> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/getting-started/interactions.md). # Interactions Understand interaction consumption and purchase more when needed. Understand interaction consumption and purchase more when needed. {% hint style="warning" %} Requires the **Manage billing** user permission to edit. {% endhint %} *** ## Monthly allotment Proto consolidates your contact centre and business intelligence — including messages, summaries, scrapes, insights, and translations. ### Interaction types | Interaction name | Description | Interactions consumed | | --------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | --------------------- | | Messages | Text messages exchanged with customers | 1 | | Voice messages | Transcribed voice messages exchanged with customers | 2 | | Emails | Emails exchanged with customers | 1 | | Translations | Real-time translation for live agents in the [Inbox](/docs/modules/inbox.md) across 100+ languages | 1 | | Auto-tags | Automatic assignment of relevant tags to chats, tickets, and people | 2 | | Auto-field | Automatic population of custom fields based on conversation context | 2 | | Summaries | Summaries, sentiment and emotion analysis for chats, tickets, and people | 2 | | Insights | Generate text and graphical analysis from your data with the in-platform advisor and full-screen webchat | 2 | | Scrapes | Scrape and analyse social media posts and comments across Facebook, X, app stores, and websites | 2 | | [LLM processing](/docs/modules/ai-agents/workflows-and-actions/llm-processing.md) | Generation of LLM responses or performance of LLM tasks, such as extractions, within a workflow | 2 | | Auto team match | Automatic assignment of tickets and livechats to the most relevant team based on the person's enquiry | 2 | | Send API | API calls made from within a workflow | 1 | | SQL query | Execution of SQL queries within a workflow | 1 | | Mediation | AI-assisted dispute mediation through the Inbox co-pilot; interactions are consumed per response while in mediation mode | 2 | {% hint style="info" %} Add-ons attached to a bot message aren't billed as separate messages. Quick reply buttons on a message (for example, from the [Send message](/docs/modules/ai-agents/workflows-and-actions/send-message.md) or [Ask survey](/docs/modules/ai-agents/workflows-and-actions/ask-survey.md) workflow actions) consume the one interaction for the message they're attached to, not an extra one for the buttons. The same applies to webchat [proactive message](/docs/modules/ai-agents/publishing/webchat/proactive-messages.md) previews — text or media — which stay free to send regardless of type. {% endhint %} Several interaction types are available only on specific plans. Check the [Pricing](https://www.proto.cx/pricing) for the most relevant overview of available features. The [usage breakdown](/docs/settings/general/plan-and-billing.md#usage-breakdown) on the Plan & billing page lets you see how many of each interaction type your workspace has consumed over a date range you choose. The [detailed usage chart](/docs/settings/general/plan-and-billing.md#detailed-usage) on the same page lets you chart that same usage over time, filtered and segmented. Each plan also provides a different monthly allotment of interactions for your workspace: | Subscription plan | Monthly interactions | | ----------------- | -------------------- | | Starter | 1,000 | | Lite | 5,000 | | Pro | 25,000 | | Total | 50,000 | | Enterprise | 100,000+ | If that volume is surpassed, several actions become blocked: sending or receiving billable messages in [Livechats](/docs/modules/livechats.md) or [Tickets](/docs/modules/tickets.md), triggering [AI Analysis](/docs/settings/teamspaces/ai-analysis.md) on a conversation, generating an [Inbox Copilot](/docs/settings/teamspaces/inbox-copilot.md) reply, and [translating](/docs/modules/inbox/message-editor.md#ai-tools) a message. These remain blocked until the earlier of: * The monthly billing anniversary * Additional interactions are purchased * Plan is upgraded {% hint style="info" %} A live agent who tries to reply to a livechat or ticket while the limit is reached sees an error explaining that the message couldn't be sent because the interaction limit has been reached, rather than the reply failing silently or with an unrelated error. See [Message editor](/docs/modules/inbox/message-editor.md). {% endhint %} ### What counts as a billable message A conversation only starts consuming Messages interactions once it includes a message from a customer or a live agent (including a message sent through a connected helpdesk integration, such as Zendesk). Conversations handled entirely by an AI agent — where the customer never replies and no live agent joins — don't consume interactions, with one exception: an email sent by an AI agent always consumes an interaction on its own, whether or not the customer ever replies or a live agent joins. For example, the confirmation email an AI agent sends when it creates a [ticket](/docs/modules/tickets.md) through the [Create ticket](/docs/modules/ai-agents/workflows-and-actions/create-ticket.md) action counts immediately, even if the ticket never gets a reply. Once a conversation reaches the point where it's consuming interactions — either because a human joined, or because the AI agent sent a qualifying email — all of its billable messages count, including AI agent messages sent earlier in the same conversation, as long as they were sent within the current billing period. *** ## Topping up More interactions can be purchased for immediate use in these ways: | Current plan | Purchase method | | ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | | Starter | Upgrade to any paid plan | | Lite, Pro, Total | Upgrade your plan; or, buy Interaction bundles | | Enterprise | Additional interactions are consumed automatically and are reconciled in future invoices. [View the rates here](https://www.proto.cx/enterprise). | ### Interactions bundles Additional interactions bundles are one-time purchases available for the Lite, Pro, and Total plans, bought from Settings → Workspace → [Plan & Billing](/docs/settings/general/plan-and-billing.md#additional-interactions). Each bundle costs $100 and provides an additional 2,000 interactions, consumable within the current monthly billing period. You can buy up to 50 bundles (100,000 interactions) in a single purchase, and there's no limit on how many separate purchases you can make within a period. {% hint style="info" %} Additional interactions bundles do not carry over to the subsequent monthly billing period. For example, if you purchase 5,000 additional interactions on the 10th day of the month, and the billing anniversary falls on the 25th, the workspace will be able to consume the additional interactions until the 25th. The total interactions resets to the plan's allotment on the monthly billing anniversary. {% endhint %} ### Auto top-up Enable auto top-up of additional interactions from the same [Plan & Billing](/docs/settings/general/plan-and-billing.md#additional-interactions) page. When it's on, Proto automatically buys one bundle on your behalf once the interactions remaining for the period drop to or below a threshold you choose — set the threshold to 0 to only top up once your allotment is fully used. This helps make sure your AI agents and live agents don't lose service mid-period. Auto top-up charges your card off-session, so it requires a payment method already on file; attempting to turn it on without one shows an error asking you to add a payment method first, without enabling the toggle. If an automatic top-up payment fails (for example, a declined card), a notice on the Plan & Billing page lets you update your payment method and retry — retrying re-attempts the same charge rather than creating a new one. *** ## Related {% content-ref url="/pages/Qtek4zmVwy0RDwPm7xsx" %} [Plan & billing](/docs/settings/general/plan-and-billing.md) {% endcontent-ref %}