AI never stops mid-month.
Your plan limits are soft envelopes, not hard caps. If you go over, your AI keeps answering. Here's exactly how that 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. Soft-limit zones
Whichever metric is reached first triggers the zone — bookings, visitors, voice minutes, chat conversations, or emails handled.
| Zone | % of plan | What you see |
|---|---|---|
| Normal | 0–100% of plan | Nothing — AI just works |
| Heavy | 100–150% | Nothing — AI keeps working into the buffer |
| Outreach | 150–200% | One friendly upgrade email sent |
| Throttle | 200–300% | Subtle quality degradation (shorter responses, faster TTS, half KB retrieval) |
| Review | >300% | "Let's talk before next cycle" email — service continues, but we'll reach out |
3. Optional overage blocks (opt-in)
Off by default. Enable in Portal → Billing if you want extra capacity instead of throttle. Hard ceiling: 4 blocks per month = max 1× plan price extra. No surprises.
| Plan | Block price | Each block grants |
|---|---|---|
| Starter | $15 | +150 visitors · +400 conversations · +40 voice min · +15 bookings · +150 emails |
| Growth | $29 | +400 visitors · +1,000 conversations · +120 voice min · +40 bookings · +400 emails |
| Scale | $59 | +1,200 visitors · +3,500 conversations · +400 voice min · +80 bookings · +1,200 emails |
4. Always-on cost-protection guardrails
These apply regardless of plan or zone. They keep abuse from costing you.
| Guardrail | Threshold / action |
|---|---|
| Silence auto-hangup | 30 seconds of silence on both sides |
| Per-call max duration | 10 / 20 / 60 minutes per plan |
| Per-visitor rate limit | 5 calls/hr · 10 calls/day · 100 messages/conversation |
| Concurrent voice cap | 2 / 4 / 15 calls per plan |
| Daily tenant spend cap | More than 2× plan price in any 24h window pauses overage |
| Spam classifier | High-confidence spam blocked, doesn't count toward usage |
| Failed-call write-off | Calls under 10s with no AI exchange are free |
| Quality auto-credit | Low transcript confidence calls get auto-refunded minutes |
Questions about your usage?
Your portal dashboard shows live usage against each metric, your current zone, and projected month-end cost — including overage if you've opted in.
See pricing