What counts as a resolution

The AI agent is billed per resolution, not per message and not per handoff. This article explains how a resolution is counted today.

The working rule

A conversation counts as resolved by the AI agent when all of these are true:

1. The AI agent replied at least once.
2. No person on your team replied.
3. The conversation was not handed over to a person.
4. The conversation is now closed.

Each conversation is counted once, however many messages it took.

What does not count

• A conversation your team answered, even if the AI agent helped first.
• A conversation handed over, for any reason.
• A conversation still open.
• Replies in the Test the agent box on the AI agent page. They never cost credits.

What a resolution costs

A resolution uses AI credits from your balance. See billing and credits and AI usage and credits.

This rule may change

The rule above is the one in use now, and it is not final. Changes are announced in the changelog. The Reports page notes the same.