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Free Tier & Trials

Audience: Sales / Finance / Management (engineers for the technical section) · Where in app: Signup → automatic; Billing → Subscribe · Plan availability: All plans (every new tenant starts on a trial)

Every new account starts with a free trial that gives full access to evaluate the platform before paying. Customer-facing material describes this as a 7-day trial with no card required, after which the tenant must pick a paid plan to keep using the platform. Internally, the trial is a real SubscriptionModel row with is_trial: true.

What it does​

  • Auto-assigns a trial subscription on signup so the tenant can set up and test everything.
  • Runs the full product (widget, sessions, AI chat/call, integrations, identity graph) within a reduced AI-credit balance.
  • Degrades gracefully when the trial ends without a subscription (preview mode / queue-for-human).

How it works​

  1. Sign up → company created → a trial subscription is auto-assigned.
  2. SubscriptionModel.is_trial: true, stripe_trial: true.
  3. A trial period is set (customer docs: 7 days; nox-KB notes typically 7–14 days, plan-dependent — verify the exact length in code/config).
  4. All features are available (or per a trial feature gate).
  5. AI credits are reduced — enough to evaluate (e.g. ~50 chats / a handful of calls). Trial credits do not refresh.

Configuration & options​

What's available during trial​

  • All admin features
  • Widget installation
  • Live + recorded sessions
  • AI chat agent (within credit limit)
  • AI call agent (within credit limit)
  • Integrations
  • Identity graph

Subscribing (ending the trial)​

  • Click Subscribe → choose a plan → Stripe checkout.
  • SubscriptionModel updated: is_trial: false, subscription_status: "active", new expiry_date.
  • AI credits replenished to the plan allotment; all features unlocked.

The free voice period (separate from the trial)​

companies.free_period_minutes (default 10 minutes) is an initial pool of free AI-voice minutes. It burns down first, before AI credits are charged. This is distinct from the evaluation trial above.

Common patterns (sales)​

  • Sales-led trial: a rep extends the trial period manually via admin (no automation).
  • Free-tier tenants: some plans may include an indefinite free tier with reduced features (verify which plans).

Behaviors & edge cases​

Trial expiry (QA/support)​

When the trial expires without a subscription:

  • subscription_status: "expired".
  • The widget still loads but AI agents fall back to "queue for human" or an offline message.
  • The identity-graph subscription gate trips → the AI sees only the current session (no cross-session memory).
  • The admin dashboard stays accessible (read-only beyond a grace period).
  • Historical data is retained per the data-retention policy.

Preview mode (unsubscribed users)​

For accounts that signed up but never started a trial, or whose trial expired:

  • Read-only dashboard.
  • Widget shows but does not capture leads.
  • Sessions don't record.
  • A prominent "Subscribe to unlock" CTA.

AI credits during trial​

  • Starts with a small balance (e.g. ~5,000 credits — verify).
  • Trial credits do not replenish monthly.
  • Add-on purchases are not allowed during a trial — the admin must subscribe first.

Grace period​

  • Trial expiry is hard at the policy boundary; there is no grace unless companies.grace_period_claimed is still false (it's a one-time grace).

Plan & limits​

  • Trial length: customer docs say 7 days; nox-KB says 7–14 days plan-dependent — verify before quoting.
  • Trial AI-credit balance and the exact "what's included" gate are config-driven — verify exact numbers.
  • Free voice period default: 10 minutes (companies.free_period_minutes).

Technical implementation​

  • Models: SubscriptionModel (the trial is a real row — don't filter is_trial: true out of admin queries), companies.free_period_minutes, companies.grace_period_claimed.
  • Trial gate: subscription status + is_trial drive the identity-graph subscription gate — see /subsystems/identity-graph.
  • Subscribe flow: Stripe checkout via the Stripe service in the backend. See Plans & Subscriptions and Payments & Invoices.