# Swashi FAQ: answers to common customer questions > Answers to the most common Swashi questions: free trial, cancelling, leads, ICP tiers, email warm-up, replies, voice, chatbots, languages and your data. Source: https://swashi.io/docs/account/faq Section: Account & Billing Last updated: 2026-10-10 Quick answers to the questions Swashi customers ask most. For step-by-step fixes, see [Troubleshooting](https://swashi.io/docs/account/troubleshooting). For current prices, see the [pricing page](https://swashi.io/pricing). ## Getting started ### What is the quickest way to start with Swashi? Teach your [Business Brain](https://swashi.io/docs/getting-started/business-brain) first. Then connect your website and social accounts, find leads, connect a mailbox and start a campaign aimed at your tier A leads. Switch on the AI Receptionist when you are ready. The [Quick start](https://swashi.io/docs/getting-started/quick-start) walks through each step. ### What is the Business Brain? It is the one place Swashi learns your business. You add your details, documents, images and website, and every agent uses the same Brain: articles, social posts, images, outreach emails, the voice receptionist and the chatbots. Update it once and every agent updates with it. ### What is the difference between the app and the chatbot? The app at app.swashi.io gives you the full visual interface. The chatbot on LINE, WhatsApp or Telegram lets you work through plain conversation, which is handy for lead searches, status checks and content requests on the go. Both use the same account and data. ## Plans and billing ### Is there a free trial? Yes, on the Starter plan only. It lasts 7 days and has small limits: 20 leads, 50 outreach sends, 1 mailbox and 10 voice calls. Lead export and Google Sheets sync are off during the trial. Every new account also gets 20 free leads at signup. ### Can I cancel anytime? Yes. There are no long-term contracts. Cancel from **Billing** using **Manage Subscription**. Your access continues until the end of the period you have paid for. ### What happens to my data if I cancel? When your paid period ends, your account moves to the Free plan and your data stays in it. Nothing is deleted automatically. If you want your account and data deleted, contact support@swashi.io. ### Do unused allowances roll over? No. Monthly quotas for articles, leads, scans and social posts reset when your plan renews at the start of each billing period. Outreach campaigns count sends per calendar month, so a campaign that reaches its monthly limit resumes on the 1st. ### Can I add capacity without upgrading? Yes. Booster packs in **Billing** add leads, inboxes, websites, scans, images, auto-posts, social posts or receptionist calls. They apply instantly. See [Plans and billing](https://swashi.io/docs/account/plans-and-billing). ## Leads ### How does lead search work? Open **Lead Generation**, type the role or industry you want and choose a market: a city, a state or a country. Set your filters and click **Find leads**. Swashi searches, checks every email, and adds the leads to your pipeline, usually within 60 to 120 seconds. See [Find leads](https://swashi.io/docs/leads/find-leads). ### What do ICP tiers A, B, C and D mean? Every lead gets an ICP (Ideal Customer Profile) score from 0 to 100. **A** is 75 to 100 (perfect fit), **B** is 55 to 74 (strong fit), **C** is 35 to 54 (moderate fit) and **D** is 0 to 34 (poor fit). Start your campaigns with A, then add B. See [ICP tiers](https://swashi.io/docs/leads/icp-tiers). ### Are leads deduplicated? Yes. If a business you have already found appears in a new search, it is not added again and does not count against your quota. ### Do I need a Google Sheet before finding leads? No. A Google Sheet is optional. Without one, your leads stay in your Swashi pipeline. ### Can I import my own leads? Yes, from the Growth plan up. Upload a CSV, for example from Apollo, Hunter, LinkedIn Sales Navigator or HubSpot. You need an email column plus a company or name. Rows without a valid email are skipped, and duplicates are removed. See [Import leads](https://swashi.io/docs/leads/import-leads). ## Email outreach ### Which email providers can I connect? Gmail (with an App Password), Brevo and SendGrid (with an API key), or any SMTP server, such as Outlook or your own domain. See [Connect a sending account](https://swashi.io/docs/outreach/connect-sending-account). ### Why