A Flow (formerly chatbots) conversation is any conversation that was started, finished, or joined by a Flow. It's also the billing unit you'll see 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 to keep track of your monthly limit.
We've broken the article into a few sections:
What is a Flow conversation?
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.
How a Flow conversation works
Here's the typical flow when a visitor uses your Flow:
A visitor arrives on your website and the Flow is triggered.
The visitor clicks through the Flow 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 Flow" (1).
In your Flow statistics, it's counted as "Resolved by Flow" (2).
A live example of a Flow conversation:
How a normal conversation works
A normal (non-Flow) conversation happens when the visitor bypasses the Flow and writes directly to your team:
A visitor arrives on your website and the Flow is triggered.
The visitor ignores the Flow 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 Flow 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 Flow conversations remaining for the current month is visible in your Flow dashboard.
💡 Note: 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.
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?
Flow — full overview of how Flows work and how to build one.
Flow Actions — extend the Flow with data collection, tags, and handover.
Flow conditions — full reference for targeting options.
Flow insights — measure how visitors interact with your flows.
Multi-language Flows — run separate Flows per language.
Welcome message and handover — guide visitors smoothly from Flow to a live agent.
💡 Need more help? Contact our support team — we're happy to assist!