# Plans and limits

> Every plan's included conversations, limits and features, generated from the plan catalog, and what happens when a limit is reached.

Source: https://shopassist.coec.dk/docs/getting-started/plans-and-limits · Updated 2026-10-01

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](/pricing).

**Usage**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| Remove ShopAssist branding | Not included | Included | Included | Included | Included |

**Compliance (every plan, never gated)**

| Feature | Free | Starter | Growth | Scale | Enterprise |
| --- | --- | --- | --- | --- | --- |
| 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 [#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](/docs/billing/overage-and-budgets) 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`](/docs/troubleshooting/sync-issues#plan_product_limit)).
* A feature not included in your plan answers `403 plan_feature_unavailable` in the API and shows an upgrade prompt in the dashboard.

## What shoppers see at a limit [#shoppers]

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](/docs/billing/overage-and-budgets).