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.
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.
Additional packages
If you exceed your plan limit, you can add 50 more AI agent resolutions for $49.50 ($0.99 per resolution). You can purchase as many additional packages as you need.
AI resolutions management
You can manage future costs by adjusting AI resolution packages before renewal:
Add more packages if you expect higher AI agent usage.
Reduce the number of packages to limit charges in the next billing cycle.
Package reductions count as a subscription downgrade and apply only at the next renewal date.
Your current AI resolution limits stay active until the billing cycle ends. Any scheduled changes appear in the Scheduled changes section and can be changed or canceled before renewal.