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Understanding AI Bot Billing

How AI Bot usage is counted and billed for your business.

Updated today

How AI Bot Billing Works

Your AI Bot billing is based on conversations the bot fully resolves without needing a human agent.

  • A billable conversation is when the bot handles the customer’s inquiry from start to finish.

  • If a conversation requires human intervention or the bot cannot resolve the inquiry, it is not billable.

You are only charged for conversations where the AI Bot successfully helps your customer.


When Conversations Are Billable

  1. Resolved Automatically

    • The bot provides a complete answer to the customer’s question.

    • Example: A customer asks for their order status, the bot answers, and the customer confirms they are satisfied.

  2. Customer Confirmation

    • At the end of a chat, the bot may ask if the customer needs anything else.

    • If the customer replies that everything is resolved, the conversation is considered billable.

  3. Inactive Conversations (Auto‑Close)

    • If the bot resolves the query and the customer stops responding, the chat will auto‑close after 48 hours.

    • If the question was resolved, it counts as a billable conversation.


When Conversations Are Not Billable

  • Escalated to a Human Agent

    • If the bot needs to hand over the chat to your team, it does not count as billable.

  • Unresolved or Open Conversations

    • If the customer leaves the chat without the issue being resolved, it is not billable.

  • Simple Greetings or Single Words

    • Messages like “Hi” or “Thanks” that don’t involve actual support requests are not billed.


Free Conversations and Limits

  • 50 Free AI Conversations per Month for annual plans (during Beta).

  • Annual Plan Required:

    • AI Bot is only available to annual plan users.

    • If you downgrade to a monthly plan, the AI Bot is disabled.

  • Bypassing the Free Limit:

    • You can choose to allow the bot to handle unlimited conversations.

    • Any conversations beyond the free 50 are billed automatically on your invoice.

‼️ Important

If you choose to bypass the monthly limit, you cannot re‑enable the limit in the same month.

Limit changes only apply at the start of the next Monthly billing cycle


How Billing Appears to You

  • Billing Units:

    • Conversations are counted in blocks of 50 billable conversations.

    • Example: 122 billable conversations = 1 Free + 2 billing units.

  • Consumption-based Invoices:

    • Conversations are tracked in real time.

    • When you exceed the free 50 conversations, additional usage is recorded and invoiced immediately.

    • At the end of each month, we will reset your consumption and apply the 50-free conversations.

  • Non‑Payment Impact

    • If an invoice remains unpaid, your AI Bot will stop responding beyond the 50 free conversations until payment is made.

    • A basic bot will be enabled that will route all new conversations to the default team configured on your escalation settings


Example Scenarios

Customer Interaction

Bot Action

Billable?

“Where is my order?” → Bot responds with order status → Customer says “Thanks”

Resolved

✅ Yes

“I want a refund” → Bot escalates to agent

Escalated

❌ No

“Hi” → No follow‑up

No request resolved

❌ No

Customer asks for a coupon → Bot gives valid coupon → Customer accepts

Resolved

✅ Yes


Best Practices

  • Use the Preview Box to test how conversations flow and close.

  • Encourage your team to let the bot finish conversations naturally to count as resolved.

  • Monitor usage in your dashboard to see how many free and billable conversations you have each month.

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