Each Tidio account has a limit on how many conversations you can handle each month. We refer to this as the monthly conversations limit, or the monthly conversations quota. The limitation is crucial if you are primarily using Tidio for responding to live chats. However, it also applies to communication via tickets (emails) as well as via Tidio's integrations (Messenger, Instagram, WhatsApp).
You can monitor your current quota anytime, and there are upgrades available if you require a higher monthly quota to accommodate the amount of incoming chats you need to reply to.
In this article, you'll learn:
- How to check your conversations quota
- How the conversations quota is calculated
- What to do when you reach your monthly limit
Checking your current limit (remaining quota)
For free, Tidio offers a monthly limit of 50 conversations. As time goes by and your team responds to incoming messages, the available quota will gradually deplete.
You can check the current state of your monthly quota in your Tidio panel. Click on the round Stats button in the top-right, and you will see several useful pieces of information - including the amount of handled conversations this month:
In the example above, the stats are showing 80% of the quota has been used up; in this case, that means the operators have handled 40 conversations (out of 50 available).
Whenever an operator on your team finishes a conversation and closes it (by hitting the Mark as solved button), that is counted as one handled conversation.
In practice, that means each conversation thread (where an operator responds to incoming messages) is counted once it is finished - no matter how many messages have been exchanged in the process.
This applies to live chats coming from your website (or Chatting Page), as well as conversations handled through Tidio's Messenger, Instagram, and WhatsApp integrations. Email communication within the Tickets folder is also counted, although every ticket thread is simply counted as one handled conversation, no matter how short or long the thread is.
Basically, all your Tidio communication between operators and end-users is calculated against the available monthly quota.
Reaching the limit
When you get relatively close to reaching your monthly limit (80% of what you have available), you will start seeing a banner at the top of your Tidio inbox, informing you about the remaining quota:
You will also be prompted to upgrade to a higher package in order to raise your available quota, as that will allow you to keep responding without the immediate risk of losing the ability to chat.
If you do reach the limit at any point, however, you will no longer we able to respond to incoming messages, nor see their details:
Apart from upgrading to a higher package (which would allow you to start chatting right away), you can also wait for the quota to reset automatically. The quota normally resets on the first day of each month, but if you ever have doubts about this functionality - don't hesitate to reach out to us!
Of course, it is also a good idea to get familiar with the upgrades we offer. You can learn more about the available packages and their features in this article.