The metered resources, how they are measured, and what happens as you approach a cap.
Each plan includes monthly allowances for a few resources. You track them all on Settings, Billing, where each has a meter showing usage against your limit.
Conversations
A conversation is one visitor's chat session. Every plan states a monthly number, from 50 on Free up to unlimited on Enterprise. The window is the UTC calendar month — it resets on the 1st, not on your billing anniversary.
Only the Free pool is enforced. Paid pools are deliberately unmetered: the flat-pricing promise is that you are never charged per resolution and never cut off mid-month for being popular. Treat the paid numbers as the size we built the plan for, not as a shutoff.
On Free, once the pool is used up, new visitors see a message instead of a live agent until the 1st. You can customize that message in Experience.
Knowledge chunks
Measured per agent, not per workspace. This is how much trained content an agent can hold. See Knowledge limits for the full detail.
Voice minutes
Voice is metered in minutes per month, separate from your conversation pool. Growth includes 500 minutes, Scale includes 2,000, and Enterprise is custom. Free and Starter do not include voice. See Voice.
How voice minutes are counted
Voice usage is measured in active speaking time only, across your workspace, per calendar month (UTC).
- What counts: the seconds a visitor is actually speaking (measured per utterance from speech start to speech stop, minimum 1 second), plus the seconds of speech your AI generates in reply (estimated from the spoken text at a natural speaking rate, minimum 1 second per segment).
- What never counts: silence while the microphone is open, AI "thinking" or processing time, network delays, time the voice screen sits idle, and voice previews you play in the dashboard.
- Interruptions: AI speech counts when it is generated. If a visitor interrupts, the AI stops generating new speech right away. Only what was already generated counts. Muted replies generate no speech and count nothing.
- Abandoned sessions: nothing accrues after the last captured or generated speech.
- Rounding: usage is tracked in whole seconds and shown in minutes. A single voice conversation is capped at 60 minutes of combined speech.
At the cap
A voice conversation already in progress is never cut off. When your workspace reaches its monthly allowance, in-progress conversations finish naturally and new voice sessions pause until the allowance resets on the 1st (UTC), unless you turn on overage.
Voice overage (opt-in)
On Growth and Scale you can turn on voice overage so voice keeps working past your included allowance. Overage is billed monthly in arrears at $0.10 per additional minute, and you can set an optional monthly budget that caps the maximum overage charge. It is off by default and enabled per workspace in billing settings. We never bill voice overage unless you turn it on.
AI Action calls
Each run of an AI Action counts as a call. Growth includes 1,000 per month, Scale includes 10,000, and Enterprise is unlimited. Free and Starter do not include AI Actions.
Approaching a cap
When you cross 80 percent of a metered limit, the workspace owner gets an email so there are no surprises. Meters on the billing page turn from green to amber as you get close, and red at the limit.
Hitting a cap never deletes anything and never takes your widget down. Text chat keeps working; only voice pauses new sessions at its cap (and even then, an active call always finishes, and overage can keep voice running, as covered above). When you are regularly near a limit, that is the signal to move up a plan. See Plans.