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What it is for

The Plans and prices screen is where the agency builds what it sells to clients. The cost is what the agency pays STChat; the price is what the client pays. The difference is the margin. Then, in each organization, you choose which plan it uses.

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Who can do it

Only the agency Owner or Admin changes an organization’s plan. In View as, plans appear as read-only.

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Where to click

  • Catalog: Plans and prices (/planos), with the tabs Plans, Add-ons, Usage pass-through, and Usage packages.
  • An organization’s plan: open the organization and go to the Plan and billing tab.

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Step by step: create a plan

1

Click New plan

If there are no plans yet, the screen offers to create three ready-made plans or Create from scratch.
2

Name and price

Fill in Plan name, Price per month and, if you want, Setup fee (once).
3

Limits and overages

Set how much each organization uses per month and the price when they go over the limit.
4

Modules and add-ons

Choose what the client gets and what they can buy separately.
5

Save

Click Save plan. The change takes effect next month.
The STChat cost comes from the catalog and does not change here. If the price ends up below the cost, the agency pays the difference.

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Step by step: change an organization’s plan

1

Open Plan and billing

In the organization, see the current plan and click Change plan.
2

Choose the mode

Paid plan: the organization pays for one of the agency’s plans. Free trial: uses the agency’s trial plan for a limited time. No plan: no billing and no billing sequence; the cost stays with the agency.
3

Complete

On a paid plan, choose the Plan. For No plan, choose the reason (Courtesy, Partner, Internal, or Other), the note of up to 60 characters, and the validity (No end date or Until a date).
4

Save

Click Save changes. The switch takes effect on the next statement.
In the Resale price section, the default is the plan’s price. You can set a price just for that client.

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Custom limits

On the same Plan and billing tab, the Custom limits section applies only to this organization, with or without a plan. The limits are Boxes (connections), Users, Voice minutes, Agent replies, and Copilot suggestions per user/month.
  • The table shows, for each limit, LIMIT, FROM PLAN, CUSTOM, and USAGE × LIMIT.
  • An empty field follows the plan: Follows the plan. With no plan, empty means No limit.
  • The custom value replaces the plan’s (and any extras bought). To go back to the plan, clear the value.
  • Only the agency Owner and Admin can change it. When you save, “Limits saved.” appears.
  • When there is a change not yet saved, the Plan change bar offers Discard and the save button.

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What happens next

An organization with No plan is left out of statements and automatic billing. This is normal when the agency bills outside STChat. See Subaccount billing.

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Common errors

  • “Only the agency Owner or Admin changes the plan.”
  • “This organization has already used the free trial.”
  • “The free trial is off in the agency settings.”
  • “Choose the plan.”
  • “Write the reason in the note.”
  • “Could not save the plan. Try again.”
  • “Only a plan no organization uses can be archived.”

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