Each plan’s limits, in detail

Conversations, AI, users, documents and history, plan by plan.

Last updated 20 October 2026

The plans on offer are Free, Essential, Pro and Business. Their prices are on the pricing page, in Canadian dollars, before tax, billed monthly.

Each plan’s price, on the pricing page

The volumes below are those of the grid shown on the pricing page. The paid plans have the same features, except macros, routing and response-time targets (SLA), and teams, which are Business-only; they also differ in their volumes and their support. Your organization’s own counters are under "Usage & Limits" in the dashboard.

Volume

Counters restart on the 1st of each month, at midnight, Montreal time. Nothing is billed for going over — the grid promises no paid overage, so there is none.

On the Free plan, the conversation ceiling is hard. Once it is reached, the widget asks the visitor for nothing, neither name nor email: it tells them the business cannot open a new conversation before the 1st of the following month. Conversations already open carry on as normal, and every refusal is counted under "Usage & Limits" (a visitor who tries again is counted again).

On the paid plans, conversations have no monthly cap. What is counted is AI-handled conversations: a conversation counts once, in the month of the agent’s first answer, even if it goes on or is reopened.

At the monthly cap, the agent hands over to your team for every new conversation, and the widget tells the visitor so: conversations keep arriving in the inbox, and you answer them yourself until the 1st of the following month.

Rate limits also protect the service against abuse, for example a bot opening conversations in a row. They are set so as not to touch normal use. Only one concerns the agent: if an unusual number of new conversations call on it within an hour, it hands the next ones over to your team, refusing nothing.

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

The rest

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.
• Email campaigns.
• Satisfaction surveys (NPS, CSAT) after resolution: only the widget’s star rating is offered.

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

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.

Without a paid subscription under way, a paid plan is picked online, under "Plans & Billing". To cancel, the owner or an administrator clicks "Cancel subscription" on the "Current plan" card: cancellation takes effect at the end of the month already paid, and "Resume" undoes it until then.

To change paid plans, the owner or an administrator clicks "Switch to this plan" on the card of the plan they want; the window shows the amount or the date before confirming. When upgrading, the prorated difference is charged right away, and the new quota applies once the payment is confirmed. When downgrading, the change takes effect at the end of the period already paid, with no credit or refund: the current plan stays in place until then, and "Cancel this change" removes the planned downgrade.

The dashboard does not yet let you change your card: for that, write to us at contact@echo-group.ca, as for changing a plan that was not subscribed to online. While a subscription taken out online is not cancelled, the organization cannot be deleted; cancelling does not delete your data: its deletion is requested at vie-privee@echo-group.ca.