Frequently Asked Questions

Only user messages deduct credits. System lines (e.g., welcome or closing prompts) and AI replies do not. Usage is tracked in your usage totals inside Farnsla.

After 60s of inactivity, the chatbot asks if you have more questions; if there's still no reply, it closes after another 30s and saves the conversation automatically.

• Auto‑save after inactivity (60s + 30s grace)
• Immediate save when the chat is explicitly closed
• Save during email capture flows (e.g., out of credits or temporary errors)

Saved conversations appear in your Chat History area.

The chatbot will ask for an email address so your team can follow up. If no email is provided within about 30s, the conversation closes and is saved with a closing note.

Click Restart Chat in the widget to start fresh. This generates a new session and fetches a new welcome message.

Yes—within the active session. The widget passes a session id to the model service so it can respond with session context. When a conversation ends, that session is cleared.

Conversations are saved to your account and visible in Chat History. If you've enabled notifications or related integrations, summaries can also be sent to your team channels.

Begin with the setup flow shown in your Farnsla account or embedded app. In general, the steps are:

1. Connect your site or store and confirm the correct domain if prompted
2. Add product or catalog data through CSV upload or your platform's sync/install flow
3. Write chatbot instructions so the assistant matches your tone, policies, and product rules
4. Publish the install by adding the script or enabling the app/embed flow for your platform

Once done, your widget can answer questions using your products and instructions.

CSV is supported for catalog uploads. Depending on your platform, you may also have a built-in sync or install flow instead of a manual file upload. If you downloaded a ZIP export, unzip it first to get the CSV.

Be specific about tone, product policies, and how to handle common questions. Include clear Q&A examples. You can update instructions any time from your setup area.

If you're using the standalone SaaS install, copy the script tag from setup and paste it right before your site's closing </body> tag. If you're using Shopify, WooCommerce, or Wix, follow the platform-specific install or embed flow shown in Farnsla.

Overview shows message usage, remaining credits, usage trends, and projected usage so you can plan before hitting limits. Exact widgets can vary a little by platform.

Check your Billing or plan page for current limits and available upgrade or top-up options. You can also adjust chatbot instructions to reduce unnecessary back-and-forth.

Open Chat History from your dashboard or embedded app. Click a conversation to view its messages. We also flag threads where an email address was requested/detected.

Use the Notifications area in your dashboard or embedded app to review system messages. You can search, mark items as read, or delete them where that feature is available.

Use the profile or account area available for your platform. If you don't see account settings in your current install, contact support and we can point you to the right place.

Team access is not available on every platform and plan. If your account includes member management, admins can add teammates from the members area. If you don't see that option, contact support to confirm availability.

Open your Billing or plan page to review your current plan, cycle, remaining credits, and available options to add credits or manage the subscription. Some billing actions depend on platform rules.

• If you're using the standalone install, ensure the script is pasted before </body>
• If you're using Shopify, WooCommerce, or Wix, confirm the app/embed is enabled in the correct site or store
• Confirm you're using the correct site and environment
• Check browser console for blocked scripts or CSP errors
• Verify your account is active and the API key is valid

Use the support or help page shown in your Farnsla dashboard or embedded app, or reach us via the contact page.