AI conversations
How AI agent conversations are counted, when they reset, and what happens at the limit.
Every plan includes a number of AI conversations per month. It decides how many customers the AI agent can reply to.
See this month's usageWhat's a conversation?
One conversation = one customer talking to you, with the AI agent replying, within 24 hours. However many messages they send in those 24 hours, it counts once. If they come back after the 24 hours are up, it counts as a new conversation.
| Situation | Counted? |
|---|---|
| A new customer messages on WhatsApp and the AI replies | One conversation |
| The same customer sends 30 messages the same day | Still one conversation |
| The same customer comes back two days later about another unit | A new conversation |
| Your team replies and the AI is paused in that chat | Not counted |
| The AI hands over to the team without sending a reply | Not counted |
| The AI hits a technical problem and sends nothing | Not counted |
| Suggest a reply with AI and Summarize in the inbox | Not counted |
| Testing the agent in the dashboard | Not counted |
When does it reset?
AI conversations reset on the 1st of every month, Cairo time, whatever your billing date. Unused conversations don't roll over.
Track your usage
In Settings → Plan & billing, under This month's usage, the AI conversations meter shows how many you've used against your plan's limit (plus any extra conversations you added this month).
Owners and managers are also alerted:
- At 80%: one notification per month, and a banner at the top of the dashboard with your usage.
- At 100%: a notification that you've run out, and a red banner at the top of the dashboard.
When you reach the limit
No message is lost
At the limit, the AI agent pauses and new chats go to your team. Customer messages still arrive in Conversations, marked Needs you, with the handoff reason AI conversations used up for this month.
A conversation already counted in the last 24 hours before you hit the limit keeps getting AI replies until its 24 hours are up.
To get the AI replying again before the 1st, you have two options:
- Request +100 AI conversations from Add-ons. The pack is for the current month only. See Add-ons.
- Upgrade to a bigger plan from Plan & billing. See Plans.
The numbers are in the app
The number of conversations in each paid plan is shown in Settings → Plan & billing. The free trial includes 50 conversations.