# FAQ

> Short answers to the questions we are asked most, with a link to the full page for each.

Source: https://www.hey.support/docs/help/faq

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## Getting started

<Accordions>
  <Accordion title="Is there a free trial?">
    Yes. New workspaces start on the Growth plan free for 15 days, with no card. When the trial ends, pick a plan to keep your agent live; everything you built stays saved. See [Your trial](/docs/billing/trial).
  </Accordion>

  <Accordion title="How long does it take to set up?">
    About ten minutes from sign-up to a live agent on your site. The [Quickstart](/docs/getting-started/quickstart) walks through it.
  </Accordion>

  <Accordion title="Do I need to write code?">
    No. The widget is one script tag you paste once, and WordPress, Shopify and WooCommerce have [one-click installs](/docs/launch/one-click-installs). Messaging channels connect from the Deploy page.
  </Accordion>

  <Accordion title="Can I run more than one agent?">
    Yes, on Growth and above. Each agent has its own knowledge, look and install, so one per brand, site or language works well. See [Plans](/docs/billing/plans).
  </Accordion>
</Accordions>

## Knowledge and answers

<Accordions>
  <Accordion title="What can the agent learn from?">
    Your website (a crawl, a sitemap, or single pages), uploaded files (PDF, Word, slides, sheets and more), pasted text, and quick answers you write yourself. See [Knowledge](/docs/knowledge/overview).
  </Accordion>

  <Accordion title="How much content can I add?">
    Each plan has a per-agent knowledge limit measured in stored text: 2 MB on Starter, 20 MB on Growth, 40 MB on Scale, and no limit on Enterprise. The Knowledge page shows how much you have used. See [Knowledge limits](/docs/knowledge/limits).
  </Accordion>

  <Accordion title="Does it stay up to date when my site changes?">
    Yes, on plans with Auto-sync. The agent re-reads your pages on a schedule and picks up new pages under sections it already knows. See [Auto-sync](/docs/knowledge/auto-update).
  </Accordion>

  <Accordion title="What happens when it does not know the answer?">
    It says so, and offers a person if handoff is on. Every unanswered question is collected under [Unanswered questions](/docs/knowledge/unanswered-questions) so you can fill the gap.
  </Accordion>
</Accordions>

## Plans and billing

<Accordions>
  <Accordion title="What counts as a conversation?">
    One person's chat with your agent, on any channel, however many messages it takes. After 24 hours of silence their next message starts a new one. Your own tests in the dashboard never count. See [Usage and limits](/docs/billing/usage-and-limits).
  </Accordion>

  <Accordion title="What happens when I run out of conversations?">
    On a paid plan the agent keeps answering. We email the workspace owners at 80% and 100% of the pool, and nothing extra is billed unless you add a conversation pack.
  </Accordion>

  <Accordion title="How do I pay?">
    By card worldwide. In India, monthly plans are billed in INR by UPI AutoPay, with GST added. Stores that installed from the Shopify App Store pay through their Shopify bill. See [Plans](/docs/billing/plans).
  </Accordion>

  <Accordion title="Can I change or cancel my plan?">
    Any time, from Settings → Billing. Upgrades apply immediately; moving down takes effect at the end of the current cycle.
  </Accordion>
</Accordions>

## Channels and data

<Accordions>
  <Accordion title="Which messaging channels are supported?">
    WhatsApp, Telegram, Messenger and Instagram, on Growth and above. Conversations from every channel land in the same Inbox. See [Integrations](/docs/integrations/overview).
  </Accordion>

  <Accordion title="Who owns the conversations?">
    You do. For conversations on your site you are the controller and we are the processor, so your data stays yours, your team is the only one who sees it, and a visitor's deletion request is routed to you rather than acted on by us. See [Privacy and data](/docs/billing/privacy-and-data).
  </Accordion>

  <Accordion title="Can a visitor ask you to delete their data?">
    Yes. Requests made at [hey.support/delete-my-data](https://www.hey.support/delete-my-data) are verified and routed to your workspace, where an owner erases them. See [Privacy and data](/docs/billing/privacy-and-data).
  </Accordion>
</Accordions>

<NextSteps>
  <IconCard icon="wrench" title="Troubleshooting" href="/docs/help/troubleshooting" description="When something is not working." />

  <IconCard icon="mail" title="Contact us" href="/docs/help/contact" description="A question that is not here." />
</NextSteps>