Plans and limits

reactive.chat comes in three plans: Free, Professional and Agency. Every new account starts on Free, without a payment method. Prices, the current scope and whether you can already book online are on the pricing comparison. This page explains what the differences mean day to day.

The plan belongs to the workspace, not to the person. If you have several workspaces, each can have its own plan.

What the plan determines

Workspace scope – how many projects, team seats and workspaces are possible and how many conversations per month the plan expects. Currently:

• Free – one workspace, one project, one person
• Professional – up to 3 projects, 5 seats, 3 workspaces
• Agency – up to 10 projects, 25 seats, 10 workspaces

Archived projects do not count, open invitations do. The number of conversations per month and the other values are on the pricing comparison; under Billing you see your usage since the first of the month and a forecast to the end of the month.

Message length – a visitor message may be up to 1000 characters long on the Free plan and up to 4000 on the paid plans. Your team's replies may be 4000 characters long on every plan.

AI allowance – how many AI requests are possible per minute, per conversation and per website. Currently:

• Free – 8 per conversation, 30 per website
• Professional – 15 per conversation, 60 per website
• Agency – 30 per conversation, 120 per website

What happens when the allowance is reached is described in The AI assistant. There is no monthly limit for AI answers.

Attachments (beta) – 2 MB per file on the Free plan and 15 MB on the paid plans; attachments are kept for 7 days (Free) or 90 days (paid); the storage for attachments per workspace is 1 GB (Free) or 50 GB (paid).

Files in the knowledge base – size, number of pages and number of files depend on the plan. The Files & Google Drive page itself shows the numbers that apply.

Proactive messages – on the Free plan one active tooltip per project is possible, on the paid plans as many as you like.

Session recording – how many included recordings per month are possible is on the pricing comparison. When the limit is reached, the chat keeps running undisturbed.

What needs a paid plan

From Professional:

• hiding “Powered by reactive.chat” and not letting the assistant talk about reactive.chat (on the Free plan both are always on)
• assistant actions
• campaigns
• customer data in the chat
• shopping assistant
• memory across conversations
• automatic translation in the desk (on the Free plan, /translate remains for individual messages)
• AI classification in the automation and AI rating in AutoQA
• voice and video calls, screen sharing and co-browsing
• own AI node
• Google Drive as a knowledge source

Agency only:

• single sign-on
• read log (“who read which conversation when”)

Features with a plan limit can usually already be viewed and set up on the Free plan; the page then tells you what only takes effect after the switch. At every limit there is an Upgrade to … link. Anyone who is not the owner sees “The owner of this workspace can change the plan.”

If you need more than Agency, you can ask for a contract of your own via the “Need more? Ask for a custom plan” link.

Billing

Under Billing (/app/billing) the owner manages the plan. The page has four tabs:

• Overview – plan, amount, next charge, state, and Usage against the limits
• Choose a plan – switch between the plans, monthly or yearly
• Invoices – all invoices to download
• Billing details – your details for the invoice, including the VAT ID. A valid EU VAT ID is checked; all prices are exclusive of VAT.

Payment is handled by our payment provider Stripe; that is also where you change the payment method. As long as payment has not been switched on yet, the page says so explicitly.

Cancelling: with Cancel at the end of the term the subscription ends at the end of the paid term; until then you can undo the cancellation. After that the workspace falls back to Free. Nothing is deleted in the process; features and quantities that Free does not have are simply no longer available. Invoices are kept for five years for tax reasons.

States you may see under Billing include “trial”, “payment overdue” and “granted by the operator”.

The binding rules on contract, term and cancellation are in the Terms of Service.