Plans and message limits
What each plan includes, what counts as a message, and what happens when you reach your limit.
What each plan includes
| Free | Pro | Agency | |
|---|---|---|---|
| Assistants | 1 | 3 | 20 |
| Messages per month | 100 | 5,000 | 50,000 |
| Knowledge sources per assistant | 5 | 200 | 1,000 |
| Largest file or source | 1 MB | 10 MB | 50 MB |
For current prices, see the pricing page. To see your usage or change plan, open the account menu and choose Billing. You can also buy extra assistants and extra messages there, on any plan.
What counts as a message
One message is one reply written by your assistant to a customer. It doesn't matter whether the customer is on your website, your chat page, Telegram or WhatsApp.
These don't count:
- Chats in Test your assistant (see the note below)
- Replies you or your team send yourselves
- Customer messages that arrive while you have taken over a chat
- A customer asking to speak to a person. The chat is handed to you without using a message.
- Replies that fail. If the assistant can't produce a reply, for example because of a temporary outage, the message is given back to you.
A reply where the assistant says it doesn't know the answer still counts, because the assistant did reply.
Your messages are shared by all assistants on your account. The count resets on the 1st of each month.
Test chats
Test chats are free, but there is a daily cap of 200 test questions. If you reach it, testing resumes 24 hours later. Live customer chats are not affected.
When you reach your monthly limit
Your assistant doesn't go silent. Instead, the customer is told that your team has been asked to help, and the chat is handed to you in Conversations (and in the mobile app). You can reply yourself as usual. See Reply to customers yourself.
The assistant starts replying again when your count resets on the 1st, or as soon as you upgrade or buy extra messages.
Other limits
- Knowledge sources: each website page, file, text, Q&A or correction you save counts as one source. When you reach your plan's limit, delete sources you no longer need or upgrade.
- Spam protection: each assistant has a Messages allowed per minute setting under Advanced settings. It limits how fast one visitor can send messages.