What counts as an AI resolution?

Three things have to be true of a conversation segment: it closes, the AI sent at least one customer-visible reply in it, and no staff member sent a customer-visible reply since the conversation opened or was last reopened. Meet all three and the segment is billed as an AI resolution at $0.29 under usage-based pricing. Miss any one, including a segment that never closes as AI-resolved, and it isn't charged.

Notes and background work don't change the outcome

The meter looks at customer-visible staff communication, nothing else. Internal notes, staff-only investigation, and background tool usage don't make a segment staff-resolved by themselves. But the moment a staff member sends a message the customer can see, that segment is not charged as an AI resolution: the customer saw human involvement in that segment.

Reopens start a fresh segment

When the same conversation reopens, the billing window starts again for the new segment. An earlier AI-resolved close doesn't stop the new segment from being evaluated on its own. To bill again, the segment needs at least one additional unbilled public AI reply and another AI close, with no customer-visible staff reply since the reopen. One long-lived thread can produce multiple billable segments over time, each judged on its own public AI and staff activity.

Idle conversations get reviewed

Open triage conversations don't sit unevaluated forever. After at least 3 quiet hours, they're periodically reviewed and may be closed and evaluated under the same rules: at least one customer-visible AI reply, no customer-visible staff reply in the segment, then close.