EPAV Desk has four monthly plans: Lite, Basic, Ultra and AI chat, and each comes in three levels: Standard, AI and AI+. Every plan includes every feature. The plans differ in how many agents, how large a knowledge base and how much storage they include, the levels in how much cloud AI they include, and you pay in the cabinet at https://my.epavdesk.com.
Plans and prices
Prices are per month, in euros, excluding VAT. Next to each price: about how many conversations a day the cloud AI of that level covers.
| Plan | Standard | AI | AI+ |
|---|---|---|---|
| Lite | €49.99, about 10 a day | €59.99, about 30 | €79.99, about 100 |
| Basic | €99.99, about 30 | €129.99, about 90 | €179.99, about 300 |
| Ultra | €199.99, about 100 | €249.99, about 300 | €399.99, about 1,000 |
| AI chat | €49.99, about 10 | €59.99, about 30 | €79.99, about 100 |
The limits are the same on every level of a plan:
| Plan | Agents | Knowledge base | Storage |
|---|---|---|---|
| Lite | 1 plus the AI assistant | 5,000 chunks, about 1,500 articles | 5 GB |
| Basic | 5 plus the AI assistant | 10,000 chunks, about 3,000 articles | 20 GB |
| Ultra | 25 plus the AI assistant | 25,000 chunks, about 7,500 articles | 50 GB |
| AI chat | 1 plus the AI assistant | 5,000 chunks, about 1,500 articles | 5 GB |
The current prices are always shown in the cabinet and on epavai.com. EPAV may change them for new subscriptions; a paid subscription keeps its price.
Conversations and resolved conversations are not counted, and their number never changes the price. Emails to your agents through the EPAV mailbox are not counted either: every plan includes them, see Notifications and the EPAV mailbox.
Cloud AI in the plan
Each level comes with a monthly budget that EPAV spends on the cloud AI answering your customers; the numbers in the table above are a guide to how many conversations a day it covers. A conversation is one visitor's chat with the bot, about three bot replies on average: a long back-and-forth uses more of the budget, a quick question and answer uses less. After payment the cloud AI answers first, and AI helpers for agents use the same budget. The first line of the cabinet block What is included and what you have used is Cloud AI: the share used as a bar, the same share in conversations (for example "about 70 of 300 conversations", the monthly guide being the daily one times 30) and the refill date. On the trial this line says that our free model answers and how much cloud AI the plan brings after payment. The panel shows the same bar at the top of AI > Providers, where the cloud AI row is called Cloud AI of your plan and our free model EPAV free model, without addresses or model names: which host runs them is ours to choose. The budget refills with every payment and does not carry over to the next period.
When the budget runs out before the refill, nothing is billed extra: our free model answers, or, if you choose so in the cabinet's Model block, your own provider answers and without one the conversation goes to your agents. In AI chat the free model always takes over. On the trial the cloud AI is not used, and our free model answers. See AI providers and your own model.
The AI chat plan
AI chat has the limits of Lite and differs from it in one thing: the website chat works in the AI chat without agents mode, so the assistant answers on its own and never promises a human. The cabinet switches this mode on when you register from the AI chat button on epavai.com or when you pay for AI chat. You can switch it off in the panel, and the cabinet does not switch it back on. The mode itself is an ordinary chat setting that you can use on any plan, see AI chat without agents.
What is not included in the price
A few costs are separate from the plan:
- AI with your own provider: you pay the provider directly at its prices, with no markup from EPAV. The cloud AI of your plan and our free model cost nothing extra, see AI providers and your own model;
- WhatsApp messages, which Meta bills at its own rates, with nothing added by EPAV;
- your own model on your own hardware, which EPAV sets up for a separate fee.
How agents are counted
The agent limit counts the enabled accounts of people in your panel. The AI assistant, EPAV's service accounts and disabled agents do not count. On Lite and AI chat the one included agent is you, so adding a colleague takes you over the limit. The cabinet calls agents operators.
How the knowledge base is counted
The assistant searches your articles in pieces called chunks, and the knowledge base limit counts chunks. A short article takes about one chunk and a long one several, so the article numbers in the table are estimates based on longer articles. If you also set up a backup search model, its copy of the knowledge base does not count a second time. The cabinet shows the number of your articles and the share of the limit you use.
How storage is counted
Storage is everything your site keeps: the database with conversations and the knowledge base, attachments and uploaded files. Until the first measurement, the cabinet shows not measured yet instead of a number.
Where you see your usage
The block What is included and what you have used in the cabinet shows a bar for agents, called Operators there, for the Knowledge base, for Storage and, on a paid level with cloud AI, for Cloud AI, and lists your Channels. The figures for agents, the knowledge base and storage are collected every six hours, and the line at the bottom of the cabinet shows the date of the last collection; the cloud AI share is current.
Trial mode
You can use your site before paying. The trial lasts 7 days, counted from the day you confirm your email, and the cabinet shows Trial mode, not paid. At the top of the cabinet you see the plan you chose with a plan button on epavai.com, or Lite if you came without one; if your usage is already above that plan's limits, the cabinet shows the plan that fits instead. The EPAV mailbox works only on a paid subscription.
What happens without payment:
| Day | What happens |
|---|---|
| 5 | An email reminds you when the trial ends |
| 7 | The last day of the trial, with a reminder email |
| 8 | The AI assistant is paused: the chat and the panel keep working, but the assistant stops answering |
| 12 | An email warns that the site will be deleted in two days |
| 14 | The site is deleted with its conversations, contacts and knowledge base |
Paying at any point before day 14 turns the assistant back on at once and keeps the site. The reminders go to your confirmed registration email.
