Replies and call minutes
One pool pays for everything the assistant does.
Every plan comes with a number of replies a month. One pool pays for everything the assistant does, so you never think about which channel a customer used.
| What the assistant did | Costs |
|---|---|
| A chat answer, on any text channel | 1 reply |
| A minute on a call, phone or website, billed by the second | 23 replies |
| Learning from your sources, up to your plan's size | Free |
| A Ready Check question, each time it is asked | 1 reply |
Wherever you see a count, you see both ways to spend it: "3,000 replies or 130 call minutes".
How answers are counted
- An answer is 1 reply, however long it is and however many things the assistant looked up to write it.
- An answer that ends in a handoff to your team is still 1 reply.
- A reply your team writes uses nothing.
- When the assistant is paused because the replies ran out, its "someone will reply soon" message uses nothing.
How calls are counted
- A call is counted by the second. A 30-second call uses about 12 replies.
- On a call you pay for the minutes only. The answers inside the call are covered.
- A call on your website and a call to your phone number count the same.
Where to look
Your usage on Home shows what is left and where the replies went. Plan & billing (your avatar, then Billing) shows the same meter with your plan, your next charge, and your invoices.
When they reset
Plan replies reset on your billing date each month, on yearly plans too. Replies you don't use don't carry over. Top-up replies are different: they never expire.
Learning is free
When you add a source, the assistant reads it and learns it. That uses no replies, up to the size your plan permits: 4 MB of text on Starter, 10 MB on Growth, 30 MB on Max.
- 1 MB of text is about 400 pages.
- Websites, stores, pasted text and files all count the same way, by the text in them.
- Sync again later and only the pages that changed are learned again.
- At your plan's size, new sources wait until you remove something or move up a plan.
Testing uses replies
Test chats on Home use replies, just like real ones. So does the Ready Check: 1 reply for each question it answers.
What is free
- Emails, in and out. When the assistant writes the answer to an email, that answer is 1 reply, like any other.
- Sorting email. Mail that isn't from a customer never reaches the assistant.
- Learning from your sources, and syncing them again, up to your plan's size.
- Keeping what it knows and the files you uploaded, up to your plan's size.