Plans & upgrade
Your plan determines which channels your digital team member serves, how many conversations they conduct and which extras you can activate. In this chapter you will read how to choose a plan that suits your situation, how to recognise when it is time to scale up, how an upgrade works in practice and what happens to your data and settings if you change or stop.
What you need
- A picture of your current volume: how many enquiries do you receive per week, and through which channels?
- Your main goal: fewer missed calls, faster response time, more enquiries, or saving time on administration.
- Access to your account with administrator rights — see Settings & team.
Step 1 — Start with the channel where it hurts
Don't choose based on a list of features, but based on where you're losing customers. Go through these questions:
- Does the phone keep ringing whilst you're working? Then phone answering is your first channel — see Phone & calling.
- Do most questions come via WhatsApp? Start with your own business WhatsApp number — see Connect WhatsApp.
- Do you get many visitors who ask nothing? A chat window on your site converts visits into conversations — see Chatbot & website widget.
- Is your mailbox filling up? Choose a plan with e-mail management — see E-mail.
Start small and expand once the first channel is running well. One channel that works excellently delivers more than four channels that are half set up. A complete overview of what's included in each plan is on Plans.
Step 2 — Understand where the boundaries lie
Plans differ on a few axes. If you know them, you will choose faster:
| As | What it means | Where you'll notice it |
|---|---|---|
| Channels | Which channels your assistant handles | If you want to add WhatsApp to chat, or start phone answering |
| Volume | How many conversations or messages per month | During busy months or after a campaign |
| Team members | How many colleagues monitor and take over | As soon as multiple people share the inbox |
| Assistants | How many digital team members, with their own name and voice | With multiple locations, brands or departments |
| Integrations | Calendar, CRM or webshop connected | As soon as appointments or orders need to land automatically |
Step 3 — How to know it's time to scale up
You'll see these signals in your dashboard. Two or more at once almost always means: scale up.
- Your volume is approaching the maximum of your plan well before the end of the month.
- Calls are often transferred or escalated to a human because your team member is not allowed to handle something.
- Colleagues are in the same inbox but do not have their own access.
- You copy appointments or requests manually to your calendar or administration.
- Conversations are coming in in a language you have not yet enabled — see Multilingual customer service.
Step 4 — Upgrade in the dashboard
- Open Plans in the dashboard or go to the plans page.
- Choose the plan or add-on that fits and confirm.
- The extra features are available immediately; your existing settings remain unchanged.
- Set up the new channel via the corresponding chapter in this manual.
- Check your report after a week: are the new conversations actually being handled?
Unsure between two plans, or want to know first what an upgrade would deliver in your situation? Ask via Support — then we'll work it through with you rather than you taking on too much.
Step 5 — What happens to your data
- When you upgrade everything remains: conversations, contacts, knowledge base, persona and integrations.
- With a downgrade your data is kept, but features above your new plan are disabled. First switch off extra channels properly, so customers don't keep writing on a dead channel.
- Upon cancellation, the service stops at the end of your term. Request an export of your conversations and contacts in advance if you wish to keep them.
- Your number remains yours. If you leave, we reverse the forwarding or assist with the transfer.
Common mistakes
| Error | Solution |
|---|---|
| Starting too big: switching on all channels at once | Start with the channel where the bottleneck is and expand once that's running |
| Upgrading without expanding the knowledge base | More channels means more types of questions; first expand your knowledge (see Train your bot) |
| Only discovering volume limit when customers complain | Set a reminder to check your usage halfway through the month |
| Closing a channel without unsubscribing | Announce the channel where customers can now reach you and prepare a redirect |
| Letting team members read along via one shared account | Give everyone their own access — better overview and safer |
| Expanding without purpose | Decide in advance what you want to see: fewer missed calls, faster response time or more requests |
Frequently asked questions
Can I switch plans mid-term?
Yes. You can expand at any time; the new features are immediately available. If you want to go back to a smaller plan, let us know before the end of your term.
What happens if I exceed my volume?
Your assistant simply keeps working — we don't leave any customer out in the cold. You'll hear about it if it structurally becomes more, so you can choose a suitable plan instead of unexpectedly paying extra.
Is phone answering included as standard in every plan?
Telephony is an extension to the standard channels. On Plans you can see what's included in your plan and how to request it.
Will my conversations be retained if I downgrade?
Yes, your conversations, contacts and knowledge base remain saved. Only features that don't belong to your new plan are disabled.
Can I get multiple digital assistants?
Yes, for example one per location, brand or department — each with its own name, voice and knowledge base. How many are included in your plan can be seen on the plans page.
How do I cancel?
Let us know via Support. The service runs until the end of your term; request an export beforehand if you wish to keep your data.