How does the monthly messaging limit work?How are messages generated using different AI models counted?How does the “training characters” limit work?What if I need my chatbot to use more messages than the maximum plan currently offers?Does the messaging limit apply if I provide my own OpenAI or OpenRouter key?I made a purchase, but the invoice came from “Lemon Squeezy” or “Paddle”?How do I know which plan I need? How to estimate credit usage?What happens when my account goes over the limits?Can my chatbot(s) get deactivated?What happens when my chatbot gets deactivated?Will my chatbot get deactivated if I exceed monthly messaging quota but add my own OpenAI API key?What is the refund policy?Does using integrations like Shopify or WooCommerce API consume training characters?What payment methods are accepted?
How does the monthly messaging limit work?
Your plan has a specified allowance of messages that you can use per month. This limit applies per account - not per chatbot. So for example, if your account has “5000 messages/mo” limit, you can have one chatbot use up all 5000 messages in a month or multiple chatbots that share the allowance. Your choice!
How are messages generated using different AI models counted?
Each model consumes a different number of messages from your monthly quotas. For example, GPT 3.5 has a 1x message multiplier and GPT 4 has a 20x message multiplier. See this page a full breakdown of model pricing.
You can change the model in the chatbot settings and provide your own OpenAI or OpenRouter API key if you wish to control the cost yourself. You can see the usage and cost breakdown between models in the Account section of your dashboard.
How does the “training characters” limit work?
Your plan has a specified allowance of characters (amount of text) that can be used for training your chatbots. This limit applies per account - not per chatbot - and is the total amount of knowledge that all your chatbots have access to at any time. You can reclaim the training allowance simply by deleting some sources. This means that you can train your chatbots as many times as necessary, until you're satisfied with the results - without worrying about the usage!
What if I need my chatbot to use more messages than the maximum plan currently offers?
You can provide your own OpenAI API key to go over the monthly messaging limits. Or, contact our sales team for a plan tailored to your needs.
Does the messaging limit apply if I provide my own OpenAI or OpenRouter key?
If you provide your own OpenAI API key for the chatbot then all messages are sent using your key and those messages do not count to your monthly messaging limit. If you provide a key to all chatbots then effectively the messaging limit does not apply to your account at all.
I made a purchase, but the invoice came from “Lemon Squeezy” or “Paddle”?
All of our transactions are handled by our Merchant of Record, Paddle (or our old provider, Lemon Squeezy) - a US company. They provide services related to payment processing, compliance with international taxation. This means, that you should use their business information (address, tax ID, VAT etc) for your accounting.
How do I know which plan I need? How to estimate credit usage?
The easiest way to start evaluating the cost is answering the question: how many people will use your chatbot?
On average, currently we see ~2.5 messages sent per visitor. If you have a website which attracts 100 visitors daily and each of them has an ‘average’ conversation, the usage looks approximately: 30 days x 100 visitors x 2.5 messages = 7500 messages/mo.
In reality not every visitor interacts with the chatbot but this should give you an idea how to approach the estimation.
You can always start with the free trial and based on it evaluate your future usage!
What happens when my account goes over the limits?
Your account may go over the limits due to increased usage (congratulations!) or due to a plan downgrade. You will receive an email notification informing you about this fact. If your account continues to exceed the quotas after 48 hours, we will automatically disable all active chatbots until necessary adjustments are made (eg. an upgrade to higher plan, removal of resources over limit etc). Examples of what counts as going over limits:
- Exceeding the count of chatbots, training characters or messages in a month
- Using premium features not available after downgrading (eg. using “Remove Chatwith branding” feature on a free plan)
Can my chatbot(s) get deactivated?
Yes, if you’re on a free plan and your chatbot has not been used for a month (no messages have been sent) then it will be deactivated. Your chatbot may also get deactivated if your account goes over plan limits (see above).
What happens when my chatbot gets deactivated?
If your chatbot gets deactivated it disappears from the websites it was installed on, cannot be accessed using a link nor API until becomes active again. If a chatbot is inactive for over a month then it may get deleted to free up the resources.
Will my chatbot get deactivated if I exceed monthly messaging quota but add my own OpenAI API key?
No. If you exceed only messaging limits in the current billing period but add your own OpenAI API key (given you’re on the Business plan) then your chatbot with the key will not be deactivated. The rest of your usage (eg. training characters) must stay under limit for this to apply.
What is the refund policy?
At the moment we do not offer refunds. You can try the product for free before signing up for a paid plan, therefore there is no need for issuing refunds.
Does using integrations like Shopify or WooCommerce API consume training characters?
No! If you use our Actions (eg. a Shopify integration or Webhooks) then the training characters are not used. The chatbot can get the data directly to the API. Training characters are used only if you add sources in the ‘Knowledge’ section.
What payment methods are accepted?
Our provider supports card payments for monthly subscriptions (Visa, Mastercard, American Express, Discover, Diners Club, JCB and China UnionPay from customers worldwide).
Additionally, we can offer alternative payment methods for a yearly Business plan: US Bank debits (ACH), PayPal, Apple/Google Pay, Alipay and others. Please contact support at support@chatwith.tools for details.