- Agent seat
- One login for a teammate to use the shared inbox. Your own admin login counts as a seat. On paid plans you can add more seats beyond what's included, billed monthly per additional seat.
- Billable automation
- Each time a published automation runs and does chargeable work for a customer — sends a message, asks a question, tags or assigns the chat, or calls an integration. This is your monthly usage allowance. Runs that only change a chat's status or add an internal note are free and don't count.
- Published billable rule
- A live (published) automation that does that chargeable work — the number you can keep switched on at the same time. Automations that only change status or add notes don't count toward this, so you can keep as many of those running as you like.
- Integration block
- A step inside an automation that connects to an outside system: an API or webhook call, a Google Sheets action, or a Shopify order action (tag, cancel, lookup, or a store-event trigger). Counted per block across all your published automations — an automation with 3 API steps uses 3.
- Broadcast message
- One templated message sent to one contact in a broadcast campaign. The monthly limit is the total across all campaigns. WhatsApp / Meta conversation charges are billed separately by Meta.
- Channel
- A connected messaging account — WhatsApp, Instagram, or Facebook Messenger. Every plan connects all three.
- AI credit
- One credit = one AI action. Each plan includes a monthly pool of credits that runs your AI features:
- The bot — the WhatsApp bot that automatically answers your customers' common questions from your saved answers.
- Copilot — ready-to-send reply suggestions we draft for your agents (they just check and send).
- AI blocks — smart steps inside your automations that read a message, pull out details (like an order number) and send the chat down the right path.
Each of those uses one credit. Monthly credits refresh on the 1st and don't roll over. Any extra credits you buy stay valid until the end of the year. (On Diamond, CX & QA scoring use credits too.)
- AI block
- An automation step that uses AI to read a message and decide what happens next — detect intent, choose a branch, or pull out details. Available on Growth and above.
- Shopping Assistant
- An AI sales assistant that handles the whole product conversation on WhatsApp, Instagram and Messenger: it works out which product the customer means (from a message, photo, ad or post), answers their questions about it, and takes the order or sends a checkout link. It only quotes prices and links from your own catalog, and hands the chat to your team when it is unsure. Available on Pro and Diamond; each reply uses AI credits.
- Product catalog sync
- Your Shopify products — titles, variants, prices, stock, images and descriptions — are copied into Convofly and kept up to date automatically, so the bot and your agents always see current prices and stock. Available on Pro and Diamond.
- Google Sheet product sync
- For stores without Shopify. Convofly creates a product sheet in your own Google Drive with the right columns; you type your products, prices, sizes and stock, and Convofly reads it every hour (or when you click Sync now). Rows with a mistake are marked in the sheet. Available on Pro and above.
- Product questions bot
- The bot answers questions about one specific product — price, sizes, colours, stock, material — using only that product's details and the notes you add to it. If the answer isn't there, it says nothing and passes the chat to your team instead of guessing. Available on Pro and Diamond.
- Courier tracking number
- One shipment tracking number (Leopards, PostEx, M&P or Daraz Dex) that Convofly follows for you, so delivery updates reach your inbox and automations. Each number counts once in the month it is first tracked, however many times its status is checked. Monthly allowance: Growth 1,000, Pro 3,000, Diamond 10,000. On Pro and Diamond you can add more in blocks of 10,000 tracking numbers for $25 each.
- Analytics & reporting
- The full reporting suite — conversation & response-time metrics, first-response SLA attainment, business-hours response times, resolution / reopen / first-contact-resolution and automation-deflection rates, a busiest-times heatmap, a custom report builder, scheduled email digests and CSV exports. Available on Pro and above. Diamond adds the AI customer-experience layer: an automatic 1–5 CX score and sentiment on every resolved chat, AI topic clustering, and per-agent CX trends — no surveys needed.