Your Omnichannel AI package includes a set number of resolutions each billing cycle. Overage billing lets your AI keep answering on Email, Instagram, Facebook, and WhatsApp after you use them all — each extra resolved conversation is simply billed at $1.20, so a busy week never turns into a quiet inbox.
Turning overage on or off
The control lives with your package:
- Open Billing in your Rep AI Console.
- Find Omnichannel AI and click Manage.
- Switch Keep AI answering past your plan on or off.
New Omnichannel AI subscriptions have overage switched on from the start. If your subscription began before overage billing was introduced, the toggle waits for you to turn it on.
If you're billed through Shopify, turning the toggle on takes you to Shopify to approve the usage charge that overage is billed on. Approve it and you're returned to the Console with overage active. If you close that screen without approving, overage stays off and the Console tells you the approval wasn't completed — you can start again from the same toggle. Merchants billed directly by card have nothing extra to approve.
Rep AI emails the account owner to confirm once overage is active.
What you're charged
- $1.20 per resolved conversation beyond your plan. The rate is the same on every plan and every billing cycle length.
- Only genuine resolutions count — exactly the same rule as the resolutions in your package. You're not charged when the AI escalates to your team, when a teammate takes over, when a Meta conversation falls back to Classic answering, or when the AI stays silent.
- Overage is charged through the billing method you already use — as a Shopify usage charge or on your card — and appears as "Omnichannel AI overage — $1.20 per resolved conversation beyond your plan."
- Charges settle as they accrue, and any remainder is settled when your cycle renews, when you change your package, or when you cancel.
Following your usage in the Console
Your Omnichannel AI usage card shows resolutions used, your renewal date, and the list of conversations that consumed them. Banners appear on your Billing page and on your Email and Meta channel screens as you move through the cycle:
| What you see | What it means |
|---|---|
| Almost at your plan limit | You've used 90% or more of your package. It shows your exact usage, your renewal date, and the rate extra resolutions will be billed at. |
| You're over your plan | Your package is used up and AI is answering on overage. The banner shows your usage and how much you've gone over. |
| AI Answering is paused | Your package is used up and overage is off. Turn overage on to keep AI answering, or upgrade your package. |
| Overage limit reached | Overage charges reached the per-cycle safety cap and AI answering is paused for the rest of the cycle. |
You'll also get an email when your balance drops to 20% remaining and again when your package is used up. The wording matches your setup, so you always know whether AI is continuing on overage or waiting for you.
The per-cycle safety cap
Rep AI never lets extra usage run away with your bill. Overage charges are capped at $1,000 per billing period, and that cap is shared with the extra shopper sessions on your main plan — together they can never add more than $1,000 in a single period.
If overage reaches the cap, AI answering pauses for the rest of the cycle. You have two ways to bring it back:
- Upgrade your package — AI resumes right away with a bigger bundle.
- Wait for renewal — AI resumes automatically when your next cycle starts.
If you'd rather not pay for extra resolutions
Switch Keep AI answering past your plan off. AI then stops at your package each cycle and picks back up when it renews. What that looks like depends on the channel:
- Instagram, Facebook, WhatsApp — customers get your Classic auto-responses instead of full AI replies. No resolutions are consumed.
- Email — AI email answering pauses until you upgrade, renew, or turn overage back on. Subscriptions that began before overage billing was introduced keep AI drafting replies for your team to review and send instead.
You can also stop AI on a single channel at any time from that channel's settings, without touching your package.
Plan changes and cancellation
- Upgrading applies right away. Your larger bundle starts from that moment, and resolutions already billed as overage stay at $1.20.
- Downgrading applies at your next renewal, so you finish the cycle you've paid for. Overage keeps working at $1.20 until then.
- Cancelling while you still have resolutions left keeps AI answering until they run out or your cycle ends. Nothing new is charged, and no new overage builds up.
- Cancelling with no resolutions left turns AI answering off immediately. Overage you've already used is billed on your final invoice.
Frequently asked questions
Does overage cost more on an annual plan?
No. Extra resolutions are $1.20 each on every plan and every billing cycle length.
Will my AI ever go quiet without me choosing it?
Only in two cases: overage charges reaching the $1,000 per-cycle cap, or cancelling when you have no resolutions left. Everything else is your own choice — the toggle or a channel's own settings.
What if the AI can’t answer, or my team takes over?
Neither consumes a resolution. You’re charged only when the AI resolves the conversation itself, inside your package or on overage.
I turned overage on but AI still isn't answering past my plan.
If you're billed through Shopify, check that the approval screen was completed — the toggle only stays on once Shopify has approved the usage charge. If it's on and AI is still paused, you may have reached the $1,000 cap for this cycle; upgrading your package resumes answering right away.
Where do I see exactly which conversations I was charged for?
Open Manage on your Omnichannel AI package in Billing and use the billable conversations list — it covers both the resolutions in your package and the ones billed as overage.
Can I set my own spending limit?
The $1,000 per-period cap applies to every account. If you want to stop spending sooner, switch overage off and AI will stop at your package for the rest of the cycle.