Plans Overview
BackReply offers four plans to fit teams of all sizes:
Plan | Monthly | Annual | Best For |
Free | $0 | $0 | Solo founders and testing |
Starter | $39/mo | $31/mo | Small teams getting started |
Pro | $119/mo | $95/mo | Growing support teams |
Scale | Custom | Custom | Larger organizations |
Annual billing saves 20% compared to monthly.
What's Included in Each Plan
Free
1 connected Intercom user
10 conversations per month
1 notification rule
1 Slack channel
Bi-directional reply from Slack
Community and email support
Starter
Everything in Free, plus:
Up to 5 Intercom users
1,000 conversations per month
10 notification rules
Up to 3 Slack channels
Full thread context mirroring
Unlimited Slack collaborators
Internal notes sync
Pro
Everything in Starter, plus:
Up to 25 Intercom users
Up to 3 Intercom workspaces
5,000 conversations per month
25 notification rules
Up to 10 Slack channels
Assignment and routing rules
Priority email support
Scale
Everything in Pro, plus:
Hundreds of Intercom users
Custom number of workspaces
Unlimited conversations
Unlimited channels
Multi-workspace Slack support
Advanced workflow automation
Audit logs and compliance exports
Dedicated onboarding and support
Free Trial
Try any paid plan free before committing. No credit card required.
During your trial, you get full access to all features in that plan. When the trial ends, you can subscribe to continue or switch to the Free plan.
Billing and Payment
How Billing Works
BackReply uses Stripe for secure payment processing. We accept:
Visa, Mastercard, American Express, Discover
Debit cards
International cards (converted to USD)
When You're Charged
New subscriptions: Charged immediately when you subscribe
Renewals: Automatically charged on your billing anniversary
Monthly plans: Same day each month
Annual plans: Once per year
Payment Notifications
You'll receive email notifications:
7 days before renewal
1 day before renewal
After successful payment
Managing Your Subscription
Where to Manage
Access subscription settings from your BackReply dashboard:
Settings → Billing → Manage Subscription
From there you can:
Update your payment method
View invoice history
Download receipts
Change your plan
Update billing information
Cancel your subscription
Upgrading Your Plan
Upgrade anytime. When you upgrade:
New features are available immediately
You're charged a prorated amount for the rest of your billing period
Downgrading Your Plan
Downgrade anytime. When you downgrade:
Changes take effect at the end of your current billing period
You keep full access until then
If you exceed the new plan's limits, you'll need to remove excess items (channels, rules, etc.)
Switching Between Monthly and Annual
You can change your billing cycle at any time. When switching from monthly to annual, you'll receive a prorated credit.
Cancellation
How to Cancel
Go to Settings → Billing → Manage Subscription
Click Cancel Subscription
Confirm your cancellation
What Happens After Cancellation
You keep full access until the end of your current billing period
No immediate loss of service
After your period ends, you'll be moved to the Free plan
Your configuration is preserved—you can resubscribe anytime
Refund Policy
First 14 days: Full refund available, no questions asked
After 14 days: No refunds, but you retain access through your billing period
Annual plans: Prorated refunds may be available within the first 30 days
Contact support to request a refund.
Invoices and Receipts
Accessing Invoices
Invoices are available in your subscription portal:
Go to Settings → Billing → Manage Subscription
View invoice history
Download PDF receipts
Updating Billing Information
In the subscription portal, you can add:
Company name
Billing address
VAT/tax ID
These appear on all future invoices.
Payment Issues
If Your Payment Fails
You'll receive an email notification
Stripe automatically retries the payment
You have a 7-day grace period to update your payment method
Service continues during the grace period
If payment still fails after the grace period, your subscription is suspended and you'll be moved to the Free plan.
Resolving Failed Payments
Check your email for the payment failure notification
Go to Settings → Billing → Manage Subscription
Update your payment method
Stripe will retry the charge automatically
Service resumes immediately upon successful payment
Expiring Card
Update your payment method before your card expires:
Go to Settings → Billing → Manage Subscription
Click Update Payment Method
Enter your new card details
You'll also receive email reminders before your card expires.
Conversation Limits
What Counts as a Conversation
A conversation is counted once when it's first synced to Slack. Follow-up messages in the same conversation don't count again.
What Happens If You Exceed Your Limit
Free plan: Hard cap—new conversations won't sync until next month
Paid plans: Overages may be available at reasonable rates
You can always upgrade to a higher plan for more capacity.
Frequently Asked Questions
What's the billing metric? We bill based on the number of connected Intercom users and monthly conversation volume.
Do you offer discounts for nonprofits or startups? Contact our support team to discuss your situation.
Can I get an invoice instead of paying by card? Enterprise/Scale customers can request invoice billing with NET-30 terms. Contact sales to arrange.
Is my payment information secure? Yes. All payments are processed by Stripe, a PCI-compliant payment processor. We never store your card details.
What currency do you charge in? All prices are in USD. International cards are accepted, and your bank handles currency conversion.
Do prices include tax? Prices shown are before tax. Applicable taxes (VAT, GST, sales tax) are calculated at checkout based on your billing address.