Frequently Asked Questions — For Active Customers
Quick answers to the most common questions from Savo customers
How do I create a campaign?
Go to Campaigns → New Campaign to open the campaign wizard. The wizard walks you through seven steps: Setup, Event, Audience, Schedule, Survey (optional), Content, and Review & Launch. Most campaigns take about 10 minutes to configure. See Creating and Launching a Campaign for a full walkthrough.
How long does a Signal Session take?
Signal Sessions typically run 15–30 minutes, depending on the Signal Event design and how much a participant elaborates. The session is saturation-driven — the AI moves on when it has what it needs and closes when all topics are covered, so the length adapts naturally to the conversation.
When will I see results after a campaign ends?
After all sessions are complete (or the campaign end date passes), Savo runs the scoring pipeline and generates your report. This typically takes a few minutes to a few hours depending on session count. You'll see the report appear in the Reports section when it's ready.
If your campaign shows COMPLETING — WAITING FOR SCORING..., the pipeline is running and no action is needed. If it shows COMPLETING — REPORT FAILED, see Campaign Report Failed — What to Do.
How do I add more team members?
Go to Settings → Team → Invite Member, fill in their name and email, and click Create Invitation. An invitation link will appear — click Copy Link and send it to them directly. They won't receive an automatic email. See Adding Team Members and Assigning Roles for the full process.
How do I add funds to my balance?
Go to Billing → Add Funds. Payments are processed via Stripe. Your balance updates immediately after a successful transaction. See Adding Funds to Your Account for details.
Can I cancel or pause a running campaign?
Yes. From the campaign detail view, you can pause a campaign (no new invitations sent, in-progress sessions continue) or cancel it (campaign stops; partial data may be available). Cancellation is not reversible, so confirm before proceeding.
How do I export my report data?
From the Insights report, use the export option to download session data or the executive summary. See Exporting Reports and Executive Summaries for export formats and options.
What does ""abstention"" mean in my report?
Abstention (shown as ""No Score"") means the session didn't produce enough evidence to score that dimension reliably. It's not a neutral score of 3 — it means the evidence was insufficient. A high abstention rate on a dimension across a campaign may indicate the facilitation guide needs refinement to draw out more signal on that dimension. See Understanding Dimensions for more.
Can a participant retake a session?
Currently, each participant receives one invitation link per campaign, and the session is intended to be completed once. If a participant had a technical issue that prevented completion, contact support — the team can advise on next steps for that specific situation.
What does my balance cover — just sessions, or Event Studio too?
Your prepaid balance covers Signal Session usage (billed per minute of session conversation). Event Studio usage is also consumption-based. See Billing and Payment FAQ for a full breakdown of what draws down your balance.