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 14-day free trial includes 50 conversations and 50 AI automations with no credit card required. You can explore all features before deciding on a plan.

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. All plans, including the trial, support unlimited agent seats. Invite team members by email from the workspace settings, assign them roles, and organize them into teams right away.

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.

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.

Savena's AI knows its limits. When it encounters a question it cannot confidently answer, it smoothly escalates to a human agent while preserving the full conversation context. Your agent picks up exactly where the AI left off — no customer repetition needed.

Yes. The AI agent is aware of your business hours settings and can provide full support when your team is offline. It handles routine questions, collects information, and escalates urgent issues so your agents can follow up when they return.

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, in progress, waiting on customer, resolved), priority level (low, medium, high, urgent), category, assignee, and tags. Internal notes let your team collaborate on tickets 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, HubSpot, Zendesk, and Stripe. You can also connect other services using custom integrations.

Yes. You can enable integration actions for your AI agents. When enabled, the AI can look up order information in Shopify, check payment status in Stripe, or perform other integration actions during a conversation — all without human intervention.

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 uses volume-based pricing based on the number of conversations per month. There are four plans: Starter (400 conversations, $59/mo), Growth (1,000 conversations, $139/mo), Pro (3,000 conversations, $389/mo), and Scale (5,000 conversations, $599/mo). Enterprise plans with custom pricing are also available. All plans include unlimited agent seats, teams, channels, workflows, AI agents, and analytics.

No. Every plan includes unlimited agent seats and teams at no extra cost. You can invite as many team members as you need without worrying about per-seat pricing.

AI automations are an optional add-on. You select a monthly bundle of automations at $0.90 per automation. If you exceed your bundle, overages are billed at $1.20 per automation. You can set a hard cap on overages to control costs, and if the cap is reached the AI will stop automating and escalate to your human agents instead.

Your service continues without interruption. Conversations beyond your plan limit are billed at $0.50 per conversation. There are no hard cutoffs — your customers always receive support.

Yes. Annual billing saves approximately 15% compared to monthly pricing. For example, the Starter plan is $49/month billed annually versus $59/month billed monthly.

You can view your usage, change plans, and update payment methods from the Billing page in your dashboard. You can also access a customer portal to manage 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.