Skip to main content
Find it in Darwin Conversations → the request panel Open this screen ↗
A request a visitor sends through one of your forms counts the same way as a booked meeting. It uses one of your plan’s included bookings first, then your plan’s per-booking rate. See Plans and usage for the numbers.

​
What isn’t billed

A request isn’t billed when:
  • it was sent from the Agent Studio preview,
  • the visitor wasn’t a fit, by your fit rules,
  • the same email sent the same form in the last 30 days, and that one counted, or
  • the conversation already counted once, for a meeting or another request.
One conversation is charged once. A quote request that turns into a booked meeting in the same chat is one sale:
  • If the meeting is booked while the request is still in its three-day hold, the meeting counts instead, and the request shows Not billed · the meeting counts instead.
  • If the meeting comes later, the meeting isn’t charged again.

​
The three-day hold

A billed request counts three days after it’s sent. Until then, its panel in Conversations shows the date it counts, for example Included · counts Oct 16 or Billed · counts Oct 16. To take a request off your bill during the hold:
  1. Open the conversation from Meetings → Requests (Conversation) or from Conversations.
  2. In the request panel on the right, select Not a real request.
The request stays in the conversation, marked Removed from your bill, and an included booking it used is given back. After three days the request has counted and the button is gone.

​
Billing states

In Meetings → Requests, the Billing column shortens these to Counted, Not billed or Removed.
The panel beside a conversation in Conversations: Request a quote, Sent, with each question and answer, the visitor's name and email, when it was sent, Billing: Not billed, repeat within 30 days, and the Not a real request button.

​
Where requests show on your bill

Billing counts meetings and requests together: how many were booked or sent this period, how many are billable, and the plan’s included meetings or requests. See Manage billing.

​
Good to know

  • Fit rules decide what’s billed: a visitor who isn’t a fit is never charged, and still reaches you with their answers.
  • A form that asks for a meeting at the end counts once, whether the visitor books or only sends the request.

Plans and usage

Included bookings and the rate on each plan.

Requests and follow-up

Find requests and send them to your CRM.