Plans, billing and usage

Every plan has every feature, with two exceptions: voice and phone calls, and emailing your team about new leads, are on the paid plans. Otherwise plans differ in monthly allowances, team seats and support, and paid plans bill only what you use beyond their allowance. You manage all of it under Plans & Billing in the dashboard.

The plans

The small "Powered by PepoChat" line on the widget is shown on every plan.

Everything else, from integrations and custom actions to booking, meeting memory and analytics, is on every plan, including the Slack card and webhook for new leads.

What counts as an AI reply

An AI reply is one answer the agent generates in a visitor conversation. Messages your team sends from the inbox, the greeting, and system messages do not count, and test chats from Test the agent are free. On the paid plans, voice and phone calls draw on the same allowance; the section below has the arithmetic. When a Free workspace reaches its 100 replies for the month, new conversations are handed to the team inbox with a friendly message rather than failing; the agent resumes on the first of the next month.

Overage on paid plans

On Starter, Growth and Scale, replies beyond the monthly allowance keep flowing and are billed at $39 per 1,000 on your next invoice, the same rate as Starter's included replies. Once a workspace is regularly in overage the next plan up is cheaper: Growth from about 3,800 replies a month, Scale from about 14,000. Usage is reported as it happens, and the meters on the billing page show where you stand during the month.

Voice and phone calls

Voice and phone calls are on Starter, Growth and Scale. On Free, the Voice & phone page shows one card, Voice calls are available on the paid plans, with a See plans button, and the widget never shows a call button.

Calls have no separate credits and no per-minute fee of their own. One started minute of a call, in the widget or on your own phone number, counts as 6 AI replies on the monthly allowance, and past the allowance those replies are billed at the usual $39 per 1,000.

How a call is counted:

• The call's length is rounded up to whole minutes and multiplied by 6. A call of 3 minutes 20 seconds is 4 minutes, so 24 replies. A 45-second call is 1 minute, 6 replies.
• Calls shorter than 5 seconds, where nobody really spoke, are free. So are test calls from the dashboard.
• Replies spent on calls and replies spent on chat share one meter, so a month of heavy calling leaves less for chat. The Status card on Voice & phone shows this month's call minutes and the replies they used.
• The limits on calls at the same time and calls per day cost nothing; they protect your allowance and can be lowered on the Voice & phone page.
• Phone calls also carry your carrier's own charge for the line, billed by Twilio or your SIP provider, not by PepoChat.

Worked example on Starter: 500 chat replies and fifty 4-minute calls in a month use 500 + 50 × 24 = 1,700 replies. The first 1,000 are in the plan; the remaining 700 cost $27.30 on the next invoice. See Voice and phone calls for the call settings themselves.

Monthly or yearly

Yearly billing is ten months' price for twelve months, two months free. The Plans & Billing page has a Monthly / Yearly toggle; the plan cards and the extra-seat price update with it. Extra seats on a yearly plan are $150 per seat per year.

Extra seats

Starter includes 3 members and Growth includes 10. When you need more, buy extra seats from the seat card on the billing page; they follow your billing cycle and are prorated when you add or remove them mid-cycle. The Free plan is single-member.

Upgrading, downgrading and switching interval

1. Open Plans & Billing

   Click Plans & Billing in the sidebar. Your current plan, allowance meters and knowledge base usage are at the top.

2. Choose a plan and interval

   Pick Monthly or Yearly, then click the plan you want. If you have no subscription yet, a secure checkout opens. If you already subscribe, the change is applied to your existing subscription and prorated immediately.

3. Confirm

   The billing page reflects the new plan as soon as the payment provider confirms it, usually within seconds.

Downgrading to Free keeps your knowledge base, conversations and settings; the limits change, voice and phone calls stop, and the widget's call button disappears.

Invoices, payment method and cancellation

Manage billing on the billing page opens the payment provider's portal, where you can download invoices, update the card, and cancel. A cancelled subscription stays active until the end of the period you paid for and then returns the workspace to the Free plan.

Usage meters

The billing page shows, for the current month: AI replies used against the allowance and any overage (including the minutes of voice and phone calls they contain), knowledge sources and knowledge base text against the plan's caps, help articles, and members against seats. The same numbers drive the warnings you see in the Knowledge Base when a cap is near.