AI conversations

Info

Who can use this feature?

This feature is available for all users

What are AI conversations?

An AI conversation is a complete interaction between a customer and your AI assistant, from first message to resolution.

An AI conversation is the billing unit used to measure your AI usage.

Key points:

AI conversations are counted based on completed interactions, not individual messages
Only conversations with actual AI responses count toward usage
Each conversation is counted once, when it ends
System messages and welcome messages don't count toward usage

When does an AI conversation start or end?

Conversation starts when:

Customer sends their first message
AI assistant responds
A new inquiry begins (after reseting previous conversation)

Conversation ends when:

Customer ends session
Customer click to reset conversation
Conversation is marked as resolved

We count complete customer interactions from start to resolution.

Customer: "Do you have this in medium?"
AI: "Yes, available in medium!"

Customer: "What's the material?"
AI: "100% organic cotton."

Customer: "Perfect, thanks!"
AI: "Happy to help!"

> Total:  1 AI conversation used

Why AI conversation matters

Predictable: 1 customer issue = 1 conversation

The most common feedback: "I can't predict how many AI replies I'll use." With conversations, you know exactly: 1 customer = 1 conversation. Easy to forecast.

Easy to budget and forecast

When you count replies, one chatty customer could use 15 replies. With conversations, that same customer = 1 conversation, regardless of how many messages they send.

Meaningful tracking

"AI sent 327 replies this month" doesn't tell you much. "AI handled 127 complete customer conversations with 85% resolution rate" tells you:

How many customers AI helped
How well AI performed

How AI conversations are counted

An AI conversation is counted when all these conditions are met:

1. Conversation has at least one valid AI response

✅ Valid AI responses	❌ Invalid AI responses
Come from your trained data sources (FAQs, products, custom training)	AI welcome messages
Successfully answer customer questions	Suggested questions (conversation starters)
Not error messages or system notifications	AI responses without data sources
	AI error messages
	System or internal messages

2. Conversation meets interaction requirements

Requirements vary based on how the conversation started:

How conversation started	Requirements
If conversations initiated by customers	Customer opens chatbox and sends first messageAI responds with at least one valid response
If conversations initiated by proactive chat	Customer must reply to the proactive messageAI must respond with at least one valid response

3. Conversations reach completion

Manually resolved by team member
Auto-resolved after inactivity (based on your automation settings)
Customer resets conversation in chatbox
Session expires (after 3 days)
Conversation is deleted
Conversation is blocked

When AI conversations are NOT counted ❌

1. No AI response

Conversation has no AI replies at all
Customer sent message but only human agent responded
Conversation was transferred to human before AI could respond

2. Auto-blocked conversations

3. Initiated by proactive chat with no engagement

Proactive message was displayed
Customer didn't respond or interact
No two-way conversation occurred

4. Only excluded mesages: welcome message, suggested questions, system messages

What is a session?

A session is a time window that groups related customer interactions:

Maximum duration: 5 days
Automatically expires after 5 days of inactivity
Can contain one or multiple conversations
Used to determine when conversations end

How sessions affect conversation counting

Within a session (under 5 days):

New messages continue the current conversation
No new conversation is created unless previous one is resolved

After session expires (over 5 days):

Any new message creates a new conversation
Previous open conversation automatically ends
New conversation starts fresh count

Plan limits

Each Chatty plan includes a different monthly AI usage

	Free	Basic ($19.99)	Pro ($68.99)	Plus ($199)
AI conversations	50 (lifetime)	50	300	700
Additional usage	✖️	$0.4/conversation	$0.4/conversation	$0.4/conversation

How to check AI conversations left this month

Go to Subscription
In Subscription details, check AI conversation
View your current usage

Info

Usage resets on your billing cycle date, not calendar month

You will get email notifications when you reach 80% and 100% of your limit

How to set AI usage limit

Setting an AI usage limit helps control spending on additional AI replies.

Go to Subscription
Click Set usage limit
Click Edit
Enter your budget limit
Click Save

What happens when limit is reached

AI stops responding to new conversations until next billing cycle
Human agents can still handle existing conversations
All other features continue working normally
Limit resets automatically each billing cycle

Pro tip: Set your limit 15-20% above expected usage to handle busy periods without interrupting customer service.

FAQs

How many messages equal one AI conversation?

One conversation can contain any number of messages. Message count doesn't determine conversation count. What matters is:

Did the conversation start?
Did AI provide at least one valid response?
Did the conversation end?

A conversation with 1 AI message counts the same as a conversation with 10 AI messages.

Do welcome messages count toward AI usage?

No. AI welcome messages don't count as valid AI responses. Only responses that come from your trained data sources count toward usage.

Does transferring to a human agent still count as an AI conversation?

Yes, if AI provided at least one valid response before the transfer. The conversation counts because AI was used, even if a human completed it.

What happens if I delete a conversation?

Deleted conversations that had valid AI responses are still counted toward usage. Deletion ends the conversation at the time of deletion, and the count is recorded.

If a conversation stays open for days, when is it counted?

The conversation is counted when it ends, not when it starts. If a conversation stays open for 3 days, it's counted when:

You manually resolve it, or
The 3-day session expires and auto-ends the conversation

Introduction What AI Assistant Can Do