Usage and plans

The Usage page (Usage in the left menu, under Account) shows how much of your plan you've used. Everything on it is counted in messages — the same unit whether it's your AI assistant answering a customer, a WhatsApp reply, or a campaign send. You'll never see "credits" or "tokens" here; those are internal terms we don't show clients.

Who does what

Who	What they do
You	Check what you've used and what's left. Press Top up when you're low or out, or Request access if Campaign messages or API messages aren't on your plan yet. Switch off AI reads photos or AI listens to voice notes on a channel if you'd rather not spend messages on them.
Agentech	Meters every message, counts the customer photos and voice notes your assistant reads, refills monthly pools and counts on your plan's own monthly date (the day of the month it started — never simply the 1st), keeps your top-ups until you use them, and tells you here — and with a banner — when you're low, out, or a product isn't on your plan. When your assistant stops replying on a channel for want of messages, tells you with a strip on every dashboard page and the ways you ticked under Alerts in Settings — never the customer. Renews your plan on its end date if you've asked for auto-renew, and confirms your payment. Adding a product, raising a limit or topping up is done on our side once you ask.

Who

What they do

You

Check what you've used and what's left. Press Top up when you're low or out, or Request access if Campaign messages or API messages aren't on your plan yet. Switch off AI reads photos or AI listens to voice notes on a channel if you'd rather not spend messages on them.

Agentech

Meters every message, counts the customer photos and voice notes your assistant reads, refills monthly pools and counts on your plan's own monthly date (the day of the month it started — never simply the 1st), keeps your top-ups until you use them, and tells you here — and with a banner — when you're low, out, or a product isn't on your plan. When your assistant stops replying on a channel for want of messages, tells you with a strip on every dashboard page and the ways you ticked under Alerts in Settings — never the customer. Renews your plan on its end date if you've asked for auto-renew, and confirms your payment. Adding a product, raising a limit or topping up is done on our side once you ask.

What "messages" means

Your package has one allowance for talking to customers: Social media messages. The Usage page puts it in one line: "Every reply the AI or your team sends on WhatsApp, Messenger, Instagram, Telegram and your website: chats, DMs and comments. A photo or voice note counts as 5."

A reply in a chat or DM, on any of those channels, WhatsApp included, uses messages. A long back-and-forth can use more than one; the page notes this wherever a total could be misread as "one message = one chat."
A comment your assistant answers under a Facebook or Instagram post — a public reply, a fixed notice, or a private message — counts as 1. Hiding a spam comment is free.
A customer's photo or voice note your assistant reads counts as 5. See Photos and voice notes below.
Product photos your assistant sends from your catalog don't use anything extra; the reply they come with is counted like any other.

WhatsApp replies, comments and photos used to have allowances of their own. They're all part of your social media messages now: one number to watch, and every package includes all of them.

The line under the page heading names your package:

Subscription plans show "[package name] package · renews [date]" (or "· ends [date]" when it doesn't auto-renew). Its messages are one pool that refills every month on your plan's own date: bought on the 15th, it refills on the 15th of each month (not on the 1st).
Pay-as-you-go shows "Pay-as-you-go package" — a prepaid balance you draw down.
Plans without a message pool show "today (UTC) against your daily caps on the [plan name] plan" — a daily allowance that resets at midnight UTC.

The one-time email (and Telegram message, if you linked Telegram) we sent when this changed. It reads "Your WhatsApp, comment and photo allowances are now part of your social media messages. Nothing you paid for was lost: [N] messages moved to your balance." Whatever was left of your WhatsApp, comment and photo allowances, and any top-ups on them, was added to your social media messages as a top-up (a photo top-up counts 5 messages each), so it never expires. Fix: nothing to do. If [N] looks wrong, email us.

I had the WhatsApp Only package

WhatsApp Only is no longer offered. Its holders moved to Starter, which includes WhatsApp replies plus every other channel, comments, photos and voice notes, and a product catalog. You keep the price you paid for one more renewal; after that, Starter renews at its own price. Fix: nothing to do. Contact us if you'd like a different package.

