Each plan includes a monthly allowance for each service. When an allowance runs out, extra use of that service may be paused until you add a top-up or your plan renews. Nothing you have stored is deleted. Here's exactly how it works.
1. What counts as one unit
| Unit | Rule |
|---|---|
| 1 booking | Confirmed appointment in our system |
| 1 visitor | Unique person (by visitor_id cookie + tenant), counted once per calendar month |
| 1 voice minute | After a 15-second grace window, rounded UP to the next whole minute |
| 1 conversation | First user message → bot reply in a thread (the back-and-forth) |
| 1 email handled | One inbound customer email the AI generated a reply for |
2. When an allowance runs out
| Service | What happens |
|---|---|
| Chat conversations, voice minutes, bookings, AI email replies, interview minutes, WhatsApp AI conversations | New use stops when your allowance (your plan plus any top-ups) is used, until you add a top-up or your plan renews. A voice call already in progress can finish, up to its maximum length, so voice minutes can end slightly past the allowance. |
| Businesses found (Outreach), outbound SMS, WhatsApp messages and emails | Stop at the size of the add-on you bought. We email you once when that limit is reached. |
| Outbound calls | Need the outbound calls add-on, and stop when its minutes are used. |
| Team seats, customer records, Live Data systems, storage | You can't add more until you're under the limit: new invites, records, connections and uploads are refused. Nothing you already have is deleted. |
| Anything marked "Unlimited" | Doesn't stop at a number, but is still counted and stays within this policy (see section 5). |
3. Need more? Add a top-up
A top-up adds more of what your plan includes, such as voice minutes, chat conversations, bookings, AI email replies or team seats, in any amount within the limits shown when you buy. It lasts 30 days from the day you buy it. One payment — it never renews and never bills on its own. Your plan's own allowance is used first. Any unused part expires at the end of its 30 days; it does not carry over and is not refundable. Buy one any time in Portal → Buy.
4. Protections on every plan
These apply on every plan. They stop abuse and keep the service working for everyone.
| Guardrail | Threshold / action |
|---|---|
| Maximum call length | Each call ends at the maximum length your plan sets |
| Simultaneous phone calls | Limited by your plan |
| Chat rate limit | Up to 5 messages a minute and 30 every 5 minutes from one IP address |
| Conversation length | Conversations through our API or WhatsApp are capped at 50 messages |
| Spam protection | Spam is blocked and doesn't count toward your usage |
5. What "Unlimited" means
Where a plan, package or add-on says "Unlimited", it means unlimited within this policy. We may limit, throttle or suspend usage that is abusive, that is automated beyond normal business use, or that harms the Service or other customers. Where practical, we will tell you before we do.
Questions about your usage?
Usage & billing in your portal shows what you've used of each allowance, split into your plan, add-ons and top-ups, and when each top-up expires. See pricing.