A Flow (formerly chatbots) conversation is any conversation that was started, finished, or joined by a Flow. On older plans, it's also the billing unit counted in your monthly quota — once a visitor interacts with the bot, that counts as one Flow conversation. This article explains how Flow conversations differ from normal ones and how the monthly limit works on older plans.

We've broken the article into a few sections:

A Flow conversation is any conversation where the Flow 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 Flow, that's a normal conversation, not a Flow conversation.

Here's the typical flow when a visitor uses your Flow:

A live example of a Flow conversation:

A normal (non-Flow) conversation happens when the visitor bypasses the Flow and writes directly to your team:

A live example of a normal conversation:

On the current plans, Flow conversations are unlimited. A monthly Flow conversation limit applies only to older (legacy) plans such as STANDARD and 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.

On older plans, the number of Flow conversations remaining for the current month is visible in your Flow dashboard. To monitor your chatbot usage, navigate to Dashboard → Statistics and set the desired date range to view the total number of chatbot conversations. For live chat usage, go to Statistics, apply a date range filter, and optionally filter by conversation type to refine your results.

💡 Note: On older plans, purchasing additional Flow 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. 💡 Note: Prices for additional chatbot conversations are not displayed as fixed bundles (e.g., +50/+100/+150). Instead, the exact price appears dynamically in your account’s Billing section after selecting the desired number of conversations. Pricing may vary depending on your currency and payment plan.

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. 💡 Note: If you reach your chatbot conversation limit, the chat box remains visible on your website, but chatbot automation will stop triggering. Visitors will not receive automated responses until additional chatbot conversations are purchased. However, they can still see the widget, though automation will be paused.