Commslayer charges per account, not per agent. You only pay for conversations you reply to. The helpdesk itself is free forever, and the AI agent comes with every plan. Billing is month to month.
Plans at a glance
Free: $0/month
For small stores and solo founders. Includes 300 conversations, 300 AI agent messages and 300 AI drafts per month. All channels and integrations included, except voice. No time limit.
Free is the only plan that does not include auto-labels, auto-translate, AI summaries, self-serve order editing, social media moderation and contact reasons.
Plus: from $39/month
For stores with a small support team. Adds auto-labels, auto-translate, AI summaries, self-serve order editing, social media moderation and contact reasons. Three volume tiers:
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$39/month: 800 conversations, 1,600 AI agent messages, 1,600 AI drafts
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$99/month: 2,000 conversations, 4,000 AI agent messages, 4,000 AI drafts
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$199/month: 4,000 conversations, 8,000 AI agent messages, 8,000 AI drafts
Scale: from $299/month
For high-volume support teams. Adds a shared Slack channel with the Commslayer team, AI agent setup services and priority response time. Eight volume tiers:
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$299/month: 6,000 conversations, 12,000 AI agent messages, 12,000 AI drafts
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$499/month: 10,000 conversations, 20,000 AI agent messages, 20,000 AI drafts
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$799/month: 16,000 conversations, 32,000 AI agent messages, 32,000 AI drafts
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$1,199/month: 24,000 conversations, 48,000 AI agent messages, 48,000 AI drafts
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$1,599/month: 32,000 conversations, 55,000 AI agent messages, 55,000 AI drafts
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$1,999/month: 40,000 conversations, 60,000 AI agent messages, 60,000 AI drafts
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$2,499/month: 50,000 conversations, 75,000 AI agent messages, 75,000 AI drafts
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$2,999/month: 60,000 conversations, 90,000 AI agent messages, 90,000 AI drafts
Enterprise: custom pricing
For stores with 60,000+ conversations per month. Negotiated pricing and SLAs, a dedicated account manager and tailored limits.
Paid plans start with a 14-day free trial. There is no charge until the trial ends.
How billing works
What counts as a billable conversation
Any email, live chat or DM thread where you reply at least once. Each thread counts once per month, no matter how many messages go back and forth.
Social media comments are unlimited
Instagram, Facebook and TikTok comments don't count toward your plan on any tier.
Agents are unlimited
You can add as many teammates as you want on every plan, including Free. There are no per-seat fees.
Overage
Above your plan's included amounts, extra usage is billed at $0.15 per extra conversation and $0.075 per extra AI agent message. Tiers don't upgrade automatically. You switch to a higher tier yourself in Settings → Subscription. You can set a monthly spending cap for extra usage in Settings → Usage & billing.
If you go over your plan regularly, upgrade. Extra usage costs much more per conversation than the same volume inside a higher tier. For example, 1,200 extra conversations on the $39 tier cost $180 as extra usage. The $99 tier includes them for $60 more.
AI agent messages and AI drafts
These are two separate monthly pools. AI agent messages are replies sent automatically to customers. AI drafts are suggested replies shown to your team for manual sending. Each plan includes an allowance of both, so you can leave drafts on for the whole team without affecting how many AI agent replies you have left.
Voice
Calls are billed per minute, on top of your plan. The rate depends on where the call goes. Each phone number you keep is billed monthly, and the fee depends on the country.
Voice is billed by usage, so it needs a current paid plan. It isn't available on the Free plan or legacy plans.
Changing or cancelling your plan
Plans and tiers don't change automatically. You change them yourself in Settings → Subscription. Administrators and managers can open that page. Agents can't, so ask an administrator on your account.
Choose a plan or tier
- Go to Settings → Subscription.
- Pick the plan and tier you want and click the button on its card.
- Shopify's approval page opens in a new browser tab. Approve the charge there.
- Shopify sends you back to Settings → Subscription with the new plan active. The tab you started from shows the old plan until you reload it.
The charge is approved in the Shopify admin of the store marked Used for payments in Settings → Shops. Your plan changes only when the charge is approved. Closing the approval tab leaves your plan as it was.
