How conversations are counted, and what to do at the cap

Conversation counting is the one piece of Replai pricing worth understanding properly, because the unit is not the one people assume.

The unit is a thread, not a message

One conversation is one customer thread in which the bot sends up to five replies.

A customer who asks three questions in a row and gets three answers is one conversation, not three. A thread that runs on and takes eight bot replies counts as two.

The unit is the thread on purpose. A customer firing off "hi", then "are you open", then "what time" is one piece of work, and counting each message would charge you for how a person types rather than for what they needed.

Your own replies are free. Only bot replies count. Taking a thread over and handling it yourself costs nothing further, which is deliberate: nothing should make you hesitate before stepping in.

What happens at the cap

The bot stops replying. Messages still arrive, they still appear in Conversations, and you answer them yourself.

Nothing is lost and nothing is bounced. You are also warned as you approach the cap rather than finding out because the bot went quiet.

Conversation Packs

A pack is 100 more conversations, and what it costs depends on the plan you are already on:

The rate falls as the plan rises, so the more you grow the less each extra conversation costs. The $7 rate exists on Pro only.

The mechanics matter as much as the price, because a pack is not a monthly add-on:

• It is a balance, not an allowance
• Your plan's own conversations are spent first each cycle
• Whatever is left of a pack rolls into the next cycle
• Pack conversations stay valid for 12 months from purchase

So a pack bought for a busy December is still there in March if December did not need all of it. What it is not is a permanent extension: twelve months is the window, not forever.

Top up or move up?

Top up for a spike you can name. A campaign, a seasonal week, a promotion that went further than expected. The demand is temporary and so is the spend.

Move up when you want something the larger plan can do, not simply more of what you already have.

That second sentence is deliberate, because on volume alone the arithmetic usually says stay where you are. Growth at $49 plus three packs reaches 600 conversations for $73, and Pro is $99 for the same 600. If conversations were the only difference, buying packs would almost always win.

What Pro adds is capability rather than volume:

• Campaigns written in each lead's own language. Paste the message once in English and each lead receives it in theirs, written the way someone running that business would actually say it rather than run through a translator.
• Broadcast results filled back into the list you sent from. Every plan can already append rows to a Google Sheet. Pro is the one that goes back and updates a row that already exists, so Status, Last Contacted and Notes fill themselves in as the broadcast runs and the list becomes the record of what happened to it.

If neither of those changes how you work, packs on Growth are the cheaper answer and there is no reason to pretend otherwise.

Bringing the number down

If the count is higher than you expected, the cause is usually one of three things, and none of them is customers being chatty.

Threads that should have been one answer. A bot that replies in fragments burns the five-reply budget quickly. Tightening the length instruction in the system prompt often cuts usage meaningfully.

Questions it cannot answer. Every "I will check with the team" is a reply that cost a slot and helped nobody. Those are knowledge base gaps, and the flagged conversations will tell you which.

Answering everyone when you meant new conversations only. Worth checking under Settings, Auto-reply rules, particularly on a number with a lot of history.

What to do next

That is the full set of guides. If something you needed is not covered, the fastest way to get it written is to say so, because the list is built from what people actually get stuck on.