Subscription Plans
A plan is something a client can buy: a name, a price and a bundle of limits and features. Plans are how you decide who gets what, and what each tier costs.
Open it from Clients & Billing → Pricing Plans.
The problem it solves
Not every customer needs everything. A small shop needs one WhatsApp number; a big company needs ten channels, broadcast and an API. Plans let you sell a small package cheaply and a big one for more, and keep AI costs under control with usage caps.
Create a plan
- Click Create plan.
- Type a Plan name (customers see it on your pricing page).
- Choose the Plan type:
- Paid — charged monthly or yearly. Set the first price, the currency and the billing interval. Optionally add Trial days.
- Free — no price and no checkout. The customer picks it and starts straight away, with no card.
- Click create. Then open the plan to set its limits and features.
For a paid plan, Threadline creates the matching price on every gateway you have switched on. You never pick gateways per plan.
Prices
A plan can have several prices, for example monthly and yearly, and one for each currency. Currencies come from the Currencies list.
- The plan page shows each price and which gateways it is available on.
- Change an amount, currency or interval and save: the price is updated on every gateway. Customers who already subscribed keep the price they signed up at.
- If you switch a gateway on later, saving the price adds it there too.
Description and "Most popular"
At the top of the plan's edit page:
- Description: one line under the price on the pricing cards, saying who the plan is for (for example "Everything a growing support team needs."). Up to 160 characters; leave it empty for none.
- Mark as "Most popular": highlights the plan and gives it the dark button. Only one plan can have it, so marking a plan removes the mark from the others.
The plan's name and description can be written in each of your other languages under Name and description in other languages. An empty one shows the original.
Your pricing page
Your site has a pricing page at /pricing, linked from the homepage's Pricing section and from Pricing in the navbar and footer. It shows the same plan cards, then a table comparing every limit and feature of every active plan, then your homepage's FAQ. Everything on it comes from your plans, so it is always up to date:
- The homepage cards list five limits: conversations per month, contacts, channels, team members and knowledge bases. The table lists every limit.
- A limit that needs a feature, such as SMS per month, shows as not included on a plan without that feature. A limit or feature no active plan has is left out.
- A module you switched off under Modules is not shown.
- The page's heading and the FAQ are the homepage's own (Site Content → Welcome): Pricing for the heading, FAQ for the questions. Hide the FAQ there and it is hidden here too.
Limits
On the plan's edit page, a limit is a number. Leave it empty for "No limit". A client who reaches a limit cannot create more until they upgrade.
| Limit | What it caps |
|---|---|
| Max channels | Connected channels (WhatsApp numbers, Telegram bots and so on) |
| Max knowledge bases | Knowledge bases |
| Max agents | People on the team |
| Max conversations / month | New conversations each month |
| Max contacts | Contacts stored |
| Max active automations | Automations that are switched on |
| Media storage (MB) | Files in the media library |
| Lead credits / month | Leads the Lead finder may fetch each month |
| Max assistants | AI assistants |
| Max WhatsApp templates | Message templates |
| Campaigns / month | Broadcast campaigns launched each month |
| SMS / month and Emails / month | Messages sent through SMS and email channels |
| Max social accounts and Social posts / month | Connected social profiles and scheduled posts |
| Max booking calendars | Booking calendars a workspace can create, each with its own hours and team |
| Data questions / month | Questions a workspace may ask under Reports, Ask your data each month. Each question is two short AI calls on your key, and also counts toward the AI cost limit. |
| Workspaces (all under this plan) | How many workspaces one Admin may create. See below. |
| Max AI cost / month ($) | The most AI the plan may use each month on your keys. When it is reached the AI stops answering for that month and conversations go to a human. It does not apply to a workspace using its own AI key (see AI keys). |
The Workspaces limit
This one works differently from the others, on purpose.
- A customer buys one subscription. They can create as many workspaces under it as the plan allows. The workspace where they bought counts as the first. They do not pay again for each one.
- Every other limit applies to each workspace separately. Two workspaces under one plan each get their own channels, agents and so on.
- If the plan's Workspaces limit is reached, the Admin cannot create another and is told to upgrade.
- If the plan ends, all of that customer's workspaces are locked until they renew, from the workspace that holds the subscription.
- If they move to a plan with a lower Workspaces limit, nothing is deleted. They just cannot create new ones until they are under the limit.
AI keys: included AI or the workspace's own key
Each plan says whose AI provider key its workspaces answer with. Pick it under AI keys on the plan.
| Choice | What happens |
|---|---|
| Included AI (your keys) | Every workspace answers with the keys under Integrations, AI. You pay the AI provider, and Max AI cost / month protects your margin. This is the default. |
| Workspace may use its own AI key | A workspace can add its own OpenAI, Anthropic, Gemini or OpenRouter key under Settings, AI. Until it does, it uses yours. Once it does, every AI call it makes uses its key, never yours. |
| Workspace must use its own AI key | The AI does nothing for a workspace until it adds its own key. Customers are handed to its team meanwhile, and its admins are told. Good for a cheaper plan where the customer pays the AI provider directly. |
- A workspace on its own key is never stopped by Max AI cost / month, and its calls are marked as its own on AI usage, so they do not count in your cost.
- A workspace can only pick providers you allow under Integrations, AI. Switching a provider off there also stops workspaces using it.
- When a workspace's own key fails (wrong key, no credit), its admins are told and the error shows on its Settings, AI page. You are not emailed, and your key is never used in its place.
- Keys are tried with one tiny request before they are saved, stored encrypted with the app key, and never shown again (only the last four characters).
- Changing this on a plan that has subscribers applies to them straight away. A knowledge base built with a provider the new keys cannot search shows a Re-embed button to its workspace. When a workspace switches keys itself, it is asked first and its knowledge bases are re-embedded for it.
Features
Features are on/off switches. A feature the plan does not include is shown as unavailable to the customer, and its pages point them to upgrade.
The features you can switch on or off: Broadcast, Lead Forms, Webhooks, WhatsApp, Telegram, Instagram, Messenger, WeChat, SMS, Email, Website Widget, Multi-Table Import, Deals, Lead Finder, E-commerce, Social Media, Automation, API access, Appointment booking, CRM sync (HubSpot) and Ask your data.
A free plan is often given only a few features, so customers have a reason to upgrade.
Order, hide and retire
- Use the up and down arrows to set the order customers see on your homepage, the plan picker and when they change plan. Put cheaper plans first.
- Deactivate hides a plan from new customers. Everyone already on it keeps it.
- Each plan card shows how many clients are on it.
What happens to a client's access
- A client needs a live subscription, free or paid, to use the app. A new Admin who has not chosen a plan is sent to choose one. Their Agents see a page asking them to contact their Admin. Nothing is deleted while there is no plan.
- A cancelled subscription keeps working until the end of the period already paid for.
- A past-due subscription (a failed payment) can sign in and see everything, but cannot create anything new until payment goes through.
- Platform settings (AI keys, storage, mail, Google sign-in, site settings) belong to the Owner only. Admins never see them.
Common questions
I cannot create a paid plan. No payment gateway is on. See Payment Gateways.
I changed the price but my old customers still pay the old one. That is intended. Existing subscribers keep the price they signed up at.
What if I want to give one client a bigger limit? Create a special plan and use Assign plan. You can also add people past the agent limit from the client page.