Common Questions
What's the character limits of AI Nudges?
AI nudges has words limit of 15 characters. AI will create nudges which are concise and max 15 words in the 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, freshdesk after the reply. If it is not able to close then following could be the reasons
Human Transfer - Alhena AI did the human transfer. During the human transfer Alhena AI keeps the ticket open.
Mandatory fields values in Zendesk - A number of times customes adds the custom field and make it mandatory to fill it when closing the zendesk ticket. Make sure to mark the fields optional, otherwise Alhena AI won't be able to close the zendesk ticket
Recheck the trigger/ business logic - A number of times, admins sets some custom trigger to open the ticket. Check your trigger, it might be that there is some trigger in your zendesk that is creating this issue
What's the default auto close during of conversations?
All Alhena conversations (in website), comes with auto close duration of 30 mins.
How can I train Alhena AI with my heldesk tickets?
Alhena AI has support for training on zendesk, freshdesk or another 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
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 the Questions on 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/
We have now published an update to our site, and have update all placements of the old promotion. After retraining the AI, the response is still showing the 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 at 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 GDPR requirement to delete the data after certain period. Do you support it?
We are GDPR complaint. We allow our admins to decide to reduct 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 to turn off sound?
Sound is played when customer is away from the tabs. Right now it can't be disabled. We have noted down as a feature request
I would like to know what is 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 as - https://alhena.ai/pricing
How to setup voice for same bot?
This is not in self serve. Reach out to support team at support@alhena.ai. We will connect it to the voice so that customers can get the answers on phone.
Can we filter out what products are imported from Shopify? Right now not. However we have options to promote some products as a result it 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 sth we charged extra then reach out to us at support@alhena.ai. We will investigate and revert back these credits.
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 the 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 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.
Reason is that our servers are in north california, as a result Sales IQ is taking our IP location as California. For correct location you can check the corresponding chat in Alhena dashboard
Data Export
Data export is not in the UI. It is setup from the backend from team Alhena.
which brands that alhena has so far signed with work with respective e-commerce platforms
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 the Questions on 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 to support@alhena.ai and we will send you the data export if your are in our enterprise plan.
If i were to integrate whatsapp, would there be a additional cost.Is there an api cost for whatsapp?
There is no extra cost for the integrations. You can do it from the self serve.
Do you suppport sinhala and tmil?
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.
Can i remove the alhena ai name from the chatbot ui in the paid version?
It is available in the enterprise plan with annual commitment of $100K+ USD.
How many AI agents can i have or how many AI agents can I set up or Can I have more than 1 AI agent?
Yes you can setup more than 1 AI Agent. There is no extra cost for it.
what plan am I on?
You can check it from the billing section
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
Data Is automatically deletd after 30 days
No Customer PII data, message , chats, emails or anything sent to BugSnag
Frontend crash reports
BugSnag data compliance - https://www.bugsnag.com/product/security/
Can I disable bugsnag data reporting?
It can not be disabled as it is important for us to find the issue in sdk and deploy the fix. Without it we won't be able to fix any bugs. I
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