Answers, and a real person when you need one
Browse common questions by topic below. If you do not find what you need, open a ticket and someone on the team will reply within one business day.
Browse by category
Common questions organized by the area they cover. Specific connector and API documentation is available in the in-app docs.
Getting started
How do I set up Sova?
Sign up, connect one source, and ranked decisions appear within minutes. No tagging or categorization is required before your first run.
What should I connect first?
Start with your highest-volume source, typically support tickets. More text means more confident rankings. You can add additional sources at any time from Settings.
Can I invite my team?
Yes. Invite team members from workspace settings under Members. Team and Scale plans include multiple seats and a shared decision board.
Connecting sources
Which integrations are available?
Zendesk, Intercom, Gong, Chorus, G2, Trustpilot, Delighted, and CSV upload. New connectors are added regularly.
Do I need to tag or prepare tickets before connecting?
No. Sova reads raw, unstructured text and extracts themes itself. You do not need to clean or tag your data first.
What if my source is not listed?
Use the CSV import to bring in any text-based export, or use the API to push custom signals. Contact support@sovasignals.com to request a specific connector.
Reading decisions
What does the confidence score mean?
It reflects how many independent signals agree on a theme. A high score means many distinct sources say the same thing, not that one customer said it repeatedly.
What is an evidence link on a decision?
The exact sentence or passage from a customer signal that Sova used to support the decision. Every ranked decision shows you precisely where it came from.
Can I filter decisions by source or date?
Yes. Use the filter bar to scope decisions by source type, date range, customer segment, or account tier. Filters apply to both the ranking and the evidence.
Billing and plans
When am I charged?
Team and Scale plans are billed monthly or annually depending on the option you select. The Free plan does not require a credit card.
What counts as one signal?
One signal is one piece of source text: a single support ticket, call transcript, review, NPS verbatim, or cancellation response.
Can I switch plans mid-cycle?
Yes. Upgrades take effect immediately and are prorated to your remaining days. Downgrades take effect at your next renewal date.
Security and data
Is my customer data used to train AI models?
No. Your data is used only to produce decisions and evidence for your workspace. It is not shared with or used to improve any shared model.
Where is my data stored?
Data is stored in the United States by default. Scale plan customers can request EU or regional data residency as part of their agreement.
Does Sova support SSO?
SSO with SAML and SCIM provisioning is available on the Scale plan. Contact hello@sovasignals.com to configure it for your organization.
Support questions, answered directly
The most frequent things customers ask our team. If yours is not here, open a ticket below.
Still need help?
Describe the issue and a real person on the team will reply to your email within one business day. No bots.
Start turning customer signal into decisions
Connect one source free and see your first ranked decisions with the evidence behind them. No credit card.