AI Bot Turns: Your Monthly Allowance

An AI bot turn is one visitor message that your AI bot answers. Bot turns are counted across every channel the bot answers on: web chat, SMS, WhatsApp, Apple Messages, IVR and Alexa.

What counts and what does not

• Each message the bot answers counts as one turn.
• Conversations a human agent has taken over are not counted. Once a team member is handling a thread, the bot is not answering it.

Your allowance

Your plan includes a monthly allowance of bot turns, and usage is counted per month. To see your exact number and how much you have used, an admin or billing user can open Billing and look under AI Bot Turns. Your plan details are always shown there, so this article does not list numbers.

Usage warnings

Velaro emails your account admins as you approach and reach your monthly allowance.

What happens at the cap

It depends on your account's overage setting:

• Warn (default): the bot keeps answering and the overage is logged. Nothing is interrupted.
• Hard: once you reach the cap, the bot stops answering new messages and replies: "I'm not able to keep answering automatically right now. Please leave your details and a team member will follow up." Conversations a human agent is handling are not affected.

If Velaro cannot read your usage for any reason, the bot keeps answering rather than going silent.

Getting more bot turns

An admin or billing user can go to Billing to move to a higher plan or add more bot turns, or contact your account manager.