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ExplanationWhy it works this way.

What counts as a conversation

A conversation is charged once when it starts, and again for each additional hour it stays alive. Exactly when the counter moves.

Your plan includes a number of conversations per month. It is the only usage number you are billed on, so it is worth being precise about what one is.

The rule#

A conversation is charged once when it starts, and again for each additional hour it remains active.

That is it. Not per message, not per visitor, not per bot.

When one starts#

A conversation starts the first time a visitor sends a message to one of your bots. Opening the widget and reading the greeting does not start one — someone has to actually say something.

Each of these is one conversation:

  • A visitor sends one message and leaves.
  • A visitor sends forty messages over twenty minutes.
  • A visitor asks a question, fills in a form, and books a call.

When it ends#

A conversation goes idle after 10 minutes with no activity. The next message after that starts a new one.

The hourly charge#

If a single conversation is still going after 60 minutes, it is charged again, and again for each hour after that.

This is rare in normal use — a live chat with an hour of continuous back-and-forth is unusual. It matters for two cases:

  • Channel conversations. A WhatsApp thread can stay open far longer than a

website chat, because the visitor replies when they feel like it.

  • A visitor parked on a form. A form link stays valid for an hour.

We charge and carry on rather than cutting the conversation off. Ending a live chat mid-sentence to avoid a second charge would be the wrong trade for you and for your visitor.

What is not charged#

  • Opening the widget without sending anything.
  • The bot's own replies.
  • Onboarding, scraping your site, or compiling your knowledge base.
  • Anything you do in the dashboard.

Where to watch it#

Your dashboard shows conversations used against your allowance for the current billing period. The counter resets on your anniversary date, not on the first of the month.

If you run out mid-month you have two options: buy a top-up, or upgrade. Top-ups are deliberately priced above the plan rate, so if you find yourself buying them regularly the upgrade is genuinely the cheaper answer. That is by design rather than a trick — a customer stuck on top-ups is a customer we are overcharging.