About Answer Bot resolutions (Legacy Support and Support Suite plans)




What's my plan?





Support

Team, Professional, or Enterprise








As of November 6, 2024, legacy Support and Support Suite accounts have
been migrated to the automated resolutions pricing model. See About automated resolutions for AI
agents.
On Legacy Support and Support Suite plans, bot
usage is measured in resolutions per billing month.
This article addresses these questions:


How are resolutions
determined?
How can I get more
resolutions?




How are resolutions determined?

Resolutions are counted when an end user takes a certain action in response
to a suggested article. More than one of the scenarios below may apply to your
usage.



In Support emails: When an Article
Recommendation is sent via email notifications, and the end user clicks
Yes, close my request.



In Web Widget (Classic): When an
Article Recommendation is offered through Web Widget (Classic), and the end
user clicks
Yes.



In a web form: When Article
Recommendations are offered through a web form channel, and the end user
clicks
Yes, close my request.



In a messaging Web Widget: When
help center article suggestions are made in a feedback flow, and the end
user clicks
Yes, problem solved.

Note:
Currently, resolutions through
the messaging Web Widget do not count towards your monthly
resolutions.





If you're using the
Answer Bot API, every 100 API requests is
equal to one resolution.



How can I get more resolutions?

If you find you're running out of resolutions before the end of your billing month,
you can purchase bundles of additional resolutions in the amounts listed in the
table below.
The additional resolution bundles are applied to your account for the number of
months remaining in your current billing term, and cannot be cancelled until the end
of that billing term. For example, if you have a 12-month billing term ending in
December, and you purchase a 50-resolution bundle in October (the 10th month of your
term), you will be billed $150 ($50 for each of the three remaining months in your
term), and will receive 50 additional resolutions at the beginning of each of those
months. Additionally, the additional resolution bundles will be automatically
applied when your contract is renewed, unless you request otherwise.



Table 1.






Resolution bundle amounts
Price per resolution per month (In USD)




50, 100, 200, 300, 400
$1


500, 600, 700, 800, 900
$0.95


1000, 1500, 2000, 2500, 3000, 3500, 4000
$0.90


5000, 6000, 6500, 7000, 7500, 8000, 8500
$0.80


10000, 20000, 30000, 50000
$0.70







