Your plan includes a number of AI messages each month. When they run out, the assistant stops replying.
What happens
- Your dashboard shows Your account is paused.
- Customers see “This chat is paused, the business needs to upgrade to keep responding”.
- You get an email titled “Your chatbot has paused, upgrade to keep responding”.
Nothing is deleted. Messages customers send are still delivered and waiting in Conversations, and you can reply to any of them yourself right now.
Start replying again
Two options.
Upgrade. Go to Settings, then Billing, and pick a bigger plan. Replies resume immediately, and you are only charged the difference for the rest of the month.
Wait for the reset. Your allowance refills at the start of your next billing period. Reply by hand until then.
Where the messages went
Open Settings, then Usage, to see the numbers. Then open Conversations and look at what actually happened. Before upgrading, it is worth checking for these:
One question asked constantly. If dozens of people ask the same thing and get a long back and forth, adding a clear common question can turn six messages into one.
Conversations that go in circles. When the assistant cannot answer, it can spend several messages failing. Turn on human handoff so it hands over early rather than trying repeatedly.
Suggested replies used heavily. They are good for engagement, but they do encourage longer conversations. If you are tight on messages, that toggle in Customize, on the Chat Settings tab, is one place to save some.
Plan sizes
| Plan | AI messages per month |
|---|---|
| Free | 100 |
| Starter | 2,000 |
| Growth | 8,000 |
| Scale | 30,000 |
A typical conversation is four to eight messages, so Starter covers roughly 250 to 500 conversations a month.
What to do next
See Check your usage to keep an eye on it.