Understanding AI Conversations and Limits

April 15, 2026

Understand what counts as an AI conversation, how monthly limits apply per plan, and what happens when your allowance runs out.

What Is an AI Conversation in LenoChat?

An AI conversation is the unit LenoChat uses to measure AI usage across your entire workspace. It represents a single customer chat session in which the AI was involved — either through the Leno AI Agent responding automatically or through an agent using the Leno AI Copilot writing assistant. The key principle is simple: regardless of how many AI actions happen inside one chat, each visitor chat session counts as at most one AI conversation credit against your plan. This means you are billed per customer interaction, not per individual AI response or Copilot action, which keeps your credit usage predictable and fair.

Leno AI Agent involvement — if the AI Agent sends one or more automated replies to a visitor during a chat session, that session is counted as one AI conversation.
Leno AI Copilot involvement — if a human agent uses any Copilot feature (suggested reply, tone adjustment, or rephrase) during a chat session, that session is counted as one AI conversation.
Both in the same chat — if the AI Agent replies first and then an agent also uses Copilot in the same session, the entire session still counts as just one AI conversation, not two.
Multiple Copilot actions — using Copilot three or four times within a single visitor chat counts as one AI conversation for that entire session, regardless of how many individual Copilot actions were used.
Credit tracking — your workspace tracks AI Agent usage and Copilot usage as separate counters in the dashboard, but both draw from the same shared AI conversation quota on your plan.

What Does Not Count as an AI Conversation

Not every AI feature in LenoChat draws from your monthly AI conversation allowance. Understanding what is excluded helps you use Copilot tools freely without worrying about running out of credits faster than expected.

Grammar check — using the Copilot grammar check feature to fix spelling and punctuation in an agent's reply does not consume an AI conversation credit. You can use grammar check as many times as you like in any conversation without any impact on your quota.
Human-to-human conversations — any chat session where neither the AI Agent nor any Copilot feature is used is entirely free and does not count against your AI conversation allowance, regardless of your plan tier.
Conversations resolved before AI engagement — if a visitor opens a chat but you close or resolve it before the AI Agent or Copilot has been used, no credit is consumed.
Knowledge base processing — indexing PDF documents, crawling website URLs, and adding Q&A entries to your knowledge base does not consume AI conversation credits. These are administrative operations and are not billed against your monthly allowance.

Tip: If you want to stretch your monthly AI conversation allowance, keep grammar check as your first stop for quick rewrites — it is always free. Save Suggested Reply and Tone Adjustment for conversations where you genuinely need AI-generated content, since those actions do consume a credit if not already used in that session.

AI Conversation Limits by Plan

Each LenoChat plan comes with a defined number of AI conversations per billing period. Monthly plans reset at the start of each calendar billing cycle; annual plans are allocated for the full year.

Plan	AI Conversations Included	Billing Period
Starter (Free)	100	Monthly
Trial	100	14 days
Plus (Monthly)	1,000	Monthly
Pro (Monthly)	2,000	Monthly
Plus (Annual)	12,000	Annual
Pro (Annual)	24,000	Annual

How and When Your AI Conversation Allowance Resets

Your AI conversation allowance resets automatically — you do not need to take any action to trigger the reset. The exact reset behaviour depends on whether you are on a monthly or annual plan. For monthly plans (Plus Monthly and Pro Monthly), your AI conversation counter resets to zero at the start of each monthly billing cycle. If your billing cycle starts on the 10th of each month, your counter resets on the 10th regardless of how many conversations you consumed in the previous period. Unused conversations do not roll over — the counter simply returns to your plan's full allowance at the start of the new cycle. For annual plans (Plus Annual and Pro Annual), your full yearly allocation is available from the date your annual plan starts. The counter does not reset monthly — you draw from the annual pool throughout the year. This means a Plus Annual subscriber has 12,000 conversations to use across 12 months rather than receiving 1,000 per month. Pacing your usage is therefore more important on annual plans. For trial accounts, the 100-conversation trial allowance is available for the 14-day trial period. Trial credits do not roll over when the trial ends — they expire together with the trial.

