Data & retention

The text, attachments, and visitor context of a Conversation are cleared on the retention clock, which is separate from analytics event retention.

ConsoleLive chatChat settingsPrivacy

Retention

Conversation retention (days) can be shortened. It cannot exceed the plan cap. Default caps: Free 30 days, Pro 90, VIP 1 180, VIP 2 365. If the account page shows a different number, that number wins. See Billing & quotas.

Expiry counts from the conversation's last message. Messages and attachments are then deleted from storage. After you shorten retention, older conversations beyond the new limit are removed by the daily cleanup job, not the moment you save. Before cleanup, the site owner gets an in-app notification with the expected cleanup date. Export anything you need to keep before then.

Export and delete

Open a conversation in the inbox to export or delete it.

Export returns a record of that Conversation: messages, timeline events, and consent records. The action is audited. It contains what is still stored at that moment, so attachments already deleted do not come back. An Analyst cannot export by default. An Agent-only member cannot either, until the switch is turned on under Agents.

Delete removes messages and attachment files immediately. The conversation row keeps a deleted mark and the audit entry, and it leaves the list. It cannot be restored. Analysts and Agent-only members cannot delete by default.

A satisfaction score given within 24 hours of resolve is stored with the Conversation. Scores already added into reports are not rolled back when the Conversation is deleted. The broader privacy-request flow is in Privacy & compliance.

Billing & quotas

Live chat is not included in an analytics plan. The figures below are the product defaults. If an admin has changed the plans, the account page wins.

ConsoleAccountChat plan & usage

Default limits by plan

Plan	Agents / month / retention	Other defaults
Free	1 agent, 100 conversations, 30 days	30 AI calls, 20 knowledge entries, 1 invite rule, 3 pinned questions, no automatic translation, brand line stays. 0 per month
Pro	3, 1000, 90 days	300 AI calls, 200 entries, 10 invites, 5 pinned, translation and brand removal. 12 USD per month
VIP 1	10, 5000, 180 days	2000 AI calls, 2000 entries, unlimited invites, 8 pinned. 39 USD per month
VIP 2	50, 20000, 365 days	10000 AI calls, 10000 entries, 50 invites, 10 pinned. 99 USD per month

• Agents are counted per site. Monthly conversations and AI calls are totaled across every site the owner has, not granted per site.
• AI calls include translation and automatic answers. An exact Q&A match does not count.
• Bringing your own key is available from Pro up. Those calls do not use the platform quota, and the key stays on the server.
• Yearly prices are on the same page. After an upgrade, the new limits apply right away.

Overage and add-ons

Per-use overage is off by default. While it is off, new conversations and new agents stop at the cap: new visitors get the message form, open Conversations continue, and the cap resets on the 1st. When it is on, use is not blocked. The excess is billed at the start of the next month at the current unit prices. Prices and this month's estimate are on the account page.

An add-on pack applies only to the month you buy it in and does not carry over.