The plan defines how many conversations AI employees hold each month. Credits add conversations on top of the plan. The plan and credits belong to the business, not to the account.
Where to find it
Open the business menu (the arrow next to the business name in the top bar) → “Plan and billing”. On a phone: “Menu” → “Plan and billing”.
What the page shows
- “Now” — the business's current plan. A new business starts with a trial period: it will say “Free trial” here.
- “Plans” — plan cards describing what each plan includes. The current plan is marked “Your plan”.
- “AI conversation consumption” — how many conversations are used and left, when the allowance renews, where conversations are taken from now and when the nearest credits expire.
- “AI usage history” — every counted conversation: customer, channel, time and source.
- “Additional credits” — credit packs. One credit is one AI conversation on top of the plan.
In test mode a note at the top of the page says that no money is charged. If plan limits are not applied yet, the note says so too: conversations are counted, but AI is never stopped. Until plan selection opens, the page shows only the current plan.
How AI conversations are counted
- A conversation is one customer's exchange in one channel in which an AI employee replied. It lasts 24 hours from the first AI reply: everything the customer writes during that day is the same conversation.
- If AI replies more than 30 times in one conversation, each further 30 replies count as another conversation.
- The “New dialogue” button in the website widget does not start a new conversation within that day.
- Team replies, the test chat, “Setup assistant”, the “Suggest an answer” button in “Requests” and manual mode use no conversations. If AI hands the customer to the team right away, the conversation still counts.
- The monthly plan allowance is used first, then credits, starting with those that expire soonest. The allowance does not carry over to the next month; credits are valid for 12 months.
- The trial lasts 14 days and includes up to 100 AI conversations.
When conversations run out
- At 80% of the allowance a warning appears in the app and the owner receives an email.
- When both the allowance and credits are used up, AI only continues conversations already in progress. New customers go to “Requests” for the team to answer, and the customer sees that the request was passed to the team.
- The owner can buy credits or switch to a higher plan, and AI starts answering new customers again.
How to change the plan
- Open “Plan and billing”.
- In the “Plans” block, choose a suitable card.
- Click the “Switch to …” button with the plan name.
When the plan is activated, a message about it appears at the top of the page. On your own, you can only switch to a higher plan. Switching to a lower plan is not available yet.
How to buy more credits
- In the “Additional credits” block, choose a pack.
- Click “Buy”.
You can buy more credits after choosing a plan. Until a plan is chosen, the page shows the caption “You can buy more credits after choosing a plan.”
Good to know
- Only the Owner chooses the plan and buys credits. Other members see the page without buttons and the caption “The business owner chooses the plan.”
- If you have several businesses, the plan is chosen for each of them separately.
- Some plans can be changed only by agreement with the ReceptionWorks team. Instead of a button, they have a caption saying so. The terms of an individual plan are agreed in the same way.
- The payment procedure may change before launch. The current terms are always shown on this page.