Message limits explained

Each plan includes a monthly message allowance:

• Starter — 5,000 messages/month
• Business — 15,000 messages/month
• Enterprise — 45,000 messages/month

What counts as a message?

A "message" is one bot reply. So if a visitor sends 4 messages and the bot replies to each, that's 4 messages used.

What does NOT count

• The visitor's message (only the bot's reply counts)
• Replies generated by rules.py (no LLM call = no message used)
• The bot's greeting (the very first hello)
• Test messages from your Test bots dashboard
• Admin or staff messages sent from Live tracking → Take over

When does the counter reset?

On the 1st of each calendar month, at 00:05 UTC. Cron runs automatically.

What happens at 100%?

Once you hit your limit, the bot sends a fallback reply ("I'm unable to chat right now — please email...") for the rest of the month. Existing conversations don't break, but new replies don't go out.

You'll see a red warning banner on your dashboard at 100% used and a yellow warning at 80%.

How to extend

Two options:

1. Upgrade your plan in Dashboard → Billing. The new limit applies immediately. No proration of unused messages.
2. Add rules in rules.py to handle FAQs without the LLM. See Recipe: FAQ shortcuts.

Checking your usage

Dashboard → Overview shows current usage and percentage. The number updates after each bot reply.

Edge cases

• If the LLM call fails (DeepSeek down, etc), the bot returns a fallback reply but no message is counted — you only pay for successful replies.
• If you delete and recreate your account, the counter resets but so does your billing cycle.