Each plan’s limits, in detail
Conversations, users, documents and history, plan by plan.
The plans on offer are Free, Essential, Pro and Business. Their prices are on the pricing page, in Canadian dollars, before tax, billed monthly.
The volumes below are those of the grid shown on the pricing page. The paid plans have the same features, except automation (routing, response times, macros and teams), which is Business-only; they also differ in their volumes and their support. Your organization’s own counters are under "Usage & Limits" in the dashboard.
Volume
| Free | Essential | Pro | Business | |
|---|---|---|---|---|
| Conversations per month | 25 | 250 | 1,000 | 3,000 |
| AI-handled conversations per month | 0 | 250 | 1,000 | 3,000 |
| Users in the organization | 1 | 3 | 5 | 10 |
| Knowledge base documents | 0 | 5 | 20 | 100 |
| Plan history | 7 days | 1 month | 3 months | 1 year |
| Support | By email | By email | By the team | By the team |
The conversation counter restarts on the first day of each month. The ceiling is hard: once it is reached, a visitor trying to open a NEW conversation is refused, while the conversations already open carry on as normal. Nothing is billed for going over — the grid promises no paid overage, so there is none.
The user ceiling is checked twice: when the invitation is sent, and when the person accepts it. The error message names the plan and the number.
The AI agent
| Free | Essential | Pro | Business | |
|---|---|---|---|---|
| Automatic replies from the agent | no | included | included | included |
| Knowledge base search | no | included | included | included |
| AI Configuration (the five switches) | no | included | included | included |
| Custom AI actions | no | included | included | included |
| Agent messages per month | 0 | 10,000 | 40,000 | 120,000 |
The free plan has no AI agent at all: every conversation there waits for a person. That is not an oversight but a decision taken in August 2026 — every reply from the agent has a real cost, and giving it away meant paying for accounts that had no reason to move to a paid plan.
The agent message ceiling works out at 40 messages per AI-handled conversation included in the plan. It is a cost guard rail, not a commercial limit: it is not meant to bite before the conversation ceiling does. If it does anyway, visitors’ messages keep arriving and being recorded — only the automatic reply stops, until the next month.
The rest
| Free | Essential | Pro | Business | |
|---|---|---|---|---|
| Attachments in conversations | no | images, 5 MB | images, 5 MB | images, 5 MB |
| Response templates | absent from the menu | included | included | included |
| Advanced analytics: response and resolution times, satisfaction, per-agent performance | no | included | included | included |
| Analytics export (CSV and Excel) | no | included | included | included |
| Post-resolution surveys | no | included | included | included |
| Email campaigns | no | included | included | included |
| “Powered by Echo” on the widget | shown | shown | shown | shown |
What no plan includes
- API keys and API access.
- Webhooks.
- Audit logs: no plan surfaces them in the dashboard. Sensitive actions are logged internally — see the privacy policy.
- Single sign-on (SAML SSO).
- Custom widget CSS, and a custom domain.
- Keyword alerts.
- Frequent-question analysis.
- Bulk export of conversations and contacts: a conversation is exported on its own, as TXT or PDF.
Some of those screens exist in the product, but they do not appear in the menu of any plan: those features are offered to no one today. Announcing them here would be selling what is not for sale.
What does not depend on the plan
| Limit | Value |
|---|---|
| Visitor messages within one conversation | 40, after which the conversation is escalated automatically |
| New conversations opened by one visitor | 10 every 5 minutes |
| Attachment | 5 MB, images only — PNG, JPEG, GIF, WebP |
| Knowledge base documents | PDF, CSV, TXT |
| Widget languages | 10 |
| Passages kept per knowledge base search | 5 |
| Messages the agent re-reads before answering | the last 12 |
Changing plan, or stopping payment
The plan’s state, the current period and the payment history are under "Plans & Billing", reserved for the owner and the administrators. An unpaid invoice that runs past its grace period returns the organization to the free plan’s limits — the AI agent included, which then falls silent — until it is settled. Nothing is deleted for it.
Online payment is not open yet, and the dashboard does not let you cancel yourself: to pick a paid plan, change plans or cancel, write to us at contact@echo-group.ca. Cancellation takes effect at the end of the month already paid. Deleting the organization does not cancel the subscription, and cancelling does not delete your data: its deletion is requested at vie-privee@echo-group.ca.
When the month’s conversation ceiling is passed, a red dot starts pulsing on the "Usage & Limits" menu entry. It is the only automatic warning: worth a glance before the month is out.