Question 1

Is there a trial?

Accepted Answer

Yes. Starter includes a 14-day trial. You add a card when you start, and nothing is charged during the trial. If you don't cancel before the trial ends, your card is charged $18 per month until you cancel. You can cancel online at any time from Settings > Billing.

Question 2

Why usage pricing instead of per-resolution pricing?

Accepted Answer

You pay published rates for minutes and messages, so the bill does not depend on what counts as a resolution. Your dashboard shows usage costs by channel and team, so you can see where your budget is going.

Question 3

How does usage billing work?

Accepted Answer

There are two simple rate groups: Voice at $0.30/min and Text (chat, email, WhatsApp, Instagram) at $0.10/msg. SMS has dynamic rates on a separate page. Growth plan users get a 7% bonus on top-ups, making their effective rates ~$0.28/min for voice and ~$0.09/msg for text. Your plan includes a usage allowance ($7 for Starter, $26 for Growth) that resets monthly. Prepaid top-ups do not currently expire based on purchase age. Prices are in US dollars and exclude VAT and sales tax. Any tax due is added to your invoice.

Question 4

What happens when my balance runs low?

Accepted Answer

You choose: auto-purchase more funds, or pause AI responses (human-only mode). You can set a monthly budget with alerts at 50%, 75%, 90% and 100% of it, and an optional hard limit.

Question 5

Can I add more funds?

Accepted Answer

Yes! Top up any amount from $10 to $500 anytime. Growth plan users get a 7% bonus on every top-up. You can also enable auto top-up to automatically recharge when your balance gets low, with a monthly spending cap you control.

Question 6

What channels are included in each plan?

Accepted Answer

Starter includes voice, chat, email beta, and SMS. Growth adds approval-gated beta access to WhatsApp, Instagram DMs, and Google Reviews. Both self-service plans include unlimited seats and API access. Provider review and account eligibility still apply to beta channels.

Question 7

Why is Growth plan worth the upgrade?

Accepted Answer

Growth includes approval-gated beta access to WhatsApp, Instagram and Google Reviews, Teams & smart routing, a 7% bonus on every top-up, priority support, and early feature access. Provider review and eligible connected accounts are required before beta channels can be used. You also get 2 phone numbers included (vs 1 on Starter). Need more numbers? Contact support for custom limits.

Question 8

How does Masheev compare to Intercom or Zendesk?

Accepted Answer

They charge differently. Intercom prices by seat (from $29 per seat per month, as published in October 2026) and charges from $0.99 per Fin AI outcome, and Zendesk prices by agent with add-ons; check their pricing pages for current rates. Masheev charges a flat platform fee with unlimited seats, plus usage at published rates. Growth is $126/month with $26 of included usage. Voice, SMS and web chat are live; email, WhatsApp, Instagram and Google Reviews are in beta.

Question 9

Is my data secure?

Accepted Answer

Masheev encrypts data in transit and at rest. Your conversation data is stored in the EU or US region you choose; AI, voice and messaging providers process it as listed on our sub-processors page, and some of them are outside that region. Our Security page and DPA describe the current controls and data-processing commitments. Additional enterprise requirements are reviewed with sales; SAML/OIDC SSO is roadmap-only and is not currently available.

Question 10

Can I switch plans anytime?

Accepted Answer

Yes. Upgrades take effect immediately with prorated billing. Downgrades take effect at the end of your current billing period. You can turn off renewal anytime in Billing and keep access through your paid-period end. There are no routine prorated subscription refunds; mandatory legal rights and expressly approved refunds remain available. Trials end immediately on cancellation. Usage and prepaid top-ups are separate.

Feature	Starter	GrowthMost popular	Enterprise
Platform
Included usage	$7	$26	Custom
Team members	Unlimited	Unlimited	Unlimited
Phone numbers	1	2	Unlimited
Additional numbers	Contact support	Contact support	Custom
Credit bonus		7%	Custom
Trial	14 days
Channels
Embedded chatEngage website and app users in real time
EmailBetaReply to routine emails automatically
VoiceAnswer calls with a natural-sounding AI voice
SMSReach customers where they already are
WhatsAppBetaReply where customers already message you
Instagram DMsBetaAnswer direct messages in the shared inbox
Google ReviewsBetaReply to reviews in your own voice
AI and automation
AI-powered agents
Knowledge base
Unified inbox
Teams & routing
Visual workflow builder
Integrations and API
API accessBuild supported custom workflows with platform API keys
TablePortRun reservations, orders and client questions for your restaurant
ShopifyRoadmapAnswer order questions with store context
StripeRoadmapAutomate billing questions with payment context
TwilioBYOKUse your own phone numbers and rates
ElevenLabsBYOKBrand your AI's voice with custom models
HubSpotRoadmapKeep contacts and deals synced automatically
SalesforceRoadmapConnect conversations to your CRM records
Enterprise
SSORoadmap
Dedicated account manager
Service levels agreed in writing
Storage region choice🇺🇸 US🇪🇺 EU
Support and analytics
Analytics	Basic	Advanced	Custom
Support	Email	Priority	Dedicated
Early feature access

A flat plan, plus what you use

Smarter AI with Growth

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Growth

Enterprise

Different ways to charge for the same work

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Teams and routing

Team organization

Routing rules

Team analytics

Role-based permissions

Frequently asked questions

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