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.
Ticket creation is a special case:
If the customer explicitly asks the AI agent to create a support ticket, and it does, that counts as a resolution.
If the customer asks for a human agent and none are available, the AI agent creates a ticket as a fallback, which does not count as a resolution — the request has been logged, not resolved.
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 for the current billing cycle.
Extra resolution packages apply only to the billing cycle in which you buy them. You can add packages at any time if you expect higher AI agent usage, but unused resolutions don't carry over to the next cycle. Once a new cycle starts, your limit resets, and you'll need to buy another package to increase it.