> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digifist.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What is a Conversation?

> The precise definition of a Conversation, what counts (DELIVERED-only), what does not, and how Conversations are deducted across Free Plan, paid plans, and monthly tiers.

A **Conversation** is a Galantis platform usage unit consumed when a WhatsApp template message is delivered. Understanding exactly what counts — and what does not — helps you predict usage and avoid surprises on your Shopify invoice.

<Warning>
  Conversations are not WhatsApp credits and they do not pay Meta charges. Meta bills WhatsApp messaging directly in Meta Business Manager. Galantis bills the platform Conversation separately.
</Warning>

## What counts as a Conversation

A Conversation is consumed when **all** of the following are true:

* The message is a **WhatsApp template message** (campaign or automation flow)
* The message status becomes **DELIVERED**
* The message is billable under WhatsApp messaging rules

A Conversation is **not** consumed for:

* Drafts or previews
* Failed sends
* Undelivered messages
* Inbound replies in the Inbox (those are tracked as Inbox Threads — see [Inbox add-on](/galantis/whatsapp/billing/add-ons/inbox))

## The credit model

Galantis uses a flat rate: **1 delivered Conversation = 1 credit**, regardless of destination country or template category. Meta's per-country and per-category charges still apply on the Meta side, but they don't change how many Galantis credits a delivered message consumes.

Credits come from three places — in this deduction order:

<Steps>
  <Step title="Plan allowance">
    Each plan includes a fixed monthly Conversation allowance (Free 20, Starter 50, Growth 250, Scale 1,000, Enterprise 2,000). These are spent first.
  </Step>

  <Step title="Monthly Conversation tier">
    If you added a tier (\$1 = 100 credits, 68 tiers from \$5 to \$5,000), those credits are spent after the plan allowance.
  </Step>

  <Step title="Send-time upgrade">
    If both are depleted mid-campaign, Galantis blocks new sends and prompts an instant tier upgrade. Existing in-flight sends complete on the current balance.
  </Step>
</Steps>

<Tip>
  Want to add or change a tier? See [Tiers & upgrades](/galantis/whatsapp/billing/tiers-and-upgrades) for the full list and how upgrades work.
</Tip>

## Counting happens on delivery

Usage is recorded at the point of delivery, not when you click Send.

```mermaid theme={null}
flowchart TD
  A[Campaign or flow attempts send] --> B{Message DELIVERED?}
  B -->|No| C[0 credits consumed]
  B -->|Yes| D[Deduct 1 credit from balance]
  D --> E[Plan allowance, then tier]
  E --> F[Usage updated]
```

## Estimation vs. final usage

Before sending a campaign, Galantis shows an estimate of required Conversations. Final usage is reconciled based on actual delivered messages.

Estimates can differ from final usage for the following reasons:

* Delivery rate differs from expected
* Segment size changes between estimate and send
* Recipient country distribution shifts (affects Meta's charges, not your Galantis credit count — but estimates may show both)

## Examples

<Tabs>
  <Tab title="Delivered campaign message">
    You launch a campaign with a template message. The message is delivered successfully.

    **Result:** 1 Conversation credit consumed per delivered recipient.
  </Tab>

  <Tab title="Undelivered or failed message">
    A send fails or the recipient number is invalid. The message does not reach DELIVERED status.

    **Result:** 0 credits consumed.
  </Tab>

  <Tab title="Draft or preview">
    You preview or test a template without sending it to real recipients.

    **Result:** 0 credits consumed.
  </Tab>

  <Tab title="Automation flow trigger">
    An [abandoned-checkout automation](/galantis/whatsapp/automations/recipes/abandoned-checkout) fires and delivers a template message to a customer.

    **Result:** 1 Conversation credit consumed per delivered recipient. Automation deliveries draw from the same balance as campaigns.
  </Tab>
</Tabs>

## Conversations vs. Inbox Threads

The Inbox module also uses the word "conversation" to describe support threads. To avoid confusion, this documentation uses two consistent terms:

* **Conversations (or credits)** — the billing unit for delivered campaign and automation messages
* **Inbox Threads** — support threads handled in the Inbox module, billed separately per agent seat

<Card title="Inbox add-on" href="/galantis/whatsapp/billing/add-ons/inbox">
  How Inbox Threads are priced and counted separately from platform Conversations.
</Card>

## Developer notes

This section is intended for engineers and QA. Customers can skip it.

<AccordionGroup>
  <Accordion title="Recommended usage event contract" icon="code">
    Create a usage event only when:

    * `status == "DELIVERED"`
    * message is a billable template message

    Suggested fields:

    * `message_id` (idempotency key)
    * `waba_id` / `business_id`
    * `template_name`
    * `template_category`
    * `destination_country`
    * `delivered_at`
  </Accordion>

  <Accordion title="Idempotency" icon="repeat">
    Delivery webhooks can be retried. Deduction must be idempotent on `message_id` to avoid double-charging.
  </Accordion>

  <Accordion title="Deduction order" icon="list-ol">
    1. Plan included Conversations
    2. Monthly tier Conversations

    If both are insufficient:

    * Block new campaign sends
    * Prompt immediate tier upgrade
    * Pause automation sends (policy choice)
  </Accordion>
</AccordionGroup>

***

<CardGroup cols={2}>
  <Card title="Tiers & upgrades" href="/galantis/whatsapp/billing/tiers-and-upgrades">
    The 68 Conversation tiers, the \$1 = 100 credits rate, and how upgrades work.
  </Card>

  <Card title="Usage & blocking" href="/galantis/whatsapp/billing/usage-and-blocking">
    Where to track usage and what happens when you run out of Conversations.
  </Card>
</CardGroup>