All plans include access to AI Chatbot. Whenever the chatbot provides a satisfactory answer, this is considered a resolution. This article explains what resolutions are and how they're measured and charged.
Price per resolution
AI Chatbot is priced at $0.49 per resolution.
This ensures you only pay when the chatbot achieves the outcome you and your visitors care about most: resolved conversations. You're not charged for failed attempts, escalations, or conversations where the chatbot couldn't help.
Every plan includes 30 free resolutions per month, which resets at the start of each billing period. If you don't use the chatbot or stay within 30 resolutions, you won't be charged anything beyond your regular subscription.
Resolution definition
A resolution is counted when, following the chatbot's last answer in a conversation, the visitor either confirms the answer was satisfactory (confirmed resolution) or exits the conversation without requesting further assistance (assumed resolution).
Visitors can confirm a resolution by:
- Clicking the thumbs up or "helpful" button
- Entering an affirmative response such as "Thanks!", "That helped", or "Got it"
Visitors can request further assistance by:
- Entering a response that indicates their issue is not resolved, such as follow-up questions or requests to speak with a person
You'll only be charged once per conversation, even if the chatbot resolves multiple questions.
- A resolution is only counted when the chatbot provides an actual answer to a visitor's query. If the chatbot merely responds to a greeting, this is not considered an answer and doesn't count toward a resolution.
- If a conversation is considered resolved (confirmed or assumed), but the visitor later returns to the same conversation seeking further assistance, no additional resolution will be charged for that conversation.
Billing for resolutions
Resolutions are billed on your usual billing date. We count a resolution when a conversation reaches either an "assumed resolution" or "confirmed resolution" state.
We include all conversations that start at any point during your billing period, from the first day to the last. Your billing aligns with your actual usage during the period.
Monthly subscribers: Usage is invoiced with your monthly subscription renewal.
Yearly subscribers: Usage is invoiced monthly, separate from your yearly plan payment. Free resolutions still reset monthly.
To control your spending, you can set a resolution cap in AI Chatbot → Settings. When your cap is reached, the chatbot displays a message asking visitors to search the help center or contact support. The cap resets automatically at your next billing period.
FAQs
Can there be multiple resolutions in a conversation?
You'll only be charged once per conversation, even if the conversation is reopened.
What happens if a teammate joins the conversation?
If the visitor asked to speak with a human before getting an answer, you're not charged. If the conversation was already resolved before the teammate joined, the resolution stands.
How do I turn the chatbot off?
To turn off the chatbot and avoid any charges, go to AI Chatbot → Settings and toggle Enable chatbot off. This stops the chatbot from appearing on your help center.
Can I set a spending limit?
Yes. Go to AI Chatbot → Settings and set a resolution cap. This limits the maximum number of resolutions per month. When reached, the chatbot stops providing AI answers until your next billing period.
Do I need to pay upfront to try the chatbot?
No. The 30 free resolutions included every month let you evaluate the chatbot without any usage cost. This resets monthly for all subscribers.