Common Questions
What's the character limit of AI Nudges?
AI nudges have a word limit of 15 words. AI will create nudges which are concise and max 15 words in length.
In Zendesk, Alhena is not marking the ticket as closed after the reply. What's the reason?
Alhena AI closes the conversations in Zendesk and Freshdesk after the reply. If it is not able to close, the following could be the reasons:
Human Transfer - Alhena AI performed a human transfer. During human transfer, Alhena AI keeps the ticket open.
Mandatory field values in Zendesk - Sometimes customers add custom fields and make them mandatory when closing a Zendesk ticket. Make sure to mark the fields as optional, otherwise Alhena AI won't be able to close the Zendesk ticket.
Recheck the trigger/business logic - Sometimes admins set custom triggers to open the ticket. Check your triggers, as there might be one in your Zendesk that is creating this issue.
What's the default auto close duration of conversations?
All Alhena conversations (on website) come with an auto close duration of 30 mins.
How can I train Alhena AI with my helpdesk tickets?
Alhena AI has support for training on Zendesk, Freshdesk or other helpdesk tickets. This is not available in self-serve. Reach out to team Alhena and they will enable it for your account.
I want my AI to do the human transfer in some conditions. What should I do?
You can edit human transfer guidelines and add your scenario. Try to add one scenario at a time and make it clear with some examples.
We have now published an update to our site, and have updated all placements of the old promotion. After retraining the AI, the response is still showing the old response. Can the Alhena team please support us in deep-diving where this info is being pulled from?
There could be multiple reasons for it:
You have not run the training. Make sure you are checking the right AI Profile.
Check the answer sources from the conversations screen.
Check whether you have added any old FAQ. Check in the training screen in FAQ.
We have a GDPR requirement to delete the data after a certain period. Do you support it?
We are GDPR compliant. We allow our admins to decide to redact the message after a certain period. Reach out to our support team to enable it in your AI profile.
Can I export conversations for reporting or analysis?
The conversation export is available only on the Enterprise plan.
Can I remove the 'AI agent by Alhena' label in paid plans?
No — the branding is not removable. It's part of our identity and differentiates Alhena-powered agents from generic bots.
How do I turn off sound?
Sound is played when the customer is away from the tab. Right now it can't be disabled. We have noted this as a feature request.
How can I check my current plan?
Check the billing section.
What is included with my Basic plan?
This plan is deprecated. Take a look at all our available plans at https://alhena.ai/pricing
Can we filter out what products are imported from Shopify?
Not currently. However, we have options to promote some products so they can rank higher in the recommendation.
I see numerous meaningless conversations or parts of conversations. How do I get these credited?
We don't charge for bogus questions. If you think you've been incorrectly charged, then reach out to us at support@alhena.ai. We will investigate and credit these back.
How can we integrate Alhena with our phone system for handoff during business hours?
This is not in self-serve. Reach out to support team at support@alhena.ai. We will connect it to voice so that customers can get the answers on phone.
How can I import FAQs from one bot into another? Can I export my FAQs?
This is not in self-serve. Reach out to support team at support@alhena.ai. We can help copy some of the FAQs.
You told me to contact Alhena support team, how do I contact Alhena support team?
You can contact us at support@alhena.ai
Alhena is successfully transferring chats to agents, but the Sales IQ platform displays the customer's location as California, even though the customers are actually based in Europe.
The reason is that our servers are in Northern California, so Sales IQ is taking our IP location as California. For the correct location, you can check the corresponding chat in the Alhena dashboard.
Data Export
Data export is not in the UI. It is set up from the backend by team Alhena.
Who are Alhena AI customers and where can I experience it?
Some of our customers and the corresponding websites are:
Tatcha - https://www.tatcha.com
Puffy - https://puffy.com
Manawa - https://www.manawa.com/en
Crocus - https://www.crocus.co.uk/ - Ask questions via email and you will receive a reply in email
LeanData - https://leandatahelp.zendesk.com/hc/en-us
Butchercrowd - https://www.butchercrowd.com.au/
Superkilometerfiler - https://superkilometerfilter.com/
Is it possible to bulk export conversations for a specific date range?
Yes, but not from the dashboard. Email support@alhena.ai and we will send you the data export if you are on our enterprise plan.
If I were to integrate WhatsApp, would there be an additional cost? Is there an API cost for WhatsApp?
There is no extra cost for the integrations. You can do it from self-serve.
Do you support Sinhala and Tamil?
Yes.
Can we remove the "AI Agent by Alhena" watermark in the paid version?
It is available in the enterprise plan with annual commitment of $100K+ USD.
How many AI agents can I have? How many AI agents can I set up? Can I have more than 1 AI agent?
Yes, you can set up more than 1 AI Agent. There is no extra cost for it.
What does BugSnag do and what does it collect in our SDK?
BugSnag collects detailed crash reports, including stack traces, browser/OS details, and the state of the app at the time of the error (e.g., breadcrumbs).
It does not collect all browser crash reports — only unhandled exceptions or errors that occur within the Alhena chat widget SDK. This includes:
Alhena JavaScript runtime errors
Alhena API call failures
Alhena React component errors
Frontend crash reports
Additional notes:
Data is automatically deleted after 30 days
No customer PII data, messages, chats, or emails are sent to BugSnag
BugSnag data compliance - https://www.bugsnag.com/product/security/
Can I disable BugSnag data reporting?
It cannot be disabled as it is important for us to find issues in the SDK and deploy fixes. Without it we won't be able to fix any bugs.
Does the playground incur credit usage or should we be using the dev instance for testing?
There is no credit usage for Playground.
What does it mean when a chat bubble is gray?
This is most likely a network issue on the customer's side.
Is there a way I can check which URL a specific chat came from?
You can check it in the dashboard. Click on any conversation and then click on the little chat icon on the right hand side of that conversation view.
It looks like the bot replies and closes the chat instantly in Freshchat. Is it actually closing too fast?
No. The customer does get time to reply (around 30 minutes).
It only looks instant in Freshchat because we send the conversation to Freshchat after it has already closed on our side. When that happens, Freshchat applies the same timestamp to the messages and the closure event — which makes it appear like the bot closed the chat immediately.
Important:
Customers are not impacted.
The bot waits properly before closing.
This is just how Freshchat displays the timestamps, not the real timing of the conversation.
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