> For the complete documentation index, see [llms.txt](https://converso.gitbook.io/product-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://converso.gitbook.io/product-documentation/communications/conversations/how-conversations-are-billed.md).

# How conversations are billed

Your plan includes a set number of conversations each month. This page explains what counts as one conversation, what does not count at all, and what happens when you reach your limit.

### What counts as one conversation

A conversation starts the moment your AI agent sends its first reply to a customer. It then covers a 24-hour conversation window from that reply.

Everything that happens in that chat during the 24-hour conversation window is included in the same conversation. The number of messages makes no difference.

### When a new conversation starts

If the same customer messages again after the 24-hour conversation window has passed, and your agent replies, that is a new conversation with a new window.

The window runs from your agent's first reply, not from midnight and not from the start of a calendar day. A window that opens at 15:00 on Tuesday closes at 15:00 on Wednesday.

The subject does not matter. If the same customer returns the next day about the same issue, it is counted as a new conversation.

### Examples

**One conversation**

| Time      | What happens                     | Counted                           |
| --------- | -------------------------------- | --------------------------------- |
| 09:00 Mon | Your agent sends its first reply | Conversation starts. Window opens |
| 11:00 Mon | Your agent sends 20 more replies | Same conversation                 |
| 08:00 Tue | Your agent replies again         | Same conversation                 |
|           |                                  | **Total: 1**                      |

**Two conversations**

| Time      | What happens                     | Counted                            |
| --------- | -------------------------------- | ---------------------------------- |
| 09:00 Mon | Your agent sends its first reply | Conversation starts. Window opens  |
| 15:00 Tue | Your agent replies again         | New conversation. New window opens |
| 20:00 Tue | Your agent replies again         | Same as the 15:00 one              |
| 14:00 Wed | Your agent replies again         | Same as the 15:00 one              |
|           |                                  | **Total: 2**                       |

The second conversation starts at 15:00 on Tuesday, when your agent next replied - not at 09:00 when the first window closed.

### What does not count

**Replies from your team.** Messages sent by a human agent are never counted and never open a conversation window. If your team handles a chat and the AI never replies, nothing is counted.

**System messages.** Notifications, typing indicators and automatic acknowledgements are not counted.

**Handoffs.** If your agent replies and a human colleague then takes over, that stays as one conversation. Handover does not open a new window.

### Channels

Conversations are counted the same way on webchat, WhatsApp and agent-to-agent connections.

At present each channel is counted separately, so the same person contacting you on webchat and then on WhatsApp counts as two conversations.

### Your monthly allowance

Your allowance resets at the start of each plan month.

We notify you when you reach 80%, 90% and 100% of your allowance, so you have warning before anything stops.

### When you reach your limit

Your AI agent stops replying to new conversations. It does not stop mid-conversation: any 24-hour conversation window already open runs to the end as normal.

Your inbox is never blocked. Your team can carry on replying to every conversation, exactly as usual.

To start new AI conversations again, upgrade your plan or wait until your allowance resets. The reset date is shown in the app.