What counts as a chatbot conversation, and where can I see my usage?

The “AI Chat module” is measured in conversations, not messages: within a conversation, your client and the assistant can exchange as many messages as needed.

When a new conversation starts

• A conversation starts when the client writes and stays open while the chat goes on.
• After 24 hours without messages, the next thing the client writes opens a new conversation. That is why the same client can count more than once in a month if they come back days later.
• Opening the chat without writing doesn’t count.
• If, in a conversation that comes back after 24 hours, only your team replies by hand and the AI doesn’t, it doesn’t count.
• The rule is the same on every chatbot channel.

Where to see your usage

• In Chatbot → Overview, the “Conversations this cycle” card shows the ones in your billing cycle against the ones included. It is the same number that gets billed.
• In Settings → Billing & Credits → “View usage” you have the detail, what has been charged for overage and an end-of-period projection.

If you go over what’s included

Each extra conversation is billed separately. To set a ceiling, set an “Overage budget” in Billing & Credits: once it runs out, the chat stops replying until the next cycle.

If you use your own WhatsApp number

Separately from your plan, Meta includes 1,000 free reply messages per month and number and charges each message beyond that, directly to the card on your Meta account. It is a Meta fee and it goes entirely to Meta: CitaFlow neither charges it nor keeps any of it. On the shared CitaFlow number, we cover that cost.