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Understand outbound chat billing

Last Update: Sep 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

You can initiate chat conversations with authenticated customers through your Kustomer chat widget. This article provides details on how to initiate these outbound chat conversations, and how these conversations are priced.

Who can access this feature?
User typesAdmins can turn on the outbound chat feature.


In this article

How do I initiate an outbound chat?

Outbound chats are conversations initiated by your agents with authenticated customers. All replies sent to or from a customer within that conversation are considered part of the same outbound chat conversation. If an agent initiates a new chat conversation with that customer after a previous conversation was marked Done, that new chat conversation will count as a new outbound chat conversation.

Note: If you reopen a chat conversation that was initially started by an agent, it will be considered part of the original outbound chat and not count as a new outbound chat for the purpose of calculating your usage costs.

Agents can initiate outbound chats with authenticated customers by sending:

  • A chat message from directly within the customer's timeline
  • A bulk chat message. You can either:
    • Create a custom chat message
    • Use an existing conversational assistant

Outbound chat usage costs

Kustomer provides each plan type a monthly bundle of outbound chat conversations for free every billing month. Once your organization goes over the monthly limit, you will be charged per outbound chat sent per the table below. 

PlanOutbound chat conversation monthly bundleOverage cost
Pro1,000$.001
Business2,000$.001
Enterprise5,000$.001
Ultimate10,000$.001


See this page for more information. 

How do I track my organization's usage?

You can track how many outbound chats you've sent by going to Settingsand selecting Billing > Manage Subscription. Expand the Monthly Add-on section and look for the Usage section for Outbound Chat. Here, you can see the total amount of outbound chats included in your plan, as well as how many you have sent over your monthly bundle and the current overage cost. 

Note: It can take up to one hour for usage totals to update after sending an outbound chat.