When You Reach a Limit

A limit never makes your assistant disappear from your website. This page explains what happens at each limit, what your visitors see, and how to get going again.

Conversations

Conversations are the one limit with room to spare:

1. At 80% of the domain's monthly conversations, you get an email.
2. When the allowance is used, you get another email. The assistant keeps answering through a short grace margin, shown on the pricing page.
3. When the grace margin is used too, the domain's assistant becomes inactive for the rest of the billing period, unless you buy a top-up or upgrade.

What visitors see

An inactive assistant stays visible on your website and on your share link. Its message box is locked, and it shows:

• "The assistant is currently unavailable on this site."
• Your contact details from Official Contacts, so visitors can reach you directly, or a line asking them to contact the site if you have none.

It never mentions plans or billing to your visitors. It answers no new conversations, and a conversation that was already running stops at its next message.

Add your contact details in Official Contacts before you need them: they are what an inactive assistant offers instead of answers.

What you see

• The domain's plan usage, in its settings, reads Allowance used — grace period running during the grace margin, and Assistant inactive after it, with how many visitors were turned away this period.
• While the assistant is inactive, you get at most one email a day telling you how many visitors tried to chat.

Knowledge sources

Knowledge sources are a hard stop. When a domain holds as many sources as its plan allows, adding another shows Knowledge Source Limit Reached. Remove a source you no longer need, or upgrade.

Page processing

Page processing is a hard stop too, with no grace margin. When a domain has used its processings for the period, adding, re-processing, or syncing a source shows Page Processing Limit Reached. A sitemap batch stops with one message. Wait for the next period, buy a processing top-up, or upgrade. Removing sources does not give processings back.

Free domains

When every Free domain is in use, a new domain needs a paid space. See Domains & Spaces.

Top-ups

A top-up is a one-time pack that extends one paid domain's allowance for the rest of the current billing period. There are two kinds: a pack of extra conversations and a pack of extra page processings. Sizes and prices are shown on the pricing page and on the buttons.

To buy one, open Billing and find the domain in the Top-ups card, or use the top-up buttons in the domain's plan usage. Payment is by card. The allowance is added as soon as the payment is confirmed, usually within seconds.

Good to know:

• Paid domains only. A Free domain cannot buy a top-up; upgrade it instead.
• One period only. A top-up expires at the end of the current billing period, used or not. It is not recurring and does not carry over.
• It follows the space. If the domain leaves its space during the period, its top-ups pause, and count again as soon as it is back on a space in the same period.
• No refunds. See the Refund Policy.

The Top-ups card shows, for each paid domain, whether its assistant is Answering, Inactive — allowance used, or Inactive — no space, and what has been added this period.

Getting the assistant back

An upgrade raises the allowance too, but only in proportion to the days left in the billing period. Late in a period, a top-up is the surer fix. See Upgrade & Cancel.

An inactive assistant is not the kill switch

The Widget Kill Switch is your choice: it hides the widget on your website, and your share links keep working. An inactive assistant is automatic: the widget stays visible with a notice, and the share link is locked too.

Next step

To change your plan or spaces, continue to Upgrade & Cancel.