Frequently asked questions

Something not covered? Write to hello@zalena.ai.

Getting started

How long does it take to set up?
Under 10 minutes, in three steps. Paste your website URL, Zalena reads your services, hours, and FAQs automatically. No coding required.
What happens if the AI can't answer?
It offers to take a message or connect the customer with your team. You get notified instantly so nothing slips through.
Does it support multiple languages?
Yes. Zalena supports 100+ languages across both chat and voice. Your AI assistant converses with customers in their preferred language automatically.
Where can I embed the chat widget?
Any website — WordPress, Shopify, Squarespace, Wix, Webflow, or custom-built. One script tag to copy and paste.
Do I get a real phone number?
Yes. Answer, Book and Team include a dedicated local number. Customers call it and the AI handles the conversation — booking appointments, answering questions, or taking messages.
What counts as a message?
One visitor message plus the AI's response counts as one message toward your monthly limit.
Which AI model powers Zalena?
Leading models from OpenAI and Anthropic, for both chat and voice, chosen for accurate, helpful, and safe responses.
Is there a free plan?
Yes. Website chat with 100 messages a month, no credit card required. The AI phone line starts with Answer, and you can try Book free for 14 days.

Channels, data and compliance

Which channels does Zalena answer?
Phone calls (Answer, Book and Team); Website chat (every plan); Text messages (SMS) (Answer, Book and Team); Instagram (Book and Team); Facebook Messenger (Book and Team); WhatsApp (Book and Team); Email (Book and Team). One assistant answers all of them, with the same knowledge of your business.
Can I keep my existing business number?
Yes. Keep your number and forward calls to your Zalena number with your phone provider: every call, or only the ones you miss or can't answer. Your customers keep calling the number they know.
Does Zalena speak French?
Yes. Zalena answers in French and English, and in 100+ other languages, on chat and on calls. It replies in the language the customer uses.
How is my data protected?
It is encrypted in transit and at rest, and we don't use your data or your customers' conversations to train AI models. Details are on our Security page; for data residency details, write to privacy@zalena.ai.
Is Zalena PIPEDA compliant?
Yes. Zalena is a brand of Datalya Inc., an Ontario company, and we handle personal information under Canada's PIPEDA. Our privacy policy names a Privacy Officer and explains how to see or correct your information.
Can I cancel at any time?
Yes, from your dashboard. You keep your paid features until the end of the period you have paid for; there are no partial refunds for the rest of it.

Plans and billing

How does the free trial work?
You get Book for 14 days, with 50 voice minutes and a local phone number. A card is needed to start, and nothing is charged until the trial ends. Then it becomes Book at CA$149 a month, unless you pick another plan or cancel first. One trial per business.
What happens when I use all my voice minutes?
Your assistant keeps answering. Extra minutes are billed at the end of the month, up to a cap: the price difference to the next plan (on Team, its own price again). Past the cap, calls ring your own phone until your minutes start again, or until you move up a plan. We email you at 80% and 100%.
And when I use all my chat messages?
Your assistant keeps answering your website visitors. On Chat you can add 1,000 messages for CA$10; they don't expire. Or move up a plan.
Can I change plans?
Yes, at any time from your dashboard. Moving up takes effect straight away and you pay the difference for the rest of the month. Moving down takes effect at the end of what you have paid for.
Do prices include tax?
No. Prices are in Canadian dollars, and GST/HST is added at checkout where it applies.
Can I pay by invoice?
Yes, on Book and Team, or on any plan billed annually. We email an invoice, due in 15 days. Contact us to set it up.

More on channels, security and data and pricing.