# FAQ's

## Humanic — Frequently Asked Questions

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### About Humanic

**What is Humanic?** Humanic is an AI-native email marketing platform. Rather than building campaigns manually, you describe your goal in plain language — a prompt — and Humanic generates the full campaign: audience segmentation, email copy, personalisation, and send schedule. It connects directly to your customer data via Shopify, webhooks, CSV, and integrations like Amplitude and Segment.

**Who is Humanic built for?** Humanic is designed for product-led growth companies, e-commerce stores, SaaS founders, and growth marketers who need to activate, convert, and retain users through email — without a large ops or engineering team behind every campaign.

**What can I actually use Humanic to do?** The core use cases are: onboarding new users, re-engaging idle contacts, converting free users to paid, running lifecycle email sequences, and sending personalised campaigns tied to in-product behaviour. If your workflow currently involves exporting lists, writing copy in ChatGPT, and pasting it into another tool to send — Humanic replaces that entire chain in one place.

**Does Humanic support channels other than email?** Humanic is focused on email. It does not currently offer WhatsApp messaging, SMS, web push, or on-site messages as native channels. Some of these may be reachable through integrations or webhook-based workflows.

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### Getting Started

**How do I send my first campaign?** The setup path is: create an account → connect your data source (Shopify, webhook, or CSV import) → configure your sending domain via DNS → write a prompt describing your campaign goal → review the generated sequence → activate. Most users complete this in under an hour.

**Where can I learn how to use Humanic?** Humanic provides product documentation (this site), in-product walkthroughs, and a [YouTube Getting Started series](https://youtu.be/e9d-xhrZY1Q?si=V0mc4VCznP91J7cD) that walks through setup, campaign creation, and optimisation. For direct help, you can reach the team on WhatsApp at +1 (415) 740-3050.

**How many emails can I send on the free plan?** Send limits, campaign caps, and credit allocations vary by plan and are updated periodically. Always check the [Pricing page](https://app.humanic.ai/) for current limits rather than relying on cached documentation.

**How do I monitor my credit usage so I'm not surprised?** Your account dashboard and campaign views show a running tally of credits consumed. You can also review billing history in your account's Billing section. Credits are not the same as email sends — see How do Credits work? for the full breakdown.

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### Account, Billing, and Plans

**Where do I find my plan, renewal date, and invoices?** All subscription details — active plan tier, next renewal date, and invoice history — are in the **Billing** section of your account settings.

**How do I upgrade my plan?** Navigate to **Billing → Pricing** inside the app, select the tier you want, and confirm your payment method. The upgrade takes effect immediately.

**How do I cancel or pause my subscription?** From the Billing page, you can downgrade to a lower tier or cancel auto-renewal before your next billing date. If you need to remove a stored payment method and can't do it via the UI, contact support directly.

**What happens to my campaigns if I downgrade?** Active campaigns and contact data are retained. Send capacity and feature access adjust to your new plan limits immediately upon downgrade.

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### Integrations and API

**Which data sources does Humanic connect to?** Humanic supports native connections to **Shopify**, **Amplitude**, **Segment**, **PostHog**, and **Stripe**. You can also push contact and event data to Humanic from any source using **webhooks**, the **REST API**, or via tools like **n8n** and **Lovable**.

**Where do I find my API key?** Go to **Settings → Integrations** (or the API section of your workspace). You can view your existing key or generate a new one there.

**What is the current status of the Shopify app?** Humanic supports Shopify data natively for powering campaigns. The dedicated Humanic Shopify App is in the final stages of App Store approval — check the Shopify integration docs for the latest status.

**Can I send emails from my own domain or Gmail account?** Yes. Humanic supports sending from your own domain via DNS configuration (SPF, DKIM, and DMARC setup). Depending on your plan, you can also connect an existing SMTP provider like SendGrid, Mailgun, or Google Workspace. See Domain Setup for step-by-step instructions.

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### Contacts, CSV, and Cohorts

**How do I import contacts?** Go to **Contacts → Import CSV**, upload a file that includes at minimum an `email` column, and map any additional columns (name, tags, source) to Humanic contact fields. Contacts appear in your list immediately after a successful import.

**My CSV import failed with a server error. What do I do?** First check that your file has a valid header row with an `email` column and that there are no encoding issues (save as UTF-8 if unsure). If the error persists after fixing the structure, contact support and include the exact error message and a sanitised sample of the file.

