If you downgrade your plan (or staff/your provider reduces a capability of your contract — section 6.2) and you had more instances than the new plan allows, those extra instances are not deleted: they’re marked “out of plan”. This is a deliberate product decision — the system never destroys your configuration because of a plan change.
Notice — What “out of plan” exactly means
The object keeps existing, with all its configuration intact, but it stops operating: an “out of plan” channel doesn’t respond to new messages (incoming messages are still stored and you can see them in Conversations, and your team gets the usual escalation alert — nothing automated is ever sent to the end customer); an “out of plan” agent can’t be selected as a responder; an “out of plan” API key stops authenticating requests; an “out of plan” MCP server stops running tools. NAVIGATION to the object is always still available, even if your counter is at zero — you can go in, review its configuration and calmly decide what to do.
Every screen with Quantity-type capabilities shows a per-object notice when that object (or one of the same type) is out of plan, with two actions:
| Action | What it does | Confirmation |
|---|---|---|
| Keep this one | Marks THIS object as in-plan — it counts against your limit. If you no longer have room, the system tells you with the same message from section 3, without keeping it. | Not needed — it never deletes or deactivates anything; the worst case is that it simply doesn’t fit. |
| Release | Only appears on an object that’s ALREADY in-plan when another of the same type is out of plan: it moves it to out of plan to free up room for another one. | Yes — an explicit confirmation dialog, because it deactivates the object you release. |
This is exactly the mechanism that makes it possible to downgrade your plan without fear of losing work: you decide what to keep and what to release, calmly, whenever you can — nothing expires on its own or disappears by itself.