Siena Billing FAQs

1. How is a conversation defined?

A conversation is defined as a group of messages exchanged between a customer and Siena that fall within the same UTC calendar date. This definition is standardized across all messages to ensure consistency and compatibility. All messages within the same conversation and UTC day are counted as one conversation.

Conversations initiated through different providers or channels (e.g., live chat vs. email) are counted as separate conversations, even if they originate from the same customer and are on the same topic. Example: A customer chats on live chat and then sends a follow-up via email—these are considered two separate conversations.

2. How can you check conversation usage and remaining credits?

Yoy can view this in Siena → Settings → Billing → Usage, in three places:

1. Credit Block Detail - Under the credit balance/View credit block detail.

   It shows total yearly credits and what’s left.

   If it shows 0, their yearly credit allocation is exhausted.

   

2. Current billing period - It displays the daily usage breakdown for your current billing period.

   

3. Invoice History - This too covers the usage for that invoice’s billing period.

   

3. How can you update their billing address?

Go to Stripe’s secure customer portal link. Use the same billing email as listed under Siena → Settings → Billing → Billing Information. They will receive a secure access link over email and can update it. If you need additional assistance, please let our support team know.

4. How can you update your payment method?

Same steps as question 3.

5. If you are getting close to your limit and want to speak to someone, who should you go to?

Contact the support team and they will direct you appropriately. 

6. Will you be notified when they approach their limit?

All Siena administrators will get email alerts at the following thresholds: 70%, 80% and 100%.

7. Where will you receive invoices?

Invoices are sent to the primary billing email address listed under Siena → Settings → Billing → Billing Information.

8. What are the different ways to pay for your invoices?

1. Click the View and pay invoice button in the invoice email.
   
2. By accessing the Siena platform Siena → Settings → Billing → Usage → Overview
   
3. By accessing the Siena platform Siena → Settings → Billing → Usage → Overview and selecting the outstanding invoice.
   
   

9. How do you receive receipts?

Receipts are sent to your billing email as listed under Siena → Settings → Billing → Billing Information or by requesting it at invoice@siena.cx