> 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, voice-to-text dictation 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).

AI and integration usage

On Settings > Billing, on the Usage Overview tab, the AI & Integrations section counts every way your account runs a skill or an integration action:

• AI tool calls - each time your AI agent uses a skill (look up an order, create a lead, and so on), on any AI model.
• MCP and API calls - calls made with your API keys, plus REST business actions such as pricing and quotes.
• Workflow integration actions - integration and HTTP steps your workflows run.
• Bot turns and workflow AI calls - AI replies in conversations and in workflow AI steps.

These reset on the 1st of each month. The same limit applies no matter how the call is made, so there is one number to watch, not one per channel.

If you bring your own AI key, the AI model cost is yours, but these limits still apply. Trial accounts have lower limits, shown on the same page, and you can upgrade to raise them.

New API keys can only call read-only skills. To let a key create or update records, raise that key's access level on the API Access page.

Usage alerts

Velaro emails your account admins when a resource nears or reaches its limit. The alert covers every metered resource, including Knowledge Indexes, Contacts, Users and monthly usage such as conversations and SMS.

• 60% heads-up (monthly usage only) -- plenty of room left, just a note
• 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)

Each alert is one email per account listing every resource that crossed a threshold, with a bar for each. You get the 60%, 80% and 90% notices once per resource per month. A limit-reached notice repeats daily until the limit is raised or resets.

The same alerts appear as a banner at the top of your Dashboard. Every alert has three actions:

• Request more capacity opens Billing, Contact Account Manager, already filled in with the resource. Your account manager adds the capacity, usually the same day, and sends an amendment to your agreement if your plan needs one.
• Upgrade my plan opens Billing, My Plan, for self-serve plan changes.
• View usage opens the Usage Overview tab.

To change who receives alerts or turn on automatic scaling, open Billing, Auto-Scale & Alerts.

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 or downgrading your plan

Go to the Billing page and select a different plan to change it yourself, or contact your account manager.

• Upgrading to a higher-priced plan takes effect immediately. You're taken through checkout, and your new limits and features apply as soon as payment succeeds.
• Downgrading to a lower-priced plan does not take effect right away. Velaro schedules the change for the end of your current billing period -- you keep your current plan, features, and pricing until then, and you are not charged anything to make the switch. When you select a lower plan, you'll see a confirmation showing the exact date the change takes effect before you confirm it.

If self-serve plan changes are turned off for your account (some accounts are managed directly by an account representative), you'll see a message asking you to contact billing@velaro.com instead -- your account manager can make the change for you, in either direction.

Accounts on a marketplace-billed plan (installed through a store's app marketplace) or a negotiated/custom contract always manage plan changes through that channel or their account representative, not the self-serve Billing page.

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.

Usage alerts (email and text message)

Go to Billing and find Usage Alerts. You are told when a metered feature reaches your

warning and critical percentages (defaults 80% and 90%) and again when you have used all of it

for the billing period. Each alert is sent once per feature per billing period.

• Email alerts are on by default and go to the addresses you list, or to every site

administrator when the list is blank.

• Text message alerts are optional. Turn them on and add up to 5 numbers in international

format (for example +14155550100).

• Only administrators and billing users can change these settings.

When a feature is fully used, people hitting it see a clear message such as "You have used all

of your voice-to-text minutes for this period. Please type your message instead, or ask your

administrator to increase your plan's limit."

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.

How Moshky shows charges and usage

When you ask Moshky about charges, usage or billing, the answer is a table: one row per charge, grouped by integration (HubSpot, Shopify, WhatsApp, and so on) with a subtotal per group, amounts formatted as currency and right-aligned, a Total row, and a colored status label (Paid, Pending, Past due, Failed, Connected, Disconnected). Integration names, pages and reports in the answer are clickable and open inside the app; external links open in a new tab. If something in an answer is not clickable, tell Moshky which item and it will link it.

Accounts on a custom plan (purchase through sales)

Some accounts are set up by the Velaro team on a custom plan. On those accounts the Billing pages, Usage Packs and the seat or plan buttons do not offer online checkout. Instead they show a notice to contact sales, with the sales email link. Paying an invoice from Velaro, the billing portal and the "request more capacity" form still work. If a customer asks why they cannot buy online, tell them their account is on a custom plan and to contact sales; staff can switch online purchasing back on for the account.

On a custom-plan account no screen shows plan, add-on, seat, usage pack or quote pricing, and the upgrade prompts, trial banner and Appointments page say to contact sales instead. The Billing page's "Contact Account Manager" tab is the request form: it sends the account, the signed-in user and what was asked for to the Velaro team, and sales is copied. A plain email to sales also works. Velaro staff turn this on when they create the account ("Purchases via sales only") or later from Support Tools, Site Health.