How requests use credits
What a request costs in credits: 1 when it passes your fit rules, like a booked meeting, and nothing when it doesn't. One credit per conversation at most, repeats and preview chats are free, the three-day hold, Not a real request, and the credit states in Conversations.
- In Darwin: Conversations → the request panelOpen in Darwin
- Updated
A request a visitor sends through one of your forms uses credits the same way as a booked meeting. A request that passes your fit rules uses 1 credit. A request that doesn't pass them is free. See Plans and credits for what a credit costs on your plan.
What a request costs
| The request | Credits |
|---|---|
| Sent, and it passes the form's fit rules (or the form has none) | 1 |
| Sent, and it doesn't pass the fit rules | 0 |
| Book a meeting's questions answered, then no meeting booked | 0 |
| Sent from the Agent Studio preview | 0 |
| The same email used a credit in the last 30 days | 0 |
| The conversation already used a whole credit | 0 |
Every sent request has the visitor's name and email, and it reaches you whether it uses a credit or not.
One credit per conversation
A conversation never uses more than 1 credit:
- A visitor who sends a request that isn't a fit, then books a meeting, uses 1 credit, for the meeting.
- A visitor who answers Book a meeting's questions and then books uses 1 credit, for the meeting.
- A visitor who books a meeting, then sends a quote request in the same chat, uses 1 credit in all.
A repeat within 30 days is free only when the earlier one used a credit. A request that wasn't a fit doesn't make the same visitor's later request that fits free.
The three-day hold
A request that fits counts three days after it's sent. Until then, its Credits line in Conversations shows the date it counts, for example 1 credit · counts Oct 16.
To take a request off your bill during the hold:
- Open the conversation from Meetings → Requests (Conversation) or from Conversations.
- In the request panel on the right, select Not a real request.
The request stays in the conversation, its Credits line reads Credit removed, and the credit it used is given back. After three days the request has counted and the button is gone.
Credit states
The request panel in Conversations shows each request's Credits:
| In the request panel | What it means |
|---|---|
| 1 credit · counts Oct 16 | In the hold. You can still remove it. |
| 1 credit | Counted as a whole credit |
| No credit · not a fit | The visitor didn't pass your fit rules |
| No credit · preview | Sent from the Agent Studio preview |
| No credit · repeat within 30 days | The same email used a credit in the last 30 days |
| No credit · already counted in this conversation | A meeting or another request in the chat used the credit |
| No credit · the meeting counts instead | The visitor booked in the same chat during the hold, so the meeting uses the credit |
| Credit removed | Someone selected Not a real request |
· included after a counted request, such as 1 credit · included, means it came out of the credits you already have rather than being charged as an extra credit.
In Meetings → Requests, the Credits column shows the same states in short: 1, None with the reason, such as None · not a fit, None · repeat or None · preview, or Removed.
Where requests show on your bill
On Billing, the Credits row splits the month into meetings and requests, such as 22 meetings · 8 requests. View usage lists each one. See Manage your plan and credits.
Good to know
- Your fit rules decide whether a request uses a credit. A visitor who isn't a fit still reaches you with their answers, for free.
- On Free, each form can have one qualifying question, a question with a fit rule. See Add fit rules.
- A form that ends in a meeting uses at most 1 credit, whether the visitor books or only sends the request.