The app has four plans. They are billed through Shopify, so the charge shows on your Shopify bill. Open Plan in the app’s menu to see yours, what you’ve used this month and the plans side by side. Pro, Ultimate and Ultimate + Help Desk start with a 30-day free trial.
| Free | Pro | Ultimate | Ultimate + Help Desk | |
|---|---|---|---|---|
| Price | $0 | $9.99 a month or $99.99 a year | $19.99 a month or $199.99 a year | $29.99 a month or $299.99 a year |
| Chats answered by people | 50 a month | Unlimited | Unlimited | Unlimited |
| Team members who answer chats | 1 | 2, then $3.50 a month each | 5, then $3.50 a month each | 5, then $3.50 a month each |
| AI chats on our key | 3 a month | 100 a month | 200 a month | 200 a month |
| Your own AI key | No | Yes | Yes | Yes |
| Chat history | 30 days | As long as you choose | As long as you choose | As long as you choose |
| Chats continue by email | No | Yes (fair use 5,000 emails a month) | Yes (fair use 20,000 emails a month) | Yes (fair use 20,000 emails a month) |
| Tickets, ticket form, Secure details | No | No | No | Yes |
A yearly plan costs ten months of the monthly price. Changing plan on Shopify’s approval page charges or credits the difference for the days left in the billing period.
What counts as an AI chat #
One AI chat is a conversation in which the AI sent at least one answer on our key. The first 10 replies in a conversation are one AI chat; the 11th starts the next. A suggested reply for your team counts as a tenth of one. Summaries for hand-over, the knowledge index, tests, and anything answered with your own AI key are never counted. Counts start again on the first of each month.
When you use more AI chats than your plan includes #
- Monthly plans pay $0.05 for each extra AI chat, billed in whole cents. Shopify holds a spending limit of $50 every 30 days (shared with extra team members). Shopify warns you at 90% of it, and you can ask for a higher one on the Plan page.
- Yearly plans have no per-chat charge. Buy packs instead: 100 AI chats for $5.00, valid for 12 months.
- If neither is possible, the AI pauses: new chats go to a person who is online, otherwise to the leave-a-message form. You get an email at 80% and at 100% of the included AI chats.
Chats on the Free plan #
The Free plan answers 50 chats a month. Past about 55, new visitors see the leave-a-message form and the chat goes to Unassigned for you to answer later. A visitor with a chat already open can finish it. Chat history older than 30 days is hidden from the inbox but not deleted.
Team members #
Each plan includes a number of team members who can answer chats. A person beyond that costs $3.50 a month (on a yearly plan, $42 a year in the plan’s price). The store owner always keeps a place. You decide who is on the team on the Team page; nothing is added at a cost until you say yes. When you change to a plan with fewer places, people past the limit can still read chats but can’t answer them until you add them as extra team members.
The free trial #
Pro, Ultimate and Ultimate + Help Desk start with 30 days free. During the trial you get 10 AI chats in total, and no usage charge. A reinstall or a plan change keeps the days you have left. Extra team members work during the trial and are charged once it ends.
Rentals & Bookings #
If you use Rentals & Bookings, the Live Chat plan can come with it: a Rentals Pro plan gives Live Chat Pro, and Ultimate gives Live Chat Ultimate. The Plan page then says Included with your Rentals & Bookings plan. If you pay for this app’s own plan as well, you can switch it to Free there.
Development stores #
On a Shopify development store every feature is on and nothing is limited. Charges there are always test charges: Shopify shows them and no money moves.
Changing plans #
Pick a plan on the Plan page, choose Monthly or Yearly, and approve the charge on Shopify’s page. Switch to Free cancels the paid plan. Moving off Ultimate + Help Desk keeps your tickets and Secure details: tickets stay in the inbox to read, answering them needs the plan again, and nothing is deleted.
