AI usage limits and what counts as a reply

AI features are included in the Scale plan. You can also add them to a lower plan as a paid add-on. We check access on the server. This means AI buttons and options stay active only when your workspace has a valid plan or add-on.

We count usage per workspace, per calendar month. A counted reply is any message the AI chatbot sends to a visitor on your site. Tools that help agents work faster, like drafting, summaries, or translation, are counted separately. They do not use up your visitor reply limit.

When you reach your monthly limit, AI actions pause until the next billing cycle starts. Admins can buy an extra AI pack at any time. Go to Settings → Billing to do this.

Reaching the limit never stops your live chat. Visitor chats still come in as usual. They simply go straight to your human agents until your quota renews or you buy more capacity.