Seats
Two modules are priced per person: Escalation and Documentation. Everything else is a flat price per workspace.
Who consumes a seat
| Module | Seats are used by | Not metered |
|---|---|---|
| Escalation | Team members with the Agent role, who work conversations in the Inbox | Owner, Admin |
| Documentation | Non-admin users you explicitly grant documentation access to | Owner, Admin |
Owners and Admins manage the whole workspace and always have access, so they never take a seat. That means a two-person team where both are Admins can run Escalation on the minimum seat count. Roles are covered in Team & roles and Roles & permissions (RBAC).
Seats are a billing quantity, not an invitation limit — inviting a colleague is free; giving them agent or documentation access is what consumes a seat.
Changing the seat count
On an active per-seat module card, click Manage seats, enter the new number, and Save. The modal shows the same amounts block as a module purchase: credit balance, credit used, due today, and your next renewal total.
🖼️ [Image] — The "Manage seats — Escalation" modal with the seat input and the amounts block underneath.
The two directions behave differently, and the difference is deliberate:
Adding seats — charged now. The extra seats are billed immediately, prorated for the remainder of the current period, against the card on file. Confirmation reads "The added seats are billed now, prorated for the rest of this period."
Removing seats — takes effect at renewal. The lower count applies from your next renewal. You keep the seats until then, and there is no partial refund for the unused remainder. Confirmation reads "The reduction takes effect at your next renewal — you keep the seats until then."
So it costs nothing to try a higher seat count for a busy month, but you can't shrink mid-period to claw money back.
Current seat count
Each active per-seat module card prints its count next to the billing source, for example Paddle · 3 seats. A module granted manually by us may show unlimited seats instead.
Manage seats appears only when the count is actually adjustable from here — a module you're paying for through Paddle. If it's missing on a module you'd expect to change, contact support.
If a seat change is refused, the modal says why: "Seat counts are included with the Complete bundle and can't be changed here — contact support to add seats."
Picking a number
- Count the people who will genuinely work in the module, not the whole company.
- Escalation seats gate the Inbox; if an agent can't open a conversation, check seats before suspecting permissions.
- Because increases are immediate and decreases wait for renewal, err slightly low and add seats when you feel the pinch.