Plan conversations

A plan conversation starts when a customer with no open conversation writes to your AI Seller or receives a WhatsApp template you sent, and ends after 24 hours without activity. It is counted per conversation, not per person: a customer who writes on Monday and comes back on Wednesday adds 2 conversations.

When it is counted

A conversation is taken from your plan when your AI seller replies to a customer or when a WhatsApp template reaches your customer. Your customer's messages alone do not count: if your seller is paused and only your team replies, that conversation is not counted.

How long it lasts

The 24 hours run from your customer's last message, not from your seller's replies. As long as your customer keeps writing within that time, it is the same conversation. If you sent a template and they reply within 24 hours, it is the same one too.

Examples

What happens	Conversations
A customer writes on Monday and your seller replies	1
The same customer writes again 5 hours later	1, the same one
The same customer comes back on Wednesday	2
The same customer writes on WhatsApp and on Instagram	2
A campaign template reaches them and they do not reply	1
A template reaches them and they reply within 24 hours	1, the same one
The template is not delivered	0
Your seller is paused and only your team replies	0
You try your seller in Test your seller	0

A WhatsApp template that reaches a customer with no open conversation, for example in a campaign, starts a conversation from your plan, whether they reply or not. If a conversation is already open, it does not add another, and if the template is not delivered, it does not count. This is separate from the message cost WhatsApp charges.

Channels

Comments

Replying in the comment is free; replying by direct message uses 1 conversation from your plan. TikTok does not allow automatic direct messages: there, the reply in the comment invites the person to message you directly.

The order they are used in

Each month, courtesy conversations are used first, if you have any (for example, from a referral), then your plan's, then your packages' and, last, extra conversations. Courtesy conversations expire at the end of the cycle in which you got them.

Each month’s quota

Your conversation quota resets every month, also if you paid for a 3, 6 or 12-month plan.

Conversations you don't use in a month do not carry over to the next month.

With a yearly plan you don't get all the conversations at once: even if you pay the year upfront, they are delivered month by month, just like a monthly plan.

Where you see how many you have used

In Plans you see your Conversations used in the current period of your plan, out of the total and as a percentage. If you use extra conversations, you also see how many and their price.

When you reach 90 % of your plan's conversations, the dashboard lets you know.

What happens at 100% →