does a new mailbox send so few emails at first? Swashi warms up each newly connected mailbox gradually, starting from the day you connect it, so inbox providers learn to trust it. The account card shows the warm-up day and today's safe limit, which grows automatically. Skipping warm-up risks your emails landing in spam. ### What makes a campaign pause automatically? A campaign pauses if its bounce rate reaches 5%. Review your list quality and sender health before you resume. ### Where do replies go? Into the **Unified Inbox** in **Email Outreach**. Replies are sorted as positive, neutral, objection or not interested, and you can answer from the connected mailbox. A reply or a booked meeting stops further follow-ups to that person. ### Can I get an alert when someone replies positively? Yes. In **Reports**, set up report notifications and choose an instant alert on a positive reply, a daily digest or a weekly summary. See [Notifications and digests](https://swashi.io/docs/reports/notifications-and-digests). ## Voice and chat ### What can the AI Receptionist do? It answers your Swashi number around the clock. It answers questions from your Business Brain, qualifies callers, books meetings and takes messages. Booking, CRM sync and lead scoring come with AI Receptionist Pro (Growth). Multilingual answering, calendar orchestration and human transfer come with AI Receptionist Business (Agency). See [AI Receptionist](https://swashi.io/docs/voice/ai-receptionist). ### Does the voice agent follow up after a call? Yes. When there is a concrete request and a valid email, it emails the caller a confirmation in their language. It also alerts you, and updates the lead's status and journey. ### How do I connect the Swashi bot? Open **Bot Channels**, choose LINE, WhatsApp or Telegram, and follow the steps. The bot then asks for your Swashi email and a 6-digit code to verify your account. See [Chatbots](https://swashi.io/docs/chat/chatbots-line-whatsapp-telegram). ### Which languages are supported? 18: English, Spanish, French, German, Italian, Dutch, Portuguese, Russian, Turkish, Arabic, Hebrew, Hindi, Indonesian, Japanese, Korean, Malay, Thai and Chinese. See [Languages](https://swashi.io/docs/getting-started/languages). ## Data and support ### Why does a number say "Not measured" instead of 0? Because Swashi never invents a figure. "Not measured" means nothing has been recorded yet or the data is not available. It does not mean zero. ### Is my data secure? Yes. Your data is stored securely and encrypted. Each account sees only its own data, Stripe handles payments, and social and Google connections use the official sign-in flows. See [Security and privacy](https://swashi.io/docs/account/security-and-privacy). ### How do I contact support? Open **Support Center** in the app to submit a ticket. Replies arrive by email. You can also email support@swashi.io or message the Swashi bot. When you write, include your account email, the feature you were using, what happened versus what you expected, and any error message. ## Next steps - Follow the [Quick start](https://swashi.io/docs/getting-started/quick-start). - Look up a term in the [Glossary](https://swashi.io/docs/getting-started/glossary). - Fix a problem with [Troubleshooting](https://swashi.io/docs/account/troubleshooting). ## Frequently asked questions **Is there a free trial?** Yes. The Starter plan includes a 7-day free trial with small trial limits. Growth, Agency and Enterprise are purchased directly. Cancel before the trial ends and you are not charged. **Can I cancel anytime?** Yes. There are no long-term contracts. Cancel from Billing using Manage Subscription; your access continues until the end of the period you have paid for. **Do I need to connect a Google Sheet before finding leads?** No. The Google Sheet is optional. Connect one if you want a live copy of your pipeline in a sheet; otherwise leads stay in your Swashi pipeline. **Why does my new mailbox send so few emails at first?** Swashi warms up each newly connected mailbox gradually so inbox providers learn to trust it. The daily limit grows automatically. Skipping warm-up risks your emails landing in spam. **Where do email replies go?** Into the Unified Inbox in Email Outreach. It shows the full message, sorts replies by intent and lets you answer from the connected mailbox without leaving Swashi.