Understanding billing for AI Assist

The instructions below are for desktops and laptops only.

tawk.to’s AI Assist offers a comprehensive suite of AI-powered customer support tools. In this guide, we’ll walk you through the AI Assist plans, billing cycle, and steps to upgrade or downgrade your plan.


If you’re looking for information on general billing, click here.


To learn more about getting started with AI Assist, click here.

The AI Assist plans
HobbyGrowthBusinessEnterprise
  • Free of charge

  • AI-backed, multi-lingual chat support with 100 monthly message credits of 500,000 characters

  • Personalize AI Assist’s chat persona

  • Train AI Assist with instructions in the Base Prompt

  • Add essential documents to AI Assist’s data source

  • AI Assist crawls up to 100 web pages to expand its knowledge of your business




  • $29 monthly, $290 annually

  • Everything from Hobby

  • 1,000 monthly message credits of 4,000,000 characters

  • 500 crawled web pages

  • Escalations to human agents

  • API integrations (up to 1000 API calls)

  • Overages

  • Ticket support











  • $99 monthly, $990 annually

  • Supports high-growth businesses

  • Everything from Growth

  • Assisted setup

  • 5,000 message credits of 8,000,000 characters

  • 2000 crawled web pages (crawled every 12 hours)

  • Integrations with 5,000 API calls

  • Support via chats and tickets








  • $399 monthly, $3990 annually

  • For large businesses that require time-critical, round-the-clock support

  • Everything from Business

  • A dedicated account manager

  • Training support

  • 20,000 message credits of 12,000,000 characters

  • 10,000 crawled web pages (crawled hourly)

  • Integrations with 10,000 API calls

  • 24/7 all-year support via email, chat, and phone

Payments

We accept payments via credit card or PayPal, and you’ll be charged automatically according to your billing cycle (see below). 

Billing cycle

The AI Assist billing cycle starts when you activate a paid plan.


For example:


If you activate a monthly paid plan on 29 August, you’ll be billed immediately and the next billing date will be 29 September.


If you activate an annual paid plan on 29 August, you’ll be billed immediately and the next billing date will be 29 August the following year.


When you upgrade or downgrade your plan, your existing plan will be active until the next billing date.

Message credits

Message credits refer to the number of messages AI Assist sends customers in live chat per month.


When you upgrade your plan, your existing plan’s credits will be added to the new plan.


When you downgrade your plan, your existing plan’s credits will remain until the next billing date.


Testing your chat widget in AI Assist’s Settings doesn’t deduct your message credits. This means you can continue testing your widget even when your credits have run out.


Note:

Once the monthly limit is reached, AI Assist will stop responding to your chats until it resets the following month. To resume, you can buy message credits (called "overages") or upgrade your plan.

Overages

Overages are additional message credits you can purchase to support your incoming chat volumes. Overages will be used only when your plan’s monthly quota is reached.


Your overages don’t expire and will remain even if you upgrade or downgrade your plan.


To learn more about overages, click here.

Upgrading your plan

Follow these steps to upgrade your AI Assist plan:

1. Log in to tawk.to.

2. On your dashboard, select the property for which you want to set this up. Hover over the property name to ensure you’ve selected the correct one.

3. Click Add-ons on the top menu.

4. Click Upgrade under AI Assist.

5. Select the plan you want and click Continue.

6. Select your payment method (credit card or PayPal) and enter the required details.

7. Scroll down and choose your billing cycle (monthly or annually). Then, check your details and click Activate Now.

8. Your new plan is activated instantly and your billing details are available at Administration > Billing > Purchases and Invoices.

Note:

  • When you upgrade a plan, the new plan’s message allocations and entitlements are added to your account immediately. Your previous plan’s message allocations and entitlements will remain until the next billing date.

  • If you’re upgrading from one annual plan to another, and you’d like to cancel the remainder of your previous plan’s allocations, we can offer credit (equivalent to the cost of the remaining months) toward future purchases. Contact us via live chat or email us at support@tawk.to, and we’ll help you further.

Downgrading your plan

Follow these steps to downgrade your plan:

1. Go to Administration > Billing > Purchases and Invoices.

2. Click Modify next to the plan you want to downgrade and follow the instructions.

Your new plan will be activated on your next billing date, and your existing plan’s message credits will remain until then.

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