Answr has two plans, Basic and Unlimited, with the same features. The difference is how many replies Answr sends to your customers each month. This page sets out those limits in full, including the Fair Use Policy that applies to the Unlimited plan.
Monthly limits by plan
| Plan | Customer replies per calendar month |
|---|---|
| Basic | Up to 1,000 |
| Unlimited | Fair use: up to 5,000 |
Unlimited is built for busy small businesses that answer a lot of customers. Under this Fair Use Policy it covers up to 5,000 customer replies per calendar month. The Fair Use Policy is measured only in customer replies. It doesn't limit how many customers or conversations you have.
What counts as a reply
A reply is one message Answr sends to one of your customers on WhatsApp. That includes:
- Answers Answr sends to customers on its own.
- Messages Answr sends to a customer because you asked it to, including scheduled messages and follow-ups.
- Messages that go out inside a WhatsApp template, for example to a customer who last wrote more than 24 hours ago.
- The message you set for customers who write outside your reply hours.
Each WhatsApp message counts once. A file Answr sends to a customer is its own WhatsApp message and counts separately, and a very long reply that has to be split into several WhatsApp messages counts once for each part.
What doesn't count
- Messages your customers send you.
- Messages you type yourself in WhatsApp.
- Your own chat with Answr: setup, teaching, questions and instructions.
- Notices Answr sends you about your account.
- Messages that were never sent, for example a reply held back because WhatsApp's rules didn't allow it.
- Messages WhatsApp reports it couldn't deliver.
How the month is counted
The count runs per calendar month and starts again at zero at the beginning of each month. The month changes at midnight UTC, which is 2:00 or 3:00 in the morning in Israel. Unused replies don't carry over to the next month.
What happens if an account reaches its limit
If an account reaches its monthly limit, Answr can pause automatic replies to customers for the rest of that calendar month. While replies are paused:
- Your customers' messages keep arriving on your WhatsApp as usual, and you can always answer them yourself.
- Messages you ask Answr to send to customers are paused too, because they count toward the same limit.
- Answr tells you in your chat with it, once that month, so you are never left wondering why it went quiet. You can also ask Answr at any time whether the monthly limit is affecting replies.
Replies start again automatically at the beginning of the next month.
What you can do
- On Basic and regularly near 1,000 replies: moving to Unlimited is the simplest option. Contact us and we'll switch your account.
- On Unlimited and expecting more than the fair-use level: contact us before you reach it, and we'll look at your account with you.
- Want fewer automatic replies: you can ask Answr to reply only during set hours, or to pass certain topics to you.
Account-specific limits
Some accounts have a different monthly limit agreed with us in writing. Where that applies, the agreed limit replaces the figure in the table above for that account. We don't change an existing account's limit without telling you first.
Meta's WhatsApp charges are separate
Meta, which runs WhatsApp, charges separately for some WhatsApp messages and bills the WhatsApp Business account you connect, under Meta's own pricing for that account. These charges aren't part of your Answr subscription, and they don't increase, reduce or change your Answr reply limit. Meta publishes its current rates on its WhatsApp pricing page.
Changes to this policy
Our Terms of Service (section 6.1) also set out the monthly reply limits. If we change these limits, we'll give notice first, and this page will always show the current limits.
Questions about usage limits
Is the Unlimited plan really unlimited?
Not without limit. Unlimited is covered by our Fair Use Policy, which includes up to 5,000 customer replies per calendar month. If you expect to need more, contact us.
How many replies does the Basic plan include?
Up to 1,000 customer replies per calendar month.
Do messages my customers send me count?
No. Only messages Answr sends to customers count. Messages from customers, messages you type yourself and your own chat with Answr don't count.
When does the count reset?
At the start of each calendar month, at midnight UTC. Unused replies don't carry over.
What happens if I reach my limit?
Answr can pause automatic replies for the rest of that month. Your customers' messages keep arriving on your WhatsApp, you can answer them yourself, and Answr tells you when it happens.
Do Meta's WhatsApp charges affect my reply limit?
No. Meta bills the WhatsApp Business account you connect, separately from Answr. Those charges don't change your Answr reply limit.
See pricing, our Terms of Service, or how automated WhatsApp replies work.
