When we talk about messages, we mean responses from one of your bots. For example, if a customer asks for a bill update, the bot will ask for a postcode (1 message), and then give the answer to the query (another message). That would count as 2 messages in total. If you hit your limit, your Account Manager will work with you to understand why, and determine whether there's a better license tier for you.

Yes, you have control over which bots you build, and who they help. You just need to select that during the build process, it's really easy!

Yep you can move between plans as you wish and we can pro rata the billing. If you hit your message limit, we will let you know and you can decide whether or not you want to move to the next license level.

Sometimes your bots won't be able to answer questions. In that instance the bot will ask if the user wants to chat to a human. Then the bot will alert the best placed team member to take over the chat based on their skillset and the topic of the enquiry. 

When we talk about channels, we're basically asking where you want your bot to live! It could be on your website, in a mobile app, on Facebook Messenger, on Whatsapp, on your intranet, or somewhere else, like Microsoft Teams or Slack.