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A conversation is counted when AnswerTide delivers its first substantive answer or performs a customer-requested tool action in a thread. Later messages in that thread stay included until 24 hours of inactivity. Greetings, widget opens, canned refusals, contact-form submissions, and handoffs without a substantive answer are not billable conversations.

Nothing goes dark. At your allowance chat pauses and visitors can still reach your team, a call takes a message that lands in your inbox, and email drafts wait for a person. You can set a monthly cap above your allowance: it starts at the included amount, so nothing extra is billed until you raise it. Past the allowance, each conversation is 12¢ and each email reply is 12¢, up to your cap. Handoffs are never billed.

Add agents one at a time on one subscription; allowances add up per agent, and your chat allowance is the highest one you hold. Moving to Growth or Scale replaces your single agents with one plan, prorated, and no allowance goes down.

Cancel any time. Monthly plans end after the current month; yearly plans end at the end of the term. Upgrades apply immediately and are prorated; downgrades apply at renewal.

Every answer cites one of your pages or the conversation is handed to your team; if AnswerTide invents an answer, or resolves fewer than 1 in 5 conversations (confirmed by your customer or no repeat contact within 7 days) in your first paid month, that month is refunded on request. Request it by replying to your invoice. Consumed prepaid packs are not refunded.