Getting started
Plans and limits
Every plan's included conversations, limits and features, generated from the plan catalog, and what happens when a limit is reached.
The table is generated from the same plan catalog the billing system enforces, so it is always current. Prices per currency and interval are on the pricing page.
| Feature | Free | Starter | Growth | Scale | Enterprise |
|---|---|---|---|---|---|
| Usage | |||||
| Included conversations per month | 0 | 750 | 2,500 | 10,000 | 40,000 |
| Overage per conversation (EUR) | — | €0.08 | €0.06 | €0.045 | from €0.03 |
| Continues beyond the included amount | Not included | Included | Included | Included | Included |
| Conversations with your own AI key | 3,000 | 10,000 | 25,000 | 100,000 | Unlimited |
| AI pauses at the limit | Included | Not included | Not included | Not included | Not included |
| Stores | 1 | 1 | 3 | 10 | Unlimited |
| Team members | 1 | 3 | 10 | Unlimited | Unlimited |
| Searchable products per store | 5,000 | 10,000 | 50,000 | 250,000 | Unlimited |
| AI | |||||
| Managed AI included | Not included | Included | Included | Included | Included |
| Premium models | Not included | Not included | Included (counts 3×) | Included (counts 3×) | Included (counts 3×) |
| Your own AI key | Included | Included | Included | Included | Included |
| Assistant | |||||
| Product questions and answers | Included | Included | Included | Included | Included |
| Product cards and carousels | Included | Included | Included | Included | Included |
| Comparison tables | Included | Included | Included | Included | Included |
| Answers in the shopper's language | Included | Included | Included | Included | Included |
| Stock per physical store | Included | Included | Included | Included | Included |
| Store locator and opening hours | Included | Included | Included | Included | Included |
| Visual search (with a vision-capable model) | Included | Included | Included | Included | Included |
| Gift finder and size advisor with size charts | Not included | Included | Included | Included | Included |
| Proactive messages | 1 | 3 | Unlimited | Unlimited | Unlimited |
| Knowledge pages | 25 | 200 | 2,000 | 10,000 | Unlimited |
| Knowledge files | 10 | 50 | 500 | 2,000 | Unlimited |
| Orders and actions | |||||
| Order status and tracking | Included | Included | Included | Included | Included |
| Add to cart and checkout links | Included | Included | Included | Included | Included |
| Lead capture with consent | Included | Included | Included | Included | Included |
| Transcript by email | Included | Included | Included | Included | Included |
| Returns and cancellations | Not included | Included | Included | Included | Included |
| Back-in-stock alerts | Not included | Included | Included | Included | Included |
| Handoff | |||||
| Handoff by email | Included | Included | Included | Included | Included |
| Slack notifications | Not included | Included | Included | Included | Included |
| Helpdesk handoff (Zendesk, Gorgias, Freshdesk) | Not included | Not included | Included | Included | Included |
| Live inbox and takeover | Not included | Included | Included | Included | Included |
| Office hours | Not included | Not included | Included | Included | Included |
| Insights | |||||
| Analytics history | 30 days | 90 days | 395 days | 760 days | 760 days |
| Customer satisfaction (CSAT) | Not included | Included | Included | Included | Included |
| Demand insights and top questions | Not included | Not included | Included | Included | Included |
| Revenue analytics | Not included | Not included | Included | Included | Included |
| Analytics export | Not included | Not included | Not included | Included | Included |
| Custom attribution window | Not included | Not included | Not included | Included | Included |
| Maximum transcript retention | 30 days | 90 days | 365 days | 1,095 days | 1,095 days |
| Developers | |||||
| Merchant REST API | Push, reports and privacy only | Push, reports and privacy only | Read access | Full access | Full access |
| Outgoing webhooks | Not included | Not included | Included | Included | Included |
| Full organization audit log | Not included | Not included | Not included | Included | Included |
| Brand | |||||
| Remove ShopAssist branding | Not included | Included | Included | Included | Included |
| Compliance (every plan, never gated) | |||||
| AI Act disclosure | Included | Included | Included | Included | Included |
| Consent flows | Included | Included | Included | Included | Included |
| GDPR and data-subject request tools | Included | Included | Included | Included | Included |
| WCAG 2.2 AA widget | Included | Included | Included | Included | Included |
| 11 widget languages | Included | Included | Included | Included | Included |
How limits apply
- Included conversations are counted per billing period across all stores of a billing account. Above them, paid plans bill overage per conversation, up to the overage budget you set.
- Your own AI key conversations don't use the included managed conversations. On the Free plan they are capped per month; when the cap is reached the assistant switches to contact mode until the next month.
- Store, seat and product limits are checked when you add a store, invite someone or sync a catalog. Products above the limit are skipped and the dashboard warns you (
plan_product_limit). - A feature not included in your plan answers
403 plan_feature_unavailablein the API and shows an upgrade prompt in the dashboard.
What shoppers see at a limit
Shoppers never see billing messages. When the assistant can't answer because of a limit, the widget turns into a contact form or offers your human handoff instead. See overage and budgets.
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