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Subscriptions and recurring plans

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Conversa Labs

Last updated on Oct 13, 2026

Overview

For revenue that repeats (memberships, service plans, retainers), use subscriptions. You set the amount and the cycle (weekly, monthly, yearly, etc.), and the gateway generates the recurring charges automatically. ConversaLabs mirrors each generated charge and the subscription state (active, paused, canceled), and feeds the MRR and churn indicators in the reports.

You can also use reusable local plans: they store connection, amount, currency, and cycle for many subscribers. When each subscription is created, the platform sends the recurrence to the gateway; a local plan does not mean a plan entity already exists in the gateway dashboard.

Prerequisites

  • A connected gateway that supports subscriptions (both Asaas and Mercado Pago do).
  • To use a reusable plan, keep its linked connection active. The plan currency must match that connection's settlement currency.
  • A contact/customer with valid data on the gateway.

Step by step

  1. In the Payments area, choose to create a subscription.
  2. Pick the gateway (the connection) and the customer (contact).
  3. Set the amount and the billing cycle (for example, monthly).
  4. Set the next charge date and the method (PIX, boleto or card, depending on the gateway).
  5. (Optional, where supported) Set a maximum number of charges or an end date. The every-two-months cycle also appears when the connection supports it.
  6. (Optional) Select a local plan. Connection, amount, currency, and cycle are filled and locked so the subscription remains consistent with the chosen template.
  7. Save. The gateway starts generating charges on the defined cycle.
  8. Track each generated charge and the subscription state on the platform; the customer receives the charge as usual.

Settings & options

Bill a company

  1. Choose the responsible contact. In a conversation, this contact remains the customer-service context.
  2. Under Payer, choose Company and select a company linked to that contact. This is an explicit choice: a CRM relationship or catalog product does not determine the payer by itself.
  3. Review the company record: legal name and tax document, plus the email, phone and address required by the gateway and payment method. Fiscal payer data comes from the chosen company; personal contact data does not replace that record.
  4. If the list is loading or fails, wait or use Retry. A loading failure is not treated as the absence of companies. Do not bill an incomplete company as a contact to bypass the error.

Creation in a conversation still requires the responsible contact. An imported or recorded subscription without a contact is not a complete conversation workflow. With Asaas, do not assume that editing the company on the platform automatically synchronizes every field of an existing gateway customer: also check legal name, email and address at the gateway.

Charge plans and payment books

Native monthly installments are issued by the gateway. Capped recurrence has a final count but issues charges progressively: the projected schedule is not an issued boleto. A charge plan also differs from the reusable subscription template under Plans.

Under Payment terms, review connection defaults and override only what the charge needs. A blank field does not send an explicit override. Asaas account late-fee and interest settings cannot be read through its API; check the provider dashboard when needed.

  • Cycle: weekly, biweekly, monthly, every two months (Asaas), quarterly, semiannual or yearly. The screen shows only cycles supported by the connection.
  • Recurrence limits: maximum number of charges stops after a number of cycles; end date (Asaas) stops at the chosen boundary and cannot be before the first charge. You can also adjust the end date later under Edit subscription; the maximum number of charges is set at creation.
  • A subscription is not an installment plan: the gateway bills the amount once per cycle. To split one purchase into installments, use a charge-plan mode compatible with the method.
  • Subscription state: active, paused, canceled — reflected from the gateway's notifications.
  • Local plans: create a template once and reuse it across compatible subscriptions. The gateway still receives and runs each individual subscription.
  • Cancellation: cancel the subscription on the platform; the gateway stops future charges.
  • Generated charges: each cycle becomes a mirrored charge with its own status.

No linked customer

A subscription that came from the gateway can arrive with no linked customer: the payer it reports did not match any contact in this account exactly. It is recorded that way on purpose, with a No customer badge, instead of disappearing — the money stays visible and the link can be made later. Use the link filter on the list to see only these.

While it has no customer, the subscription opens no deal, scores no lead and triggers no action that needs a person. In automation rules, use the Subscription linked contact condition with "is present" so a rule only acts when there is somebody on the other side.

Fix the customer and links

  1. On the subscription row, use Fix customer and links when the contact is missing or wrong.
  2. Pick an existing contact or propose a new one with a name and at least an email, phone or tax document. Review the organization and plan reached by the same subscription as well.
  3. To replace a link that is already filled, confirm the replacement — the platform asks for that explicitly so a correct link is never overwritten by accident.
  4. This action never changes the amount, cycle, state, next charge or gateway identifier. For those facts, use Edit subscription or fix them at the source.

Use cases

  • Monthly fee for a subscription service.
  • Recurring support or consulting plan (retainer).
  • Content club/subscription with automatic renewal.

Tips, limits & best practices

  • If the network fails during creation, retry without closing the form: the same operation resumes, and an uncertain gateway response never blindly creates another subscription.
  • Recurrence is delegated to the gateway — it generates and bills each cycle; the platform reflects the result.
  • Use local plans when many customers subscribe to the same offer — it keeps connection, price, currency, and cycle consistent.
  • The reports' MRR normalizes each active subscription to an equivalent monthly amount; churn counts the ones canceled in the period.
  • Communicate the cycle and amount clearly to the customer before activating the subscription.

Troubleshooting

  • The next charge wasn't generated: confirm the subscription state (it may be paused or canceled) and the webhook setup.
  • Plans don't appear: confirm that the plan is not archived, its connection is active and supports subscriptions, and its currency matches the settlement currency.
  • I canceled and it still charged: check that the cancellation was confirmed by the gateway; the effect applies to future cycles.

See also