What counts as an AI resolution?

For billing, an AI-resolved conversation (an AI-resolved or AI-closed conversation segment) is a segment that closes after at least one customer-visible AI reply and no customer-visible staff reply since the conversation opened or was last reopened. Internal notes, staff-only investigation, and background tool usage do not by themselves make a segment staff-resolved—the billing rule is whether staff replied visibly to the customer in that segment.

The billing definition in plain terms

A segment counts as AI-resolved only when all of the following apply:

1. The segment closes after the interaction (not left open without evaluation).
2. There is at least one customer-visible AI reply in that segment.
3. There has been no customer-visible staff reply since the conversation opened or was last reopened.

If any condition fails—the segment never closes as AI-resolved, or staff messaged the customer visibly—the segment is not charged as an AI resolution at $0.99 under usage-based pricing.

What does not count as staff handling the segment

Merchants sometimes wonder whether behind-the-scenes work blocks AI-resolved billing. By themselves, these do not make the segment staff-resolved:

• Internal notes
• Staff-only investigation
• Background tool usage

The meter cares about customer-visible staff communication. If a staff member sends a customer-visible message, that segment is not charged as an AI resolution, because the customer saw human involvement in that segment.

Reopened conversations reset the billing window

When the same conversation reopens, the billing window starts again for the new segment.

1. Prior AI-resolved closes in an earlier segment do not prevent a new segment from being evaluated separately.
2. The segment can be charged again as AI-resolved after at least one additional unbilled public AI reply and another AI close.
3. Each reopen requires the same visibility rules: no customer-visible staff reply in that segment since reopen.

A single long-lived thread can therefore produce multiple billable segments over time, each judged on its own public AI and staff activity.

Open triage and quiet-period review

Not every open conversation stays open forever without a decision.

• Open triage conversations are periodically reviewed after at least 3 quiet hours.
• They may be closed and evaluated under the same AI-resolved rules as other segments.

Quiet-period review applies the same rules—at least one customer-visible AI reply, no customer-visible staff reply in the segment, then close—so idle triage threads are not permanently excluded from the normal billing logic.