ReferencePlans and limits
Reference
Plans and limits
Every plan has a monthly allowance of AI replies and voice minutes, plus limits on sites, characters and what you can add to Knowledge. This page covers what each plan includes, how usage is counted and what happens when you reach a limit.
What each plan includes
| Free | Starter | Pro | Studio | |
|---|---|---|---|---|
| Price per month | $0 | $39 | $129 | $329 |
| Price per year | None | $374 | $1,238 | $3,158 |
| AI replies per month | 50 | 500 | 5,000 | 50,000 |
| Voice minutes per month | 10 | 30 | 150 | 500 |
| Sites | 1 | 1 | 5 | 25 |
| Characters | 1 | 1 | 3 | Unlimited |
| Custom FAQs | None | 10 | Unlimited | Unlimited |
| Custom knowledge pages | None | None | Unlimited | Unlimited |
| Instant Avatar generations per month | None | 2 | 5 | 15 |
| Uploaded Live2D models | None | None | 5 | 20 |
| "Powered by Saytu" badge | Shown | Shown | Hidden | Hidden |
| Free trial | None | 7 days | None | None |
| Priority support | No | No | No | Yes |
Current prices are also on Pricing.
- Free is what a store has without a paid plan. It isn't something you buy.
- Custom knowledge pages are the notes you write and the web pages you import. Products, pages and policies synced from Shopify are included on every plan and don't count.
- Instant Avatar generations: one generation is one full run or one redraw.
- Uploaded Live2D models is how many you can keep at once. At the limit, delete one before you upload another.
What counts as an AI reply
One shopper message and the AI's reply to it count as one AI reply. A few things don't count:
- A reply that never reaches the shopper.
- Messages while your team has taken over the conversation in the Inbox.
- On Shopify, your own chats in Test AI, previews and the setup wizard. These are free and unlimited. Chats on your live storefront count, even when they're yours.
Voice minutes count the time your character speaks aloud to shoppers. Your test chats don't use voice minutes.
When usage resets
AI replies and voice minutes reset on the 1st of each calendar month, in UTC. They reset whatever day your plan started. Unused replies and minutes don't carry over.
What happens at a limit
| Limit | What happens |
|---|---|
| AI replies | The character pauses. Shoppers see that the assistant is taking a short break. It answers again when you upgrade or when the month resets. |
| Voice minutes | The character keeps replying, in text only, until the month resets or you upgrade. |
| Custom FAQs | On Shopify, you can't add another until you remove one or upgrade. |
| Sites | Sites over your plan's limit are paused. They're kept, not deleted, and come back when you upgrade. |
On Shopify there's no overage: Saytu never charges extra for going past a limit. It pauses instead.
On Shopify, Home shows a banner when AI replies or voice minutes run out. Troubleshooting covers what shoppers see.
Check your usage
- On Shopify: open Subscription. Usage this cycle shows AI replies and voice minutes used against your plan, and the date quotas reset.
- On other websites: open Usage in Studio.
Analytics counts conversations over 7 or 30 days. It isn't the same number as your usage.
Billing on Shopify
Plans are billed through your Shopify bill. Shopify handles charges, trials and invoices.
- Open Subscription, then choose a plan. Plan changes open Shopify's pricing page, where you confirm them.
- Plans can be billed monthly or yearly.
- New Starter subscriptions include a 7-day free trial when Shopify confirms you're eligible. Pro and Studio have no trial.
- To cancel, choose Manage subscription. A move to Free takes effect at the end of your current billing cycle.
If you uninstall Saytu and install it again later, the setup wizard runs again.
Billing on other websites
Plans for other websites are set up with your account. See Pricing, or book a demo to get started.
What differs between Shopify and other websites
| Shopify | Other websites | |
|---|---|---|
| AI replies and voice minutes | Counted per month | Counted per month |
| Billing | Through your Shopify bill | Set up with your account |
| Live order status | Yes | No |
| Product cards and cart context | Yes | No |
| Greeting a shopper after a pause on a product page | Yes | No |
| Assigning Inbox conversations to staff | Yes | No |
The Shopify features read your store directly, so they need the Shopify app. Install covers both ways to add Saytu.
How long conversation data is kept
Personal data is anonymized 90 days after a conversation's last activity. This is a fixed Saytu policy and there's no setting to change it.
- A daily cleanup removes the message text and any attached images. The conversation itself is kept.
- Totals and metrics are kept after that.
- On Shopify, Shopify's data deletion requests for customers and shops are handled automatically.
You can read the policy in Settings › Privacy & retention on Shopify, or in Settings in Studio on other websites.