Convi bills you per AI resolution — one conversation the AI handled without human handover. This article explains how the subscription works, what happens when you hit your cap, and how upgrades and downgrades are billed.
In this article
The billing primitive — AI resolution
Subscription billing through Shopify
The cycle and resolution limit
What happens when you hit the limit
Early-warning banners
Upgrading mid-cycle
Downgrading mid-cycle
Refunds and cancellation
Where to read your usage
The billing primitive — AI resolution
From the in-product FAQ:
"An AI resolution is counted when the AI fully handles a customer conversation without needing human handover. Multiple messages within one conversation count as a single resolution."
So a conversation with one assistant message and a conversation with twelve assistant messages count the same — 1 resolution. A conversation that hands over to a human is 0 resolutions (it doesn't count against your plan).
See FAQ: What counts as an 'AI Reply'? for the difference between AI resolutions, AI replies, and AI conversations.
Subscription billing through Shopify
Convi runs on Shopify's billing API. That means:
The Convi subscription appears on your Shopify invoice, not a separate Convi invoice.
Confirmations, charges, and refunds go through Shopify's billing flow.
You don't enter card details in Convi — Shopify handles payment.
Cancellation works through Shopify's app subscription model.
The cycle and resolution limit
Each plan has a monthly cycle with an included resolution limit:
Plan | Monthly AI resolutions |
Starter | Up to 50 |
Growth | Up to 150 |
Scale | Up to 350 |
Enterprise | Unlimited |
The Home → Plan usage card shows your current usage and how many days remain in the cycle:
"AI conversations this cycle — {N}% used · resets in {N} days"
The cycle starts on the day you subscribed (or last changed plans) and resets monthly on the same date.
What happens when you hit the limit
When you exhaust your included resolutions, Convi pauses the AI on new conversations and hands them over to your team. From the limit-reached banner on Home:
"You've hit your monthly AI conversations cap. You've used all {N} AI conversations on the {plan} plan. New shoppers are now handed over to your team. Upgrade for more conversations or wait {N} days for the cycle to reset."
Specifically:
New conversations route directly to Conversations with the Needs you badge.
Existing conversations the AI is already in keep running.
The widget itself stays online — shoppers can still chat, but a human takes the lead.
Your options at that point:
Upgrade in Settings → Plan — the new plan's cap kicks in immediately. The AI resumes on new conversations.
Wait for the cycle to reset — the date is shown on the banner.
Handle conversations manually in Conversations until the cycle resets or you upgrade.
ℹ️ Note: Enterprise is unlimited — no caps on AI conversations. If your shop's volume regularly exceeds Scale (350/month), Enterprise removes this entirely.
Early-warning banners
Before you actually hit the limit, Convi surfaces an early warning so you can decide before it bites:
"You're approaching your AI resolution limit — You've used {used} of {limit} AI resolutions this cycle. Upgrade to {nextTier} for ${price} to keep room to grow."
The CTA jumps you to Settings → Plan with the recommended tier highlighted. Acting on this is usually cheaper than scrambling at 100%.
Upgrading mid-cycle
When you upgrade in the middle of a cycle:
The upgrade takes effect immediately — new plan's features and resolution cap available right away.
Shopify handles proration — you're charged the prorated difference for the rest of the current cycle.
Your cycle date doesn't shift; you continue on the same monthly schedule.
Resolutions you already used in the current cycle continue to count; the new cap applies on top.
Downgrading mid-cycle
Downgrades behave differently:
Downgrade to a lower paid plan — scheduled for the end of the current cycle unless the confirmation dialog explicitly says "This downgrade will take effect immediately." You keep full access until the change date.
Downgrade to Free — also scheduled for the end of the cycle. You keep full access until then, then the widget is removed from the storefront.
You can cancel a scheduled downgrade anytime before it takes effect — see How to Upgrade, Downgrade, or Cancel Your Plan.
Refunds and cancellation
From the pricing FAQ:
"Absolutely. You can upgrade, downgrade, or cancel at any time. Upgrades take effect immediately. Downgrades to Free are scheduled for the end of your billing cycle. No contracts or cancellation fees."
A few specifics:
No long-term contracts. Monthly or annual, you can cancel at the cycle boundary.
No cancellation fees.
Refunds for partial cycles are handled by Shopify's billing policy — for edge cases (accidental upgrade, billing error), contact Convi support and we'll work with you.
Annual subscriptions carry an upfront commitment for the year. Cancelling mid-year drops you to Free at the end of your annual term.
Where to read your usage
Three places, in order of detail:
Home → Plan usage card — at-a-glance percentage + reset date.
Settings → Plan → Status bar — same usage with more context (current plan, billing cycle, days remaining).
Settings → Plan → Usage meter — the visual meter showing how close you are to your cap.
If you want a deeper breakdown of where resolutions went — by topic, by ability, by page — head to Analyze → Overview and switch the line chart to AI resolution.