Understanding your answers allowance

What the allowance is#

Your LucyIQ plan includes a monthly answers allowance — how much your agents can answer each month. Every question a customer or staff member asks, and the answer your agent gives, draws a little from that allowance. So does work you ask Lucy to do for you, like drafting a reply or summarising a ticket.

As a guide, an agent answers about 7,500 questions a month on Business, 15,000 on Professional and 30,000 on Ultimate. Those are estimates based on the average question and answer across LucyIQ agents — longer answers use more of the allowance, shorter ones less.

When it renews#

Your allowance refreshes at the start of each billing month. Unused allowance doesn't roll over — each month starts fresh.

Seeing your usage#

Your dashboard shows two different things, and they answer two different questions.

"How much have I got left?" Each agent shows a percentage of this month's allowance, plus roughly how long it will last at your current pace — for example "38% left · lasts to about 28 July". That's the number to watch if you're wondering whether you need more capacity.

"What am I getting for this?" Your dashboard also shows roughly how much time Lucy has saved you — for example "Lucy saved you about 14 hours in the last 30 days".

That time figure is an estimate, not a measurement. We work it out from the length of each conversation and how long the same work would typically take a person — reading the question, finding the answer, writing a reply. We keep the estimate deliberately on the conservative side, so if anything it understates what your agents are doing.

If you run low#

As you approach the end of your allowance, LucyIQ lets you know by email so there are no surprises. If you'd like more capacity, you have three options:

• Upgrade your plan to a higher tier with a larger monthly allowance and more features. It's the right move if you also want what the higher plan adds.
• Add extra monthly allowance to one agent. This is the lowest-cost way to answer more questions every month. You only pay for the days left in your current billing month, and after that it renews on the same day as your plan — so you keep a single billing date. It applies to the one agent you choose. Change or cancel whenever you like; if you cancel, you keep what you've already paid for until the end of the month. If you cancel your plan, this stops with it.
• Buy a one-off reserve. A reserve is shared by all your agents and lasts 12 months. It sits in the background and is only used when an agent's monthly allowance runs out — think of it as insurance against a busy month rather than something you'll use every month.

You can see any reserve you've bought on your usage page, including how much of each pack is left and when it expires.

If your allowance runs out completely and you have no reserve, your agents pause answering until it renews or you add more — your settings and knowledge are never affected.

Which should I choose?#

If you run low most months, add extra monthly allowance — it works out cheaper than buying reserves repeatedly. Upgrade your plan instead if you also want the features the higher tier adds.

If you're fine most of the time but occasionally have a busy spell, a one-off reserve is the simpler answer. Buy it once, forget about it, and it's there if you need it.

Choosing the right plan#

LucyIQ comes in three tiers — Business, Professional, and Ultimate — each with a larger allowance and more features than the last. See your dashboard for what each plan includes.

Good to know: your knowledge, agents, and settings all stay exactly as they are through renewals, upgrades, and downgrades. Only your allowance changes.