Billing & plans
Konvo bills for the conversations your AI actually handles, not for seats and not per message.
Konvo bills for the conversations your AI actually handles, not for seats and not per message. Your plan includes a monthly allowance of those, and you only pay more if you go past it, which means your bill moves with how much work your agent takes off you.
What counts as an AI conversation
A conversation becomes billable when your agent sends more than one message in it.
That threshold is doing real work. A greeting followed immediately by a handoff to a person is not billed, because your agent did not resolve anything. Two or more messages means it genuinely engaged.
It is counted once per conversation, not per message, however long the exchange runs. If a customer comes back after the channel's reopen window has passed, that is a new conversation, and it counts again if your agent engages again.
Allowance, then credits
Each plan includes a set number of AI conversations per month. Going past that does not simply add to your invoice, and this is the part worth setting up before you need it.
Extra usage runs on credits. You choose an auto top-up amount and a maximum monthly spend, so you decide in advance how far your bill can go rather than finding out afterwards.
No auto top-up means usage stops
If you never configure auto top-up, usage stops at your plan limit rather than continuing and billing you. That is the safe default for your wallet and the dangerous one for your customers, so decide which you want before you are near the line.
Credits are not refunded, and a remaining balance does not survive cancelling or downgrading.
Annual billing costs less than monthly and is paid up front.
Your account is the source of truth
Your current plan, what you have used this cycle, and your price are always on the Plans and billing page in Settings. Check there rather than anywhere else, because that page is your account and everything else is a description of how accounts work.
Watching your usage
A usage bar shows how much of your allowance you have used, and it becomes prominent as you approach the limit. At that point Konvo offers you the choice explicitly: carry on using credits, or move up a plan.
Which one is cheaper depends entirely on how far past the line you expect to go, and the honest answer is usually visible in your own trend from the last two months.
What happens if you hit a limit on the free plan
The free plan has two separate caps, and they fail in opposite directions, which is why this catches people out.
Hit the ticket cap and human replies get blocked while your AI keeps answering. Your customers are still served, but your team cannot send anything until you upgrade. The first sign is your own team unable to type.
Hit the AI conversation cap and the opposite happens: your agent stops taking new conversations, and your team carries on replying by hand.
So if either half of your support goes quiet, check Plans and billing before assuming something is broken.
If you connect Shopify
Connecting a Shopify store can move your billing onto Shopify. If you already pay through Konvo directly, talk to us before you connect it, so your existing plan is carried over properly rather than replaced.
Changing plans
An upgrade takes effect immediately and is prorated, so you are not paying twice for the same days.
A downgrade takes effect at the end of your current billing period, with no mid-cycle refund. Which means downgrading is a decision about next month, not this one.
Who can do what
Only the Owner can change or cancel the plan. Admins can see billing and update the payment method but cannot cancel. Managers, Agents and Associates do not see billing at all.