Pay for conversations, never for seats

Per conversation, always. Seats are never billed. Each plan includes a seat allowance — Starter and Growth 30, Plus 50, Premier unlimited — but you pay for conversations handled, not headcount. This is deliberate. When an AI Agent resolves a conversation without a human, your cost per conversation falls. A per-seat model would charge you the same either way.

A conversation is one customer's thread, counted once regardless of how many messages pass inside it. Conversations draw from one shared pool across every channel and every brand on your subscription. A customer who writes on WhatsApp and later on Instagram does not consume two separate allowances.

Quarterly or annually. There is no monthly term. Annual commitments save 20% against quarterly, and they do more than discount: your committed volume becomes an annual pool that carries from month to month. Quiet months fund busy ones. For seasonal businesses — Ramadan, Black Friday, admissions season — that flexibility often matters more than the saving itself.

Overage is charged per block, not per conversation. One block equals your plan's entry volume, so you are never billed for a handful of extra conversations in isolation. Overage applies above 100% of your commitment. If your volume grows past the published bands, we move you to an Enterprise agreement written for your scale rather than stacking overage indefinitely.

Yes. Onboarding is a one-time fee on every plan, quoted as its own line so you can see exactly what you are paying for. It covers the channels your plan includes, standard ticketing and case configuration where applicable, reports setup, and AI setup and tuning. Billing for your subscription starts at go-live, not at signature.

Shopify and Odoo connect natively for order tracking and product recommendations, included in your subscription and provisioned on your order. Any other system — your ERP, CRM, custom database or an internal API — is built by our team as a Professional Services engagement on Plus or Premier. It is scoped and quoted separately. On Premier you can also build your own tools and connect external MCP servers directly in the platform.

AI Agents are agentic on every plan. They answer from your knowledge base and track orders. When a conversation needs a person, they hand over in the same thread with full context. You set the handover rules. Resolution rate depends on your channel mix, language and knowledge-base quality. We size it against your own conversation data during scoping instead of quoting an industry average.

We lead with a tailored demo using your own use cases, which is usually enough to make a decision. A proof of concept or paid trial is possible but handled case by case, because a meaningful one takes real setup effort on both sides. Talk to us about what you need to see and we will tell you honestly which route fits.

WhatsApp, Facebook Messenger and comments, Instagram DM and comments, webchat, email, and your mobile app or customer portal. Each platform type counts as a separate channel, and one WhatsApp number is one WhatsApp channel. Your plan sets how many of each you get: Starter 1, Growth 3, Plus 5, Premier unlimited.

Yes. AI Agents reply in the language your customer writes in. The platform is built for MENA messaging-first audiences, where one conversation often mixes Arabic and English.

Yes, and it is billed by Meta, not by Tactful AI. Meta charges per message for templates and, since 1 October 2026, for service replies and utility templates sent inside the 24-hour customer service window. Rates vary by the recipient's country. Customer inbound messages stay free, as does the 72-hour window opened by a Click-to-WhatsApp ad. Your Tactful AI conversation allowance is separate from what Meta bills you.

All brands share one conversation pool, and your brand count sets the package: Starter 1, Growth 3, Plus 5, Premier unlimited. Each brand includes one channel of each type, such as one WhatsApp number.

Yes. Moving up adds capabilities and a wider conversation range, and your data stays in place. New setup is scoped with our team.