What each plan includes
Every current Replyco plan includes every feature, from tickets, automation and Replyco AI to chats, calls, cases, feedback and the reports. Plans differ in how they are priced, per user or by usage, and in the number of accounts your company can connect. During a trial every feature is on. Your plan decides what your company has; User permissions and roles decide who in your team uses it.
Availability: every company has a plan or a trial. An administrator sees the current plan on the Subscription tab of AdminBilling; see Billing.
How it works
Section titled “How it works”Each plan is a set of features, and every current plan includes all of them. When your company subscribes or changes plan, Replyco switches on the features of the new plan for every user at once. Features that Replyco switched on for your company separately stay on when the plan changes.
| Feature | What it gives you |
|---|---|
| Tickets from every connected account, templates, rules, labels, merging, delayed sending and the Overview dashboard | The core helpdesk; see Tickets and Tools |
| Replyco AI | AI categories, summaries, tone analysis, drafts and the AI assistant in the editor, set up in ToolsAI Settings by users with the Admin permission in Edit mode; see AI Settings |
| Chats: WhatsApp, live chat and the messengers | The Chats inbox and the Chat Tools; see Chats |
| Calls | Aircall calls under Calls; see Calls |
| Cases | eBay returns and cases under Cases; see Cases |
| Feedback and feedback requests | Feedback List and Feedback Requests under Feedback; see Feedback |
| Advanced reporting | The Performance, Channels, Labels, Users, Cases and Reports dashboards; see How the dashboards count |
| Auto-responses | The Auto-response Rules tab in ToolsAutomation; see Auto-responses for tickets |
| eBay order actions in tickets | Cancelling, refunding and returning an eBay order from the ticket; see eBay |
| Translations | Translating messages and replies in a ticket, and automatic translation in AdminCompany Settings; see Translations |
| Smart Filters | ToolsSmart Filters for saved searches; see Manage Smart Filters |
| User permissions, user roles and collision detection | AdminUsers with roles and access rights, and a sign when a colleague is reading or replying to the same ticket; see User permissions and roles |
| Templates and signatures per account | Limiting a template or a signature to some accounts; see Reply templates and Account Signatures |
| Snippets | ToolsSnippets and snippets in the editor; see Snippets and placeholders |
| Order sync | Orders synced from your stores even without a ticket; see Orders |
| Draft saving | Replies you have started are kept as drafts; see The ticket screen |
| Priorities and SLA | The Priorities & SLA tab with respond and resolve deadlines; see Ticket priorities and SLA |
| Custom fields | ToolsCustom Fields and the fields in a ticket; see Custom Fields |
| Two-factor authentication | Mandatory for every new user, on every plan: a code from an authenticator app at every sign-in with a password; see Two-factor authentication |
What sets plans apart is the price model and the number of accounts. The plan comparison calls the two price models Ticket-Based and User-Based:
| Usage-based plan | User-based plan | |
|---|---|---|
| Price | A monthly fee that includes a number of tickets; each extra ticket costs the plan’s price | A price per user a month; inviting or deleting a user changes it at once |
| Tickets | The plan’s monthly allowance, then extra tickets | Unlimited under the fair use policy |
| Accounts | The plan’s number of accounts | The plan’s number of accounts |
| Features | Every feature | Every feature |
| Usage and AI Usage tabs in AdminBilling | Shown | Not shown |
For the prices and the number of accounts of each plan in your currency, see Subscribe to a plan. When your company reaches its number of accounts, see Accounts.
During a trial every feature is on, so you can try each of them before you choose. When you subscribe, your company keeps every feature, whichever plan and price model you choose.
Older plans can vary. A company that subscribed to an older plan may not have every feature; Replyco shows a feature your plan lacks as described under Where you see it. An older plan without user permissions and roles keeps working the way it always has. Changing to a current plan in the plan comparison gives your company every feature; see Subscribe to a plan.
Example
Section titled “Example”Northwind Electronics answers Amazon, eBay and Shopify customers with a team of five. During its trial the team sets up what it wants to keep: an out-of-hours auto-response, priorities with a 24-hour respond deadline for Amazon tickets, a role for each colleague, and the eBay order actions that let Theo Rowe refund an order without leaving Replyco.
When the trial ends, Henry Clarke, the owner, opens the plan comparison. Every plan includes every feature the team has set up, so he chooses by two things only:
- The price model. Five people answer a few hundred conversations a month, so he compares the per-user price of User-Based with the ticket allowance and extra tickets of Ticket-Based.
- The accounts. Northwind has six accounts connected, so he picks a plan whose number of accounts covers them.
He subscribes to a usage-based plan. Nothing the team set up changes: the auto-response, the priorities, the roles and the eBay actions stay as they are. AdminBilling now shows the Usage tab with the conversations answered in the current period.
A year later Northwind connects more marketplaces than its plan’s number of accounts allows and moves to a larger plan. Its features stay the same; only the price and the number of accounts change.
What it does not do
Section titled “What it does not do”- A plan does not decide who in your team uses a feature. It makes a feature available to your company; permissions decide which colleagues see it. See User permissions and roles.
- A permission does not add a feature your plan lacks. On an older plan without a feature, ticking a permission for a colleague does not bring back the feature’s menu.
- The price model does not change the features. Usage-based and user-based plans include the same features; they differ in price, tickets and the tabs of AdminBilling.
- Replyco AI is not an extra. It is part of every plan; on a usage-based plan, how much AI work Replyco does is shown on the AI Usage tab of AdminBilling.
- The plan does not decide two-factor authentication. It is mandatory for every new user, on every plan; see Two-factor authentication.
- Copilot is not part of the plans. The AI assistant in the top bar appears when Replyco has switched it on for your company, and during a trial that has not ended for companies outside the German region; see The Replyco screen. Beta features, which Replyco switches on for single companies, are not part of any plan either.
- Retention does not wait for the archive. Tickets that have not changed for longer than the Historical / Retention Period of your plan are removed, archived or not; see Archive.
Where you see it
Section titled “Where you see it”- The plan line. AdminBilling › Subscription names your plan and its price, with Change Plan to move to another; see Billing and Subscribe to a plan.
- The plan comparison. Every feature row is ticked for every plan; the columns differ in price, tickets and accounts.
- A padlock in the sidebar, on an older plan. A menu item your plan does not include can show a padlock, for example Cases, Feedback Requests, a dashboard or Chat ToolsLive Chat. Selecting it asks Your subscription plan doesn't include this feature. Do you want to go on the billing page to unlock this feature?; confirming opens AdminBilling.
- Missing tabs and buttons, on an older plan. Other features simply do not appear without the plan: the Auto-response Rules tab, the Priorities & SLA tab, ToolsSmart Filters, ToolsCustom Fields, ToolsSnippets, AdminUsers, the custom fields in a ticket, the translation controls in a ticket and the eBay order actions.
- Pages about each feature. Every guide in this help says in its Availability line that every plan includes the feature, and links here where a company on an older plan may not have it.