Conversation limits and what happens at your cap
You want to know what happens when you reach your plan's conversation limit.
Each plan includes a conversation allowance. The system is designed so you never get a surprise bill for going over.
What happens at your cap
- When you reach your plan's conversation limit, the agent routes new shoppers to your team instead of handling them itself.
- There's no overage charge — you're never billed extra for exceeding the cap.
- Shoppers who hit the cap see a lock panel with your message and contact channels, so they still have a way to reach you (you control this copy in Security Restrictions).
To raise your allowance, upgrade your plan.
Troubleshooting
- Agent stopped handling new conversations → you may have reached your cap → check your usage; upgrade if you need more headroom.