💳 Plans, Limits and Feature Gating

A clear reference for what each plan can do and how the system controls access.

Plans table

Feature	Freemium	Matrix	Pro	Pro Unlimited
Price	Free	39€/mo	69€/mo	Custom
Conversations included/mo	30	900	1,500	Unlimited
Overage per conversation	Not available	0.09€	0.09€	N/A
Add-on packs (+30 conv)	No	5€	5€	N/A
Web Chat channel (widget)	✅	✅	✅	✅
WhatsApp Business channel	❌	✅	✅	✅
Instagram / Facebook channel	❌	✅	✅	✅
Google Calendar sync	❌	✅	✅	✅
Real-time availability (PMS)	❌	✅	✅	✅
Direct booking via chat	❌	✅	✅	✅
OTA price comparison	❌	❌	✅	✅
Hotel chains	❌	❌	✅	✅
Active promotions	Max. 3	Unlimited	Unlimited	Unlimited
Travel packages	❌	Max. 10	Unlimited	Unlimited
Discount rules	❌	Max. 10	Unlimited	Unlimited
White label (PMS Admin)	❌	✅	✅	✅
Export conversations	✅	✅	✅	✅
Analytics dashboard	Basic	Full	Full	Full
Support	Community	24h SLA	12h SLA	12h SLA
Users per hotel	2	10	Unlimited	Unlimited

:::info Plan codes The marketing names are Freemium / Matrix / Pro / Pro Unlimited. In the system (database and API) they correspond to the codes free, matrix, pro and pro_unlimited. The pro_unlimited plan removes the conversation counter and does not generate overage charges. :::

How limit control works (Feature Gating)

The system controls access to features by plan_code in real time. The logic lives in the backend (subscriptions + conversation_counters).

Conversation flow with limit

User starts a conversation
        ↓
Backend: is conversation_counter >= conversations_limit?
    ├── NO  → Conversation allowed, increment counter
    └── YES → Bot sends auto-reply: "Limit reached"
              System records overage_conversations
              Sends warning_email_sent_at (if not yet sent)

How a "conversation" is counted

• A chat session counts as 1 conversation when it starts
• The session has a 24-hour window — messages within the same day = 1 conversation
• If the guest returns the next day, it is a new conversation

Counter reset

• The counter resets automatically every 30 days from billing_cycle_start_date
• For add-on packs (+30 conv for 5€), the limit increases immediately after payment
• On the pro_unlimited plan there is no active counter — conversations are unlimited

Feature gating — what the user sees depending on the plan

If they try to access a blocked feature

• A banner or modal appears with the message: "This feature requires the [Matrix/Pro] plan. Upgrade your plan to access it."
• Direct CTA: "View plans" → redirects to the Billing section
• A technical error is never shown to the end user

Features blocked on Freemium — bot behavior

Situation	Behavior
Guest asks for exact availability	Bot responds with "approximate base rate" — not real availability
Guest wants to book directly	Bot generates a pre-booking: captures data + notifies the hotel manually
Guest asks to compare with Booking.com	Bot ignores the comparison and focuses on the hotel's value
30-conversation limit reached	Bot sends an auto-reply and stops responding until the next cycle
Lead generated with no channel configured	The lead does not trigger a notification (requires WhatsApp or email configured)

Support SLAs by plan

Plan	Guaranteed SLA	Internal priority
Pro / Pro Unlimited	12 hours	High
Matrix	24 hours	Medium
Freemium (or no active plan)	72 hours	Low

Billing cycle (Stripe Connect)

Sign-up on Matrix/Pro plan
        ↓
Stripe creates a monthly subscription (stripe_subscription_id)
        ↓
Automatic payment every 30 days
        ↓
If payment fails → Hotel drops to Freemium until resolved
        ↓
If conversations are exceeded → Overage is billed automatically
        ↓
Invoice download available in Hotels → [your hotel] → Billing

warning

Payments in Colombia (PSE/Nequi) via Wompi are functionality planned for Phase 3 (not yet available on all plans). Currently only Stripe (international card) and Wompi for specific markets.

White label (PMS Admin)

pms_admin users are resellers who can manage multiple hotels under their own brand:

• They have their own admin panel with a list of referred hotels
• They receive a commission per active hotel (configured in platform_commission_configs)
• They can customize the chatbot branding for their clients
• The hotelier sees the chatbot with the PMS Admin's brand, not HotelChatBook's
• Custom subdomains available (e.g.: pms-lamaravilla.hotelchatbook.io)

tip

To become a PMS Admin: contact the UNOZERO team.