How Your Number of Chatbot Subscribers Is Calculated
Let's talk about the principles implemented to charge you based on your number of chatbot subscribers.
Knowing the principles of measuring your active chatbot audience and calculating the total number of subscribers, you will be able to use your pricing plan effectively and adapt it if necessary.
Total Number of Subscribers
When calculating the number of subscribers based on which you will be charged, the total number of all your connected chatbots' subscribers you can potentially message is taken into account.
By "subscribers," we mean contacts in the "Audience" tab with the "Subscribed," "New," and "Disabled" statuses. Contacts with the "Unsubscribed" or "Disabled notification" statuses are not taken into account.
Contacts with the "Disabled" status are subscribers for whom you have disabled your notifications in your bot's audience. Contacts with the "Unsubscribed" and "Disabled notification" statuses are subscribers who unsubscribed from your bot themselves (via the bot or messaging platform).
The total number of subscribers does not have to exceed the number determined by your selected pricing plan.
For example, if you have an active "2,000 Subscribers" pricing plan for WhatsApp chatbots, and you have uploaded 2,500 contacts, to operate your bot, you need to delete 500 contacts or upgrade your pricing plan.
Monthly Active Users
When calculating the number of subscribers based on which you will be charged, the total number of active users with whom you have had a conversation (including incoming and outcoming messages) in the last 30 days (Monthly Active Users or MAU) is also taken into account. If your number of MAU is larger than the total number of subscribers, the number of MAU will be used to charge you.
For example, let’s say you have an active "2,000 Subscribers" pricing plan. You have sent a campaign to your entire audience — 2,000 subscribers. Then, you deleted 1,000 contacts and uploaded 500 new contacts to your bot audience. If you plan to send a new campaign, the system will count 2,500 MAU, and you will need to upgrade your pricing plan.
To upload new contacts and stay within the limits of your current pricing plan, you can delete contacts with whom you did not have a conversation in the last 30 days. To find these contacts, go to the "Audience" tab, and filter them by the "Last activity" condition. Select the required contacts, and click Delete subscribers.
For bots in the "Live chat" section, there is an exception — the number of contacts from your bot audience is not calculated. For your pricing plan, only the number of MAU is calculated (contacts who interacted with your chatbot in the last 30 days).
Last Updated: 10.08.2023