**How do I update an existing contact's details?** You can edit contacts individually from the Contact List view, or re-import a CSV with updated values — Humanic will match on email address and overwrite the mapped fields.

**What is a cohort, and how is it different from a list?** A cohort is a dynamic segment — a group of contacts who share a behaviour, attribute, or lifecycle stage (e.g., "users who haven't logged in for 30 days," "Shopify customers who haven't repurchased"). Unlike a static list, cohorts re-evaluate against your contact data each time a campaign runs. See Create Cohorts for the full guide.

**How do I personalise emails with a contact's name from a CSV?** Map your CSV's name column to the `name` contact field during import. Then use the supported personalisation token in your email content (e.g., `{{user.name}}`). Humanic will substitute the value per recipient at send time.

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### Campaign Creation and Automation

**How do I send an email to my contact list?** Create a campaign, select your target cohort in the Audience step, review the AI-generated email content, set your send schedule, and activate. Humanic handles delivery from there.

**Can I set up automated drip sequences and journeys?** Yes. Humanic supports multi-step email journeys that trigger based on cohort membership or user behaviour events. You can configure delays, branching logic, and follow-up sequences within a campaign.

**How do I reuse content from a previous campaign?** You can clone an existing campaign, import content from previous chats, or copy prompts and email copy directly into a new campaign draft. See Cloning a Campaign and Importing Existing Email Content.

**Can I generate B2B prospecting emails?** Yes. Prompt Humanic with your target audience, value proposition, and desired tone, and it will generate professional B2B outreach copy. Note that Humanic is primarily optimised for lifecycle and retention emails to opted-in contacts — for high-volume cold outreach, review What Humanic is not for important limits.

**How many emails can I send per day?** Daily and monthly send limits depend on your plan tier and your domain's sending reputation. New domains also go through a warm-up period that progressively increases send volume. See Email Sending Rate Limits and Domain and IP Warm-up Guide.

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### Deliverability, Errors, and Debugging

**Why did my emails fail to send even though the addresses look correct?** Common causes include: DNS misconfiguration (missing SPF, DKIM, or DMARC records), domain warm-up throttling, recipient server rejections, or hitting your plan's send rate limit. Check your campaign's error log and your domain's DNS status first.

**Where do I find error logs and bounce reasons?** Every campaign has a **Logs** view that records each send event — delivered, bounced, failed — with the SMTP error code and message from the recipient server. See Email Analytics and Logs for how to read and act on this data.

**Why are my emails stuck on "sending"?** Emails queue when a campaign is waiting for its scheduled time, during domain warm-up, or when a provider is throttling your send rate. The status updates automatically as emails are processed — if it doesn't resolve within a few hours, contact support.

**Will Humanic retry a bounced email?** Hard bounces (permanent delivery failures — invalid addresses, non-existent domains) are not retried, and the address is suppressed from future sends. Soft bounces (temporary failures — full mailbox, server unavailable) are retried automatically per Humanic's deliverability policy.

**Why did my personalisation tokens disappear after I edited the email?** Significant changes to a prompt or template can trigger a content regeneration that overwrites manual edits. Review each revision carefully and use the micro-editing feature to lock specific content sections you do not want overwritten.

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### Analytics and Monitoring

**Where do I see campaign performance data?** Each campaign has an **Analytics** tab showing opens, clicks, bounces, unsubscribes, and — where data is connected — revenue and conversion outcomes tied back to the campaign. See Email Analytics and Logs for a full breakdown of every metric and how each is measured.

**How do I know when a campaign has finished running?** The campaign dashboard shows a completion status once all emails in the sequence have been dispatched. Final metrics are displayed alongside the status.

**Which metrics does Humanic track?** Humanic tracks: **Sent**, **Delivered**, **Opened**, **Clicked**, **Bounced**, and **Unsubscribed** at the individual contact level, aggregated at the campaign level. For connected data sources, Humanic also tracks downstream business outcomes like conversions and revenue attributed to campaign sends.

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### Security, Privacy, and Support

**Is my data secure in Humanic?** Humanic follows standard SaaS security practices, including encrypted data storage, secure payment processing (card details are never stored directly), and access controls scoped to your workspace. For specific compliance or data processing questions, contact the team directly.

**How do I contact Humanic support?** You can reach the team via:

* **WhatsApp:** [+1 (415) 740-3050](https://wa.me/14157403050)
* **Email:** listed on the Contact page
* **In-app chat:** available from the bottom-left of the dashboard

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