These terms apply to bots signed up to the Pro Plan on or after June 18, 2018. For bots upgraded to Pro Plan prior to June 18, 2018 please refer to these Terms and FAQs.
Q: What are the features available in Chatfuel Pro Plan?
A: The main features of the Pro Plan at this time include:
- Unlimited users (pricing scales according to the number of bot subscribers)
- Invite multiple teammates to help you manage your bot, and bot subscribers
- Priority Support
- Audience insights via user segments
- Creating targeted custom audiences for Facebook Ads
- Manually editing user data
- Being able to delete inactive users
- Button Actions
- Conversation Handover
- A/B Testing plugin
- Integration with Shopify Cart Reminders
We are always working on adding new features to the Pro Plan and making Chatfuel the best bot building platform.
Q: What is the cost of the Pro Plan?
A: Pro Plan starts at the monthly price of $15 for up to 500 reachable users in one bot. The price increases according to our sliding scale. Upgrade to Pro is available for bots connected to a Facebook page: the plan will be associated with that page even if you connect another bot to it.
Q: What do “reachable users” and “subscribers” mean?
A: All people who have ever interacted with the bot are bot users. There are two types of users: reachable and blocked ones. Your bot can only send messages to reachable users, or as we call them ‘bot subscribers’ because they can be also reached out with Re-Engage messages. Blocked users have deleted the conversation with your bot and by this declined to receive any messages from it. You can read more about statuses in the article about People Tab — a place where there you can thoroughly analyze your audience.
Q: How people become subscribers of my bot?
Messenger users become bot subscribers (reachable users) if they:
- click “Get started” on the description screen of the bot (on fb or Msg page);
- click “Send to Messenger” button on a website (see Send to Messenger plugin);
- select “Send to Messenger” checkbox on a website (see Checkbox plugin);
- click ‘Chat with the bot’ on your bot landing;
In addition to that you can get subscribers from growth tools:
- Acquire from comments — people who responded to a personal message that your bot sent after they left a comment on the page;
- Facebook ads — interacted with the bot after clicking on ‘Send Message’ in your Facebook ad that led to the bot.
Q: What if I have more than 25,000 reachable users?
A: Answer a few questions in our Messenger bot and we’ll find a solution. Otherwise, you will continue to be charged automatically according to our pricing scale.
Q: How does the user limit on the Free plan work?
A: If you exceed the user limit, the first users who interacted with your bot will remain reachable. This means they can continue interacting with the bot and receiving Re-Engage content.
However, any additional users beyond the limit will not be able to interact with the bot or receive Re-Engage content until the bot is upgraded to Pro.
Q: Am I locked into a contract?
A: No. There are no contracts, hosting fees, setup costs, image hosting fees, bandwidth fees, hidden fees, fancy fees, termination fees, or any other fees. You only pay for the maximum amount of reachable users you had each month, and you can cancel anytime.
Q: When will the payment be charged to my credit card?
A: We will charge your credit card on the same day you activate your Pro Plan subscription. The charge will be an Estimated Fee (based on your bot’s current number of reachable users) for the upcoming month. The following month, your card will be charged on the same date (Payment Date) for the following items:
- ADJUSTMENT FEE: If your bot’s number of subscribers grows during the month, you will be charged an adjustment fee on the Payment Date. (Adjustment Fee = Cost of Maximum Reachable Users During Month - Estimated Fee Paid at Beginning of Month)
- ESTIMATED FEE: Just like the first month, you will be charged on the Payment Date for your bot’s current number of subscribers at the time.
We will automatically charge your card in this fashion each month on your Payment Date.
EXAMPLE: Dave wants to upgrade from the Free Plan to the Pro Plan. He subscribes to Pro on July 15. At the time of upgrading, Dave’s bot has 50 reachable users. His credit card is immediately charged $15 (the price of 50 users).
Dave’s bot is very successful, so it grows from 50 subscribers ($15) to 10,000 users ($85) by August 15.
On August 15, Dave is charged an Adjustment Fee of $70 ($85-$15) for his user growth since July 15. He’s also charged an Estimated Fee of $85 (the price of 10,000 users) to pay for the upcoming billing cycle.
In total, Dave pays $145 on August 15 to cover the previous billing cycle’s Adjustment Fee (due to user growth) and the upcoming month’s Estimated Fee.
Q: What payment information do other bot admins see?
A: All bot admins will only see your full payment history and the last 4 digits of the credit card; however, nobody will be able to access your credit card details. We don’t store that information. Chatfuel utilizes Stripe to process payments - one of the largest and most secure internet payment providers. Stripe uses a process called ‘Tokenization’ to secure your credit card details.
Q: Who can see my credit card information?
