# What is a conversation?

> Exactly what ShopAssist counts as a billable conversation, including blocks, idle time, the premium multiplier and what is never counted.

Source: https://shopassist.coec.dk/docs/billing/what-is-a-conversation · Updated 2026-10-01

ShopAssist bills **conversations**, not messages or tokens. One billable conversation is:

* a block of up to 30 AI replies,
* within a conversation where messages are less than 24 hours apart.

## How counting works [#counting]

A conversation starts counting at the first AI reply that reaches the shopper. Every started block of 30 AI replies counts once: replies 1–30 are one conversation, the next reply starts the second.

If the shopper comes back after 24 hours or more without any message, the next AI reply starts a new billable conversation.

## Premium models [#premium]

With managed AI on a premium model, each block counts 3. If you switch to a premium model in the middle of a block, the current block stays at 1 and the next block counts the multiplier. With your own key (BYOK), every block counts 1.

## Never counted [#not-counted]

* Playground, preview and test-link conversations.
* Conversations from your staff IP addresses (**Settings → Privacy → Staff IP exclusions**, up to 10 ranges).
* Proactive messages, human agent messages and system messages.
* Replies that failed before anything reached the shopper, and repeated requests for the same message.
* Conversations blocked by abuse protection before a block started.

Handing off to a person never changes the count, and the assistant's resolution is never billed.

## Examples [#examples]

| Conversation                                                      | Counted |
| ----------------------------------------------------------------- | ------- |
| A shopper asks 3 questions                                        | 1       |
| 45 AI replies in one sitting                                      | 2       |
| 3 AI replies, an agent chats for 2 hours, then 40 more AI replies | 2       |
| 2 replies today, the shopper returns 2 days later for 2 more      | 2       |
| 10 replies on a premium managed model                             | 3     |

Usage is counted in the month in which a block starts.