Billing

The Billing tab of your Profile shows your subscription card, your session usage, and the plans you can subscribe to. From here you also open the secure billing portal to manage payment methods and invoices.

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Depending on your role and your deployment's configuration, the Billing tab may not be shown at all. In that case billing is handled outside the portal — ask your administrator.

How sessions are billed

A session is one complete conversation between a customer and an AI agent — the same unit you see on the Sessions screen. A billable session is the unit your plan counts: each billable session covers a 24-hour window. If one conversation runs longer than 24 hours, it stays one session on the Sessions screen but counts as multiple billable sessions against your plan.

For example, a customer talks to your agent over 36 hours:

• Sessions screen: 1 session
• Billing: 2 billable sessions

On the subscription card, Sessions count shows the number of billable sessions used in the current billing period.

Answered only

If your subscription card shows the Answered only tag, you are charged only for sessions where the customer responded. Outbound sessions with no customer reply are not billed.

Track your free trial

New tenants start on a free trial — by default, 14 days and 50 sessions. The subscription card carries the Trial subscription badge and shows Trial sessions left and Trial days left. As the end approaches, the badge changes to a Trial ending soon warning, and you receive email reminders: when about 60% and 90% of the trial sessions are used, when 7 days and 2 days remain, and when the trial ends.

When the trial runs out of days or sessions, it ends automatically: the card shows Expired subscription, and AI agents stop accepting new sessions until you subscribe to a paid plan.

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The free trial is available once per tenant. If you cancel a paid plan later, you cannot return to the trial — the platform stays inactive until you subscribe again.

Subscribe to a plan

The Plans section lists the plans available to your organization, with their prices and details.

1. Open Profile > Billing.
2. In the Plans section, click Subscribe on the plan you want.
3. The secure billing portal opens in a new tab — complete the payment there.

For the Enterprise plan, the card shows Book a demo instead. Send the request — you see the Request received confirmation.

Add or update a payment method

1. Open Profile > Billing.
2. On your subscription card, click Manage. The secure billing portal opens.
3. In the Payment Method section, click + Add payment method.
4. Enter your card details and confirm.

Change your plan

If you already have a paid subscription:

1. Open Profile > Billing.
2. In the Plans section, click Subscribe on the plan you want to switch to.
3. In the Apply subscription updates dialog, choose when the change applies: Immediately, End of the current period, or On custom date (pick the date).
4. Click Update subscription.

If you schedule the change for later, a second card with the Upcoming subscription badge and a Starts on date appears next to your current plan. To undo the scheduled change, click Cancel on that card and confirm in the Cancel scheduled plan dialog.

When an upgrade takes effect, your session limits are recalculated right away, so agents keep running without interruption.

Set a monthly session limit

Cap the billable sessions your tenant can use in the current billing period to prevent unexpected charges. The limit applies to all AI agents in your tenant. The Session limit card is available on paid plans, not on the free trial.

1. Open Profile > Billing and find the Session limit card. By default, your plan's base limit applies.
2. Enter the maximum number of sessions in the Session limit field. The value must be greater than zero.
3. Click Set limit.

To return to the plan's base limit, click Reset limit.

The card warns you as usage grows: Session limit almost reached at 80% of the limit, then Session limit has been reached.

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When the session count reaches the limit, all AI agents stop accepting new sessions. To resume, increase the limit or wait until the counter resets at the start of the next billing period.

Fix a failed payment

If a payment fails, the subscription card shows the Payment issue badge and a Payment pending banner appears: your access is temporarily extended — typically by one week — so you can fix the payment without downtime.

1. On your subscription card, click Manage. The secure billing portal opens.
2. Update your payment details.

If the grace period ends before the payment succeeds, AI agents stop and new sessions are rejected until the balance is settled.

Cancel your subscription

1. Open Profile > Billing.
2. On your subscription card, click Manage to open the secure billing portal.
3. Click Cancel subscription and confirm.

Paid features and session limits usually stay active until the end of the current billing cycle; the card then shows the Canceled subscription badge with the expiration date.

Read the subscription card

Badge	Meaning
Trial subscription	You are on the free trial — the card shows Trial sessions left and Trial days left.
Active subscription	The plan is active and paid — Next billing date shows when the next invoice is issued.
Upcoming subscription	A scheduled plan change that has not started yet — see the Starts on date.
Payment issue	The last payment failed and the grace period is running.
Canceled subscription	Cancellation is scheduled or complete — the card shows the expiration date.
Expired subscription	The plan or trial has ended; agents cannot start new sessions.

Common issues

• The Billing tab is missing. The tab is hidden for some roles, and on some deployments it is not available at all — billing is then handled outside the portal. Ask your administrator.
• AI agents stopped accepting new sessions. Check the Session limit card — you may have reached your own limit; increase it or wait for the next billing period. Also check the subscription card for the Payment issue or Expired subscription badge.
• "Your subscription has ended. Please upgrade your plan to continue." The trial or plan has expired. Subscribe to a paid plan in the Plans section.
• "Your payment is overdue and the grace period has expired." Click Manage on the subscription card and settle the failed payment in the billing portal.

Related pages

• Profile overview — your account details and browser notifications
• Sessions — the conversations behind your session usage
• Agents — create and manage the AI agents that handle sessions