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