Here are some of the most common questions we get here at Navu.
AI Training
Question: How is Navu’s AI trained?
Answer: Navu’s AI is trained on your website content primarily by reading your sitemaps and crawling your website.
Question: Is there a way to train the AI on additional documents not on my website?
Answer: Yes. The sidebar AI can be trained on any documents (PDFs, web pages, text files, docx files, video transcripts and markdown files) that are accessible via a public or private (gated) URL. You can also add content directly into the Navu portal.
Question: Do additional files count toward the content count the same way crawled pages do?
Answer: Yes. They are treated the same way. You can think of the content count as the number of URLs used to train the AI.
Question: What AI or LLM models do you use?
Answer: We use OpenAI, Google Gemini and Anthropic’s Claude models to both process answers and analyze data.
Question: Is the AI trained on sources beyond my website?
Answer: No. The AI is trained only on the content you choose. When first created, the AI trains on your website content, but you can then remove and add content from the training set as needed.
Question: How can I see where the source material the AI used when answering a question.
Answer: Yes. The Navu Portal shows exactly what content was use to ground each response.
Analytics
Question: What analytics does Navu provide?
Answer: Navu provides multiple sets of analytics.
Visitor Tracking: The visitor tracking page in the Navu portal lists detalied journey information about every visitor to your website reagardless of whether they engage with your AI. The information includes:
- Acquisition informaton such as the referrer and channel (email, organic search, paid advertising, direct, etc.)
- A timeline of every page the visitor has visited
- How long they were active on each page they visited
- How far they scrolled on each page
- What links they clicked on each page
- Conversion/identity information
- A full transcript of their conversation with the AI and via live chat
Questions and Answers: Every question and answer the AI provided including search results along with filterable information about the topic of the question, whether the AI could answer it, visitor reactions and which Navu skill was used to answer the question.
Content: An interactive dashboard that provides real-time information on the underlying documents in the AI’s training set.
Site: Site level analytics over a configurable time period focused visitor counts by channel, audience and Sidebar usage.
Question: Can these analytics be downloaded?
Answer: Yes. The Answers, Content and Site anaylytics can all be downloaded as a CSV spreadsheet. Visitor tracking data is not available for download due simply to the size of the data set. If you would like a CSV file of your tracking analytics, please contact [email protected] and we’ll get you what you need.
Question: Are these analytics available via an API?
Answer: Yes. An API is available to access all analytics. See https://navu.co/navus-analytics-api/.
Integrations
CRM Integrations
Question: What CRMs does Navu integrate with?
Answer: Navu integrates with HubSpot, Salesforce and Microsoft Dynamics. These integrations include direct communication with the CRM itself that allow Navu to augment CRM data with visitor journey and AI chat conversation information. They also include the ability to leverage information in the visitor’s browser placed there by the CRM, for example reading a HubSpot cookie placed in the visitor’s browser by the HubSpot tracking embed code that provides the visitor’s identity information.
Question: What are the benefits of integrating with a CRM?
Answer: The Navu CRM integrations enable the following:
- If the Navu Sidebar contact tab is enabled, then the form in the Sidebar contact tab will push information directly into the CRM’s contact record.
- If the CRM provides information about the current visitor, Navu will leverage this to show enhanced visitor information (typically their identity) in the Navu tracking tab. This information can also be used to build audiences allowing the Sidebar behavior to be personalized based on the CRM visitor information.
- Navu to add links to the Navu questions and visitor tracking information directly into the contact records in HubSpot and Salesforce.
Question: Where can I learn more about CRM integrations?
Answer: The CRM integrations are detailed here:
- HubSpot: https://navu.co/navu-integration-for-hubspot/
- Salesforce: https://navu.co/navu-integration-for-salesforce/
Question: When a visitor shares contact information in chat, what data passes into HubSpot, and how is the contact record created or matched?
Answer: There are two ways in which Navu may contribute contact information to HubSpot.
First, if enabled, Navu presents a Contact tab in the sidebar designed for anyone for whom that it is their obvious goal. On this tab, there is a contact form containing name, email address, and message plus whatever other mandatory or optional fields the customer chooses to add. There is also a configurable consent checkbox. Then, depending on the customer’s configuration, the visitor can request that the message is delivered or can initiate a live chat. In either case, the contact form information is pushed into HubSpot as a new contact record. This is done with a default form that Navu creates, but the customer is free to reconfigure that form to tie it into any automated workflow they want.
