AI agent resolution defines when an AI agent successfully solves a customer issue, and it's the core metric that determines usage, limits, and pricing across our subscription plans.
AI agent resolution: definition and pricing
A conversation counts as an AI resolution when the AI agent provides an answer that directly solves at least one customer question.
Each plan includes a set number of AI agent resolutions per month, as outlined on our pricing page.
Once your plan limit is exceeded, the system automatically adds 50 more resolutions for $49.50 (each AI agent resolution costs $0.99). Please see the Automatic refill section below for more details.
It's not counted when:
No issue is solved
The answer is irrelevant or incomplete
The chat is a test, spam, or not a real support case (e.g., greetings, browsing)
The AI agent transfers the chat to a human agent without answering any of the customer’s questions.
In the AI agent performance section, you can find the AI resolution metric, which shows the total number of chats resolved by the AI agent. A conversation is counted as an AI resolution if the AI agent provides an answer that directly solves at least one of the customer's questions.
This metric measures problem-solving only — not tone, satisfaction, or response time.
One resolution = one charge per conversation, even if multiple questions are solved.
Automatic refill
When you exceed your AI agent resolution limit for your subscription plan, the system automatically adds 50 more resolutions ($49.50) and charges you immediately. The refill is applied right away, so your AI continues to work without interruption.
You can monitor your AI agent resolution usage at any time in the Subscription section of your Text App account. When your account reaches 90% of the included AI resolutions, you'll receive an email notification.
At the start of the next billing cycle, your plan is automatically updated:
All refill packages from the previous cycle are added to your invoice
Your base limit increases
Any new refills in the next cycle adjust your renewal total dynamically
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.