Usage & billing
Read the usage page, track quotas, and understand overage handling.
Usage and plan limits
The usage page in the BestAI admin shows you how much of your plan you have used this month. This guide explains what each number means, where the data comes from, and what happens when you reach a limit.
If you are new to the admin, start with the admin tour first.
What you can do
- See this month’s totals for chats, leads, emails, web voice, and phone minutes
- Compare usage against your plan limit
- Read the 30-day trend
- Understand what happens when you go over
Step-by-step
1. Open the usage page
Sign in to the admin and click Usage in the left navigation.
The top of the page has a card for each metric:
| Card | What it counts |
|---|---|
| Chat turns this month | Visitor messages sent this month |
| New leads this month | New leads created this month (duplicates are not counted twice) |
| Emails sent this month | Instant lead emails plus daily summary emails |
| Web voice minutes this month | Total web voice call duration |
| Phone minutes this month | Total inbound phone call duration |
If your plan does not include a metric (for example phone on a chat-only plan), you will see “Not available on this plan” instead of a number.
2. Check your plan limits
Each card has a progress bar comparing usage to the limit on your plan. The bar:
- Stays neutral up to 80%
- Turns orange between 80% and 100%
- Turns red above 100%
If your plan has no limit on a metric, the card shows “No limit”.
3. Review the 30-day trend
Each card has a 30-day sparkline below it. We aggregate yesterday and earlier into daily totals once a day at NZ midnight. Today’s number is live and updates as you go.
4. What happens at the limit
Today, BestAI does not block your service when you reach a limit. The progress bar turns red, the warning is visible to your team, but conversations and calls keep working.
We will get in touch about an upgrade if you stay over for a long time. You can also reach us proactively at hello@bestai.co.nz.
Plans at a glance
These are the public plans on chat.yai.nz/pricing:
| Plan | Price (NZ$) | Best for |
|---|---|---|
| Chat Only Monthly | $29.90 / month | Trial, very small business, text only |
| Chat Only Annual | $118.80 / year (about $9.90 / month) | Annual prepay, text only |
| Starter | $49 / month | Small business, includes 100 phone minutes |
| Professional | $99 / month | Growing business, includes 300 phone minutes |
| Business | $199 / month | High volume, includes 1000 phone minutes |
BESTAI LABS LIMITED is not currently registered for GST.
The Starter, Professional, and Business plans include web voice and phone. The chat-only plans are text only.
Phone minute overage
When you go over your plan’s included phone minutes:
- Calls in progress are not interrupted.
- Subsequent calls still connect.
- The phone usage card turns red.
- The conversation detail page marks the call as “over included minutes”.
- We do not automatically charge an overage today. Get in touch and we will discuss the right plan for your volume.
The actual call charges (carriage on Twilio) are billed by Twilio under your own Twilio agreement. BestAI does not double-bill you for those minutes.
How the numbers are counted
A few details that often come up:
- Chat turn counts each visitor message. Bot replies are not counted.
- New lead counts the first time a visitor leaves their details. If the same email comes back, the lead is updated, not duplicated.
- Emails sent counts business emails (instant lead, daily summary). Account emails like password reset and confirmation are not counted.
- Web voice minutes and phone minutes are rounded from total seconds at display time.
- Time zone — today’s totals use UTC. The 30-day trend uses NZ local days.
Common questions
Why does today’s number not match my own count?
Today’s totals run live in UTC. NZ is UTC+12 (NZST) or UTC+13 (NZDT). A chat that came in at 9 am your time will fall into the previous UTC day if it was before noon, which is normal.
My monthly number suddenly dropped.
Check the workspace switcher in the top left. You might be looking at a different workspace.
When did the 30-day history start?
The trend starts from the date your workspace went live. Older data is not back-filled.
Can I see past months?
The dashboard and usage page focus on this month and the last 30 days. For deeper history, contact us and we will send the data.
Will you bill me automatically for going over phone minutes?
No. We will get in touch and discuss an upgrade. We do not charge automatic overages today.
Next steps
- Inbox guide — triage conversations
- Notifications guide — get an email when leads arrive
- Admin tour — full admin walkthrough
- Need a hand? Email hello@bestai.co.nz