Second, Navu’s AI chat has “skills” that allow it to do much more than just answer questions. Each skill explains to the AI how to handle various questions or conversations. This includes a variety of built-in skills that know how to handle common cases, such as someone expressing the interest in leaving a message or booking a meeting, etc. These skills are equipped with tools that allow the AI to have an impact in the “real world”. One of those tools is called “identify-visitor” so that the AI can collect identification information with the visitor through conversation and call the identify-visitor tool to have that contact information, at the appropriate point, pushed into HubSpot as a new contact — very similarly to how it is done on the Contact tab. These skills are configurable so that the nature of the information collected and how it is handled can be whatever is needed.
In both cases, the contact record in HubSpot is created using the standard HubSpot APIs, so fit into all of the normal processes.
In addition to pushing contacts into HubSpot, Navu’s integration also establishes a connection in the other direction. When viewing any contact in HubSpot (regardless of how that contact was acquired), Navu adds a sidebar panel inside HubSpot that fetches relevant contact information from Navu based on that contact’s email address. If we find a visitor journey matching that email address, the corresponding Navu information is presented inside HubSpot — including the full tracking data as well as the conversations, if any, with that visitor.
Question: Can the lead source be attributed to Navu chat for routing and reporting?
Answer: Yes. Because Navu contacts are submitted using a separate HubSpot form, the workflow for handling those contacts can be used however you want, including attribution. Another way to accomplish this is to use Navu’s customer APIs and/or webhooks to grab information about these contacts as they are captured (or later) and handle attribution in that way.
Question: Additional cost for the integration on any tier?
Answer: No. This integration is included in our standard Business plan. There is no additional cost for HubSpot integration, and there is no limit on the number of contacts created, etc.
Notifications and Live Chat Integrations
Question: What notification integration options does Navu support?
Answer: Navu integrates with Microsoft Teams and Slack for notifications.
Question: What live chat integration options does Navu support?
Answer: Navu integrates with Microsoft Teams, Slack, Five9, LiveChat, Google Chat and HubSpot for live chat.
Question: Tell me about Navu’s integration with Slack?
Answer: Navu’s integration with Slack enables the following:
- Navu to establish a live chat conversation between a website visitor and a designated Slack channel.
- Navu to post detailed alerts about website visitor activity into any Slack channel, including conversions (form fills),
- Navu to notify any slack channel about a conversion (form fill) in the Navu sidebar.
- Navu to send a feed of all questions asked in the AI Chat to a designated Slack channel.
Learn more here.
Question: Tell me about Navu’s integration with Five9?
Answer: Navu’s integration with Five9 enables a conversation with a live agent via Five9 direclty from the Navu sidebar. Learn more here.
Question: Tell me about Navu’s integration with Microsoft Teams?
Answer: Navu’s integration with Microsoft Teams enables the following:
- Navu to establish a live chat conversation between a website visitor and a designated Microsoft Teams channel.
Learn more here.
CMS and Landing Page Integrations
Question: What CMSs’ does Navu integrate with?
Answer: Navu integrates with all CMSs and can be installed on any website. Details for installing Navu on any CMS are detailed here, https://navu.co/installing-navu/. Installation consists of adding a few lines of script to the website’s pages.
Question: Tell me about Navu’s integration with WordPress?
Answer: Navu integrates with WordPress using the Navu WordPress Plugin. This is detailed here https://navu.co/installing-navu-on-a-wordpress-website/.
Question: Tell me about Navu’s integration with HubSpot as a CMS?
Answer: Navu integrates with the HubSpot CMS via the Navu – HubSpot integration. This allows Navu to pull webpage information from the HubSpot CMS. When enabling the Navu – HubSpot integration, the user can either enable the HubSpot CMS integration, the HubSpot CRM integration or both. Learn more here.
Question: Tell me about Navu’s integration with Landing Page builders such as Instapage, Unbounce, Leadpages, Knak, etc.?
Answer: Navu integrates with all Landing Page builders and can be installed on any Landing Page. Installation consists of adding a few lines of script to the <head> of the Landing Page HTML.
Question: Tell me about Navu’s integration with Marketo Landing Pages?
Answer: The Navu Sidebar can also be installed on any Marketo hosted Landing Page. Details for how to do so can be found here.
Deanonymizer Integrations
Question: What deanonymizers does Navu integrate with?
