Question 1

What is Lynna?

Accepted Answer

Lynna is an AI assistant for your website. It answers visitors' questions using only the information you give it (your website, documents and notes) and shows where each answer came from. Anything it can't answer is passed to your team as a Question.

Question 2

How long does setup take?

Accepted Answer

Most businesses are live in about fifteen minutes. The setup wizard asks for your business details, lets you add your website and documents, then gives you one line of code to paste on your site.

Question 3

Do I need a website?

Accepted Answer

No. Every business gets a hosted page at lynna.app/ask/your-business with a shareable link and QR code. You can use it in emails, social profiles or window cards, with or without a website.

Question 4

Can my colleagues use it too?

Accepted Answer

Yes. Invite team members from the Team page. Everyone can add and refresh knowledge, and answer and assign Questions. Owners also manage the assistant, settings and billing, and can remove knowledge. You can also create branches or departments so questions reach the right people.

Question 5

Is there a free trial?

Accepted Answer

Every new business gets a 14-day free trial with no card needed, once per person. The trial includes 300 AI replies, 50 web pages and 10 files, which is plenty to try it on your website. After that you move to the Free plan (50 AI replies a month) and your assistant keeps answering, or choose a plan from the Billing page to unlock its full limits.

Question 6

Who is behind Lynna?

Accepted Answer

Lynna is built and run by Lynna Labs Ltd, a UK company registered in England and Wales. Our company details are at the bottom of every page, and you can reach us at hello@lynnalabs.com.

Question 7

What can I add as knowledge?

Accepted Answer

Your website (we read every page, using your sitemap where there is one), single web pages, uploaded files and written notes. Answers you send to visitors can also be saved as knowledge.

Question 8

Which file types are supported?

Accepted Answer

PDF, Word (.docx), plain text, Markdown and CSV, up to 20 MB each. Scanned PDFs without a text layer can't be read; export them with text (or run OCR) and upload again.

Question 9

Does it keep up with changes to my website?

Accepted Answer

Yes. Websites and web pages refresh daily (weekly for websites over 200 pages), and pages that haven't changed are skipped. You can also refresh a source at any time from its detail page with Refresh now.

Question 10

Will it read pages I've blocked?

Accepted Answer

No. Our crawler honours robots.txt and only reads pages on the website you add, within your plan's page limit.

Question 11

What happens if something isn't in my knowledge?

Accepted Answer

The assistant says it doesn't have that information and offers to pass the question to your team. It never makes up an answer or uses general internet knowledge.

Question 12

How do I add it to my website?

Accepted Answer

Copy the snippet from the Assistant page and paste it just before the closing tag on every page. It works with WordPress, Wix, Squarespace and any site that lets you add custom code. Then add your domain under Allowed websites.

Question 13

Does it cover my website?

Accepted Answer

No. It opens as a side panel docked to the edge of the screen with no dark overlay, so visitors can keep scrolling and clicking your site. On phones it opens full screen.

Question 14

Can I change how it looks?

Accepted Answer

Yes. Set the assistant's name, greeting, tone, brand colour, button label, position and suggested questions on the Assistant page.

Question 15

Does it know which page the visitor is on?

Accepted Answer

Yes. It favours information from the page the visitor is viewing, so a question on a product, service or listing page is answered about that page.

Question 16

Will it give legal or financial advice?

Accepted Answer

No. It shares what your own published information says, with sources, and passes anything that needs advice or a judgement to your team.

Question 17

What is a Question?

Accepted Answer

When the assistant can't answer, a visitor asks for a person, or an answer is marked unhelpful, it creates a Question in your inbox with the conversation and the page it was asked on.

Question 18

How does the visitor get my reply?

Accepted Answer

The visitor can leave their name and email (with consent) in a short form in the chat. When you answer, the reply is emailed to them from your business name, and their replies come back to your reply-to address.

Question 19

What does "Save to knowledge" do?

Accepted Answer

It turns your answer into knowledge, so the assistant can answer the same or similar questions next time. It's ticked by default.

Question 20

Can AI help me write the answer?

Accepted Answer

Yes. "Draft with AI" writes a reply from your existing knowledge and marks anything it's unsure of in [brackets] for you to check before sending.

Question 21

How will I know about new Questions?

Accepted Answer

Your team is emailed when a visitor leaves their details and is waiting for a reply. Every Monday you also get a summary of conversations, open Questions and the topics visitors asked about that you haven't covered yet.

Question 22

How much does it cost?

Accepted Answer

Starter is £39, Team is £99 and Scale is £249 a month, plus VAT. Annual billing gives you two months free. Plans differ by AI replies, branches or departments, seats, web pages and documents.

Question 23

What happens if we use all our AI replies?

Accepted Answer

On a paid plan, buy a reply pack from the Billing page (1,000 extra replies for £20 + VAT) and the assistant carries on straight away; pack replies never expire. Without one, the assistant stops generating answers until your plan renews or you upgrade, and owners get an email. Visitors can still leave their question for your team, so nobody is lost. Nothing is ever charged automatically.

Question 24

How do I change or cancel my plan?

Accepted Answer

Owners can open the billing portal from the Billing page to switch plans, update payment details, download VAT invoices or cancel. There's no minimum term or setup fee: monthly plans can be cancelled any time and run to the end of the month you've paid for.

Question 25

What happens to my data if I cancel?

Accepted Answer

You move to the Free plan when the paid period ends, so your assistant keeps answering within its smaller limits. Your data is kept until you delete your business account from Settings, which permanently removes your knowledge, conversations, Questions and uploaded files.

Question 26

Where is our data stored?

Accepted Answer

In London. Your account, knowledge and conversations are stored on Neon in London and uploaded files on AWS in London (eu-west-2), and the app runs in Vercel's London region. Emails are sent with Resend from its EU (Ireland) region.

Question 27

Where does the AI run, and is our data used for training?

Accepted Answer

Answers are generated by OpenAI models through Vercel AI Gateway, pinned to the EU with zero data retention. Your data and your visitors' messages are never used to train AI models.

Question 28

Who is responsible for visitor data?

Accepted Answer

You are the controller of your visitors' data and Lynna processes it on your behalf under our Data Processing Agreement, published at lynna.app/dpa, which you accept with our terms. We are the controller of your account and billing data, and are registered with the ICO.

Question 29

How long are conversations kept?

Accepted Answer

90 days by default; owners can choose anywhere from 30 days to a year in Settings. Resolved Questions are kept for a year. Everything older is deleted automatically.

Question 30

How do I handle a deletion request from a visitor?

Accepted Answer

Go to Settings → Data protection and enter the visitor's email address to erase their Questions and the conversations linked to them. You can also export all conversations as a CSV.

Question 31

Do visitors see that they're talking to an AI?

Accepted Answer

Yes. Every conversation starts with a short note that the visitor is talking to an AI assistant, which you can edit and link to your privacy notice. The widget stores only an anonymous visitor ID in the browser and uses no tracking cookies.

Common questions.

Setting up Lynna

What your assistant knows

The assistant on your website

When the assistant can't answer

Plans and billing

Data protection and security

Ready to get started?