A: No one, not even you will be able to see the full credit card details as we do not store this information. Chatfuel utilizes Stripe to process payments - one of the largest and most secure internet payment providers. Stripe uses a process called ‘Tokenization’ to secure your credit card details.
Q: Who gets the invoices and when?
A: We email invoices to the email address you have specified in your billing details right after we have successfully charged your credit card for the applicable fees for that month.
You can also access your invoice history in your Configure tab -> Payments.
Q: What will happen if I delete or disconnect the Pro Plan bot?
A: If you connect another Chatfuel-built bot to the same page before your next Payment Date, your Pro Plan subscription will remain active and we will continue to charge your card. If you don’t connect another bot to the same page before your next Payment Date, your Pro Plan subscription will be terminated (your card will not be charged at the time of termination). This way, you can keep reconnecting cloned versions of your bot, or other bots to the same page and your Pro Plan subscription for the page will remain active.
Q: I’ve canceled my Pro Plan subscription 5 days after I first subscribed; how will I be charged?
A: If you choose to cancel your Pro subscription, your Pro Plan will remain active for the remainder of the month, until your next Payment Date. You will not get charged any additional fees at the time of Pro Plan termination.
Q: How will I be charged if the user count for my bot changes during the month?
A: Each month on your Payment Date, we calculate the maximum number of reachable users that your bot had on any given day from the last Payment Date through the current Payment Date. We then charge your credit card on file for the difference in the Estimated Fee amount you paid at the beginning of the month, and the fee based on the bot’s maximum amount of reachable users in that month, in accordance with our sliding scale fee calculation, which is available in the Pro Plan dashboard.
Q: Will my payment history be available?
A: Your payment history will be accessible under the “Configure” tab once you’ve linked a credit card to your account.
The date that you activate your Pro Plan subscription will become your “Payment Date.” Each month, on your Payment Date, we will charge your credit card on file for:
- ESTIMATED FEE: A fee for the upcoming month based on your bot’s current number of bot subscribers at the time, in accordance with our sliding scale fee calculation, which is available in the Pro Plan dashboard..
- ADJUSTMENT FEE: If your bot’s number of bot subscribers grows during the month, you will be charged an Adjustment Fee on the Payment Date. (Adjustment Fee = Cost of Maximum Reachable Users During Month - Estimated Fee Paid at Beginning of Month)
For example, if you activate your Pro Plan subscription on April 22 (your Payment Date), we will charge your credit card on April 22 for an Estimated Fee you owe for the period from April 22 to May 22. On May 22, we will charge your card for an Estimated Fee you owe for the period from May 22 to June 22, and, if applicable, the Adjustment Fee for the period from April 22 to May 22. However, if your Payment Date falls on a non-existing day of a given month (such as February 30), we will shift your Payment Date to the last day of such month (e.g. February 28) for that particular month. Except as provided above, your Payment Date will not change during your PRO Plan subscription unless you cancel your Pro Plan subscription and re-activate it on a different date, in which case your re-activation date will become your new Payment Date.
Each month on your Payment Date, we calculate the maximum number of reachable users on any given day that were subscribed to your bot since the last Payment Date and through the current Payment Date. We then charge your credit card on file for the applicable fees, as described above, in accordance with our sliding scale fee calculation, which is available in the Pro Plan dashboard. All dates and times are calculated in UTC+0 time zone.
If you delete your bot (thus disconnecting it from the Facebook page) or click “Disconnect” in your Chatfuel dashboard, we do not discontinue your Pro Plan subscription right away. You can connect the same or a different bot to the same Facebook page at any time before your next Payment Period to maintain your Pro Plan subscription. We will only terminate your Pro Plan subscription in the event that your Facebook page is not connected to any bot on your Payment Date. If there is no bot connected to your page on your Payment Date, we will immediately terminate your Pro Plan subscription, and your card will no longer be charged going forward.
If you choose to cancel your Pro Plan subscription at any time, your Pro Plan will remain active for the remainder of the month, until your next Payment Date. You will not get charged at the time of Pro Plan termination. The Pro icon in the admin dashboard will disappear and the “Create your bot on Chatfuel” attribution will be returned to the bot’s Persistent Menu. All other Free Plan limitations will apply accordingly.
If we are unable to process your payment on any Payment Date, you will see a warning sign next to the Pro icon in the Chatfuel dashboard, and every administrator of your bot will receive an email notification stating that we were unable to process your payment and that your Pro subscription will be terminated in fourteen (14) days if full payment is not made. We will make repeated attempts to process payment using your credit card, but if we are still unable to process payment after fourteen (14) days, we will terminate your Pro Plan subscription and may institute payment collection proceedings against you.