Answer: Navu currently only leverages HubSpot deanonymization cookies. Navu does not currently integrate with Zoominfo or equivalent deanonymizers. If you are looking for support for account based deanonymization get in touch at [email protected].
Support System Integrations
Question: What support systems does Navu integrate with?
Answer: Navu can train on any publicly accessible support content even if hosted at a different domain or by a different provider such as Zendesk’s Help Center or Intercom’s equivalent. For Zendesk, Navu supports a direct integration that programmatically trains on Zendesk’s Help Center content. In other cases, it may be necessary to ask the provider to whitelist Navu’s IP address to ensure Navu has access to the content. The Navu IP addresses that need to be whitelisted are detailed here.
Question: Does Navu work with Zendesk?
Answer: Yes, Navu has a direct integration with Zendesk. Simply authorize read only access to your Zendesk Help Center content via the Navu Zendesk integration and the Navu Sidebar will be able to answer questions based on your Help Center content as well as provide references to the related articles. The integration ensures Navu is always up to date with any changes made to the Help Center content and requires no manual maintenance. Read more about the Navu integration for Zendesk here, including how to configure it.
Sidebar Style and Behavior
Question: Can I change the styling of the Navu sidebar?
Answer: Yes. You can style almost everything about the sidebar using standard CSS. See:
https://hivepoint.github.io/navu-docs/sidebar-styling
https://hivepoint.github.io/navu-docs/sidebar-embedding
Question: Can I configure if and when the sidebar is opened automatically?
Answer: Yes. You can depend on the built-in automatic settings, or configure your own triggers.
Question: Can I choose my own icon?
Answer: Yes.
Question: Can I choose my own colors and fonts and things?
Answer: Absolutely.
Question: How does Navu affect site speed? And therefore GSC/SEO performance?
Answer: Navu’s embed code (script) is specifically designed to minimize its impact on the loading of the rest of the content on the page. It is designed to be asynchronous and non-blocking, to ensure minimal impact on SEO and GSC related performance metrics. Furthermore, the script is also designed for zero CLS, another key criterion for SEO performance.
General
Question: Do you have a free trial?
Answer: Yes. After you setup your site you have 30 days to evaluate Navu.
Question: How much work is required on my part to get this on my site?
Answer: Add your website URL to set up your AI. Then make any adjustments to the appearance of the Navu Sidebar that houses your AI on your website and install it. You can then adjust the answers the AI provides your website visitors as needed.
Question: Can I see what people are asking and how the AI is responding?
Answer: Yes. We provide extensive analytics. You can look at every visitor’s journey and every question they ask. These are available in the Navu portal, via a downloadable CSV or via an API.
Question: Can I expose the AI Chat to only a subset of my visitors?
Answer: Yes. You can control which visitors see the AI Chat and on which pages it is displayed.
Question: How does the Navu Sidebar work with different languages? How many languages do you speak? Can you respond in different languages?
Answer: The Navu Sidebar can respond in multiple languages. The language used in the response is typically based on the language used for the question. The main languages supported are listed below. However, this list is always growing, so try asking a question in a language of your choice to see the appropriate response.
English
Spanish
French
Portuguese
Russian
Japanese
Chinese
Arabic
German
Italian
Dutch
And many more regional languages
Question: Is the sidebar designed to meet web accessibility standards? Are you designed to be accessible to web standards?
Answer: Yes. The sidebar and all Navu’s web components are designed to meet Web Content Accessibility Guidelines (WCAG).
Question: Can you used for B2C types of businesses? Does the sidebar work for B2C websites? Does Navu work for B2C websites? Can you handle B2C journeys?
Answer: Yes, the Navu Sidebar works with B2C businesses, providing the same functionality in terms of answering visitor questions. In addition, the Sidebar also uses configurable Skills that allow it to pull information from external systems, for example, an inventory system to answer questions that depend on information beyond the website.
Question: Is this how the sidebar would look on our website? Can I control how the sidebar looks?
Answer: Yes, the sidebar is highly configurable. The sidebar’s features, the AI Chat, search, contact form, and live chat are all individually configurable. Furthermore, the behavior of the sidebar in terms of when it opens and closes is also configurable.
Question: Is the side bar closeable by the end user? Can visitors close the sidebar?
Answer: Yes. The X at the top right of the sidebar will collapse the sidebar down to a floating button. Clicking on the button will re-open the sidebar. The icon in the floating button is configurable.
