Plans and usage

Helpdesk plans are priced per agent, and each plan includes a monthly allowance of Autopilot conversations for the whole team. Current plans and prices are on the pricing page. Plan details may change; this page explains the parts that are decided.

What an Autopilot conversation is

One customer email thread that Mailnitio Autopilot reads and answers or routes.

• Follow-ups in the same thread are part of the same conversation and do not count again.
• Your agents' replies do not count.
• Emails Mailnitio skips before Autopilot reads them, such as automatic replies and bounces, do not count.
• Conversations in shadow mode count, because Autopilot does the same work.

The allowance

Your allowance is the number of Autopilot conversations included in your plan each month. It is shared by your whole team, not counted per agent. The Free plan includes a small allowance; paid plans include more. See the pricing page for the numbers.

Nothing is blocked when the allowance is used up. Emails keep arriving and go to your team to handle as usual.

Trials and the Free plan

• Starter, Growth and Pro start with a 30-day free trial of that plan. If the trial ends unpaid, the workspace moves to the Free plan and keeps its data.
• The Free plan includes one mailbox and up to two agents, the owner included.
• Owners, admins, supervisors, agents and reviewers take a paid seat. Viewers are free.

Settings → Usage

Settings then Usage shows activity for the last 7, 30 or 90 days. Days follow the workspace timezone.

• Month to date: Emails processed and Autopilot runs. A run is one step of Autopilot's work on an email, such as classifying or drafting, so one conversation can need several runs.
• Emails processed per day: a chart for the chosen period.
• Daily detail: emails and tickets for each day.

Workspaces that use their own language model key can see more detail about that model's use there, for owners and admins.