Upgrades
For an upgrade between 30-day plans:
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The upgrade takes effect once you approve it in Shopify and the new plan is activated.
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Your usage starts fresh against the new plan's full included allowances. Usage before the upgrade isn't deducted from those allowances, and the allowances aren't prorated.
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The price increase is prorated for the days remaining in your current billing cycle.
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Your existing renewal date stays the same. Your allowances reset again at renewal.
For example, if the new plan costs $600 more per 30-day cycle and you have 10 days left, the additional subscription charge for that cycle is $200.
Downgrades
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A lower tier works the same way. Pick it, click the button and approve the charge in Shopify. Shopify shows the new, lower charge. It replaces your current one and isn't added on top.
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The change takes effect when you approve it, not at the end of your billing cycle. A downgrade can't be scheduled for a later date.
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Your usage starts fresh against the lower tier's allowances from that moment.
Switching to Free
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In Settings → Subscription, click the button on the Free card. The paid plan ends as soon as you click. There is no approval step in Shopify and no confirmation step, and you see "Successfully downgraded to free plan".
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Your conversations, contacts, inboxes and settings stay. Your limits drop to 300 conversations, 300 AI agent messages and 300 AI drafts a month, and the features that need a paid plan are locked.
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Deleting a store in Settings → Shops doesn't end the charge in Shopify. Switch to Free before you delete the store, or uninstall the app from that store in Shopify.
Cancelling Commslayer
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To cancel, uninstall the Commslayer app from your Shopify admin. There is no cancel button in Settings → Subscription.
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Uninstalling the app from the store marked Used for payments ends the paid plan.
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Refund requests are reviewed by the team case by case. Contact support from the chat inside the app.
Frequently asked questions
What counts as a support conversation?
Any email, live chat or DM where you reply at least once. Social media comments don't count and are unlimited.
Are agents really unlimited on every plan?
Yes. Add as many teammates as you want, on every plan including Free. We don't charge per seat.
What happens if I exceed my plan?
Extra usage is billed at $0.15 per extra conversation and $0.075 per extra AI agent message. Tiers don't upgrade automatically, so if you expect to go over, upgrade in Settings → Subscription: a higher tier costs much less per conversation than extra usage. You can also set the spending cap to $0 in Settings → Usage & billing if you don't want any extra charges at all.
What counts as a billable AI agent message?
AI agent messages (replies sent to customers) and AI drafts (suggested replies for your team) are tracked as two separate monthly pools. Each plan includes an allowance of each.
Do drafts share my AI agent quota?
No. Drafts have their own monthly quota, separate from AI agent replies.
Can I switch plans or volume tiers anytime?
Yes. Go to Settings → Subscription to choose a different plan or tier, or to switch to Free. A change from one tier to another, up or down, takes effect when you approve the new charge in Shopify, not at the end of your billing cycle. Switching to Free takes effect right away. In both cases your usage starts fresh against the new plan's allowances. The steps are in "Changing or cancelling your plan" above.
Can I set a spending cap?
Yes. Set any monthly cap for extra usage in Settings → Usage & billing, including $0. With a $0 cap, AI usage stops the moment you hit your plan limit and you're never charged above your monthly plan price. Set a higher cap if you want some headroom.
Do you offer custom pricing?
Yes, for Enterprise volumes and for businesses running several stores. Email julieta@commslayer.com with your monthly conversation volume and the number of stores.
Can I connect multiple Shopify stores?
Yes. All your Shopify stores can be managed from a single Commslayer account on one plan, and connecting more stores doesn't add a charge. The plan is billed on the store marked Used for payments in Settings → Shops. Separate Commslayer accounts each have their own plan and are billed separately.
Can I use Commslayer without Shopify?
Not right now. Commslayer is currently focused on Shopify merchants.
Can I import my ticket history from another helpdesk?
Yes. Importers are available for Gorgias, Zendesk, Help Scout, Re:amaze, Richpanel, Freshdesk, Front and Kustomer, on every plan. You need API access to your old helpdesk. See the Migration setup guide.
Need help choosing a plan?
Book a demo and someone will help you find the right fit.