What Counts as a Chat Conversation

Your plan includes a monthly chat conversation limit. Here is how conversations are counted.

When a Chat Is Counted

A chat conversation is counted when a visitor initiates a chat session and the session ends. This includes:

• Answered chats - A visitor starts a chat and an agent (or AI chatbot) responds
• Missed chats - A visitor starts a chat but no agent responds before the timeout
• Offline messages - A visitor submits an offline message when no agents are available

In short, any interaction where a visitor engages with the chat widget counts as one conversation.

When a Chat Ends

A conversation ends when:

• The visitor closes the chat window
• The agent closes the chat
• The chat times out (no response within the configured timeout period)
• The visitor leaves the page without interacting further

What Does Not Count

• Page views where the widget appears but the visitor does not interact with it
• Proactive popup invitations that the visitor dismisses without responding

How Counts Are Tracked

Chat counts reset on the first day of each calendar month. You can view your current month's chat count in the Dashboard.

Plan Limits

What Happens at the Limit

If you approach or reach your monthly chat limit, you will be notified. Consider upgrading to a higher plan if you consistently reach your limit. Contact support or visit the Billing page to upgrade.