> ## Documentation Index
> Fetch the complete documentation index at: https://fromhazel.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions About Hazel

> Answers to the most common questions about Hazel including pricing, integrations, data security, and how to get started with your analytics.

## General

<AccordionGroup>
  <Accordion title="Do I need to know SQL or be technical to use Hazel?">
    Not at all. Hazel is designed for non-technical users. Ask questions in plain English, just like you'd ask a colleague. No spreadsheets, no formulas, no query language required. [Learn more about chatting with Hazel](/docs/features/chat).
  </Accordion>

  <Accordion title="How is Hazel different from ChatGPT or Claude?">
    ChatGPT and Claude are general-purpose AI tools. Hazel is purpose-built for consumer brands — it's already connected to your data, understands ecommerce metrics natively, and remembers your brand between conversations. You don't need to upload CSVs or explain what ROAS means. [See how Memory works](/docs/features/memory).
  </Accordion>

  <Accordion title="What AI model does Hazel use?">
    Hazel is built on Claude by Anthropic, one of the most capable AI models available.
  </Accordion>

  <Accordion title="Is my data secure?">
    Yes. Hazel uses enterprise-grade encryption in transit and at rest. We never use your data to train AI models. Your data stays yours. [Read more about our security practices](/docs/resources/security).
  </Accordion>
</AccordionGroup>

## Data & integrations

<AccordionGroup>
  <Accordion title="How often does my data refresh?">
    Roughly every 6 hours. When you first connect a source, Hazel backfills your historical data — this can take a few hours to a few days depending on the source's rate limits and data volume. After connecting, Hazel handles all data cleaning and setup — no manual configuration needed. [Browse available integrations](/docs/integrations/overview).
  </Accordion>

  <Accordion title="How far back does the historical data go?">
    Hazel pulls as much history as each platform provides. For Shopify, that's typically your entire order history. For ad platforms, it varies but usually goes back 1–2 years.
  </Accordion>

  <Accordion title="Can I connect multiple Shopify stores?">
    Yes. Each store connects separately and you can query across all of them. [Learn how to connect a source](/docs/integrations/connecting-a-source).
  </Accordion>

  <Accordion title="What if my integration isn't listed?">
    Reach out via your shared Slack channel (current customers) or contact us at [support@fromhazel.ai](mailto:support@fromhazel.ai). We add new integrations regularly and prioritize based on customer requests.
  </Accordion>

  <Accordion title="Why don't Hazel's numbers exactly match my platform dashboards?">
    There are a few reasons why Hazel's numbers might differ slightly from what you see in your native dashboards:

    * **Identity resolution** — Hazel links customers across platforms using email, phone, and other identifiers. This means metrics like new vs returning customer revenue may differ from what Shopify reports, because Hazel can recognize a "new" Shopify customer who previously purchased under a different email or through a different channel. Hazel's numbers are often more accurate because of this.
    * **Google Analytics sampling** — GA4 uses sampling to estimate values, especially for larger date ranges. The numbers displayed in your GA dashboard are estimates, not exact counts. Hazel uses the same sampled data from GA's API.
    * **Sync timing** — Hazel refreshes data roughly every 6 hours. Depending on when you ask, there may be a few hours of lag compared to a real-time dashboard.
    * **Data transformations** — Hazel normalizes and cleans data across sources (e.g., handling refunds, cancellations, currency conversions). This can produce slightly different totals than raw platform data.

    If you notice a significant discrepancy, reach out to your Hazel team — we're always improving data accuracy and want to investigate any gaps.
  </Accordion>

  <Accordion title="Can I upload files like CSVs or spreadsheets?">
    Yes. You can upload CSV files directly in the chat by clicking the attachment button. Hazel will analyze the data alongside your connected sources. There are file size limits, so for very large files, reach out to your Hazel team and we can help process the data.

    Excel (.xlsx) and PDF files are not currently supported for direct upload — export to CSV first.
  </Accordion>

  <Accordion title="How long does the initial data sync take?">
    It depends on the platform and your data volume. Most integrations finish within a few hours. High-volume Shopify stores or platforms with years of event-level data (like Klaviyo) can take 1–3 days. You'll get an email when your data is ready. You can start asking questions about partially synced data while the full backfill completes.
  </Accordion>
</AccordionGroup>

## Features

<AccordionGroup>
  <Accordion title="What are inline citations?">
    Citations are available in Deep Thinking mode. They show a simple equation of the calculation and the source(s) used — so you can verify any answer and build trust in the analysis. [Learn how citations work](/docs/features/citations).
  </Accordion>

  <Accordion title="What's the difference between Ask and Deep Thinking?">
    Ask gives you answers in seconds and handles most questions — including ones that pull from multiple data sources. Deep Thinking is for when you want Hazel to spend an hour or more doing thorough, all-angles research on a big strategic question. [Learn more about Ask vs Deep Thinking](/docs/features/ask-vs-deep-thinking).
  </Accordion>

  <Accordion title="Can I share Hazel's responses with my team?">
    Yes. You can share any thread, and [scheduled reports](/docs/features/scheduled-reports) can be delivered to Slack channels or email distribution lists.
  </Accordion>

  <Accordion title="Can I close my laptop while Deep Thinking is running?">
    Yes. Deep Thinking runs on Hazel's servers, not your browser. You can close your laptop, switch tabs, or go offline entirely. Hazel will email you when the analysis is complete, and you can review the full results anytime by opening the thread.
  </Accordion>

  <Accordion title="I'm getting a 'conversation too long' error">
    This means your thread has reached the conversation length limit. Start a new thread for your next question — Hazel performs best when threads stay focused on a single topic. If you frequently hit this limit, try breaking your work into separate threads by topic (e.g., one for marketing analysis, one for subscription churn).
  </Accordion>

  <Accordion title="Is Memory shared across my team?">
    There are two types. **Org Memory** is shared across everyone in your organization — when one person adds a definition, everyone benefits. **User Memory** is personal to you and only affects your conversations. [Learn more about Memory](/docs/features/memory).
  </Accordion>
</AccordionGroup>

## Account & billing

<AccordionGroup>
  <Accordion title="How much does Hazel cost?">
    Hazel charges a flat annual fee with no per-seat or per-connection charges. Contact us for pricing details.
  </Accordion>

  <Accordion title="Can I add more team members?">
    Yes, at no extra cost. Hazel's flat pricing means you can invite your whole team without worrying about per-seat fees. [Learn about team management](/docs/features/team-management).
  </Accordion>

  <Accordion title="Is there a free trial?">
    [Book an intro call](https://calendly.com/clint-dunn/clint-hazel-intro) to learn about trial options.
  </Accordion>
</AccordionGroup>