Social media messages (subscription plans) — how many of this month's messages you've used, with a bar: for example 1,200 "of 2,000 used", and under the bar "800 left this month, refills on [date]" with the percent used. The bar turns amber at 80% and full at 100%. The date is your next refill — your plan's own monthly date. When your plan ends before that date, the date is left out and the renewal line above says what happens instead. On pay-as-you-go plans the card shows your prepaid balance instead: [N] "left", "Estimate — a long chat uses more than one." The Overview card's hint adds your top-up: "400 of 500 + 1,000 top-up, refills on [date]; top-ups don't expire" (or "of 500, refills on [date]" without a top-up).
Where they went — under the bar, four quiet lines with their own small bars split this month's messages: In chats and DMs, Comments, Photos "([N] × 5)" and Voice notes "([N] × 5)". [N] is how many photos or voice notes were read; the number on the right is the messages they used (five each).
Top-up balance — "Used after your monthly messages run out. Never expires." It shows what's left of the top-ups you bought, for example 640 "of 1,000 left", with a bar and "360 used". A Top up button opens Support → Contact us; there's one kind of top-up, and it covers anything your social media messages cover (chats, comments, photos and voice notes).
Product catalog — how many products you have, out of what your package includes, with a bar (for example "23 of 50 products" and "27 left"). See Products.
Messages today — how many messages you've used today. On a credit-gated plan (subscription or pay-as-you-go) this is just a counter drawn from the pool above it; on a daily-cap plan it's shown as a meter against your daily limit, or "No cap — unlimited." if your plan has none.
Usage over time — Last month and All time cards show messages answered in the prior calendar month and since you signed up.

Photos and voice notes

Every package reads customers' photos and listens to their voice notes. Each one your assistant reads counts 5 of your social media messages — a photo is 5, and a voice note is 5 whatever its length (up to 3 minutes; a longer one isn't listened to or charged). There's no separate photo allowance any more: they come out of the same messages as everything else, and a top-up covers them too (1,000 messages = 200 photos or voice notes).

One customer can't run through your messages on their own: a customer who sends more than 20 messages in an hour, 10 voice notes or 20 photos in 24 hours is put on hold for 24 hours, and nothing is charged while they are — see Inbox.

You decide, per channel, whether to spend messages on them. On Channels, each connected channel has these two switches under AI replies to messages:

AI reads photos — "Each photo counts as 5 messages. Off: the AI asks the customer to describe it."
AI listens to voice notes — "Each voice note counts as 5 messages. Off: the AI asks the customer to type instead."

Both are on to start with. With one switched off, text keeps being answered as usual; only that kind of attachment isn't opened, and nothing is charged for it. The customer gets the same reply as for any attachment the assistant can't open, and the Inbox notes why under it (see the Inbox). Switching AI replies to messages off stops everything on that channel, photos and voice notes included.

When your social media messages are used up, your assistant stops opening new photos and voice notes until you top up or the pool refills. Nothing is charged for a photo or voice note it didn't read, and if a read fails, its 5 messages are given back.

Fix: to read photos and voice notes again, switch the channel's switch back on, or top up if your messages ran out.

Your free trial

A new account gets a free trial of Starter for 7 days, counted from when you created your account: 2,000 social media messages, with everything switched on — WhatsApp, comments, photos and voice notes, a 20-product catalog and one WhatsApp number. There's one trial per account: a workspace you add later doesn't start a new one.

Low or out of messages

While your trial has time and messages left, a banner reads "Free trial — [N] days and [M] messages left. Whichever runs out first ends the trial." None of the states below offer a checkout button in the dashboard — to renew, raise a limit, or top up a pay-as-you-go balance, contact us (see When to email us below).

"Your free trial has ended"

Shown in full as "Your free trial has ended — chat and new uploads are paused. Contact us to activate a plan and pick up where you left off." Your trial's days or messages ran out, whichever came first. Fix: contact us to activate a plan.

"Your subscription has expired"

Shown in full as "Your subscription has expired — chat and new uploads are paused. Contact us to activate a plan and pick up where you left off." Fix: contact us to renew.

Outside the trial and the fully-expired states above, every allowance you hold — your social media messages, Campaign messages, API messages and your Product catalog — warns you with the same banner, right on the screen that spends it, each time it's running low, used up, or (for a plan that doesn't auto-renew) ending within a week. A Top up or Renew button on it opens Support → Contact us.

You'll see it on: Inbox (Social media messages, Campaign messages), Campaigns (Campaign messages), Comments, Assistant and Knowledge Base (Social media messages), the Developer API page (API messages), and here on Usage, next to each product's own card. A healthy allowance shows nothing.

Under 20% of what you can still use is left — the month's pool plus any top-up you have. Once they're gone, your assistant stops replying on every channel until you top up or the pool refills. Fix: contact us to top up, or wait — it refills on your plan's monthly date (the date under the card's bar).

"Only [N] [allowance] left. Top up before they run out."

The same warning for your other allowances — for example "Only 80 campaign messages left. Top up before they run out." or "Only 150 API messages left. Top up before they run out." Fix: contact us to top up, or wait — it refills on your plan's monthly date (the date under the card's bar).

"Your [allowance] are used up for this month. Anything that needs them is paused until you top up."

