AI conversations meter, overage, and auto-recharge

What counts as one AI conversation

A conversation is added to the counter the first time any AI action works on it in a month: a reply from Fynn, or a Copilot action such as Suggest a reply, Improve my draft, Translate my draft or Summarize the conversation. Every further bot reply or Copilot action in the same conversation that month costs nothing more.

• A customer chats with Fynn and is handed to an agent, who uses Suggest a reply twice and Summarize once. That is 1 AI conversation.
• A customer writes an email and an agent answers without Copilot. That is 0 AI conversations.
• An agent translates their draft in a conversation no AI has touched this month. That is 1 AI conversation.
• The same customer writes again next month in the same conversation and Fynn answers. That counts again, because it is a new month.

Answers in your help center search

When a visitor asks a question in the search of your help center, Fynn answers it from your articles, with sources (see Fynn answers in your help center search). There is no conversation behind these answers, so they count per visitor:

• The visitor's first answered question in a month counts as 1 AI conversation.
• Every further question from the same visitor that month counts as 0.25.

Example: a visitor asks "How do I return an order?" and gets an answer. That is 1. Then they ask 2 follow up questions in the search: 0.25 + 0.25 = 0.5. Together that visitor counts as 1.5 AI conversations this month. If they come back next month, their first question counts 1 again.

A question without an answer counts nothing, for example when no article fits. Because of the quarters, the counter under Settings > Billing can show numbers like 12.25. You can switch the answers off under Help Center > Settings > AI answers.

What each plan includes

Plan	Included per month	Each extra AI conversation	Top up
Hacker (free)	10	Not available	No, upgrade to add more
Startup	50	$0.07	Yes
Business	100	$0.05	Yes
Enterprise	300	$0.03	Yes

An extra help center question that counts 0.25 costs a quarter of that price, for example $0.0175 on Startup. Every new workspace starts with a 7 day trial of the Enterprise plan, with its 300 AI conversations.

Prepaid balance

Paid plans pay for extra AI conversations from a prepaid balance. Administrators top it up under Settings > Billing, from $5 to $1,000 at a time. Stripe handles the payment, and the balance goes up once Stripe confirms it. The same balance pays for help center article translations ($0.06 each), which have their own counter.

Auto recharge

Auto recharge tops up the balance by itself, so Fynn keeps answering. You set it up under Auto-Recharge on the same Billing page:

• Recharge amount: how much is added each time (default $10, at least $5).
• Max recharges/month: how many recharges may run in a month (default 5, up to 50), so a sudden spike cannot drain your card.
• Recharge when balance below: when the balance drops below this amount, a recharge runs. Whole dollars from $1 to $100, default $1.

Without auto recharge and with an empty balance, Fynn hands new conversations to your team with a handoff message, Copilot asks you to top up, and your help center shows the plain search instead of Fynn. You see a notice about it on the Help Center page of your dashboard, and the answers come back by themselves after a top up or when the new month starts. Conversations already counted this month keep working.

The banner in the dashboard

A banner at the top of the dashboard tells you when fewer than 20 included AI conversations are left, when they are used up (with your plan's price and your balance), when the balance gets low, and when it is empty. On Hacker it asks you to upgrade instead. You can close the banner; it comes back when the situation changes again.

Bring your own API key

From the Startup plan you can add a bot that runs on your own Anthropic API key under Settings > Bots. 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 run on the AI that Deskwoot manages, so they still count, also in an inbox whose bot runs on your key. See Using your own API key for AI chatbots.

Frequently asked questions

Why does Deskwoot count conversations instead of messages?

Because a customer thinks in conversations: "I asked about my refund." Counting messages would make long, helpful answers expensive. A conversation counts once a month however many replies and Copilot actions it gets.

How do help center answers count?

Per visitor and month: 1 for the first answered question, 0.25 for every further one. A visitor with 3 questions counts 1.5. Questions without an answer count nothing.

Why does my counter show 12.25?

Further questions in your help center search count 0.25 each, so the counter can show quarters. Everything else counts in whole conversations.

Where do I see how many I have used?

Under Settings > Billing in the AI usage block: this month's count, what your plan includes, your prepaid balance and the last 12 months.

What does an extra AI conversation cost?

$0.07 on Startup, $0.05 on Business and $0.03 on Enterprise, paid from the prepaid balance. Hacker cannot buy more and has to upgrade.

What happens when the balance is empty?

Fynn hands new conversations to your team with a handoff message, Copilot asks you to top up, and the help center search shows only guides. Conversations already counted this month keep working, and your agents can reply as always.

Do failed AI replies count?

No. Only AI work that finished counts. In the help center, only an answer with a source counts.

Can I turn off the answers in my help center search?

Yes. Open Help Center > Settings and switch off the answers under AI answers. The search then shows only guides.

Do article translations use AI conversations?

No. Help center article translations cost $0.06 each, with no included amount. They are paid from the same prepaid balance and shown in their own counter.

Why does auto recharge run before the balance reaches zero?

It runs as soon as the balance drops below your threshold, which is at least $1. That leaves room for the next AI conversations while the payment goes through.