Tracking Your Usage

The Usage page (in the sidebar) shows exactly how much of your monthly interaction allowance your organization has used, where it went, and how close you are to the limit. Check it whenever you're wondering "how much have we used this month?" — everything on it is scoped to the current billing period.

Current billing period

The first card shows your plan (Free or Pro, with a trial marker if you're in one) and the exact start and end dates of the current period. All the numbers below reset when a new period starts.

Interactions: the shared pool

The Interactions card is the headline number: how many interactions you've used out of your monthly allowance, with a progress bar.

Two things worth knowing about the pool:

• It's shared. Customer chats and Help Scout Assist suggestions draw from one pool of interactions per month — there's no separate quota per channel or per bot.
• Credits extend it. If you've bought credit packs, your remaining credit balance is shown next to the allowance. The monthly allowance is consumed first; credits never expire. See Add-ons, Credits & White-labeling.

Customer chats vs Help Scout Assist

Two cards split the period's usage by channel:

If Assist usage is climbing faster than you expected, remember it generates a draft for every new conversation and customer reply in the connected mailbox — busy mailboxes consume interactions quickly.

By bot

The By bot table breaks the period's billable interactions down per chatbot, with columns for Customer chats, Assist, and Total. Each bot name links straight to that bot's dashboard.

Use this to spot which bot is consuming your allowance. If one bot dominates, its Dashboard tab and Activity tab will show you whether that's healthy traffic or something worth investigating (a bot embedded on an unexpected site, for example — see the domain restrictions in Bot Settings).

Usage alerts

You don't have to watch this page to avoid surprises:

• Email alerts go to your organization admins when usage crosses 75%, 90%, and 100% of the monthly allowance — once per threshold per billing period.
• An in-app banner appears across the dashboard once you've used 75% or more, and turns red if you hit the limit.

What happens at the limit

When the pool is empty and nothing can replenish it, your bots stop responding until the next period starts — a red banner in the dashboard says so, with an Upgrade plan button for org admins. End users see a generic "currently unavailable" message; they're never shown billing details.

Ways to avoid or recover from a hard stop:

• Upgrade — Pro raises the allowance to 1,000 interactions/month. See Plans & Pricing.
• Buy a credit pack — $30 per 1,000 interactions, and they never expire (Pro).
• Enable auto-recharge (Pro) — automatically buys a credit pack when you run low, protected by a monthly spend cap you control. Details in Add-ons, Credits & White-labeling.

The exact behavior at the limit — what's blocked, what still works, and how the reset happens — is covered in Understanding Interactions.

Common questions

Why does this page show different numbers than a bot's Dashboard tab?

The Usage page shows the current billing period for your whole organization. A bot's Dashboard tab shows all-time figures for that one bot.

I'm in an organization — whose usage am I seeing?

The organization named at the top of the page. If you belong to several, switch organizations to see each one's usage; every organization has its own plan and pool.

Do test conversations count?

Yes — bot replies in the dashboard preview and Train & Test count as customer chats. Greetings and error messages don't count anywhere. Full rules in Understanding Interactions.