conversation history. You can define custom fields to fit your business needs.

Segments let you group contacts based on rules you define. You can create segments manually or set up smart segments that automatically update — for example, all contacts with a high engagement score or those who haven't been active recently.

Each contact has an engagement score from 0 to 100 calculated based on their interaction history — conversation frequency, response times, and overall activity. This helps you identify your most active customers and those who may need attention.

Workflows are visual automations you build with a drag-and-drop canvas. They let you automate repetitive tasks by defining triggers, conditions, and actions. For example, you can automatically assign conversations from VIP customers to a senior agent, or send a follow-up message when a ticket has been waiting too long.

Workflows support multiple trigger types: conversation opened, first customer visit, return visit, page view, chat opened, and more. Each trigger can have conditions based on conversation source, status, priority, contact fields, or URL patterns.

Yes. The workflow builder supports branching so you can route conversations differently based on contact details or conversation properties. Each branch can lead to different actions.

Workflow actions include sending messages, assigning conversations to agents or teams, creating tickets, updating contact profiles, triggering integration actions, closing conversations, updating conversation status, and adding tags. Messages can be personalized with the contact's name, email, and other details.

Yes. AI agents can execute workflows when the conversation context calls for it. This lets you combine AI intelligence with structured automation — the AI decides when a workflow is needed and triggers it automatically.

Savena integrates with Shopify, Stripe, and HubSpot. Shopify and Stripe give the AI agent real actions — looking up orders, checking fulfillment, issuing refunds — while HubSpot syncs support contacts into your CRM. You can connect anything else through our custom API.

Yes. You enable integration actions individually, and the AI can only run the ones you turn on — anything left off cannot be used, even if the customer asks. Read-only lookups like order status run directly. Actions that expose private data or move money require the customer to verify their identity first, and destructive ones such as refunds and cancellations ask the customer to confirm before executing. Those checks run in our backend, so the AI cannot be persuaded to skip them.

Go to Settings, select Integrations, and click the platform you want to connect. Authorize the connection, then choose which actions you want available in your workspace. You can enable or disable specific actions at any time.

Yes. Savena supports custom integrations that let you connect any external service to your workspace and make those actions available to your team and AI agents.

Savena has one plan with two parts. A flat $99/month platform fee covers every channel, every feature and unlimited conversations, and includes 3 team members; extra teammates are $25/month each. On top of that, you pay $0.99 for each conversation the AI resolves on its own. Annual billing takes 12% off both — $87/month for the platform and $22/month per extra teammate. There are no tiers to choose between and no feature gates.

The first 3 team members are included in the $99/month platform fee, and each additional teammate is $25/month. Teams, roles and permissions are unlimited — the seat count is the only thing that scales.

You pay $0.99 for each conversation the AI resolves on its own — no bundles to pick and nothing to pre-buy. If the AI cannot help and passes the customer to your team, that conversation is free, so you never pay twice for the same customer. You can set a monthly cap on AI resolutions; once it is reached the AI stops and every conversation goes straight to your team. We email you at 80% of the cap and again when it is reached.

There is no conversation limit. Conversations are unlimited on the platform fee, whether they are handled by your team or by the AI — the only usage-based charge is $0.99 per conversation the AI resolves on its own.

Yes. Annual billing takes 12% off the whole subscription: $87/month instead of $99 for the platform, and $22/month instead of $25 for each team member beyond the three included. On a three-person team that is $144 a year, and the saving grows with the team. AI resolutions are billed as you use them at $0.99 each either way.

From the Billing page in your dashboard you can see your AI resolutions for the current period, add or remove team members, change your AI spending cap, and update payment methods. A customer portal handles invoices and billing details.

Yes. Savena uses industry-standard encryption and strict access controls to protect your data. Your workspace is private to your team, and each team member only sees what their role allows.

Savena has four roles: owner, admin, agent, and manager. Each role has different permission levels for accessing settings, managing team members, and viewing data. This lets you control who can do what across your workspace.

No. Your customer data is never used to train or improve third-party AI models. Your training content and conversations are used solely to power your own AI agents within your workspace.

Savena is designed with privacy-first principles and includes features to support GDPR compliance, including data handling controls and the ability to manage and delete customer data on request.