Plans and usage limits

Two things are capped by your plan: products and monthly messages. A plan with 0 products has no product recommendations and no ecommerce support. That is the Free plan.

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.

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.

When you go over, new imports stop adding products. The Product limit card on Ecommerce → Product feeds shows how much of the allowance is used, for the account as a whole and for the chatbot you are viewing.

To get back under the limit, either move to a larger plan, 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.

Messages

• Business is unlimited*, under a fair use policy
• Counted per calendar month across every chatbot billed to the account
• The counter resets on the first day of the month
• Failed messages and errors do not count
• Background work the bot does while answering does not count
• Messages from the Demo page and from the preview panel inside the dashboard do count

When the limit is reached, the widget stops loading on your site altogether — visitors see nothing rather than a bot that will not answer. It comes back when the month rolls over or the plan is raised.

You are emailed at 80% of the limit and again when it is reached.

Watching your usage

• Account shows your current plan and message count for the period
• Dashboard → Chat Sessions and Messages show where the volume comes from

Planning for a busy month

If you expect a spike — Black Friday, a launch, a campaign — compare your busiest recent week, multiplied by the number of weeks, against your cap. Ask us to raise the plan before the spike rather than during it; see Billing and payments.

Related

• Billing and payments
• Connect a product feed