The Monthly Conversations limit – Tidio

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).

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Overall, conversations represent all of the live chat conversations, tickets, and incoming social media messages which your operators manage every month. Therefore, the conversations limit affects only such person-to-person communication; flows (automated messages), Lyro (AI chatbot), and Email Marketing quotas are entirely separate.

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 Usage and plan button in the top-right, and you will see several useful pieces of information - including the amount of handled conversations this month:

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In the example above, the usage show 0/50 as the current live chat usage; in this case, it means that no operators have handled any conversations yet (out of 50 available).

You can also see your current usage in the Dashboard section:

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Usage calculation

Whenever an operator on your team finishes a conversation and closes it (by hitting the Solve button), that is counted as one handled conversation. The option is available in the top-right of every active conversation:

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... and as one of the options when you click on the three dots for a specific conversation on the left:

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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:

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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 be able to respond to incoming messages, nor see their details:

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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.