A chatbot conversation is any conversation that was started, finished, or joined by a chatbot. It's also the billing unit you'll see in your monthly quota — once a visitor interacts with the bot, that counts as one chatbot conversation. This article explains how chatbot conversations differ from normal ones and how to keep track of your monthly limit.
We've broken the article into a few sections:
What is a chatbot conversation?
A chatbot conversation is any conversation where the chatbot was active — meaning it started the conversation, finished it, or joined at some point. If a visitor contacts you with a direct message and never interacts with the chatbot, that's a normal conversation, not a chatbot conversation.
How a chatbot conversation works
Here's the typical flow when a visitor uses your chatbot:
A visitor arrives on your website and the chatbot is triggered.
The visitor clicks through the chatbot buttons to find the answer they need.
After finding it, the visitor closes the chat box and leaves the site.
In your SmartHub, this conversation appears with the label "Joined by chatbot" (1).
In your chatbot statistics, it's counted as "Resolved by chatbot" (2).
A live example of a chatbot conversation:
How a normal conversation works
A normal (non-chatbot) conversation happens when the visitor bypasses the chatbot and writes directly to your team:
A visitor arrives on your website and the chatbot is triggered.
The visitor ignores the chatbot buttons and types a message instead.
In your statistics, this conversation is labeled "Escalated to human" (3).
A live example of a normal conversation:
Monthly conversation limits
Every month you have a chatbot conversation limit included in your SOLO, PLUS, and EXPERT plans (Legacy: STANDARD, PRO). You can check your current monthly limit in your billing section, and if you need more, you can upgrade it from the same place.
The number of chatbot conversations remaining for the current month is visible in your chatbot dashboard.
💡 Note: Purchasing additional chatbot conversations works the same way as adding extra agents — the package auto-renews every month. If you want to reduce it, you have to disable it manually in the billing section.
Alert: If you only want extra conversations for a single month, you must disable them in your billing section (1) before the auto-renewal date. Otherwise, the package renews automatically and your subscription is billed accordingly.
What's next?
Chatbot — full overview of how chatbots work and how to build one.
Chatbot Actions — extend the chatbot with data collection, tags, and handover.
Chatbot conditions — full reference for targeting options.
Chatbot insights — measure how visitors interact with your flows.
Multi-language chatbots — run separate chatbots per language.
Welcome message and handover — guide visitors smoothly from chatbot to a live agent.
💡 Need more help? Contact our support team — we're happy to assist!