Plans and billing
Usage
See how much your organisation has used this billing period, how close you are to each plan limit, and how busy your agent has been.
The Usage page shows what your organisation has used this billing period, across every workspace. Use it to check how close you are to your plan's limits, and to see how much work your agent is doing. Go to Settings → Usage.
Everyone on the team can open the Usage page.
Plan limits
At the top, Plan limits shows one meter for each limit on your plan:
| Meter | What it counts | Resets |
|---|---|---|
| Agent replies | Replies your agent generated this billing period | Each billing period |
| Cases | New cases opened this period, by your team or your agent | Each billing period |
| Seats | Your team, including pending invitations | No, counts what exists now |
| Actions | Actions you've configured. System actions aren't counted | No, counts what exists now |
| Channels | Connected messaging channels. Your website widget isn't counted | No, counts what exists now |
| Training storage | Documents, pages and text in your sources, in MB | No, counts what exists now |
Each meter shows what you've used against your plan's limit and how much is left. Meters that reset each period also show the date they reset. If your plan doesn't cap something, the meter says No cap on your plan.
Warnings
- At 80% of a limit, the meter turns amber and shows Approaching your limit.
- At 100%, it shows Limit reached.
When any meter is close to or at its limit, a banner appears above the meters with an Upgrade plan button. See Plans and limits for what happens at each limit.
You'll also see an AI replies meter in the sidebar on every page, with your renewal date. It's the quickest way to keep an eye on your allowance.
Activity
Below the limits, Activity shows how busy your agent has been across all your workspaces. Choose 7 days, 30 days or 90 days at the top of the section. The default is 30 days.
Four tiles sum up the period:
- Messages received: messages your customers sent
- Agent replies: replies your agent sent
- Leads captured: new leads collected
- Handled by the agent: the share of conversations your agent dealt with on its own, and how many went to a person
Three charts show the same period day by day:
- Messages: what customers sent in, against what your agent sent back. A widening gap means messages are going unanswered.
- Conversations: new conversations each day, how many your agent resolved itself, and how many it handed to a person.
- Cases: new cases opened each day, by your team and your agent.
To see the exact figures, open Show the numbers for a day-by-day table.
If nothing has happened yet, you'll see No activity yet and a Connect a channel button.
Usage and your billing period
Agent replies and new cases count from the start of your current billing period, and reset when it renews. Everything else counts what you have right now. So if you disconnect a channel or delete a source, the meter goes down straight away.
Limits are shared by the whole organisation, so the Usage page adds up every workspace you own.
FAQ
Does testing in the playground use my AI replies?
Yes. Replies in the playground count toward your AI replies, just like replies on a channel.
Why does my seat count include people who haven't joined?
Every pending invite holds a seat until it's accepted or revoked. To free a seat, revoke the invite in Settings → Team.
What do I do when I'm close to a limit?
Upgrade your plan from Settings → Billing, or free up room by removing channels, actions or sources you no longer need. See Manage your subscription.