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Every plan has every feature. Plans differ only in how much usage is included each month and how much support comes with them. There are no seats: teammates, agents and knowledge sources are unlimited on every plan, Free included. Only the workspace owner can see or change billing. Admins and agents can run the agents without seeing what they cost: the dashboard shows them how much of the plan and the monthly limit is used, as a percentage, and no dollar amounts.

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Plans

Paying yearly takes 20% off. What differs beyond usage:
  • Free: no credit card to start. Add a card to keep answering past the included usage, at list rates. Help center and email support.
  • Growth: extra usage at list rates, up to your spend cap. Email support.
  • Scale: extra usage at list rates, up to your spend cap. Priority support and an onboarding call. Advanced integrations (ticketing, CRM and helpdesk) built on request.
  • Enterprise: volume rates on chat, voice and email. Annual contract, invoiced, with purchase orders. Spend caps set per workspace and rolled up for the group. We complete your security questionnaire. A named contact for your rollout. Advanced integrations built on request.
Enterprise is set up with our team rather than through checkout. Start from the contact page.

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How usage is counted

Replies and voice minutes draw on one allowance, at list rates: A voice minute uses as much of the allowance as ten replies. Growth covers 3,000 replies, or 300 voice minutes, or any mix between them. Voice is counted per started minute, per conversation, so a call of 2 minutes 10 seconds counts as 3 minutes. Replies your teammates write themselves are never counted. The allowance resets on the first of each month, on monthly and yearly billing alike. Unused usage does not roll over. Usage past the allowance is charged at the list rates and billed monthly, even on a yearly plan. It stops at your spend cap. On Free with no card, nothing past the allowance is ever billed: the agent stops answering billable conversations until the month rolls over.

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The Billing page

Open Billing at the foot of the sidebar. From top to bottom:
  • Chat replies, Voice minutes and Email replies so far this month. Hover a card’s hint to see how that usage is billed on your plan.
  • Beyond your plan: what this month has cost past your allowance, against your monthly limit, with Update limit. On Free without a card, it reads “Free stops at its included usage until you add a card.”
  • A card titled with your plan’s name, saying whether it is billed monthly or yearly and how much of this month’s included usage is used.
  • Choose a plan, or Payment once you have a subscription.
  • Invoices.
If the month’s usage has reached the limit, a Your agent has stopped answering card appears at the top. See spend cap.

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Choose a plan

1

Pick monthly or yearly

Under Choose a plan, use the Yearly / Monthly switch. Yearly is selected first.
2

Choose Growth or Scale

Select Choose Growth or Choose Scale. You go to Stripe checkout to enter your card.
3

Come back to Billing

After paying, you return to Billing with a Thanks, checkout is complete message. The plan shows within a minute. Reload if it has not appeared yet.
To stay on Free but keep answering past the free usage, select Add a card to keep answering past the free usage instead. That adds a card with no plan fee. Only usage past the Free allowance is billed, up to your spend cap.

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Switch plans

Once you have a subscription, the card is called Payment. Choose a plan and period, select Switch to Growth or Switch to Scale, then Confirm. The confirmation tells you which of these applies:
  • Moving up, or from monthly to yearly: your card is charged the prorated difference now, and the new allowance starts straight away. If the card is declined, your plan does not change.
  • Moving down: it takes effect now, and the unused part of what you paid comes off your next invoice.
To drop the plan fee but keep paying for usage past Free, select Switch to Free and keep your card. Enterprise workspaces do not see the plan switcher.

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Manage billing

Manage billing on the Payment card opens the Stripe billing portal. There you can:
  • update your card
  • see invoices
  • cancel the subscription
When a subscription is cancelled, the workspace goes back to Free.

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Invoices

The Invoices card lists your last twelve invoices from Stripe, with number, date, status (Draft, Due, Paid, Unpaid or Voided) and amount. The link beside each one opens it at Stripe. Until the first one is issued, the card reads “No invoices yet. The first one arrives at the end of your first billing month.”

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Closing your account

Closing your account in Settings cancels the subscription as well.