FAQ

Short answers to the questions people ask most. Each answer links to the page with the full detail.

Plans, pricing and trial#

How much does Sela cost?#

Prices and limits are listed in one place: Plans and billing. Sela sells a platform plan (Sandbox, Inbox, Operations, Scale, and Enterprise on request) plus add-ons for seats, storage, automation runs and AI credits.

Is there a free trial?#

Yes. Every new workspace can start a 14-day trial from the setup wizard, with no card needed. It includes the Operations plan and a small total AI credit allowance for the whole trial. Afterwards the workspace drops to the free Sandbox plan unless you pay. Each creator and verified email gets one trial. See Plans and billing.

Is the AI included in the plans?#

No. The AI assistant is an add-on to a platform plan, metered in credits. It can be added to Inbox, Operations, Scale and Enterprise, but not to Sandbox. See Credits and usage.

How do I pay, and in what currency?#

Prices are listed in US dollars and charged in Iraqi dinar through Wayl. Only organization admins and owners can buy or change a plan. See Plans and billing.

What happens if I downgrade or cancel?#

Upgrades are charged now, prorated. Downgrades and cancellation are scheduled for your next renewal, and you keep your current plan until then. Cancelling moves you to Sandbox. See Plans and billing.

Can I run several branches?#

Yes. A business account groups branch workspaces that keep their own channels, conversations, contacts and settings, while one branch pays and the allowances are pooled. Turning it on is one-way. See Multiple branches.

Languages#

Which languages does the dashboard support?#

The dashboard and the mobile app work in Arabic, with right-to-left layout, and in English. See Mobile app.

Which languages does the AI reply in?#

It replies in the language the customer writes in. It has built-in handling for the Iraqi Arabic dialect, and for Arabic customers it answers in natural Iraqi phrasing unless you set a different preference in your rules. Add aliases for product and area names as customers actually type them. See How the AI works and Assistant identity and scope.

The AI assistant#

Where does the AI get its answers?#

Only from what your business has told it: the knowledge base, the catalog, your published branches and offers, delivery settings and working hours, plus tools that read the customer's own profile and order status. It does not invent prices, stock, hours, addresses or policies. See Knowledge base.

Can the AI answer without my setting it up?#

No. It will not answer until an assistant identity with a brand name is saved, and it never answers under Sela's name. See Assistant identity and scope.

Can the AI take payments, book appointments or issue refunds?#

No. There is no payment tool, no booking tool and no refund tool. It cannot edit contacts or settings either. It can prepare an order quote, and an order is created only after the customer confirms that exact quote. Your team then approves it. See Tools and actions and Orders and payment links.

What happens when the AI cannot help?#

It hands the conversation to your team with a reason, a summary, a priority and a category. The conversation becomes Escalated, your team is alerted and the AI stops replying. The customer is told the team was notified, not promised an instant reply. See AI control and takeover.

Does the AI stop working outside business hours?#

No. It knows your hours and says you are closed, but it still answers. There is an option in Business hours to keep the AI quiet outside hours. See Settings and white-label.

Can my team take over a conversation?#

Yes, at any time. Use Pause assistant on a conversation, and Hand back to assistant to return it. The AI also stays silent while a conversation is Escalated or has an assigned operator. See AI control and takeover.

Can customers talk to the AI by voice?#

Live spoken conversations with the AI are currently switched off. Customers can send voice notes on channels that support them, and the AI can transcribe and use them when credits are available. See Voice assistant.

Does the AI read images and files a customer sends?#

It can read images and transcribe voice notes, which use credits. Video and documents are not interpreted. See How the AI works.

What happens when credits run out?#

The AI stops replying on every channel, and your team can still reply manually. Knowledge indexing and other AI jobs fail until you top up. The AI resumes on the next customer message once credits or the wallet are available. See Credits and usage.

Data and privacy#

Can the AI see other customers' conversations or my billing details?#

No. Each turn it sees only the recent conversation with that customer, your identity and scope, working hours, and the results of the tools it calls. See How the AI works and Security and privacy.

Is my data separated from other businesses?#

Yes. Every request is tied to one workspace, and an id from another workspace is reported as not found. See Security and privacy.

Can I export or delete my data?#

Offboarding a workspace (owner or admin, Scale plan or above) makes it read-only and prepares a full export. Data is then kept for a 90-day retention period before it is scheduled for deletion. Other plans request deletion by email to the support address on the Data deletion page. See Security and privacy.

Channels#

Which channels does Sela support?#

Web chat widget, WhatsApp, Facebook Messenger, Instagram direct messages, Telegram, email and SMS, all in one inbox. Calls are covered separately. See Platform tour.

Why can't I reply to a customer on WhatsApp?#

On WhatsApp, Messenger and Instagram, Meta allows free replies for 24 hours after the customer's last message. On WhatsApp you can send an approved template after that. On Messenger and Instagram you wait for the customer to write. See WhatsApp and Messenger and Instagram.

Why doesn't my website widget show?#

The most common cause is the wrong attribute name. It must be data-organization-id, and data-org-id is ignored with no error. See Web chat widget and Troubleshooting.

Do email and SMS need a special plan?#

Both need the Inbox plan or higher, and you connect your own email and SMS providers. See Email and SMS.

Are calls available on every plan?#

No. The Calls page requires the Enterprise plan. See Calls.

Mobile app#

Is there a mobile app for customers?#

The app is for your team. It is available for iPhone and Android, uses the same account, roles and plan limits as the dashboard, and adds push notifications and an escalation queue. See Mobile app.

Team and API#

Who can do what in my workspace?#

There are seven fixed role presets: owner, admin, manager, agent, designer, finance and viewer. You cannot create custom roles. See Team, roles and permissions.

Which plan do I need for the API and webhooks?#

API keys and outbound webhooks are available on Scale and Enterprise, and the workspace must be enabled for them. The AI add-on is not required. The API is for your servers, not for browsers. See REST API and Webhooks.

Can I sign in my logged-in website users automatically?#

Yes, with HMAC identity verification. It requires the AI Assist add-on and a developer. See Identity verification (HMAC).

Can I remove Sela's branding?#

White label is available on Enterprise, and turning off Show Powered By in the widget needs the AI Assist add-on or higher. See Settings and white-label and Plans and billing.

Still stuck?#

Try Troubleshooting, look up a term in the Glossary, or contact support from Settings, then Data & plan, then Support.