Important: Your AI conversation balance and reset date are visible in your dashboard at Leno AI → Settings. Check this page to see your current usage, your plan's total allowance, and the date your balance will next reset.

How to Check Your Current AI Usage

Monitoring your AI conversation usage before you hit the limit prevents unexpected service interruptions. LenoChat shows your real-time usage counter inside the Leno AI section of your dashboard. Follow these steps to check your current balance:

Step 1: Log in to your LenoChat dashboard and look for Leno AI in the left-hand sidebar navigation.
Step 2: Click on Leno AI to expand the section, then select Settings from the submenu.
Step 3: On the Settings page, find the usage card that displays your current AI conversation balance. It shows the number of conversations used out of your total plan allowance — for example, '250 / 1,000 conversations used'.
Step 4: The card also shows the date your allowance will reset (for monthly plans) or the remaining days in your annual cycle. If you have purchased add-on packs, each pack appears as a separate line with its own balance and expiry date.
Step 5: For a breakdown of how usage is split between AI Agent and Copilot, check the Leno AI Dashboard (Leno AI → Dashboard). This view shows separate counters for AI Agent conversations and Copilot-assisted conversations within the same billing period.

Placeholder — replace with screenshot of Leno AI Settings page showing the AI conversation usage counter

Tip: Set a recurring reminder to check your AI conversation usage once a week, especially during the first month after enabling the AI Agent. Open Leno AI → Unanswered Questions alongside the usage counter — if the AI is triggering many handoffs on questions it should be able to answer, adding targeted Q&A pairs to your knowledge base will lower the number of AI conversation credits consumed per day.

AI Conversation Add-On Packs

If you exhaust your monthly or annual AI conversation allowance before it resets, you can purchase additional AI conversation add-on packs from Settings → Billing at any time. Add-ons are available in multiple sizes to suit different usage levels, and they are activated immediately after purchase — AI Agent and Copilot resume working as soon as the add-on is applied to your account. Add-on packs are available exclusively to paid plan subscribers (Plus and Pro); Starter plan users must upgrade to a paid plan before purchasing add-ons.

Available pack sizes — add-on packs are offered in several conversation volumes including 500, 1,000, 1,500, 2,000, 2,500, 3,000, and 5,000 conversations. The exact prices are shown at checkout in Settings → Billing.
365-day validity — add-on conversations do not expire at your monthly billing cycle reset. Each pack is valid for 365 days from the date of purchase, giving you a full year to use the conversations you have purchased.
Automatic drawdown order — when your plan's base allowance is exhausted, LenoChat automatically draws from your oldest active add-on pack first. You do not need to manually activate or select which pack to use.
Multiple active packs — you can have more than one add-on pack active simultaneously. Each pack is listed separately in the usage card in Leno AI → Settings with its own balance and expiry date, so you can track them individually.
Purchasing a pack — navigate to Settings → Billing, select the Add-On Conversations option, choose your desired pack size, and complete the checkout. LenoChat uses Stripe for all billing; your current payment method on file is charged at checkout.

Placeholder — replace with screenshot of Settings Billing page showing AI conversation add-on pack options

What Happens When You Reach Your AI Conversation Limit

Reaching your AI conversation limit does not disrupt your entire LenoChat workspace — only the AI-powered features are paused. Understanding the exact behaviour helps you prepare a response plan in advance so visitors are never left without support. When your AI conversation counter reaches zero (or all active add-on packs are also exhausted), the following occurs: Leno AI Agent stops replying automatically to new incoming conversations. Visitors who open a new chat will not receive an AI response; the conversation will appear in the Unassigned queue for a human agent to handle manually. Leno AI Copilot suggestions pause inside the agent reply box. Suggested Reply, Tone Adjustment, and Rephrase will not produce results until the balance is restored. Grammar check remains available even when your balance is zero — it is never blocked by the conversation limit. Live human-to-human chat continues completely uninterrupted. All existing agent conversations continue normally, and new conversations can be started and handled by your team without any restrictions. The AI resumes automatically at the start of your next billing cycle when your balance resets, or immediately after you purchase an add-on pack from Settings → Billing.

