2. Conversation allowances

Conversation counts and AI credits measure different things. A conversation can exist without spending a credit, and current plans do not set a separate monthly allowance for human conversations.

Use this guide to understand the webchat conversation limit; use Billing to review AI credit consumption.

Webchat conversation limit

Webchat permits up to three active conversations in the relevant customer and channel scope. Snoozed threads remain active for this limit. Anonymous access is scoped to the widget session; authenticated access can see the contact's channel history. Close finished interactions rather than opening duplicate threads to continue the same issue.

Other channels

WhatsApp and email do not use that webchat open-conversation cap. They have their own channel and sending controls. Starting another thread also does not bypass AI daily limits or a contact block.

Conversation counts and credits

• An AI conversation can use several paid windows over time.
• A human-only conversation can exist without an AI credit charge.

This is why report counts do not directly match the Billing credit balance.

Reaching the limit

If the widget says the open-conversation limit has been reached, review its existing conversations and continue an appropriate open one. Ask your team to close completed threads. Do not delete useful history simply to make a report count smaller.

Related guides: Credit windows, Statuses, Reports.