What happens at your plan limits

Every plan has two monthly caps: conversations and AI answers. The caps keep your bill predictable. When you get close, Hushdesk tells you; when you reach one, it slows down instead of charging you.

Before you start

• Who can see this: everyone sees the meters on Home and in Settings > Plan and billing.
• Who can act: owners and admins change the plan.

Step by step

1. Open Settings and choose Plan and billing.
2. Under This month, read the Conversations and AI resolutions meters.
3. If a meter is amber or red, compare plans under Plans, or wait for the first of the month.

What happens next

At each level

Usage	What you see
Under 80 %	A normal meter. Home says "Hard caps, no surprise bills: we tell you at 80 % and never upgrade you automatically."
80 % or more	An amber meter, "Over 80 %:" on the billing page, and on Home: "You are over 80 % of a monthly limit. Nothing upgrades by itself; change plan if you need more."
100 %	A red meter and "Limit reached:" on the billing page. At the conversation limit, a red banner on Home and above the reply box in the Inbox, with a See plans link

Owners also get an email the first time each month a conversation crosses 80 % ("You have used 80 % of this month’s conversations") and 100 % ("Replies to new conversations are paused"). Each email goes out once a month, to every owner of the workspace.

At the AI limit

The AI agent stops sending answers by itself and works like Copilot: it writes drafts that your team checks and sends. The activity log gives the reason "This month’s AI answers on your plan are used up: drafting until the month resets or the plan changes". See AI limits and monthly AI caps.

At the conversation limit

A conversation counts once, in the month someone on your team first replies to it or starts it. Spam, bots, auto-closed tickets and conversations only the AI answered are never counted (the Conversations meter says "Spam, bots and auto-closed tickets are never counted.").

When every conversation in your plan is used:

• Customer messages always arrive in the inbox, by email and chat.
• Conversations you already answered this month can still be replied to, so nobody is cut off mid-thread.
• A reply that would start a new conversation is held. The reply box keeps your text and shows the reason, and New ticket is refused the same way. Internal notes always work.
• The AI agent and rule auto-replies pause. The AI leaves its answer as an internal note starting "AI draft, not sent:", and a rule's auto-reply waits as a note "auto-reply held, the conversation limit is reached."

The banner reads: "This workspace has used all 1,000 conversations in the Starter plan this month. Customer messages still arrive; replies to new conversations and the AI Agent are paused until you change plan or the month resets on 1 November." (with your plan's numbers and date).

At the start of the month

Both meters start again from zero on the first day of each month.

Tips

• Watch the Home card in your busiest month; 80 % is your signal to decide.
• Keep Autopilot for the topics where it saves the most time, so AI answers last the month.
• Moving to a smaller plan mid-month applies the smaller limits straight away. Check the meters first.

Troubleshooting

"This month you have already used more than Free includes. Nothing is deleted, but new conversations and AI answers pause until next month."

You chose a plan whose limits are below what you used this month. Your data is safe. Pick a larger plan, or wait until the month resets.

"This workspace has used all … conversations in the … plan this month."

Shown in the reply box, on New ticket and in the banner when a reply would start a new conversation over the limit. Your text is kept. Reply to conversations you already answered this month, send internal notes, or ask an owner or admin to change plan in Settings > Plan and billing.

"This month’s AI answers on your plan are used up: drafting until the month resets or the plan changes"

The monthly AI cap is reached. Your team sends the drafts, or an owner or admin changes the plan.