Frequently asked questions
How does Unagi decide what to tell me?
Findings come from fixed rules applied to counted events, not from guesses. For example, "cart abandonment" compares sessions that added to the cart with sessions that purchased. Every finding shows the numbers it used. Unagi does not invent facts, and where data is missing it says so.
How much can I trust a finding?
Each finding carries a confidence label (very low, low, medium or good) based on how many sessions it is built on. Small sites have small samples, so treat low-confidence findings as prompts to look, not proof. Findings that compare two groups describe an association, not a cause.
Why do I see no findings?
Either nothing looks wrong, or there are not yet enough tracked sessions. Unagi will say if it has fewer than 10 tracked sessions. If very few visitors accept your cookie banner, check that Unagi.consent(true) is being called when they do (see consent).
Why does it say carts are filled but no purchases are recorded?
Unagi cannot tell "nobody bought" from "purchase tracking is not set up". It flags the situation instead of reporting a misleading 100% abandonment rate. Make sure your confirmation page URL contains thank-you or order-confirmation, or send the purchase yourself (see events).
What personal data does Unagi collect?
Without consent: page path, time and referrer hostname, with no identifier. With consent: a random visitor ID, pages, products viewed, time on page, scroll depth, click labels and site searches. Analytics events never contain names, emails, addresses or payment details, and fields that look like them are dropped. If you enable the chat, a visitor may choose to give an email address, which is stored separately with their consent. Full details are in the privacy policy.
How does Unagi recognise a returning customer?
By a random ID stored in their browser, only after they accepted tracking. If they return in the same browser, the new visit is added to the same record, whether that is a day or a month later. If they clear their browser data or use a different device, they look like a new visitor until they give the same email address in the chat, which joins the two. Unagi does not use fingerprinting or IP addresses to recognise anyone.
What device and location details do I get?
Device type, browser, operating system, language, time zone, screen size, where they came from, and an approximate region from the time zone (or a country supplied by your host's network, if you trust proxy headers). No IP address, exact location, postcode or street.
Will the chat make things up?
It is built so it should not. It may only use facts from your own crawled pages and the offer you wrote, and any reply containing an invented discount, deadline or scarcity claim is discarded in favour of a safe, templated answer. It tells visitors it is automated. It is still software, so read some conversations in the dashboard after you switch it on. See the chat and email guide.
Does it work without an AI key?
Yes. Without an Anthropic API key it answers from rules using your own pages. A key makes conversations more natural, at a cost per conversation that your server pays.
Does it use cookies?
On your site, Unagi uses the browser's localStorage and sessionStorage, only after consent. These are covered by the same consent rules as cookies in the UK and EU. The Unagi dashboard itself uses one strictly necessary session cookie to keep you signed in.
Can I delete a visitor's data?
Yes. Open the visitor on the Visitors tab and choose "Erase this visitor's data". You can also delete a whole site, or your account.
How long is data kept?
Raw events are deleted automatically after 395 days. Deleting a visitor, site or account removes the data immediately.
Will it slow my site down?
The script is small, loads asynchronously and sends events in batches, using the browser's background sending where available.
Are there usage limits?
There is no cap on events during the trial, but there are protections against abuse: request rates per address are limited, up to 10 sites per account, and up to 5,000 pages tracked per site.
What happens to my data if the trial ends?
It stays. Collection and reports pause until a plan is agreed, and nothing is deleted.
Who do I contact?
See the contact page.