Billing rubric
What counts as a resolution. In writing.
Per-resolution pricing is only honest if the word "resolution" is defined where you can read it - and audited where you can check it. This page is that definition, and it is the same rubric our billing code enforces.
What bills
A verified auto-resolution
The agent resolved the conversation end to end AND the resolution stuck: 72 hours passed with no human takeover and no customer reopen. Only then does it bill. If it did not stick, it is voided - permanently free.
A co-pilot approval
A draft your teammate reviewed, optionally edited, and approved for sending. Verified by the human who clicked approve.
What never bills
- Escalations - the agent handing a conversation to your team is not a resolution, it is a handoff. (Some rivals bill these.)
- Clarifying questions - a conversation still in progress is not an outcome.
- Reopened conversations - if the customer comes back on the same issue within the window, the pending resolution is voided.
- Human takeovers - a person finishing the job means the AI did not.
- Spam and abandoned conversations.
- Sandbox and test-your-own-ticket runs - proving the agent is always free.
The audit trail
Every billable resolution maps to exactly one conversation in your dashboard: the full transcript, the agent's reasoning and confidence, the knowledge it cited, and any actions it executed. If you cannot see why something billed, we got it wrong - tell us and we will fix the rubric, publicly.
Frequently asked
Why publish a billing rubric?+
Because "per resolution" is only honest if "resolution" is defined where you can read it. Some vendors bill every automated conversation regardless of outcome, or bill handoffs to your own team. We would rather be auditable.
How does the 72-hour verification work?+
When the agent resolves a conversation, the resolution is recorded as pending - not billable. A daily job then checks each pending resolution after 72 hours: if the conversation is still resolved, with no human takeover and no customer reopen, it becomes billable. Otherwise it is voided and never bills.
Can I audit what I was billed for?+
Yes. Every billable resolution maps to one conversation you can open in the dashboard - full transcript, the agent’s reasoning and citations, any actions taken, and the usage record. Nothing bills without a conversation behind it.
Do escalations or partial answers ever bill?+
No. Escalations, clarifying exchanges, spam, sandbox runs, reopened conversations, and human takeovers never bill - by rubric, not by goodwill.
Pricing that only wins when you do
See the plans - then test the agent on your own tickets before a dollar moves.