Whenever the AI Agent provides a satisfactory answer and closes the conversation, this counts as a resolution, and when it moderates a comment on Instagram, it counts as moderation.
Price per outcome
Here are the prices for each outcome
Outcome | INR | USD |
Resolution | ₹10 | $0.20 |
Moderation | ₹2 | $0.10 |
We’ll explain what this means and how it is measured below.
Note: AI Agents deployed on the phone are charged per minute and not based on outcome at the moment
Resolution definition
A resolution is counted when, following the AI Agent's last answer in a conversation, the customer either confirms the answer was satisfactory or exits the conversation without requesting further assistance.
Customers can confirm a resolution by:
Entering an affirmative response such as 'Ok thanks', 'That helped', etc.
Customers 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 human.
Note:
If the customer exits the conversation without requesting further assistance, the AI Agent will automatically close the conversation after 48 hours and consider it resolved.
During this 48-hour resolution period, the customer can reopen the conversation without being charged.
A resolution is only counted when the AI Agent provides an actual answer to a customer's query. If it merely responds to a greeting, this is not considered an answer and doesn't count towards a resolution
You'll only be charged once in the 48-hour resolution period, even if the AI Agent resolves multiple conversations.
Moderation definition
A moderation is counted when the AI agent moderates a comment on Instagram.
Some examples of moderations are as follows,
Hides a spam comment
Escalates the issue to DM
Replies to a "price please" or "link please" comment
Note:
The AI Agent only replies when it can and not always. If it does not understand the query or has low confidence, it will just flag the comment, and you will not be charged for it!
The AI Agent ignores all comments that contain only emojis and won't reply to them.
Billing for outcome
Both resolution and moderation outcomes are billed on your usual billing date. These charges are postpaid.
FAQs
Can there be multiple resolutions in a conversation?
Yes, but you will be charged only once during the 48-hour resolution period, even if there are multiple resolutions.
What happens if a teammate joins the conversation?
When a teammate joins a conversation involving the AI Agent, billing depends on whether the AI’s resolution was upheld or was reopened
If the AI Agent answers the customer and marks the conversation as resolved, and the customer does not ask for more help or reply again, this is considered a resolution and will be charged even if a teammate later sends a message and closes it.
If the AI Agent marks the conversation as resolved, but the customer replies again or continues the conversation after a teammate intervenes, the resolution is considered broken. In this case, the resolution is not charged.
If the customer explicitly asks for a human or additional help at any point, the conversation is considered unresolved, and no charge applies.
How do I turn off the AI Agent?
To turn off and avoid any charges, simply go to the Deploy section and pause the AI Agent. This will stop the AI Agent from replying to your customers, resulting in resolutions or moderation.