How Conversations Are Counted

Your plan includes a number of conversations per month. This page explains exactly what counts as one, so the number is predictable.

One conversation is one chat room

A conversation is a single chat room, not a single message and not a single visit.

• Not per message. A visitor can send many messages in one conversation. That is still one conversation.
• Not per session. A visitor can leave and come back in the same chat room without it counting again.

Returning visitors are not double counted

When a visitor returns and continues an existing chat room, it is not counted as a new conversation. This is intentional: picking up where they left off should not cost another conversation. A new conversation is counted when a new chat room begins.

The monthly window

The conversation limit applies within your billing period. At the start of each period the count resets, so a new month starts fresh.

Checking your usage

Your usage against your plan is shown in your dashboard and on a domain's own settings, so you can see how many conversations you have used in the current period. See Usage Dashboard.

Next step

To change your plan or understand billing periods, continue to Upgrade & Cancel.