Plans and usage limits

Four things are capped by your plan. Knowing how each is counted saves an unpleasant surprise mid-month.

Whose plan applies

Limits belong to the account owner of a chatbot, not to whoever is logged in. All chatbots owned by the same account share one pool of products and messages.

If an agency owns three client chatbots, all three draw on the agency’s plan. Transferring ownership moves a chatbot to the new owner’s plan immediately. See Roles and permissions.

Websites

One chatbot equals one website. The cap is on how many chatbots you can create.

Reaching it means the Add chatbot button stops working. Existing chatbots keep running.

Users

Counts the people with access across your chatbots. Pending invitations count against the limit once accepted.

Products

Counts every imported product across all your chatbots, for every language. A catalog of 3,000 products in two languages counts as 6,000.

Two things happen when you go over:

• New imports stop adding products
• The dashboard shows an Upgrade plan warning

To get back under the limit, either upgrade, or delete products per language with Remove imported products on Ecommerce → Product feeds. That keeps the feed definition so you can re-import later.

Downgrading does not delete products for you. Bring the count down before the downgrade takes effect.

Messages

The most important number to watch.

• Counted per calendar month across every chatbot on the account
• The counter resets on the first day of the month
• Failed messages and errors do not count
• Messages from your Demo page do count — it is a real conversation

When the limit is reached, the bot stops replying to visitors until the month rolls over or you upgrade. Upgrading applies immediately, so it is the fastest fix.

Watching your usage

• Account shows your current plan and message count for the period
• A banner appears in the dashboard as you approach the limit, naming the affected chatbots and the reset date
• Dashboard → Chat Sessions and Messages show where the volume actually comes from

Planning for a busy month

If you expect a spike — Black Friday, a launch, a campaign — do the arithmetic first. Take your busiest recent week, multiply by the number of weeks, and compare it to your cap. Upgrading before the spike costs a pro-rated difference; running out mid-campaign costs conversations.

Related

• Billing and payments
• Connect a product feed