Billing & Usage
Understand your plan, track chat equivalents and voice minutes, and manage billing from the tenant admin.
Understanding Your Plan
Starter Plan
- 5,000 chat equivalents/month
- 250 voice minutes/month
- 25 knowledge docs
- 2 team seats per agent
- Core support
Growth Plan
- 25,000 chat equivalents/month
- 1,000 voice minutes/month
- 100 knowledge docs
- 10 team seats per agent
- Priority support
Business Plan
- 100,000 chat equivalents/month
- 3,000 voice minutes/month
- 500 knowledge docs
- 25 team seats per agent
- Advanced governance and reporting
What Counts as Usage?
Billing tracks chat equivalents and voice minutes. The current pricing model uses 1 voice minute = 100 chat equivalents for estimates and overage calculations.
- ●Chat traffic draws from the chat-equivalent pool shown in your plan
- ●Voice calls draw from the voice-minute allowance shown in your plan
- ●Overage is billed using the rate cards displayed in pricing
Viewing Your Usage
Usage Dashboard
- In the tenant admin, click "Billing" in the left sidebar
- Open the "Plans & Agents" view
- Review the plan cards, agent count, and current billing cycle
What You'll See
- ●Plan summary - Current tier, billing cycle, and pricing
- ●Usage - Chat equivalents, voice minutes, and estimated totals
- ●Agents - Active agent count and plan fit
- ●Invoices - Recent billing history and download links
Usage Alerts: When you approach your included usage, the dashboard surfaces upgrade and billing actions so you can add capacity before conversations are interrupted.
Upgrading Your Plan
When to Upgrade
- ●You are consistently near your included chat equivalent or voice minute limits
- ●You need more knowledge docs, seats, or agent capacity
- ●You want the extra governance and reporting that Business or Enterprise provides
How to Upgrade
- Go to Billing > Plans & Agents
- Choose the monthly or yearly cycle you want
- Pick the plan card that fits your current usage and confirm
Plan changes take effect through the billing flow and the dashboard updates once the new subscription is active.
Downgrading
Lowering a plan can reduce included chat equivalents, voice minutes, seats, or knowledge capacity, so review the plan cards before you confirm.
Payment Methods
Accepted: Visa, Mastercard, American Express, Discover (credit and debit cards).
Adding a Payment Method
- Open the billing portal from the Billing dashboard
- Add or update the card stored on the customer portal
- Return to the dashboard and refresh if you don't see the change immediately
Failed Payments
If a payment fails, update the card in the portal and retry the checkout or sync flow from the billing page.
That keeps your current plan active and avoids accidental downtime.
Understanding Your Invoice
Go to Billing > Invoices to view and download past invoices as PDFs.
What's on Your Invoice
- ●Plan cost - Your current subscription tier
- ●Usage overage - Extra chat equivalents or voice minutes beyond your allowance
- ●Taxes and fees - Applied based on your billing region
Cancelling Your Subscription
Use the billing portal to cancel the subscription or contact your admin team if the workspace is managed centrally.
- ●Your access stays active until the billing period ends
- ●Invoices and history remain visible in the portal
- ●Reactivation is handled through the same billing flow
Managing Costs
Tips to Stay Within Your Plan
- Make sure your agent's greeting is clear so customers know what it can help with
- Add a quick answers section to your website for common questions
- Set up after-hours messages to avoid unnecessary voice calls
- Check your usage dashboard weekly
Setting Usage Limits
The current billing UI does not expose a separate hard/soft limit toggle. Instead, the dashboard surfaces upgrade and billing actions as you approach your included usage so you can add capacity before conversations are interrupted.
The safest path for steady growth is usually to upgrade before you reach the cap.
Common Billing Questions
"Why did my bill change this month?"
Possible reasons: plan upgrade/downgrade, overage charges, added/removed team members, or tax rate changes.
"Can I get a refund?"
Refunds are handled case-by-case. Contact billing@ascenai.com with your account details.
"Do unused conversations roll over?"
No. Unused conversations and voice minutes reset each billing cycle. They do not roll over.
"What happens if I approach my limit?"
The billing dashboard highlights upgrade and billing actions before you run out of included usage. If you expect sustained growth, upgrade early so the agent keeps serving customers without interruption.
"Can I pause my account?"
If your workspace is managed centrally, contact your admin team. Otherwise, use the billing portal or contact support to discuss cancellation or account changes.
Need Help with Billing?
Contact our support team at billing@ascenai.com or learn about compliance and data privacy.