Understanding what counts as an "AI Reply" is essential for managing your Convi subscription and making the most of your plan. This metric is directly tied to your monthly billing and usage limits. This article clarifies exactly what constitutes a billable AI reply.
What is an AI Reply?
An AI Reply is any message generated and sent by the Convi AI assistant to a customer in the chat widget. This includes answers to questions, product recommendations, and responses from any of the AI's abilities.
ℹ️ Note: Not every interaction is a billable reply. Actions like the initial welcome message, predefined inquiry buttons, or messages sent by human agents do not count towards your monthly limit. |
What Counts as a Billable AI Reply?
A reply is counted when the AI processes a customer's message and delivers a response. Here are some common examples:
Answering a frequently asked question (e.g., "What is your return policy?").
Providing order status information using the Order Tracking ability.
Recommending a product using the Product Search ability.
Responding that it cannot answer a question.
What Does NOT Count as an AI Reply?
The following interactions are not considered billable AI Replies:
The initial welcome message that appears when a customer opens the chat widget.
Customer clicks on predefined inquiry buttons.
Messages sent by your human support agents during a conversation.
System messages, such as confirmation of a human handover.
💡 Tip: You can monitor your AI reply usage from the Home Dashboard in your Convi panel to stay informed about your current consumption. |
Managing Your AI Reply Limit
Each Convi plan includes a specific number of AI replies per month. If you exceed this limit, overage charges may apply depending on your plan. For more details on how this works, please refer to our articles on pricing and billing.
You can upgrade your plan at any time to get more AI replies and avoid overage fees. Visit the Pricing section in your Convi panel to manage your subscription.
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