Fair Use Policy – Chatwoot Cloud
We use fair use guidelines to help keep Chatwoot Cloud fast and reliable for everyone. The ranges below reflect typical, healthy usage for each plan. If your team regularly exceeds them, we’ll recommend a higher plan or other options that better support your workload.
Note: These guidelines may evolve over time as we observe platform-wide usage patterns and make improvements. We’ll adjust ranges to keep the service fast, fair, and reliable for everyone.
Message Guidelines by Plan
Messages include both inbound and outbound messages across channels in active conversations.
Example: A 10‑agent Business team typically handles around 200,000 messages per month.
| Plan | Messages per Agent / Month (Fair Use) |
|---|---|
| Hacker | Up to 500 conversations per account |
| Startup | Around 10,000 messages per agent |
| Business | Around 20,000 messages per agent |
| Enterprise | Around 50,000 messages per agent |
Inbox Guidelines by Plan
Every Chatwoot Cloud account starts with 10 inboxes by default. Beyond this, the number of inboxes scales with your team size and is calculated as additional inboxes per agent. If you need more than the included limit, you can request an increase via customer support.
Example: A 5‑agent Startup team typically has 10 (default) + (5 × 5) = 35 inboxes.
| Plan | Inboxes per Agent (additional over default 10) |
|---|---|
| Hacker | Fixed 10 per account (trial use) |
| Startup | 5 additional inboxes per agent |
| Business | 8 additional inboxes per agent |
| Enterprise | 10 additional inboxes per agent |
Contact Guidelines by Plan
The number of active contacts you manage in Chatwoot Cloud also scales with plan and team size. Contacts represent the customers you engage with and store in your workspace.
Example: A 10‑agent Business team typically manages up to 250,000 contacts.
| Plan | Contacts per Agent (Fair Use) |
|---|---|
| Hacker | Up to 1,000 contacts per account |
| Startup | 10,000 contacts per agent |
| Business | 25,000 contacts per agent |
| Enterprise | 50,000 contacts per agent |
Data Retention
Retention defines how long conversation history, including messages, attachments, and related events, remains accessible in your workspace. After the retention period, the data will be removed from the workspace and will only be available through exports.
| Plan | Retention (Fair Use) |
|---|---|
| Hacker | 30 days |
| Startup | 6 months |
| Business | 1 years |
| Enterprise | 2 years (or as defined in the contract) |
For legal and privacy details (including deletion requests), see our Privacy Policy – Data Retention and Deletion.
Inactive Account Policy
To maintain optimal platform performance and resource allocation, inactive accounts are subject to automatic deletion after extended periods of inactivity.
- Deletion Timeline: Accounts inactive for more than 6 months will be scheduled for deletion.
- Notification Process: Once deletion is scheduled, an email notification will be sent to all users in the workspace.
- Grace Period: There will be a 7-day grace period to cancel the scheduled deletion after the notification is sent.
- Data Recovery: After the grace period expires, all account data will be permanently deleted and cannot be recovered.
Important: To prevent accidental deletion, ensure at least one user logs into the workspace every 6 months. Any login activity will reset the inactivity timer.
Why We Recommend These Limits
- Maintain performance and reliability for all teams.
- Prevent misuse, such as spam or bot-driven traffic.
- Keep pricing predictable without usage-based fees.
How It Works
- The ranges above are guidelines, not hard limits.
- Short-term spikes can happen and are okay.
- If you regularly exceed these levels, we’ll partner with you on the best path to scale.
This policy may change from time to time based on observed usage patterns and platform improvements.
Last updated: 21 Aug 2025