Plans and billing

Every workspace has one plan. It decides how much you can store, how many questions your assistants can answer, and which features are switched on.

The plans

Starter is one site with one assistant: a single knowledge base, a modest document allowance, and one widget. It is the plan for "we have a help page and we would like it to answer questions".

Pro is the working plan: several knowledge bases, every widget surface, custom CSS, the REST API and the connectors, and analytics you can export. Most teams that use WelcomeAI daily are on it.

Business adds room and control: many more knowledge bases and documents, a custom domain for the hosted chat, SSO, the audit log, and roles so people can be given only the part of the product they need.

Bring Your Own is different in kind. You pay for the platform and supply your own Anthropic and OpenAI keys, so the inference is billed to you by the provider at their prices. It suits a workspace whose volume makes the model cost the biggest line, or one whose policy requires the provider relationship to be theirs. See the guide on using your own keys.

What a trial is

A new workspace starts on a fourteen-day Pro trial with no card. Nothing is charged and nothing is switched off during it. At the end you pick a plan; until you do, the workspace stops answering new questions but nothing is deleted.

How usage is counted

Two things are metered, and they are not the same thing:

Messages are answers your assistants gave. One question and its answer is one message. A visitor who asks six questions in one conversation spends six.

AI tokens are what those answers cost to produce. A token is roughly three quarters of a word, and both what we send the model (your question plus the retrieved passages) and what it writes back are counted. Output costs about five times input, which is why a long answer costs more than a long question.

Everything else -- documents, storage, knowledge bases, widgets, seats -- is a level rather than a meter. It is how much you are holding, not how much you have spent, so it goes down when you delete something.

Usage resets at the start of each billing period. The Billing and usage page shows every figure as used out of total, so you never have to work out how close you are.

At the limit

An answer already being written finishes. After that, new questions are refused until the period resets, and the widget says so rather than failing silently. Nothing is charged for going over -- there is no overage bill and no surprise invoice.

If one number is the problem and the rest of the plan fits, ask us to raise that one rather than moving up a whole plan. Raised limits show on your billing page with the original underneath, so you can always see what is yours and what was granted.

Changing plan

Upgrading takes effect immediately and is prorated. Downgrading takes effect at the end of the current period, so you keep what you paid for.

Cancelling stops the renewal; the workspace keeps working until the period ends and then stops answering. Your data stays for the retention window, so cancelling is not deleting.

Invoices and payment

Payment is handled by Lemon Squeezy, our merchant of record. They hold the card, produce the invoice and handle the tax; we never see a card number. Invoices appear on the Billing and usage page as they are issued, and the customer portal is where you change the card or the billing address.