Understanding usage and billing

Cartfilo bills on weighted shopper messages per calendar month — not conversations, not tokens, not seats.

What counts as a message

A standard reply counts as 1 message. A multi-item basket build (a shopper asking for several things across categories at once) counts as 3, since it costs more to compute. The weighting is always shown in your dashboard before it’s applied — see pricing for the full plan table.

What happens if you go over

Paid plans bill overage per message at a rate that drops as your plan tier increases. The Free plan has no overage billing — instead, once you cross your monthly included-message cap, Cartfilo switches to a lighter-weight serving mode rather than cutting shoppers off entirely. Your dashboard shows a clear banner explaining exactly why, with the real numbers, and a link to upgrade.

AI chat vs. human chat

Every plan has two separate quotas, both shown on the pricing page: an AI chat quota and a Human chat quota, which is always 10× the AI quota. Only messages the AI assistant answers itself count against the AI chat quota and the weighted-message billing described above. Conversations handed off to your team draw from the separate Human chat quota instead, so a busy support week never eats into your AI allowance.

Chat history retention

Every plan retains chat history for a fixed window (7 days on Free, up to 180 days on Enterprise). Older conversations are not retrievable past that window — export anything you need to keep before it rolls off.

Next: Setting up human handoff.