That allowance's month — and any top-up you had — ran out before the refill. Whatever spends it — your assistant's replies on a channel, a campaign send, a comment reply, reading a photo or voice note — pauses until you top up or the pool refills on your plan's monthly date. Fix: contact us to top up (a top-up is kept until you use it), or wait for the refill.

"Your [allowance] end in [N] days." / "...end in 1 day." / "...end today."

The product behind that allowance doesn't auto-renew and its current period ends within a week. Nothing stops yet — this is a heads-up, not a used-up state. Fix: contact us to renew before the date, or turn on auto-renew so this stops appearing.

On the Overview page: "[Allowance] needs attention too." / "[N] other allowances need attention."

Overview shows your assistant's own Social media messages banner in full, plus this one line if any other allowance (Campaign messages, API messages, or your catalog) is low, used up, or ending soon — it doesn't repeat each one's own text here. Fix: press Go to Usage and follow the same-named banner there.

"Your assistant stopped replying on [channel]: [reason]"

A red strip at the top of every dashboard page (and the same line in the notifications bell) reads, for example, "Your assistant stopped replying on Facebook: your plan has ended", followed by "New messages still arrive in your Inbox, and you can answer them yourself. Your customers are not sent any message about this." The channel is Facebook, Instagram, Telegram or WhatsApp, and the reason is one of:

"your plan has ended" — your plan or trial ran out.
"you've used this month's messages" — this month's pool (or your prepaid balance) is empty.
"you've reached today's message limit" — your plan's daily cap is used up for today.
"your workspace has no package that includes replies here" — the workspace has no package with social media messages (for example it only has Campaign messages).

When there's nothing left to answer with, your assistant stays silent: the customer is sent nothing — no apology and no "try again later". Their message still lands in your Inbox, where you can answer it yourself. Nothing is disconnected: your channels stay connected when a plan or package ends. On Channels, the matching row shows "Not replying — plan ended", "Not replying — messages used up", "Not replying — daily limit reached" or "Not replying — no package" instead of Active.

We also tell you the ways you ticked under Alerts in Settings (your devices, Telegram, email) — at most once per channel per reason per day, not once per message. The email's subject is "Your assistant stopped replying on [channel]".

The alert goes away by itself after the next message your assistant answers normally on that channel, or at midnight (Cairo time).

Fix: press Request access (plan ended, or no package) or Contact us (messages used up, or daily limit reached) on the strip — both open Support → Contact us — or email us. View usage shows what's left. Replies start again with the next customer message once you have messages available. Messages that arrived while it was stopped aren't answered afterwards, so reply to those yourself from the Inbox.

Renewal

Each product on your plan shows a line saying what happens at the end of its current period. No prices are shown here; renewal payments are arranged with us directly.

"Renews on [date]" — auto-renew is on. On that date a new period of the same length starts (a monthly plan renews for a month, an annual one for a year) with the same allowances. Nothing stops, and the new period's first monthly pool arrives on the renewal date; after that it keeps refilling on the same day each month. Your top-ups carry over. About a week before, we tell you the ways you ticked under Alerts in Settings: "Your [product] renews automatically on [date]. To change or stop it, contact us.", and again when it has renewed.
"Ends on [date]" — auto-renew is off. The product stops on that date unless we renew it for you; you get reminders 7, 3 and 1 days before and on the day.

"Renewal not confirmed yet — works until [date]"

Your plan has renewed but we haven't recorded the payment for the new period yet. Everything keeps working until that date — 3 days after the renewal — on the messages you had left (and your top-ups). The new period's monthly pool arrives once we record the payment, so meanwhile the Usage and Overview cards read ", new messages arrive once your payment is confirmed" instead of a refill date. On the second day we also email you "We haven't confirmed your [product] renewal yet. It keeps working until [date]. Contact us if you've already paid." Once we record the payment, this line goes back to "Renews on" or "Ends on", the new pool arrives with your next message, and you get "Thank you, your [product] renewal is confirmed. It runs until [date]."

Fix: if you've already paid, email us the receipt; otherwise contact us before that date. Paying ahead avoids this entirely: when we record a renewal's payment before its date (for one or several months), it renews already paid and you never see this line.

"Your [product] stopped on [date] because the renewal wasn't confirmed. Contact us to restart it."

The 3 days passed without a confirmed payment, so the renewed period ended on that date — for a package, every product in it together. The product then shows its ordinary ended state on this page (for your assistant, "Your subscription has expired" above). Your data, settings and conversations are kept.

Fix: contact us. Paying now starts a new period from the day it's granted; it doesn't go back and fill the days it was stopped.

