How Fynn is billed: included and extra AI conversations

Fynn is part of the Startup, Business and Enterprise plans. It runs on AI that Deskwoot manages (Claude Sonnet 5), so you need no API key of your own. This article covers what Fynn costs. Every detail of the counter, the banners and auto recharge is in AI conversations meter, overage, and auto-recharge.

What your plan includes

Plan	Included per month	Each extra AI conversation
Hacker (free)	10 (for Copilot, Fynn needs Startup)	Not available, upgrade to add more
Startup	50	$0.07
Business	100	$0.05
Enterprise	300	$0.03

Fynn and Copilot share these AI conversations. The counter starts again on the 1st of every month (UTC). Every new workspace starts with a 7 day trial of the Enterprise plan without a card, with its 300 AI conversations.

Fynn in conversations

A conversation counts the first time Fynn replies in it in a month. Every further reply from Fynn and every Copilot action in that conversation in the same month costs nothing more. A customer who asks one question and leaves counts 1 as soon as Fynn has replied. If Fynn has not replied yet, nothing counts.

Fynn in your help center search

Fynn also answers questions right in the search of your help center, from your articles, with sources (see Fynn answers in your help center search). These answers count per visitor:

• The first answered question of a visitor in a month: 1 AI conversation.
• Every further question from the same visitor that month: 0.25.

A visitor who asks 3 questions counts 1 + 0.25 + 0.25 = 1.5. A question without an answer counts nothing. Above your included AI conversations, a further question costs a quarter of your plan's price, for example $0.0175 on Startup. You switch these answers off under Help Center > Settings > AI answers.

When the included conversations are used up

Each further AI conversation is paid from your prepaid balance at your plan's price. Administrators top up under Settings > Billing, from $5 to $1,000 at a time. Auto recharge refills the balance when it drops below a threshold you choose (whole dollars from $1 to $100), so Fynn keeps answering without anyone topping up by hand. Hacker cannot top up: once its 10 AI conversations are used, you upgrade to keep using AI that month.

When there are no included conversations and not enough balance left, Fynn hands new conversations to your team with a handoff message, and they are assigned as usual. In the help center search, visitors see guides without an answer. Conversations already counted this month keep working, Copilot asks you to top up, and nothing is deleted.

Keeping an eye on usage

• Check the AI usage block under Settings > Billing: AI conversations used this month, what your plan includes, and earlier months.
• Watch the banner at the top of the dashboard. It shows when fewer than 20 included conversations are left, when they are used up and when your balance runs low.
• Turn on auto recharge. Its monthly cap (default 5 recharges) keeps a sudden spike from draining your card.
• Remember that Copilot and the help center search count too.

Frequently asked questions

Is Fynn billed per message or per conversation?

Per conversation, once a month. Every further reply from Fynn or Copilot action in the same conversation that month is free. In your help center search Fynn counts per visitor: 1 for the first question in a month, 0.25 for each further one.

Do I pay extra for Fynn on top of my plan?

Only beyond the included AI conversations: 50 on Startup, 100 on Business, 300 on Enterprise. Each extra one is paid from your prepaid balance at $0.07, $0.05 or $0.03.

What does Fynn cost in my help center?

A visitor's first answered question in a month counts as 1 AI conversation, every further one as 0.25. A visitor with 3 questions counts 1.5. Questions without an answer count nothing.

Can I use my own API key instead?

Yes, from the Startup plan. Under Settings > Bots, add a bot with your own Anthropic key and choose it in an inbox. Its replies in conversations do not count toward your AI conversations, and Anthropic bills you directly. Copilot and the answers in your help center search always use the AI that Deskwoot manages. See Using your own API key for AI chatbots.

Does Fynn stop when my balance is empty?

Fynn stops taking new conversations and hands them to your team with a handoff message, so nobody is left waiting. Conversations already counted this month keep working. Top up or switch on auto recharge so Fynn answers new conversations again.

Can I switch Fynn off?

Yes. Under Settings > Bots, open the bot and switch it off. New conversations then go straight to your team. To stop only the answers in your help center search, use the switch under Help Center > Settings > AI answers.

Is there a free trial for Fynn?

Yes. Every new workspace starts with a 7 day trial of the Enterprise plan without a card, with 300 AI conversations. After the trial, your plan's included AI conversations apply.

Is Copilot billed differently?

No. Fynn's replies and Copilot actions use the same AI conversations, so you never have to work out which one counts where.