If the AI Agent stops responding unexpectedly, check Leno AI → Settings first to confirm whether your quota is exhausted. This is the most common cause of the AI suddenly going silent mid-month.

Understanding AI Agent vs Copilot Usage Separately

Although AI Agent conversations and AI Copilot conversations draw from the same shared quota, LenoChat tracks them as two distinct usage counters. This gives Owners and Admins visibility into how their AI conversation budget is being consumed — whether it is primarily the automated chatbot handling visitor queries, or the human team using Copilot assistance during live conversations. The two counters are displayed on the Leno AI Dashboard (Leno AI → Dashboard) for the selected time period. The AI Agent usage counter (ai_agent_usage) records every chat session in which the AI Agent sent at least one automated reply. The AI Copilot usage counter (ai_copilot_usage) records every chat session in which a human agent used at least one Copilot feature (excluding grammar check, which is free). When both Agent and Copilot are used in the same session, that session increments the Agent counter but not the Copilot counter — since the session was already counted as one credit under Agent involvement. Reviewing this breakdown regularly helps you understand the ROI of each AI feature and make informed decisions about whether to adjust your plan tier or purchase add-ons.

High AI Agent usage — if agent usage is high relative to your monthly limit, consider upgrading to a higher plan tier or purchasing add-on packs. Also review your knowledge base quality — a well-trained AI resolves more conversations without handoff, meaning fewer credits spent on repeated attempted answers.
High Copilot usage — if Copilot usage is driving your credit consumption, consider whether all agents need Copilot access or whether grammar check (which is free) can cover the majority of their quick-edit needs.
Balanced usage — most teams use a combination of both features. The combined total of Agent + Copilot sessions represents your true monthly AI conversation consumption, visible as 'X out of Y conversations used' in Leno AI → Settings.

Common Issues & Solutions

The AI Agent has stopped responding even though my plan should have credits remaining

Navigate to Leno AI → Settings and check the usage counter. If the counter shows your allowance is not yet exhausted, verify that all three activation toggles are still enabled: Enable Leno AI, Enable AI Agent, and the master Enable switch must all be in the On position. If a workspace Owner or Admin accidentally toggled any of these off, the AI will stop responding even with credits remaining. Also check that your chat widget is still installed on your website — the AI requires a detected widget to function.

My AI conversation count is higher than expected

Open the Leno AI Dashboard to see the breakdown between AI Agent and Copilot usage. If Copilot usage is unexpectedly high, remind your agents that only Suggested Reply, Tone Adjustment, and Rephrase consume credits — grammar check is always free. If AI Agent usage is high, review Leno AI → Unanswered Questions to check whether the AI is repeatedly attempting to answer questions it cannot resolve, burning credits on partial attempts before handing off. Adding targeted Q&A pairs for recurring unanswered questions reduces unnecessary credit consumption.

I purchased an add-on pack but my AI conversations did not restore

After purchase, the add-on balance should appear in Leno AI → Settings within a few minutes. If the balance does not update after 5 minutes, refresh the page. If it is still missing, navigate to Settings → Billing to confirm the purchase was processed and the charge was applied to your payment method. If the charge appears on your billing history but the conversations are not reflected in Leno AI → Settings, contact LenoChat support with your billing confirmation email — the add-on will be applied manually.

Copilot suggestions are paused but my usage counter shows conversations remaining

Copilot requires both the master Enable Leno AI toggle and the separate Enable AI Copilot toggle to be On in Leno AI → Settings. Check both toggles independently — it is common for the AI Agent to be on while Copilot is accidentally disabled. If both toggles are enabled and Copilot still does not show suggestions, verify your plan includes Copilot access, then check whether a recent add-on pack expired and your base plan is now exhausted. The Leno AI → Settings usage card shows add-on balances and expiry dates separately.

