Arbyn comes in three plans, and the difference between them is simple: how many conversations you get each month. Nothing else changes. This article explains what each plan includes, what counts as a "conversation," your free calibration allowance, and exactly what happens when a store reaches its monthly limit.

Every store on Arbyn gets the full product from day one: the email agent, the storefront chat widget, Instagram DMs, Facebook Messenger, every order action, guardrails, escalation to your team, CSAT, all 21 supported languages, the sales tools, and every report. The only thing that changes between plans is how many conversations you can have in a month before Arbyn pauses automatic replies. There's no "basic" version of Arbyn missing features. Starter and Growth are the exact same product as Agent, just metered.

Settings → Billing shows your current plan, your usage this month, and lets you upgrade or downgrade. Your monthly conversation count and calibration progress are also visible from your Command Center (Arbyn's home screen).

There's no time-based trial on any plan. Arbyn Starter is free forever, and it works as your trial: you can run Arbyn on real customer conversations for as long as you like before deciding whether to upgrade. If you upgrade, billing starts right away. There's no separate countdown or time limit layered on top, because the free plan already did that job.

The yearly prices are a real discount rather than a rounding: Growth is $600 a year against $708 if you paid monthly, and Agent is $990 against $1,188, which is exactly two months free.

A conversation is one whole thread with a shopper, the full back-and-forth about a single topic, not each individual message inside it. If a customer emails you, you reply, and they reply again, that's still one conversation. The same is true for a chat session, an Instagram DM thread, or a Facebook Messenger thread. Every channel feeds the same single monthly count, so switching channels doesn't reset or inflate anything. If that same shopper comes back later with a new, unrelated question, that starts a new conversation.

Voice is the only channel that doesn't count toward this meter (it's billed separately in minutes), but voice isn't live yet, it's on Arbyn's roadmap.

However you get here, whether you're mid-onboarding, still deciding on a plan, or already on Starter, your first 50 conversations ever don't count toward anything. Think of them as calibration: the time Arbyn spends learning your store's policies, catalog, shipping rules, and voice, watched over by you, before the monthly meter starts running. This is a one-time, lifetime allowance, not something that resets each month, and it applies no matter which plan you eventually choose.

If your store reaches its plan's limit in a calendar month (150 on Starter, 500 on Growth), Arbyn stops generating automatic replies for the rest of that month. Agent has no limit, so this never happens on it. This isn't a soft slowdown, it's a hard stop before any AI work happens on a new conversation, specifically so a sudden flood of messages (a sale, a shipping delay, a bot attack) never runs up a bill behind the scenes. You are never charged for going over. There's no overage fee, ever, on any plan.

New conversations don't disappear when this happens. They still land in your inbox, exactly where they always do, just without an AI-drafted reply attached. They're marked as needing your team's attention so nothing gets missed. The moment your store crosses the limit, Arbyn emails your alert address to tell you, so you're never left wondering why replies suddenly stopped. The limit resets automatically at the start of the next calendar month, or you can upgrade at any time and the pause lifts immediately, the same conversation that just got queued can be picked back up by Arbyn as soon as your plan changes.

You can switch between any of the three plans at any time from Settings → Billing. Moving up a plan raises or removes the monthly limit right away and starts billing immediately (there's no time-limited window tacked onto the upgrade). Moving down takes effect the same way. All three plans are set up through Shopify's own billing system, so charges appear on your regular Shopify invoice, not a separate one from Arbyn.

Do I get charged if my store goes over its monthly conversation limit? No. Arbyn never bills for overage on any plan. When a store reaches its limit, new conversations are simply queued for your team until the next calendar month starts or you upgrade.

Which plan should I be on? If you handle up to about 150 support conversations a month, Starter is free and complete. Between 150 and 500, Growth is $59 a month. Past 500, or if you would rather not think about the number at all, Agent is $99 a month for unlimited. You can move between them whenever you like, so it is not a decision you have to get right up front.

Does a long back-and-forth email count as multiple conversations? No. One whole thread with a shopper, however many messages it takes to resolve, is one conversation.

What happens to messages while my store is at the limit? They still show up in your inbox as usual. Arbyn just doesn't draft or send a reply to them automatically until the limit resets or you upgrade.

Is there a time limit on the free calibration conversations, like a 30-day countdown? No. There's no clock running. Your first 50 conversations, however long they take to happen, are free, and Arbyn Starter itself never expires either.

Can I switch plans whenever I want? Yes. Upgrade or downgrade any time from Settings → Billing. An upgrade raises or removes the limit and starts billing immediately.