Skip to main content
You only pay for tickets where the AI Agent actually helped. Each time a new message arrives on a ticket, the AI Agent analyzes its contribution and records a resolution status, and that status decides what the ticket costs. Once a ticket counts as fully or partially resolved, the status is final: later activity does not change it or bill it again.

​
Not resolved by AI: free

The AI Agent never replied to the customer.

​
Partially resolved by AI: 50% off

The AI Agent replied to the customer, but a Human Agent also had to help:
  • The AI Agent gathered some information but handed the ticket off to a Human Agent at some point.
  • The AI Agent had to involve a Human Agent for a certain action.
  • A Human Agent replied to the customer or edited a reply before approving it.

​
Fully resolved by AI: standard price

The AI Agent replied to the customer, and Human Agents either did not check the reply or approved it without having to change it. In Billing, a full resolution counts as one unit and a partial resolution as half a unit. Resolutions are metered separately from Nova (AI Operator) credits. See Usage & limits for how units appear in Billing.

​
See also