AI Agent resolutions

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.

Custom Skills count when they are completed successfully:

• If a Custom Skill runs to completion and directly fulfills the request, that counts as a resolution — even when the result is an action rather than a written answer.

• Triggering or starting a skill isn’t enough. If the skill fails, doesn’t finish, or doesn’t address the request, it does not count as a resolution — unless the AI Agent solved another question in the same chat.

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.

• You can add packages manually at any time in Settings -> Billing -> Subscription. Text never adds packages for you, and there is no automatic refill.

• Packages renew until you remove them. At each renewal, the packages you added are renewed in the same number and included in the renewal amount, unless you remove them before then.

• Packages renew only at subscription renewal, not mid-cycle.

How packages and unused resolutions work at renewal

Packages and unused resolutions follow separate rules at renewal.

How to remove a package before renewal

Removing a package counts as a downgrade, so it takes effect at your next renewal. Your current limit stays active until the end of the cycle.

1. Go to Settings -> Billing -> Subscription -> Manage subscription

2. In AI resolution packages, lower the number of additional resolutions to the amount you want at renewal. You can adjust it in 50-unit increments, and each 50-unit step is one package. To remove all additional resolutions, set it to 0.

3. Check the change in the Scheduled changes section. You can update or cancel it there at any time before renewal.

If you change your subscription in the meantime (for example, upgrade your plan), pending changes are canceled. Set the package reduction again afterward.