Plan limits, and what happens when you hit them
This page is about our limits. Meta's message fees are a separate thing and are covered in Message costs.
What counts as an AI conversation
Every plan includes a monthly allowance of AI conversations. A conversation counts once per calendar month, however many messages go back and forth in it. A customer who messages you fifteen times on Tuesday and again on Friday is one conversation, not two, and not seventeen.
Two things draw on the allowance, because both run a paid AI model:
- Replies the AI sends. The obvious one.
- Building the lead record, which happens once a conversation goes quiet and the AI reads the whole chat to summarise it.
If the AI already replied in a chat, building its lead is free. You only spend a second credit when there was no AI reply at all, which in practice means chats you took over yourself, and every chat if you have the AI switched off.
When you run out
Two things change, and neither of them is a surprise bill. We do not charge overage.
The AI stops replying until your next month starts or you upgrade. Your customers' messages still arrive, Conversations still works, and you can answer by hand as usual.
Lead building waits. Conversations that go quiet stay in the queue rather than being skipped, and they get processed when your allowance resets or you upgrade. The chats themselves are always kept in full, so catching up later loses nothing.
You get one email when you first hit the cap in a month, not one per conversation.
Fair use: a ceiling on AI replies
On top of your conversations, each plan has a fair-use ceiling on how many replies the AI sends in a month.
| Plan | AI replies a month |
|---|---|
| Free | 900 |
| Starter | 15,500 |
| Growth | 62,400 |
| Enterprise | No ceiling |
Everyday use never gets near it. A typical chat takes a few replies, so 300 conversations comes to roughly 1,200 replies, and you run out of conversations long before you reach 15,500 replies. The ceiling is there for chats that never end, like a customer's own auto-reply bot answering your AI over and over.
If you do reach it, the same thing happens as when you run out of conversations. The AI stops replying until next month or until you upgrade, you get one email, and you can still answer by hand. The Billing page shows a note when you're getting close. These numbers may change as we learn how people use EezieLead.
One chat on its own has a limit too. If the AI sends 60 replies within an hour in a single chat, far faster than people normally chat, it hands that chat to you and you get an alert. The chat stays AI paused until you press Resume AI, so take a look first in case there's a bot on the other end.
Trying your agent doesn't count
The preview beside your agent's settings is free and does not draw on your conversation allowance. Nothing is sent to anyone, no conversation is created, and practising there costs you nothing on any plan.
It has its own separate limit so it can stay that way: 30 replies an hour, and 300 a month. That's far more than tuning an agent needs. If you do reach it, the panel tells you which limit you hit, and the hourly one lifts within the hour.
How long we keep images and files
Photos, voice notes, and documents from your conversations are deleted after:
| Plan | Media kept for |
|---|---|
| Free | 30 days |
| Starter, Growth, Enterprise | 90 days |
The text of every conversation is kept for as long as your account is open, on every plan. So an old chat still reads in full, it just no longer has the attachments.
Storing files costs us money for every day we hold them, and the shorter free window is a large part of how the free plan stays free. If you need a photo a customer sent, save it while the chat is recent.
Free accounts nobody uses
While your number is connected to us, WhatsApp delivers every message to our servers and we pay to receive and store them, even when nobody has opened EezieLead in months. So free accounts that go quiet get wound down.
After 90 days with no AI replies, nothing sent from EezieLead, and no changes to your settings or knowledge base, we email you. After another 30 days of the same, we may disable the account.
Disabling means EezieLead stops sending and receiving on your number. Your WhatsApp Business Account, your number, and your chats on Meta's side are yours and are untouched, and replying from the WhatsApp Business app on your phone carries on exactly as before. Your EezieLead data is kept, not deleted, and one email to us turns the account back on.
Signing in, changing a setting, or letting the AI answer once resets the clock. Paid accounts are never wound down this way while they are paid.