Feature referencePlans and usage · 01 of 05

Plans and usage

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.

Availability
All plans
Configured in
Dashboard → Team → Plan and usage; chat-start counts also appear in activity analytics
Category
Plans and usage
Reference status
Current
01

The billing unit

One chat means one complete visitor conversation. Stand records the usage decision when a new session starts, before the conversation’s eventual length or outcome is known.

The unit is intentionally independent of message count and elapsed time so a useful multi-turn exchange does not cost more solely because the visitor asked follow-up questions.

02

What does not multiply usage

  • Page views, widget loads, and visitors who do not start a conversation.
  • The number of connected Sites or organization members; every plan includes unlimited sites and reps.
  • An AI Stand-in answering instead of a human.
  • A human taking over from an AI Stand-in.
  • Switching back to AI fallback where supported.
  • Additional visitor or responder messages in the same session.
  • A longer session duration or a different eligible AI model.
  • Capturing contact information, applying labels, or using Stand-in skills.
03

What creates another chat

  • A genuinely new visitor session after the earlier conversation is no longer the active resumable session.
  • A new browser or context that cannot restore the earlier session and starts again.
  • Another visitor starting their own session.
  • A new conversation created after the site and organization pass the quota decision.
04

Quota decision timing

Stand reserves or counts capacity only after the Site and responder pass current admission checks. A rejected Site or responder does not consume capacity. If included quota becomes exhausted immediately after a session is accepted, that conversation continues; Stand does not cut it off mid-chat. The next new session is evaluated against the remaining prepaid balance or pause rules.

05

Usage versus analytics

  • Plan usage is the authoritative count of billable chat sessions for the current entitlement period.
  • The activity metric Chat starts is operational analytics and can be scoped by site, rep, Stand-in, or organization.
  • Conversation minutes are an analytics measure and do not multiply plan consumption.
  • Do not infer quota remaining by subtracting a differently scoped analytics chart.