Campaign messages and API messages

WhatsApp replies and comments are part of your social media messages (above). What you send that isn't a reply is counted separately, by where it's sent from:

Campaign messages — "Everything you send from the Campaigns screen, and templates sent from the Inbox. A marketing message counts as 5; utility and authentication count as 1."
API messages — "Everything your own system sends through the Developer API. A marketing message counts as 5; utility, authentication and service count as 1."

Each is its own product with its own monthly pool, separate from your social media messages and from each other: they never borrow from each other, and you can have either one alone. With more than one WhatsApp number, all your numbers draw on the same pools. Both cards are always shown, reading Not on your plan until you have them.

Why a marketing message counts as 5

The categories are Meta's own, the same words WhatsApp Manager and Meta's bill use: Marketing (offers, announcements), Utility (order updates, reminders), Authentication (verification codes) and Service (a free-text message your system sends through the API inside the 24-hour window). Meta charges a marketing message far more than the others, so it counts as 5; every other message counts as 1. So 1,000 Campaign messages are 1,000 reminders, or 200 marketing messages, or any mix (100 marketing + 500 reminders = 1,000). Meta's own fee for each message is separate: Meta bills your WhatsApp Business account directly.

If Meta counts a message under another category than its template's, the difference moves inside the same pool: a marketing message Meta counted as utility gives 4 back; a utility message Meta counted as marketing uses 4 more. A message Meta accepts and then fails is given back in full.

If you have the product, its card shows:

What you've used — for example 3,500 "of 5,000 used" with a bar, and under it "1,500 left this month, refills on [date]" with the percent used. Each product refills on its own plan's monthly date.
Where they went — thin lines split by Meta's category: Marketing "(500 × 5)" (500 marketing messages sent; the number on the right, 2,500, is the messages they used), Utility, Authentication, and on API messages also Service "(replies inside 24 hours)".
Top-up — with a top-up on that product: "[N] top-up messages left. They never expire." Your monthly messages are used first, then the top-up. A top-up is for one product: Campaign messages or API messages.
Top up — opens Support → Contact us.

Right above those, the same banner every screen shows appears when that product is running low, used up, or ending soon — see One banner, on every screen that spends an allowance above.

If you don't have the product, the card shows its one-line definition and:

"Not on your plan"

With a Request access button that opens the same Support → Contact us panel used everywhere else in the dashboard.

Fix: press Request access, or email us, and we'll add the product to your plan.

I had Marketing messages or Other messages

They're now Campaign messages and API messages. We sent a one-time email (and Telegram message, if you linked Telegram), subject "Campaign messages and API messages", that reads "Your campaign and API allowances now count in Campaign messages and API messages. A marketing message counts as 5; utility, authentication and service count as 1. Nothing you paid for was lost: [N] messages moved to your balance."

Marketing messages became Campaign messages: your plan moved to the Campaigns plan with at least as many marketing messages as before. What was left, and any top-up, counts 5 each now, and was added to your Campaign messages as a top-up.
Other messages moved one for one: to your API messages if you had a Developer API key; otherwise to your Campaign messages if you had Marketing messages; otherwise to your social media messages.

Everything moved arrives as a top-up, so it never expires. Fix: nothing to do. If [N] looks wrong, email us.

By channel and billing history

By channel lists where your last 30 days of messages came from (widget, WhatsApp, Messenger, Instagram, Telegram, dashboard) — only shown once you have channel activity to report.
Billing history lists your subscription windows and recorded payments, when you have any. Under Subscription history, each window names what it's for: Social media messages, Campaign messages or API messages (an older WhatsApp window reads WhatsApp messages). When we change something on your subscription for you — auto-renew, your WhatsApp number limit, an add-on — the subscription is updated from that moment; you'll see the updated one, not a separate row that started and ended the same day.

More left than my monthly allowance

You have a top-up, and it sits on top of your monthly pool. On Usage it has its own Top-up balance card; on Overview the hint reads, for example, "400 of 500 + 1,000 top-up" — 400 is what's left of this month's 500, 1,000 the top-up. Your monthly messages are used first, then the top-up. Top-ups don't expire: they're kept until you use them — through each monthly refill, a renewal and a plan change. On the refill date only the monthly part goes back to your full allowance; the top-up stays as it is.

Fix: nothing to fix — that's your balance. If the top-up amount looks wrong, email us.

When to email us

See When to email us. For anything about your usage or plan specifically, tell us your workspace name and, if it's about one product, which one (social media messages, Campaign messages, API messages, or the product catalog). For a renewal you've already paid, attach the receipt. Tell us too if customers' photos stopped being read while the channel's AI reads photos switch was on and you still had messages left.