Annual plan conversations are running out faster than expected

Annual plans provide a single pool of conversations for the full year — there is no monthly reset. If you enabled a high-volume AI Agent campaign or onboarded new agents using Copilot heavily, you may be drawing from the annual pool faster than anticipated. Navigate to Leno AI → Dashboard and filter by month to see your usage rate per month. If your current pace will exhaust the annual pool before the year ends, consider purchasing an add-on pack now while the price is known, rather than waiting until the balance reaches zero.

Frequently Asked Questions

Does using Copilot multiple times in one chat session count as multiple AI conversations?

No. A single visitor chat session counts as at most one AI conversation credit, regardless of how many times Copilot is used during that session. If you use Suggested Reply four times and Tone Adjustment twice within the same chat, it still counts as one AI conversation against your monthly allowance.

Does the Leno AI grammar check feature consume AI conversation credits?

No. Grammar check is completely free and does not consume any AI conversation credits. You can use it as many times as you like in any chat session without affecting your monthly quota. Only Suggested Reply, Tone Adjustment, and Rephrase count toward your AI conversation allowance.

What happens to my unused AI conversations at the end of the month?

Unused AI conversations from your base plan allowance do not carry over to the next billing cycle — the counter resets to your plan's full allocation at the start of each new cycle. Add-on packs are different: conversations purchased as add-ons are valid for 365 days from purchase and are not affected by your monthly billing cycle reset.

How long are AI conversation add-on packs valid for?

Add-on packs are valid for 365 days from the date of purchase. This is significantly longer than the 30-day window most services offer. If you purchase an add-on in January, any remaining conversations in that pack are still usable up to January the following year. Add-on validity is shown in Leno AI → Settings alongside the remaining balance.

Can I see how many AI conversations were used by the chatbot versus by Copilot?

Yes. Navigate to Leno AI → Dashboard to see separate usage counters for AI Agent conversations and Copilot-assisted conversations. The Leno AI → Settings page shows your combined total usage versus your plan limit. This breakdown helps you understand whether your AI budget is driven by automated chatbot activity or by human agents using Copilot.

What happens to live human chat when I run out of AI conversations?

Live human-to-human chat is completely unaffected when your AI conversation limit is reached. Your agents can continue chatting with visitors normally, and new conversations will appear in the inbox as usual — they just will not have AI Agent responses or Copilot suggestions available until your balance is restored by a billing cycle reset or add-on purchase.

Do annual plans reset AI conversations monthly or once per year?

Annual plans provide a single pool of conversations for the full year — there is no monthly reset. A Plus Annual subscriber has 12,000 conversations to use across 12 months, and a Pro Annual subscriber has 24,000. Unlike monthly plans where unused conversations expire each month, the annual pool is cumulative and available throughout the entire subscription year.

Can Starter (free) plan users purchase AI conversation add-on packs?

No. AI conversation add-on packs are only available to Plus and Pro plan subscribers. Starter plan users who need more than 100 AI conversations per month should upgrade to a paid plan, which also unlocks the ability to purchase add-ons in the future. You can upgrade from Settings → Billing.

If both the AI Agent and Copilot are used in the same conversation, does it count as two AI conversations?

No. When both the AI Agent and Copilot are used during the same visitor chat session, the entire session counts as only one AI conversation credit. LenoChat never double-counts a session. The AI Agent usage counter and Copilot usage counter track sessions independently for reporting purposes, but your quota is only reduced by one.

How do I get notified when I am close to my AI conversation limit?

Currently, the most reliable method is to check your usage manually in Leno AI → Settings, where the usage counter shows your remaining balance in real time. For teams that use the AI Agent heavily, scheduling a weekly check and setting a calendar reminder at the halfway point of your billing cycle helps you anticipate when to purchase an add-on pack before the balance runs out.