Help
Plans, limits and your trial
What each plan lets Ema do, when a limit warns and when it stops, how much she can know, and what happens in your first 30 days and after a change of plan.
Two kinds of limit
One limit resets. One doesn’t.
Ema has a limit on what she does, which starts again every month, and an allowance for what she knows, which doesn’t.
What Ema does
Every answer she gives, every page she reads from your website, every document you save, and every text, email and WhatsApp message she sends is counted — each kind against its own monthly limit, with a daily brake. Both reset: the monthly on the 1st of the month, the daily at midnight — both UTC.
What Ema knows
The pages and documents she answers from count against a knowledge allowance, measured in words. It never resets: it goes down when you untick a page or remove a document, and up again when you tick one.
What Ema does
A count for each kind of work
Every plan counts what Ema does in a month, kind by kind, with a smaller brake on each for a day, so one busy afternoon cannot spend the month.
- What counts
- Six counts, each with a monthly limit and a daily brake: answers, on every channel together; pages read from your website — only a page whose content changed counts; documents saved; texts; emails; and WhatsApp messages. The console’s Usage page shows how close you are.
- When it resets
- The monthly counts reset at 00:00 UTC on the 1st of the month; the daily brakes at midnight UTC. Neither follows your billing date.
- Warnings at 70, 80 and 90 %
- As the month’s use passes 70, 80 and 90 % of a limit, the console shows a line on every page saying so and when it resets. You can dismiss it at each step; it comes back at the next. The owner is also emailed at 80 %.
- When the answers run out
- Ema stops answering, on your website and on WhatsApp, until the count resets. A visitor who writes gets a polite reply that she is not available; nothing is lost, and the console says so on every page until the reset. The daily brake stops her until midnight UTC.
- When another count runs out
- Only that kind of work stops, until the count resets. A website read that does not fit is refused, and says how many page reads are left; a document that does not fit is not saved; a text is not sent, and the enquiry’s email still goes; an email is not sent, and the enquiry is in Leads as always; on WhatsApp, the visitor gets the over-limit reply.
- Money is only a backstop
- Behind the counts sits a limit on what Ema spends, which is only a backstop. If it is ever reached, the console says so, and you contact us.
- Counts set for you
- Our staff can change any of the counts for one organisation. If your business needs a different shape, talk to us.
- Extra replies
- If you run out before the month does, the organisation’s owner can add 100 replies for £10 from the Usage page, on any paid plan. They are used once the month’s replies are spent, and they last twelve months from the purchase.
- Who can change the plan
- Only the organisation’s owner. Everyone else sees the same lines and the same Usage page, with a note saying whose decision it is.
| Each month | Starter | Growth |
|---|---|---|
| Answers | 600 | 1,500 |
| Pages read | 900 | 3,000 |
| Documents saved | 100 | 300 |
| Texts | 100 | 300 |
| Emails | 1,500 | 4,000 |
| WhatsApp messages | Not included | 1,500 |
Every count also has a smaller daily brake. Custom is sized with you.
What Ema knows
Words, and the pages they buy
Ema answers from the pages you tick and the documents you give her. What she can hold is measured in words, and each plan holds so many words and at most so many pages.
- Why long pages mean fewer of them
- Ema measures your pages as she reads them. A site of long pages fills the words before it fills the pages, so the console shows how many pages your plan covers on your site — and says “about” until she has read one.
- At the allowance
- When every page the plan buys is ticked, the Knowledge page says so at the top and the remaining boxes cannot be ticked: untick a page Ema has not read, or forget one she keeps, to choose another. When the words are full, she reads nothing more and saves no document until you make room, or move to a bigger plan.
- Unticking keeps the reading
- A page you untick stays read: Ema stops answering from it, and ticking it again brings it back with no new read — so it still counts. Forget, on the page’s row, gives its room back to the allowance.
| Plan | Words | Pages, at most |
|---|---|---|
| Starter | 60,000 | 60 |
| Growth | 150,000 | 200 |
Custom is sized with you, WhatsApp and phone included.
Your first 30 days
A trial of the plan you picked
Every plan starts with a 30-day trial of that plan, and no card is needed to start.
- 1
The plan you picked
Sign up from any plan’s card and you try that plan — its limit and its allowance — for 30 days. Sign up without picking one and you start on Starter. Either way, the owner can move the trial to another plan from Plan & billing at any time.
- 2
Two reminders
We email the owner when ten days are left, and again at three.
- 3
Add a card: the first charge is on day 30
Add a card in Plan & billing before the trial ends and Ema keeps answering. Your first charge is on the day the trial ends, not before, and you can cancel from the same page at any time.
- 4
No card: Ema pauses
With no card on day 30, Ema pauses on your website and on WhatsApp. Nothing is deleted — your pages, documents and conversations stay as they are. Choose a plan and add a card at any time to start her again.
After a change of plan
Moving to a smaller plan
A smaller plan can leave Ema holding more pages than it covers. The console tells you, and asks you to choose.
- A seven-day warning
- The console says so on every page and at the top of the Knowledge page: how many pages the plan covers, how many you hold, and a date seven days on.
- You choose
- Untick the pages to leave out, or move back up a plan. Nothing is removed on its own while the warning is showing; the console asks you to choose.
- Room again later
- If you move back up, tick the pages again: a page Ema has read once comes back without a new read.
Getting more
Every paid plan holds more replies and more pages. Custom is sized with you — WhatsApp, phone and more pages, priced in a conversation.