Billing
Billing
Supportly billing is workspace scoped and limit driven. Plans govern workspace count, operator seats, AI message volume, knowledge base size, storage allowance, and request throughput.
Plan comparison
| Plan | Workspaces | Members | AI messages | KB docs | Storage |
|---|---|---|---|---|---|
| Free | 1 | 1 | 500 | 5 | 50 MB |
| Pro | 3 | 5 | 5,000 | 50 | 500 MB |
| Business | 10 | 20 | 25,000 | 200 | 5 GB |
| Enterprise | Custom | Custom | Custom | Custom | Custom |
These limits are enforced through the plan limits utility and workspace billing records. They should be reviewed alongside staffing and support volume, not just finance spend.
Usage limits and overage thinking
Supportly tracks AI messages used, token totals, and storage consumption across the active billing period. Even before a full billing provider workflow is attached, these metrics are the operational source of truth.
AI messages count reply generations: customer chat replies, agent drafts, and generated replies sent by agents. Automatic priority, category and tag assignment, summaries, taxonomy suggestions, and embeddings do not consume the message quota. All AI operations still reserve token and spending budgets; failed or cancelled attempts retain their reservation when usage is unknown. Replaying the same operation does not charge usage again.
If usage grows unexpectedly, treat it as a product signal. Sudden increases usually come from a new widget placement, a longer-than-expected support workflow, or an under-specified knowledge base causing more follow-up turns.
- Review AI usage after major marketing or onboarding launches.
- Watch storage after document-heavy knowledge base updates.
- Rotate keys and separate test from live usage to keep billing interpretation clean.
Workspace billing record
Tracked billing fields
1{2 "workspaceId": "2e369db2-3ae8-4590-a59f-8c2777d0f43b",3 "aiMessagesUsed": 842,4 "storageUsedBytes": 18874368,5 "tokenUsageTotal": 412900,6 "spendingCap": 20000,7 "currentPeriodStart": "2026-04-01T00:00:00.000Z",8 "currentPeriodEnd": "2026-05-01T00:00:00.000Z"9}Plan changes should follow operations
Do not upgrade purely on projected volume. Use actual AI usage, operator staffing, and document growth to justify the plan change.
Billing and usage
Review the current plan, quotas and spending limits in Settings. Use available billing controls without inventing payment or subscription APIs.
Permissions: Owner (manage_billing). Plan: All plans; current paid eligibility comes from trusted billing records. Use /settings.
- Quota limits apply across processes and keys
- Downgrade disables website-issued customer sessions
- Cleanup and revocation remain available at exhausted quotas