Monitoring automated resolution usage

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You can track your automated resolution usage, which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.

This article contains the following topics:

Viewing the Automated resolutions dashboard

Monitoring automated resolutions at the conversation level (AI agents - Advanced)

Monitoring automated resolutions at the account level (AI agents - Advanced)

Viewing automated resolution usage banners

Related articles:

Explore recipe: Reporting on automated resolutions for email and web form channels

Managing your automated resolutions

Turning off automated resolution features

Viewing the Automated resolutions dashboard

The Automated resolutions dashboard provides a look into how many automated resolutions you use. The dashboard can help you determine how well your AI agents deflect customer support requests and whether you should change your current configurations. This information can also help you forecast your future automated resolution needs.

To view the Automated resolutions usage dashboard

In Admin Center, click Account in the sidebar, then select Usage > Automated resolutions.

The dashboard includes basic information about your automated resolution usage.

Overview

Allowance usage displays the percentage of automated resolutions used in the current billing period.

Automated resolutions displays the number of automated resolutions used in the current billing period.

Usage details displays a chart tracking the number of automated resolutions used per day for the selected time period. Use the drop-down menus to change the time span covered in the breakdown, as defined in Understanding how automated resolutions are measured, and to display usage by type of automated resolution used, or to group types together.

Show cumulative toggles on or off the aggregate of usage for the subscription term.

The dashboard only displays data on confirmed automated resolutions.

From the dashboard, you can access the page to manage your automated resolution overage setting and add automated resolutions to your account.

Monitoring automated resolutions at the conversation level (AI agents - Advanced)

At the conversation level, automated resolutions are indicated in the Conversation Logs.

In the Conversation Logs, an automated resolution icon () is added to any conversation that consumes an automated resolution.

Additionally, you can drill into a specific conversation to see an explanation of the automated resolution verification.

To view a conversation’s automated resolution verification details

In the main menu, select Conversation Logs.

From the list, select a conversation with the automated resolution icon ().

Click Details.
In the Conversation Overview panel that opens on the right, the Automated resolution section includes an explanation of why the conversation is considered to be verified.

Monitoring automated resolutions at the account level (AI agents - Advanced)

At the account level, automated resolutions are reported in the Reporting dashboard. This dashboard includes automated resolutions reporting that shows your automated resolutions usage at the account level. For details, see Analyzing advanced AI agent performance with the reporting dashboard.

Viewing automated resolution usage banners

On AI agent pages in Admin Center, overage warning banners notify you when you’ve used 80% of your automated resolutions, and will be updated when you’ve used 100%. Banners will include basic information about what happens when you reach your limit based on your automated resolution overage setting.

You can't dismiss these banners and they will remain visible until automated resolutions are again available for your account when your billing cycle resets or you purchase additional automated resolutions.

Overage warning banners appear on related Admin Center pages, including:

The parent AI agents page, as well as the following child pages:

AI agents for messaging

AI agents for email and web form

The Web Widget (Classic) page

The Automated resolution dashboard

Overage warning banners also appear on every page in the AI agents - Advanced add-on.

If you choose to pause AI agent functionality when you reach your automated resolution limit, notifications will appear on the admin pages for each of the paused capabilities.

Additionally, your account owner and billing admin will receive an email notification when you've used 80% of your automated resolutions, and again when you've used 100%.