Question: Feels like my competitors could use the sidebar to just drill down on my value prop and give them a roadmap to leapfrogging us? Isn’t it bad that my competitors can get access to critical information about my product from the AI?
Answer: Recall that you have tight control over the content that the AI is trained on. By default this is the content available on your public website which is already available to your competitors. If there is specific content that you don’t want the AI to be trained on, that is easy to control via the Navu portal.
Question: Can I complete a purchase on the website?
Answer: No. You cannot purchase the Navu sidebar via the this website. However, you can complete the evaluation process without having to talk to anyone one in sales. Simply create your AI here.
Question: If a website visitor does not interact with the sidebar, will it still collect any information from them? That is, does the tool collect some information from all visitors to our site, such as the IP address they are coming from? What information does Navu collect about the visitor?
Answer: Yes. Navu integrates with the Consent Management Platform on your website to determine what information is collecte about your visitors. If consent is granted, journey information from all your visitors is collected along with any conversation they had with the AI.
Question: Are AI responses contextual?
Answer: Yes, responses are contextual. Each response is in the context of the conversation of which it is part. Each question is part of a visitor’s conversation, the conversation is unique. Each unique visitor’s conversation has its own thread and context which means that previous questions and answers within that conversation influence subsequent answers within that conversation. However, as there is a single thread per conversation, there is no overlap between conversations. So, questions and their responses are contextual within a specific conversation.
Question: Is each question its own conversation, with no memory of previous questions?
Answer: No. Each question is part of a series of questions in a conversation. The AI has a single thread for each conversation and as such remembers previous questions and answers within that conversation such that they influence answers to subsequent questions in that conversation. There is however, no thread (context) overlap between conversations. With each conversation being in an independent thread there is no risk of information or context from one visitor conversation influencing another.
Question: Will adding this to my website have a negative impact on my SOC II certification?
Answer: No. By default, Navu collects no Personal Identifying Information, meaning it does not introduce any privacy or security concerns. Should you change this setting such that Navu does collect Personal Identifying Information, then Navu’s Security and Privacy practices will mean that there is no impact on your SOC 2 certification.
Question: Who are Navu’s competitors?
Answer: There are many vendors of AI Chat. Navu stands out by offering:
- Effortless setup
- Strict focus on the website experience, not agentic AI to support downstream actions performed by SDRs or Support agents
- Platform-agnostic compatibility with any site and CRM
- AI trained on your actual site content out of the box, extendable to content at any URL, public or private
- Focused on a complete customer experience for your website, successfully fielding questions from all your web visitor personas (pre-sales, post-sales, job-seekers, investors, etc.)
- Rich, behavioral analytics via the Journey Explorer
- Supports sophisticated conversations via the Skills feature and integrations with PIMs, Shopify, Zapier and ERPs to support. Complex conversations about complex products.
Question: As an agency or consultant implementing Navu for my customer, do I charge them or do they pay you directly?
Answer: Your choice. You can have them pay us directly in which case we will pay you a commission quarterly provided you meet the requirements of our partnership program. Or, you can pay us directly, at which point you are free to charge your customer as you see fit.
Data Portability and Privacy
Question: What commitments does Navu make on ownership, retention, and privacy of conversation and visitor data? If a customer leaves Navu, or in the event of Navu being acquired, what happens to the archived conversations?
Answer: This page: https://navu.co/resources/ includes Navu’s data and service related policies. Navu’s Sensitive Data Management document is directly applicable to this question. Our stance is that customer data belongs to them. We will never share or sell their data, and they can download it or request its deletion at any time. We also delete all data 30 days after service termination. We expect these commitments and policies to survive a change of control.
It’s also worth mentioning that Navu offers two service tiers: Business and Enterprise. The functional features in both tiers are identical. The difference is in IT or legal requirements. Customers looking for specific IT requirements—such as changes to data retention, single sign-on, regional data hosting—or legal flexibility, such as negotiable terms of service, will be best served by the Enterprise tier. Specifically on terms of service, the Business tier terms of service are here: https://navu.co/terms/ and are agreed to via click through at account creation. Enterprise terms are governed by a mutually agreed-to Services Agreement. The template is available for download on the resources page linked above.
The pricing for both tiers remains transparent and can be seen by selecting the tier at the top of the pricing calculator: https://navu.co/pricing/.
