# What counts as a resolution

> How Tirver decides that the AI agent resolved a conversation, and what it costs.

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](https://tirver.com/help/billing-and-credits.md) and [AI usage and credits](https://tirver.com/help/ai-usage-and-credits.md).

## This rule may change

The rule above is the one in use now, and it is not final. Changes are announced in the [changelog](https://tirver.com/changelog.md). The Reports page notes the same.

Source: https://tirver.com/help/what-counts-as-a-resolution