Billing, Usage, and Plan Management

Viewing your current plan

Go to Billing in the sidebar to see your subscription details, current usage, and available features. The page shows:

• Your plan tier (Basic, Pro, or Enterprise)
• Feature flags — which integrations, channels, and capabilities are enabled
• Usage meters — real-time progress bars for metered resources

Understanding usage meters

Velaro tracks usage across several categories. Each has a monthly allowance based on your plan:

| Resource | Basic | Pro | Enterprise |

|---|---|---|---|

| AI Resolutions | 200/mo | 2,000/mo | Unlimited |

| Workflow Runs | 500/mo | 2,500/mo | Unlimited |

| Contacts | 500 | 10,000 | Unlimited |

| KB Articles | 25 | 500 | Unlimited |

| Outbound Emails | — | 1,000/mo | Unlimited |

| SMS Messages | — | Plan-based | Unlimited |

| IVR Minutes | — | Plan-based | Unlimited |

| API Calls | — | 10,000/mo | Unlimited |

Usage resets on the 1st of each month (UTC).

Usage alerts

Velaro sends email alerts when you approach your limits:

• 80% warning — "You've used 80% of your monthly AI resolutions"
• 90% critical — "You're about to hit your limit"
• 100% limit reached — behavior depends on your overage setting (see below)

Alerts go to account admins. You can add additional recipients under Settings → Notifications.

What happens when you hit a limit

Your account's Overage Behavior setting controls what happens:

• Warn (default) — the feature keeps working, but you'll see a banner and receive alerts. Usage is tracked for billing review.
• Block — the feature stops working until the next billing cycle or you upgrade. Existing conversations are not interrupted, but new ones won't trigger the limited resource.

Upgrading your plan

Visit the Billing page and click Upgrade Plan to see available tiers. Upgrades take effect immediately — your new limits apply right away, and you're prorated for the remainder of the billing cycle.

Per-resolution pricing (pay-as-you-go)

For teams that want AI without committing to a full plan, Velaro offers pay-per-resolution pricing. You're only charged when the AI successfully resolves a conversation without a human agent.

This is ideal for:

• Small teams evaluating AI before committing
• Seasonal businesses with unpredictable volume
• Adding AI to a specific channel (e.g., after-hours web chat only)

Contact your account manager or check Billing for current per-resolution rates.

What counts as a billable AI resolution?

A conversation counts as an AI resolution when:

1. The bot handled the entire conversation (no human agent joined)

2. The conversation was closed normally (not abandoned by the visitor)

Conversations that escalate to a human agent or are abandoned do not count as AI resolutions.

Monitoring your AI ROI

Go to Reports → Value Report to see how much your AI is saving:

• Deflection rate (% handled entirely by AI)
• Hours saved (deflections × average handle time)
• Cost savings (hours saved × agent cost per hour)

Adjust the inputs to match your business for accurate calculations.

Downgrading or canceling

If your current plan is more than you need, you can downgrade to a smaller plan. Your data, integrations, and configuration remain intact. Features above your new plan's tier are disabled but not deleted — upgrade again and they reactivate.

For cancellation, see the Getting Started guide or contact your account manager.