Talkative offers different licensing models to suit various business needs. Understanding these models will help you choose the right option for your company and manage your user accounts effectively.
Types of Licenses
- Interaction Licensing: With this model, you are only charged on the number of interactions you consume within a given billing period (typically monthly). This is the preferred model for most Talkative Customers
- Named User Licensing: This is an assigned user license model so each user assigned a license consumes one license regardless of their activity or concurrency. This model is suitable for businesses with a defined number of users who need regular access to Talkative.
- Concurrent Licensing: This model allows an unlimited number of users to be created within the platform. However, only a specified number of users can be active concurrently. This model is often used for contact centres where agents work in shifts and are not all logged in at the same time.
➕ Adding Additional Users
- Interaction Licensing: There are no limits to how many users you can add within the platform.
- Named User Licensing: Contact our sales team to purchase additional user licenses. Once the licenses are added, you can create your new user accounts.
- Concurrent Licensing: You can continue to add new users without any limitations. However, ensure you stay within your allocated number of concurrent agents.
💸 Monitoring your Usage and Billing
You can monitor your license usage in the ‘Billing and Usage’ section of the platform. Use the Quick Search function at the top of the Settings tab to find ‘Billings and Usage’.
This section provides details on the number of licenses purchased, the number currently in use, and any potential overages. Use the arrows at the top of the page to see historical usage data.
What counts as an AI Interaction / Conversation?
An AI Interaction is recorded when a conversation includes:
- Use of the AI chatbot by a customer, or
- Use of AI agent assist by an agent (e.g. Navi or Copilot)
If both features are used in the same conversation, it is counted as a single AI Interaction.
What is not counted?
The following do not contribute to AI Interaction counts:
- AI-generated conversation summaries
- Message rephrasing
- Alerts and notifications
- Sentiment analysis and other passive AI tools
Monthly usage and visibility?
- AI Interaction usage resets at the start of each calendar month
- Usage is only shown for companies on the Enterprise plan
- You can find your current usage on the billing page under “AI Interactions”
Usage alerts
Account holders are notified by email when usage crosses key thresholds (e.g. 50%, 75% and 97%). These alerts help you stay informed and manage consumption proactively.
Managing usage
You can manage AI feature usage through your chatbot and agent settings. For help with AI licensing or plan adjustments, contact your Customer Success Manager or Support.
Safeguards
Our website widget only loads for a real user agent, so bots cannot easily access the widget. There are also rate limits in place to prevent abuse. We will waive charges for any AI interactions that are proven to be bots.
What happens when limits are exceeded?
Depending on what limit has been exceeded different behaviour can occur.
- Conversations
- If the conversation cap is reached, the web chat widget will display an error and prevent customers from starting new chats or being transferred.
- Behaviour on SMS, WhatsApp and Social channels can differ, and these channels can be configured to keep running via overage. If you rely on these channels, speak to your CSM about your overage settings.
- If the AI conversations limit is reached, no AI will fire on new conversations, including AI Knowledge Base lookups.
- Voice AI Minutes
- If Voice AI reaches its minutes limit, the phone line will stop working and a disconnect tone will be present.
- This also applies if Voice Assist minutes hit the limit.
- If voice limits are hit, we recommend reconfiguring the phone line, or buy further minutes as customers will not be able to get through to your agent.
We’re looking to develop fallback features in the future.
- AI Fair Usage Tokens
- AI tokens are a fair-usage allowance, not a charged resource. If they are exhausted, certain background AI features will stop working.
- These rarely run out under normal usage. We receive alerts as accounts approach their limits and will increase the allowance proactively.
- AI Knowledge Base Test Runs
- Account holders will no longer be able to complete any test runs on their knowledge bases if the limit is hit.
- AI Insight Reports
- If this limit is reached, AI Insight Reports will not run.
❓Frequently Asked Questions
Q: I've hit my limit. Help!
A: Please contact Talkative and we'll increase your token allowance, if you run into or near your limits.
Q: Where can I see my token usage?
A: Go to Settings > Billing.