Question 1

How long does it take to set Hey Susan up?

Accepted Answer

Most businesses are live in under five minutes. You create your account, import your website content or paste in your FAQs, customise Susan's tone and responses, and copy one line of code onto your website. No developer needed, no long setup process.

Question 2

Do I need a developer or technical knowledge?

Accepted Answer

No. Hey Susan is built for business owners and managers, not technical teams. If you can copy and paste a line of code into your website's footer, you can set Susan up yourself. If you use a platform like Squarespace, Wix, or Shopify, we have simple guides for each.

Question 3

What information does Susan need to get started?

Accepted Answer

Susan learns from your existing content, your website, your FAQs, your service list, your pricing. You can import your website URL and she'll pull in the key information automatically, or you can paste in your own FAQs manually. The more you give her, the better her answers.

Question 4

Which plan should I start on?

Accepted Answer

Start on Free. It costs nothing, there's no card required, and you'll quickly see the enquiries Susan is handling and how she responds. Most businesses upgrade to Pro within the first month once they see the volume of enquiries Susan's capturing.

Question 5

Can I try Hey Susan before committing to a paid plan?

Accepted Answer

Yes, the Free plan is free forever with no credit card required. You can use it indefinitely. When you upgrade to Pro, you also get a 7-day free trial before you're charged anything.

Question 6

How does Susan know what to say?

Accepted Answer

Susan is trained on your specific business, your services, pricing, FAQs, and tone. She doesn't use generic AI responses. When a customer asks about your prices or availability, she answers based on what you've told her, not a made-up guess.

Question 7

What happens if Susan doesn't know the answer to something?

Accepted Answer

Susan won't make things up. If a question falls outside what she's been trained on, she'll let the customer know and offer to take their contact details so your team can follow up. You can also configure specific fallback responses for different situations.

Question 8

Can Susan book appointments?

Accepted Answer

Yes, on Pro and Enterprise plans. Susan can handle booking requests, capture appointment details, and log them to your CRM. You can configure how she handles availability and what information she collects during the booking process.

Question 9

Is Susan always available, or does she have set hours?

Accepted Answer

Susan is available 24 hours a day, 7 days a week, including evenings, weekends, and bank holidays. You can configure quiet hours if you prefer, but by default she's always on.

Question 10

Can I see and edit the conversations Susan has had?

Accepted Answer

Yes. Every conversation is logged in your Hey Susan dashboard. You can review what Susan said, edit responses, and use the conversation history to inform how you follow up with leads.

Question 11

Is there a free plan?

Accepted Answer

Yes. The Free plan is free forever, no credit card required. It includes the website chat widget, up to 50 conversations per month, basic CRM and lead capture, and email lead notifications. It's a fully functional version of Susan, not a trial.

Question 12

What's included in the Pro plan?

Accepted Answer

Pro is £149/month and includes everything in Free plus unlimited conversations, Instagram DMs, WhatsApp and Facebook Messenger, appointment booking, the full CRM with pipeline view, conversation flow builder, analytics, and Hey Susan branding removed. You get a 7-day free trial when you first subscribe.

Question 13

What's included in Enterprise?

Accepted Answer

Enterprise is custom-priced. One-time setup fee plus a tailored monthly rate. It includes everything in Pro plus up to 10 client accounts or locations, white-label with your own branding, team access and permissions, API access for custom integrations, and priority onboarding support. Contact us at support@heysusan.online to discuss your setup.

Question 14

Are there any setup fees or hidden costs?

Accepted Answer

No. What you see is what you pay. There are no setup fees, no onboarding charges, and no surprise charges. You pay your monthly subscription and that's it.

Question 15

Can I cancel at any time?

Accepted Answer

Yes. No minimum term, no penalty, no questions asked. You can cancel from your dashboard at any time and you won't be billed again. Your account stays active until the end of your current billing period.

Question 16

Is the data from customer conversations stored securely?

Accepted Answer

Yes. All conversation data is encrypted in transit and at rest. We use industry-standard security practices and do not share your customer data with third parties. Your data is yours.

Question 17

Is Hey Susan GDPR compliant?

Accepted Answer

Yes. Hey Susan is built with GDPR compliance in mind. You control what data Susan collects, customers can request their data be deleted, and we provide a Data Processing Agreement (DPA) for businesses that need one. If you have specific compliance requirements, contact us at support@heysusan.online.

Question 18

Do you use customer conversations to train AI models?

Accepted Answer

No. Your customer conversations are not used to train any AI models, ours or anyone else's. Conversation data is used only to power Susan's responses within your account.

Question 19

Which website platforms does Hey Susan work with?

Accepted Answer

Hey Susan works with any website that lets you add a script tag to the page, which is almost all of them. This includes WordPress, Wix, Squarespace, Shopify, Webflow, Framer, and any custom-built site. If you can add code to your website's footer or header, Susan works there.

Question 20

Can Susan connect to other tools I already use, like my CRM or calendar?

Accepted Answer

On Enterprise plans, you have API access which allows custom integrations with your existing tools. We're also building native integrations with popular tools, check our roadmap or contact us at support@heysusan.online to discuss your specific setup.

Frequently asked questions

Getting Started

How It Works

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