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When using Typewise, you only pay for tickets where the AI Operator actually helped. Every time a ticket is updated, the AI Operator analyzes its contribution and records a resolution status for billing.

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Not resolved by AI: not billed

  • If a ticket was not handled by AI at all and was immediately handed off to a human without customer interaction.
  • If a message or an action of a ticket was flagged as incorrect.

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Partially resolved by AI: half a unit

  • If the AI Operator gathered some information but handed the ticket off to a human at some point.
  • If the AI Operator had to involve a human for a certain action.

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Fully resolved by AI: one unit

  • If a ticket was fully handled by the AI Operator.
  • If Human Agents only had to approve messages but didn’t have to change them.
Resolutions are metered separately from Nova (AI Operator) credits. See Usage & limits for how units appear in Billing.

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See also