Find answers to questions about messaging-related subscriptions, plans, and fees. This section helps you understand feature access across plans, manage upgrades, and anticipate any costs associated with usage, so you can optimise your setup.
Q: What’s the difference in messaging features across Zendesk plans?
A: All plans are able to access all Messaging features except for the following:
- Skills based routing - Professional plan and up
- Widget un-branding - Enterprise only
Q: Are there additional fees for using messaging on multiple channels?
A: No there isn't. 😎
Q: Can I upgrade or downgrade my messaging subscription anytime?
A: No, Messaging is available on all plans.
Q: Are there volume-based fees for messaging usage?
A: Yes there is for automated resolutions. Please review the below guide which goes into depth on this.
- About automated resolutions for AI agents
- Moving to automated resolutions from existing bot pricing plans
Q: What happens when I reach my volume limit? and will my widget stop operating like normal?
A: Before you reach your limit, you will be notified by your Zendesk at certain intervals.
You can also configure your account to avoid automated resolution overage by increasing the number of automated resolutions available or updating your automated resolution usage settings to pause all AI agent capabilities when your automated resolution limit is reached.