A conversation counts toward your plan when it ends with Convi answering the shopper, not your team. Your plan, and your free trial, include a number of these conversations. This article is for store owners checking what Convi bills them for.
Plans: every plan and the free trial · Where: Convi admin › Settings › Plan & billing, Home and Analyze · Who: the store owner
Which conversations count?
A conversation counts once, when it ends, if Convi is answering it then and not your team. In detail:
Several messages in one conversation count once, however many there are.
A conversation with Convi ends after 10 minutes without a message, when it is resolved, or when it reaches its length limit. A conversation with your team ends after 24 hours without a message.
If you give a conversation back to Convi with Give back to AI, and it then ends with Convi, it counts.
If Where handoffs go is set to Don't hand off, Convi keeps the conversation when a shopper asks for a person. It counts when it ends, like any conversation with Convi.
A shopper who opens the chat and writes nothing hasn't started a conversation.
Which conversations never count?
These conversations never count toward your plan or your trial:
conversations that are with your team when they end, even if Convi answered first;
test chats in the live preview, in Learn;
previews of your widgets.
What is an AI reply?
An AI reply is one message Convi sends. Analyze shows Total AI replies, the number of messages Convi sent, including in conversations it later handed over. AI replies are a measure of activity, and they aren't billed.
The table below compares the two numbers.
Number | What it counts | Where you see it | Billed |
AI conversations | Conversations that ended with Convi, not your team | Settings › Plan & billing (AI conversations this cycle), the count you're billed on. Analyze shows AI resolution by the same rule for the dates you pick, without Shopify POS conversations | Yes, beyond your plan's included conversations |
AI replies | Every message Convi sent | Analyze (Total AI replies) | No |
How many conversations count in this example?
In this example, only one of a store's three conversations in one day counts toward its plan:
Convi answers a shopper in 4 messages and the shopper leaves happy: 1 conversation, 4 AI replies.
Convi answers twice, then hands the shopper to the team, who end the conversation: 0 conversations, 2 AI replies.
The store owner tests a question in the live preview: 0 conversations.
The store's count goes up by 1 conversation that day.
Where do I see my count?
Settings › Plan & billing shows the conversations counted in your current cycle at the top of the Your plan card, for example "312 / 500 included", and Home shows the same card. The date under AI conversations this cycle is when the count resets. During the free trial, the Free trial card shows them as the conversations used out of your trial's total, including conversations still running.
Related
How billing works: included and extra conversations — what happens beyond your included conversations.
Convi's plans and prices — how many conversations each plan includes.
Hand over a conversation and take it back — take a conversation over, and give it back to Convi.