# Usage and limits

What the conversation counter measures, when it resets, and what each plan includes.

## What counts as a conversation

A conversation is one visitor's chat with the assistant. It counts once, when the assistant delivers its first answer, no matter how many questions follow in the same chat. If a visitor asks more than 25 questions in one chat, each further block of 25 questions counts as another conversation.

- **Counted:** Chats where the assistant delivered at least one answer — including answers served from cache and rejection messages from blocked patterns or prompt-injection protection.
- **Not counted:** Visitors who load the page without asking anything; chats handed straight to your team via handoff (the visitor asked for a human and got the email form instead of an AI answer); questions blocked by the quota; answers that failed mid-generation.

The widget starts a new chat when the visitor moves to another page, so questions asked on two different pages count as two conversations. Cached answers count — the counter tracks visitor traffic, not our infrastructure cost.

## When the counter resets

The counter resets to zero when your subscription's monthly invoice is paid — that's the start of your billing cycle, not the calendar month. So if you signed up on the 14th, your counter resets on the 14th of each month. You can see the current count in your dashboard at any time.

## What happens at the limit

When you reach your monthly conversation limit, the widget stops starting new conversations until the next billing cycle. Visitors already mid-conversation can finish. New visitors who try to write see a polite notice:

> "This assistant has reached its monthly conversation limit. Please contact us directly."

Existing conversations remain visible in your dashboard. To restore service immediately, upgrade your plan from the billing page — the higher limit takes effect right away and the counter behavior resumes.

## Plans and limits

Each plan caps several things at once. Full pricing details are on

| Plan | Conversations/mo | Sites | Documents + articles | Team members |
|---|---:|---:|---:|---:|
| Starter | 300 | 1 | 10 | 1 |
| Pro | 1,500 | 5 | 50 | 3 |
| Business | 5,000 | 20 | 200 | 10 |

## Upgrading and downgrading

Upgrades take effect immediately and the new monthly limit applies to the rest of the current billing cycle (we don't reset the counter on upgrade — you carry over what you've already used). Downgrades take effect at the end of the current cycle, so you keep the higher allowance you've paid for. You can change plan from the billing page in your dashboard at any time.