Chat balance and top-ups

How reserve balance works

Chat balance stores whole-chat capacity outside the included plan quota. Once included chats are used, each newly accepted overage session consumes one balance unit. A remaining sub-chat amount from a purchase cannot fund a fractional chat.

Balance-funded conversations use the same one-session-one-chat rule as included usage.

Manual top-ups

• The owner chooses a purchase amount from the plan and usage view.
• Stand converts the funded amount into whole chats at the plan’s displayed overage price.
• Available customer account balance can fund part of a purchase before the remaining amount is charged through the configured billing source.
• Successful purchases credit chat balance and appear with the relevant billing or invoice record.
• Purchase retries are protected against crediting the same logical top-up twice.

Automatic top-ups

• The owner enables automatic purchasing.
• Purchase amount controls the size of each refill.
• Period budget caps how much automatic purchasing can spend in the current billing period.
• When quota and balance reach the refill condition, Stand serializes the purchase attempt so concurrent chats do not trigger duplicate refills.
• A successful refill adds capacity before the new overage chat is admitted.

Budget and payment failures

• No automatic purchase occurs without remaining budget and an eligible payment path.
• Repeated card failures disable further automatic admission until a successful charge or payment-method replacement resolves the condition.
• Existing positive chat balance can still be consumed even if a later card charge fails.
• When no balance can be obtained, new chats pause under the normal quota behavior.

Permissions and limits

• Only owners can purchase chats or change automatic-purchase settings.
• Members receive read-only quota guidance.
• Base organizations must upgrade for the paid top-up controls described here.
• Top-up spending buys chat capacity; it does not change the base plan’s other feature entitlements.

Related features

• Chat quotas and new-chat pauses — Each organization receives a period-based included chat allowance; after both that allowance and any reserve balance are exhausted, Stand pauses new sessions without interrupting active ones.
• How chat usage is counted — Stand counts one newly created visitor conversation as one chat, regardless of who answers or how long the conversation becomes.
• Trials, subscriptions, and plan changes — The plan view manages eligible trials, paid subscription changes, invoices, and end-of-period downgrades while showing when each entitlement takes effect.