How your support allowance works

What counts

• Each reply our support team sends in a ticket your customer opened uses one ticket reply.
• Each reply our support team sends in a live chat uses one chat reply.

What is free

• Replies from you and your staff.
• Your customers' own messages, and opening a ticket.
• Automatic emails, and notes your team writes for each other.
• Our replies to requests you send us yourself.

See what is left

1. Open your Owner Account and choose your brand.
2. Click Support balance.
3. Look at Managed support replies this month. Ticket replies and Chat replies by our support team show how many were used out of your allowance. The dates under the title are your current period.

Below it, Chats our support team answered lists each chat and how many replies it used. The Live chat inbox in your brand admin also shows how many chat replies our team sent this month.

When it runs low or runs out

• At 80% and 95% you see a warning on the screen, and we email you.
• When the replies are used up, a short grace period starts and we keep answering.
• After the grace period, if Auto top-up is on, we keep answering and each extra reply is paid from your support balance, up to your monthly cap.
• If auto top-up is off, or the balance or cap cannot pay, we stop answering and your team answers instead. Your customers can still open tickets and chats.
• We start again as soon as you fix it: turn on auto top-up, raise your monthly cap, or add money. You do not have to wait for next month. See Top up your support balance.

Each new period starts with your full allowance again. How many replies each plan includes is on Plans and prices.

Common problems