Your conversation balance is a single pool for your organization. Each new conversation the bot starts uses one. When the balance reaches zero, the bot stops starting new conversations until you add more.
How the balance works
One conversation comes out of the balance each time the bot starts a new chat with a lead. The Usage card in the sidebar and at the top of the Plans page shows where you stand: X used · Y left and a percentage.
The balance doesn't reset on its own. It goes down as the bot works and back up when you buy more, so unused conversations stay in your balance.
What happens when you hit zero
The bot stops starting new conversations. Chats your team has already taken over keep working, but the AI won't pick up new leads while the balance is empty. It starts again as soon as you add conversations.
ChatSan emails the organization owner as the balance runs down:
- 80% - a heads-up that you're scaling fast.
- 90% - add more soon; at 100% the bot pauses.
- 100% - the bot is paused until you add conversations.
Each alert is sent once and isn't repeated for at least 7 days.
Add more conversations
Open the Plans page in the app and buy more (paid in crypto). The new conversations are added to your balance right away. Only the organization owner can buy.
Learn more: how plans and per-conversation pricing work in pricing and conversations →