Frequently asked questions
Short answers about Serlion, plans and payments, your data and the assistant itself. For step-by-step help with the dashboard, see the Help Center.
About Serlion
What is Serlion?
Serlion is an AI assistant for your website. It answers your visitors from your own content, captures leads, books meetings and hands a chat to your team when a person is needed. You add it to your site with one line of code.
Who can use Serlion?
Serlion is made for businesses: shops, agencies, service providers and other companies with a website. It is not offered to consumers for private use, so you confirm at sign-up that you use it for a business.
What are Lanus, Lanus Agent and Serlion Agent?
- Lanus is the chat assistant on your website. It answers visitors and hands over to your team.
- Lanus Agent is in your dashboard. Ask it what your chatbot could not answer, and it prepares fixes that change nothing until you approve them.
- Serlion Agent is an agent for your website that does tasks for your customers, such as tracking an order or moving a booking. Every change waits for the customer to confirm it.
One Serlion account covers all of them.
Do I need to know how to code?
No. You paste one line of code into your site, and the dashboard has short guides for plain HTML, WordPress, Shopify, Webflow and Ghost. Everything else is set up in the dashboard.
Which languages does the assistant speak?
It replies in the language your visitor writes in. The chat window’s own buttons and messages come in 9 languages: English, German, Spanish, French, Portuguese, Japanese, Chinese, Hindi and Arabic.
Can I try it before I sign up?
Yes. Chat with the demo on our home page, or open the Persona Playground to see how the replies change with a different model and voice. The Free plan needs no card, so you can also try it on your own site.
Plans and credits
Is there a free plan?
Yes. Free needs no card. It works with your own AI key and includes 50 credits a month and 3 keys. You can move to a paid plan from the dashboard whenever you like.
What is the difference between Managed AI and my own key?
With Managed AI, Serlion supplies the AI model and moves to another provider if one fails. With your own key, you pay the AI provider directly and choose which one answers; standby keys take over if your main key fails. The Free plan is own-key only.
What is a credit?
One chatbot conversation, meaning one visitor session however many messages it has, uses one credit. Your plan’s monthly credits are shared by the chatbot and Serlion Agent; an Agent conversation uses more credits the more it does.
What happens when I run out of credits?
Chats already under way continue. New chats get a short holding message until your next period starts. To get more, move to a bigger plan; on Scale with Serlion’s AI you can also add extra credits.
Can I change or cancel my plan at any time?
Yes, from Plan & billing in the dashboard, with no minimum term. A change to another paid plan applies straight away, and the difference for the rest of the period is settled on your card. Moving to a smaller plan only works once you are inside its limits.
Payments, tax and invoices
How does the free trial work?
Your first paid plan (except Custom) starts with a 15-day free trial. You enter a card to start it, but nothing is charged until the trial ends, and we email you before that day. Cancel before the trial ends and you pay nothing. There is one trial per account.
Which payment methods can I use?
Card, Apple Pay, Google Pay and Link, plus other local methods where they are offered in your country. The checkout shows what you can use. PayPal is not available at the moment.
Why does the checkout say “Sold through Link”?
Card payments run through Stripe’s Managed Payments service. Link, LLC is the seller of record for the payment: it charges you, handles VAT or sales tax and emails your receipts. Serlion provides the service itself under our Terms of Service.
Are prices shown with or without VAT?
Without. The prices on our site are in US dollars and before tax. VAT or sales tax is added at checkout where it applies and shown before you pay. A business can enter its VAT number there.
Why is the price shown in my currency, and what is the conversion fee?
The checkout may show the price in your local currency, converted at the payment service’s rate with a conversion fee that it shows there. You can switch back to US dollars at checkout. If you pay in your local currency, later payments are charged in that currency at the exchange rate at the time of billing.
Where do I get my invoices and receipts?
Link emails you a receipt for every payment. Every invoice is also listed in Plan & billing in the dashboard, where you can open or download it.
What happens if a payment fails?
We email you, and your plan keeps running for 7 days while the payment is tried again, so you have time to update your card. If no payment goes through in that time, the subscription ends and nothing more is charged. Your account moves to Free and keeps its settings and knowledge base.
Cancelling and refunds
How do I cancel?
In Plan & billing, choose Cancel plan. You keep your plan until the end of the period you have paid for, and no further payment is taken. You can undo the cancellation before that date. A trial cancelled before it ends costs nothing.
Do you refund payments?
Yes. Ask us within 14 days of a payment and we refund it in full, with no reason needed. After that, a paid period is not refunded, which is why the first 15 days are free.
What happens to my account when a paid plan ends?
It moves to Free and keeps its settings and knowledge base. Whatever goes beyond Free’s limits is no longer used, and conversations older than Free’s 15 days of history are deleted.
I was charged by mistake. What do I do?
Tell us at any time, and we look into it and refund a charge that should not have happened.
Data, privacy and security
Where is my data stored?
Your account data and conversation history are stored in Germany. To write an answer, the message goes to the AI provider that answers it, and some providers are outside the EU. The Privacy Policy lists every provider and the safeguard for each.
Do you use my conversations to train AI?
No. We never use your conversations or your knowledge base to train AI models, and we never sell data.
How long are conversations kept?
It depends on your plan: 15 days on Free, 90 days on Starter, 180 days on Pro, 365 days on Scale, and the period chosen for a Custom plan. You can delete conversations yourself at any time, and you can give visitors a button to delete their own chat.
Is there a Data Processing Agreement?
Yes. Our Data Processing Agreement under Art. 28 GDPR is concluded when you accept the Terms of Service and needs no separate signature.
How do you protect my account and keys?
AI keys and the credentials of connected services are encrypted with AES-256-GCM before they are saved. You can turn on two-factor sign-in, and you can lock your widget to your own verified websites.
Do visitors know they are talking to an AI?
Yes. The chat window marks the assistant’s replies as AI, and on messaging channels such as WhatsApp or Telegram the first AI reply in a new conversation says that it comes from an AI assistant.
The assistant’s answers
Can the assistant make mistakes?
Yes, like any AI it can. It answers from your knowledge base, says plainly when it has no answer and can offer a person. Read your conversations and the visitor ratings, and correct your knowledge base when something is wrong: changes apply from the next message.
Can a visitor talk to a real person?
Yes, if you choose “AI and my team” in the Inbox settings. The chat window then shows a button for asking for a person, the AI stops replying to that chat, and you get an email that someone is waiting.
Can I read the conversations?
Yes. Every conversation, captured lead and visitor rating is in the dashboard, kept for as long as your plan’s history lasts. You can export conversations and leads as CSV files.
Your account
Can I invite my team?
Yes. Pro includes 3 team seats, Scale 10, and Custom as many as you choose. Free and Starter are for one person.
How do I delete my account?
In the dashboard, go to Settings and choose Delete account. We email you a code to confirm it, and a paid subscription is stopped at the same time. The account’s data is deleted 30 days after it closes, so export what you want to keep first.
How can I reach you?
Most answers are in the Help Center and on this page. If you still need us, use the chat on our site or the contact details on the Help Center page.
Didn’t find your answer?
The Help Center has step-by-step guides for the dashboard and the ways to reach us.