This article refers to our new pricing plans. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.
Note:
Customers on contracts need to contact us through the Messenger and ask to "Talk to a person" to make a change.
To upgrade to the Expert plan or get access to Premier Support, Premier Onboarding, and Custom API rate limits, you'll need to chat to Sales.
If you pay monthly for your subscription
With a pay monthly subscription (no contract), upgrading from Essential or downgrading from Advanced is easily managed from your Billing settings.
Upgrade your plan
To upgrade your plan on a pay monthly subscription, go to Settings > Workspace > Billing > Subscription.
Below your current plan, select Change your plan.
Here, you'll be able to select your new plan and then click Upgrade now.
Add Fin AI Copilot unlimited usage
Fin AI Copilot is a personal AI assistant designed to revolutionize support agent efficiency. All teammates with a full seat will have access to Fin AI Copilot included usage (available to use on 10 conversations/tickets per month). Unlimited usage can be purchased as a flexible per seat add-on for each teammate on any plan.
From Settings > Workspace > Teammates, you’ll find a column for “Fin AI Copilot access”.
Next to each teammate, you can select from the following options:
Unlimited usage - $35 per teammate / month. This is a flexible seat add-on that grants the teammate unlimited conversations with Fin AI Copilot (fair use limits apply).
Included usage - 10 included conversations / month. This allows the teammate to use Fin AI Copilot in up to 10 conversations/tickets each month at no additional cost.
Off - Switch off Fin AI Copilot for this teammate. This removes Fin AI Copilot access for the teammate.
Add Proactive Support Plus
If you’re looking to enhance your Proactive Support messaging, you can purchase Proactive Support Plus as an optional add-on to your monthly subscription.
This add-on can be added to your plan by creating a new message from Proactive Support and clicking on the purple upgrade icon next to the following message types: Post, Mobile Push, Carousel, Product Tour, or Survey.
Proactive Support Plus usage can incur additional charges via Messages Sent.
Downgrade your plan
To downgrade your plan on a pay monthly subscription, go to Settings > Workspace > Billing > Subscription.
Below your current plan, select Change your plan.
Here, you'll be able to select your new plan and then click Downgrade now.
Note:
If you downgrade from a monthly plan with lite seats to one without (e.g. from Advanced to Essential) all your lite seats will be converted to full.
If you’re currently on a contract and would like to downgrade to another plan, contact your Account Manager.
Remove Proactive Support Plus
To remove Proactive Support Plus from a pay monthly subscription (no contract), go to Settings > Workspace > Billing > Subscription.
Scroll down to Proactive Support Plus and click Manage Add-On, then select Remove product to remove it from your current plan.
Once removed, you’ll retain access to the Proactive Support Plus add-on until the end of your current billing period and you won’t be billed for this add-on in the next period.
If you have a contracted subscription, you'll need to contact your Account Manager about removing Proactive Support Plus.
If you pay yearly for your subscription
With an annual subscription (no contract), you can upgrade your plan, add seats, and manage add-ons from the Manage subscription page.
Upgrade your plan
To upgrade your plan on a pay yearly subscription, go to Settings > Workspace > Billing and click on Manage subscription at the top.
Under "Your plan" you can choose to upgrade and see the estimated cost with your current number of seats.
Note:
Upgrades will be applied immediately and billed on a prorated basis.
The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.
All prices are shown in USD.
Add yearly seats
To increase the number of seats on a pay yearly subscription, go to Settings > Workspace > Billing and click on Manage subscription at the top.
Under "Seats", you can increase the full seats (billed yearly) and see an estimated upgrade cost of adding these seats to your subscription before clicking Purchase upgrade.
Note:
It's not possible to remove yearly seats you've added to your subscription.
Upgrades will be applied immediately and billed on a prorated basis.
The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.
All prices are shown in USD.
Add Fin AI Copilot unlimited usage
Fin AI Copilot is a personal AI assistant designed to revolutionize support agent efficiency. All teammates with a full seat will have access to Fin AI Copilot included usage (available to use on 10 conversations/tickets per month). Unlimited usage can be purchased as a flexible per seat add-on.
To add Fin AI Copilot unlimited usage on a pay yearly subscription, go to Settings > Workspace > Billing and click on Manage subscription at the top.
Under "Seats", choose how many full seats to give unlimited usage and see an estimated upgrade cost before clicking Purchase upgrade.
Note:
Fin AI Copilot unlimited usage will be discounted at $29 per teammate/month when paying yearly. This means you'll be charged for the unlimited usage upfront for the year and it can't be removed until your next billing period.
Upgrades will be applied immediately and billed on a prorated basis.
The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.
All prices are shown in USD.
After you purchase Fin AI Copilot unlimited usage for 1 or more full seats on your plan, you can then assign the unlimited usage to your teammates from Settings > Workspace > Teammates.
If you give more teammates Fin AI Copilot unlimited usage than what's included on your yearly subscription, you'll be charged for each additional teammate at the standard rate ($35/month). But this means you can also remove unlimited usage from these teammates and you'll only be charged for the month(s) it was in use. These charges will be billed monthly.
Add Proactive Support Plus
If you’re looking to enhance your Proactive Support messaging, you can purchase Proactive Support Plus as an optional add-on to your yearly subscription.
This add-on can be included in your yearly subscription by navigating to Settings > Workspace > Billing and clicking on Manage subscription at the top.
Under "Add-ons", you can select Proactive Support Plus and see an estimated upgrade cost before clicking Purchase upgrade.
Note:
Upgrades will be applied immediately and billed on a prorated basis.
Proactive Support Plus usage can incur additional charges via Messages Sent.
The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.
All prices are shown in USD.
Downgrade your plan
It's not possible to downgrade your plan if you're on a pay yearly subscription. We’ll email you before your subscription renews to see if you want to change your subscription.
Remove Proactive Support Plus
It's not possible to remove Proactive Support Plus if you're on a pay yearly subscription. We’ll email you before your subscription renews to see if you want to change your subscription.
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