Frequently asked questions

Short answers to the questions we hear most. Where there is a longer guide, we link to it.

General#

What is SiteTrellis?#

SiteTrellis is a platform for adding an AI chat agent to your website with a single script tag. You configure the agent in a dashboard, connect your own AI provider key, and decide when people on your team should step in. See the quickstart.

What do I need to start?#

A SiteTrellis account (the Free plan costs nothing), an API key from one of the supported AI providers with some credit or free allowance, and the ability to add a script tag to your website. No programming is needed if your platform has a custom-code setting.

Which AI providers and models can I use?#

Anthropic, OpenAI, Google Gemini, OpenRouter and DeepSeek. The dashboard shows a list of models for each, with an indication of tool support. New models are added to the list as providers release them; OpenRouter gives access to many more. See AI keys overview.

Who pays for the AI?#

You do, directly to your AI provider, using your own key. SiteTrellis does not add a markup to AI usage. Our plans charge for the platform: conversations, agents, seats and features. Set a spend limit at your provider.

How much does it cost?#

See the pricing page for current plans. The Free plan includes one site, one agent and a monthly conversation allowance. Details of what each plan limits are in Billing and plans.

Using the agent#

How do I teach the agent about my business?#

Paste text into the agent's prompt, company description, knowledge entries and FAQ pairs. There is no website crawler or document upload, so you decide what the agent knows. Keep the text concise and current. See Build your agent.

Can the agent make things up?#

Any AI model can occasionally state something wrong. You reduce the risk by providing the facts in knowledge, turning on strict knowledge mode, telling the agent to say "I don't know" and hand off, and testing with real questions. For anything high-stakes, route to a person. See the prompt writing guide.

Does it speak other languages?#

Yes. With the persona language set to automatic, the agent answers in the language the visitor writes in, as far as the chosen model supports it. The widget's own labels (placeholder, buttons) are in the language you set in the widget copy settings.

Can a human take over a chat?#

Yes, on plans that include human takeover. A teammate opens the conversation in the dashboard, clicks take over, and replies directly; they can hand back to the AI afterwards. You can also choose email-only handoff or collect details outside business hours. See Escalation and live takeover.

Does it stream replies word by word?#

No. The widget checks for new messages every few seconds and shows each reply when it is complete. This keeps the system reliable on ordinary web hosting without special servers. The typing indicator shows while the AI works.

Can it call my own systems, such as order status or bookings?#

Yes, with custom HTTP tools that call your API. See Custom HTTP tools. Native connectors to specific CRMs and helpdesks are not available; use webhooks or an automation service.

How many agents and sites can I have?#

It depends on the plan; see the table in Billing and plans. One site can have several agents; the site's default agent answers visitors.

Data and privacy#

Where is my API key stored?#

Encrypted in our database. It is never shown again in full, never logged and never sent to the browser. See Security and privacy.

Who sees my visitors' conversations?#

Your team members, according to their roles and workspace access, and the AI provider you choose receives the text needed to write replies. SiteTrellis staff only access your account for support, with an audited process.

How long is data kept, and how do I delete it?#

Conversation history is kept for the period your plan allows (30 days on Free, 12 months on Starter, 24 months on Pro, 36 months on Agency) and then removed automatically; leads you captured are kept. You can delete conversations and leads sooner in the dashboard, and the account owner can delete the whole account. See retention and deletion.

Is it GDPR compliant?#

The product is designed to let you meet GDPR duties: you control what is collected and kept, you can delete data, and a data processing agreement is available. Compliance also depends on how you use it (notices, lawful basis, your provider's terms). This is not legal advice; see GDPR pointers.

Technical#

Will it slow down my website?#

The widget is a single script loaded with async, built without external libraries, and it draws itself in a Shadow DOM, so it does not block your page. It makes a small configuration request when the page loads. If you use a performance plugin, exclude the script from combining and delaying.

Will my site's CSS affect the widget?#

No. The widget lives in a Shadow DOM, which isolates it in both directions. Appearance is controlled through widget settings, and custom CSS on plans that include it. See Custom CSS and Shadow DOM.

Does it work with React, Vue and other single-page apps?#

Yes. Load the script once in the root HTML. See single-page apps.

Can I use it on several domains?#

Yes. Add every domain to the site's allowed origins, or create separate sites with separate agents. Each origin must be listed.

Is there a mobile app SDK?#

No. The widget works in mobile browsers, including full-screen on small screens, and there are no native iOS or Android SDKs for embedding it in your own app. SiteTrellis does have a mobile app for working your inbox and a desktop app.

Is there an API for managing things programmatically?#

Partly. The dashboard is where you configure agents, sites and billing. Scripts and AI assistants such as Claude and ChatGPT can work with your inbox through API keys and an MCP connector, with the permissions you choose: see Connect Claude, ChatGPT and API keys. The public API used by the widget is described in Public API overview, and you can receive events with webhooks.

What SiteTrellis does not do#

To be clear about the limits: website crawling and document upload for knowledge, token streaming, voice, file uploads from visitors, native CRM and helpdesk connectors, automatic routing between operators, per-language widget label sets, two-factor authentication, holiday calendars for business hours, configuring agents through an API, and self-service export of full conversation history are not part of SiteTrellis.

Getting help#

Try the troubleshooting guide first. If that does not solve it, contact us.