How conversations are counted
What counts as a conversation for your plan, and what doesn't.
Last updated · 24 Oct 2026Billing
A conversation is a chat in which a shopper sends a message and the assistant replies.
- Another day counts again. A chat that continues on another day counts again that day. Days run from midnight to midnight UTC.
- Unanswered proactive messages don't count. A proactive message only counts if the shopper replies.
- Chats the assistant couldn't reply to don't count.
- Chats sent to your team at a limit don't count: once your trial's conversations or your spending limit are used up, new chats show your team's contact buttons, and those aren't counted.
Your plan includes a number of conversations every 30 days; during the free trial they come from the trial instead. The Plan card on the PixelChat home page shows how many you've used.
The Analytics page counts each chat once, on the day it started, so its figure can differ from the one counted for your plan.