Billing, Usage, and Plan Management

> Note: This article covers the Velaro Messaging platform (V20). If you are using the legacy Velaro Live Chat console (V10), contact your account manager — billing and plan management for V10 is handled separately.

Viewing your current plan

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

• Your active plan name
• Feature flags — which integrations, channels, and capabilities are enabled on your account
• Usage meters — real-time progress bars for each metered resource

Your actual limits are set on your subscription and displayed live on the Billing page. Limits are not published in this article because they vary by plan and can be adjusted by your account manager. Always refer to your Billing page for the numbers that apply to your account.

Understanding usage meters

Velaro tracks usage across several resource categories (AI resolutions, workflow runs, contacts, KB articles, outbound emails, SMS messages, IVR minutes, API calls, and others depending on your plan). Each resource has a cap defined by your subscription.

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

Usage alerts

Velaro sends email alerts when you approach your limits:

• 80% warning — you have used most of your allowance for a resource
• 90% critical — you are close to hitting your limit
• 100% limit reached — behavior depends on your account's overage setting (see below)

Alerts go to account admins. To add additional recipients, contact your account manager.

What happens when you hit a limit

When a resource cap is reached, new usage of that resource stops. Existing conversations in progress are not interrupted, but new ones will not trigger the capped resource (for example, AI will not respond to new conversations once the AI resolution cap is reached for the month).

You will see an in-app banner when a limit is active. To restore access before the next billing cycle, contact your account manager to discuss a plan upgrade.

Upgrading your plan

Contact your account manager or visit the Billing page to request an upgrade. Upgrades take effect immediately — your new limits apply right away.

Plans only move forward. Velaro does not support plan downgrades. If you have concerns about your current plan, contact your account manager to discuss options.

Why I do not see plan prices on my Billing page

Some accounts see their plan and usage on the My Plan tab but no plan cards or prices. That is expected, not a bug, and it happens in two cases:

• Your plan is managed by your account team. Your pricing comes from a negotiated agreement, so published list prices would not match what you actually pay. Contact your account manager to change your plan, adjust capacity, or add features.
• Your plan is managed through a marketplace app. If you installed Velaro from a store marketplace, billing runs there. Change or cancel your plan from the Velaro app inside your store's admin, and the change syncs back to Velaro automatically.

Your included limits and current usage are always shown either way.

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 by the visitor 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 (% of conversations 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.

Questions about your plan or limits

Contact your account manager or open a support ticket. Your Billing page always reflects your current, up-to-date limits.