FAQ
Short answers to the questions we hear most often — install, billing, privacy, workspaces, and edge cases.
Getting started
Do I need to install anything beyond the script tag?
No. For web products, one <script> tag is the whole install. Seena does not require a backend SDK, a server-side integration, or any changes to your data layer. See Install Seena.
Native mobile apps will have an SDK install that should be a one liner as well.
How do I get my data-site-id?
Create a site in your Seena settings page. The site_id is shown on the site's settings page along with the install snippet.
Does the widget slow down my site?
No. The script is loaded async (or with Next.js strategy="afterInteractive"), so it doesn't compete with your critical render path. Total widget size is kept small, and it uses modern lazy-loading for the interview UI itself.
Can I install Seena on a staging environment without polluting production?
Yes. Create a separate site for each environment and use the matching site_id. Staging data stays separate from production.
Usage and billing
How much usage does a typical interview consume?
Most interviews land in the 3–5 minute range and represent the bulk of any workspace's usage. The dashboard tracks usage as a percentage of your monthly allocation — you don't have to do per-action math. See Usage and billing for the full plan story.
Who pays when a teammate runs an interview?
The person who created the site where the interview happened is charged — not the teammate who looked at the resulting insight. Librarian chats and briefings are charged to the individual user who consumed them.
What happens when I run out?
Automated operations (insights, briefings) pause and you're notified. Interviews in progress complete. Your teammates aren't affected — they have their own balances. Top up your reserve or wait for your monthly refresh.
Does unused monthly usage roll over?
No. Monthly usage refreshes each billing cycle. Only reserve top-ups roll over — those never expire.
Workspaces
Can I invite teammates on the free plan?
No. Sharing a workspace requires a Pro or higher subscription on that workspace. Upgrade first, then send the invite.
Can one person belong to multiple workspaces?
Yes. A Seena user can be a member of any number of workspaces with different roles in each. Use the workspace switcher in the top-left of the dashboard to move between them.
Do teammates share usage?
No. Usage is per-user, even within a workspace. Each member has their own balance; balances are never pooled.
Who can change workspace-wide governance settings?
Only Owners. Members see governance settings as read-only ("Managed by workspace owner"). Viewers don't see them at all.
Privacy
Does Seena work across sites?
No. Each site's session tokens are scoped to that site. A visitor who shows up on two of your sites is two independent sessions.
Where is data stored?
Structured customer and visitor data is stored in encrypted-at-rest database. We do not store raw visitor audio recordings; voice interactions are retained as transcripts.
Troubleshooting
The dot isn't showing up on my site.
Most common causes, in order:
- You're viewing on the same session that installed Seena — Seena excludes its own installers. Try an incognito window.
- Wrong
data-site-id. Double-check the snippet in your dashboard. - A privacy extension or ad blocker is blocking the script.
Interviews aren't firing.
Check in order:
- Is the general feedback agent or a custom agent actually enabled?
- If custom, does the trigger condition actually match the session? Use the dashboard's trigger preview.
- Has the visitor hit the per-session cap, cooldown, or recurrence window? See Agent governance.
- Is the workspace out of usage?
The Product Map is empty.
If you just installed Seena, give it a day or two of traffic. If you've had traffic for a while and it's still empty, go to Settings → Product Map and click Build from existing sessions to force a rebuild.
My insights feel shallow.
Usually the fix is in your interview questions, not Seena's analysis. See Writing good questions — especially "Open questions beat closed ones."
Anything else?
If your question isn't here, or the answer you found didn't help, reach out — we'd rather update this page than let the same question come through support twice.