Paying for a plan
Press Pay at the top of the cabinet, or Pay next to any plan in the Plans list under What is included and what you have used. The payment page belongs to creem, EPAV's payment provider: you pay monthly in euros, and VAT is added at checkout. Once paid, the cabinet shows Paid until with the date, and the top button turns into Manage billing and cancel, where you change the card, see your invoices or cancel. A paid subscription cannot be paid for a second time; to change plans, use the switch buttons described below.
Invoices, VAT and payment methods
- Who sells. Card payments go through creem, which acts as the seller for EPAV (merchant of record): creem's name is on your bank statement and on the invoice, and creem charges and pays the VAT.
- Invoices. An invoice is made for every payment. After each payment creem emails a link to its customer portal, and Manage billing and cancel in the cabinet opens the same portal, where the invoices are.
- VAT. Prices exclude VAT; creem adds it at checkout by your location. If you are an EU company and enter a valid VAT number at checkout, creem says the reverse charge may apply. If your company needs an invoice from EPAV in its own name, or cannot pay by card, pay by bank transfer (below).
- Payment methods. Cards, Apple Pay and Google Pay. Which of them the checkout shows depends on your country, your billing address and your device.
- Questions about a payment, a refund or an invoice: write to support@epavdesk.com.
Paying by bank transfer
If your company needs an invoice to pay by bank transfer, write to support@epavdesk.com with the plan you want and your company details. Once the money arrives, EPAV switches the plan on until a date. The cabinet then shows Paid by bank transfer until with the date instead of the payment and switch buttons; to extend or change the plan, write to the same address. A week before the date EPAV contacts you about the next invoice. If no new payment arrives, the rules of a cancelled subscription apply from the day after the date: the AI assistant is paused, and 30 days later the platform is deleted. Paying again, by transfer or by card in the cabinet, brings the bot back at once.
Moving to a higher plan
On a paid subscription, the Plans list shows a Switch to button with the plan name next to every plan you can move to: a plan no lower than yours and with no less cloud AI. That is a level up, or a higher plan at the same level or above. After you confirm, the new plan starts at once: the limits and the cloud AI grow, the cloud AI already used this month still counts, the difference for the rest of the month is charged to the same card right away, and from the next month you pay the full price of the new plan. The order of plans is Lite, Basic, Ultra; AI chat stands on the level of Lite, so its next step is Basic. When you move up from AI chat, the mode without agents stays on until you switch it off in the panel.
Moving to a lower plan or cancelling
There is no button for a lower plan. Cancel the subscription in Manage billing and cancel, and when it ends, pay for the plan you need. Cancelling there is also how you stop paying altogether.
After you cancel, everything keeps working until the end of the paid period, including the cloud AI and the EPAV mailbox. The next day the AI assistant is paused: the chat and the panel keep working, and the bot stays silent. After 30 more days the platform is deleted together with its conversations, contacts and knowledge base, and it cannot be restored. Next to your plan the cabinet shows Subscription cancelled, works until with the date, then the deletion date. Your confirmed sign-up email gets a letter when you cancel, a week before the paid period ends and on the day of the pause. If you need the knowledge base or the contacts, write to support@epavdesk.com before the deletion date and we export them for you. Paying again at any point before the deletion brings the assistant back at once.
Deleting your account
At the bottom of the cabinet, Delete my account and data sends a request to EPAV. Nothing is deleted at that moment: within 7 days we cancel the subscription and delete the account and the platform with its data, and the cabinet shows the date by which it happens. If you sent the request by mistake, write to support@epavdesk.com before that date.
Going over a limit
Going over a limit switches nothing off and slows nothing down. On Lite, Basic and AI chat you cannot buy extra: under the bar the cabinet names the plan your usage fits into, with a button to switch to it, and you move up as described above. On Ultra you pay for the extra instead, see the next section.
Overage on Ultra
On a paid Ultra subscription, usage above the limits is billed per month, excluding VAT:
- €10 for every 10 agents over 25;
- €5 for every 1,000 knowledge base chunks over 25,000, which is about 300 articles;
- €1 for every gigabyte of storage over 50 GB.
Every started block counts in full, and the bill uses the highest usage of the month, not the last value. The overage invoice arrives at the start of the next month at your sign-up email, once it is confirmed, with a link to pay it.
Emails about limits
While your subscription is paid, the cabinet emails your registration address about limits, once that address is confirmed. For the knowledge base and storage it writes once you reach 80% and again when you go over; for agents it writes only when there are more than the plan includes; for the cloud AI it writes at 80% and when it is used up, once in each period. Each threshold gets a single email. On Ultra the email states the overage price, and on the other plans it names the plan to move to. Changing plans resets the thresholds. If the address was not confirmed yet, the email goes out after you confirm it, as long as the usage is still over the threshold.
If a payment fails
If a renewal payment does not go through, the cabinet shows The payment did not go through as the state of your plan, and a banner at the top with a Manage billing button to update the card. Your site keeps working. Your confirmed sign-up email gets a reminder on the first day and again 3, 7 and 12 days later.
With the EPAV mailbox on, it keeps sending emails to your agents for 14 days, counted in UTC from the day of the failed payment, and the banner names the last day. After that, emails about conversations through the mailbox stop until the payment goes through, while invitations and password resets still go out. With your own mail nothing stops. While the payment is overdue, the plan switch buttons are not shown. Once the payment goes through, everything works as before at once. If the payment provider gives up retrying, the subscription is cancelled and the cancelling rules above apply, without the cancellation letters: you already had the reminders.
If plan terms change
When EPAV changes a plan, you keep what you paid for: your limits and your cloud AI budget stay at least at the level you bought, and raised ones apply to you as well. A new price applies to new payments, while an existing subscription keeps its price.