This article addresses these questions:
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.
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 |
9 comments
Lila Kingsley
What is the pricing for legacy support plans (like old school "support enterprise")? This page appears to be for suite plan customers only.
I believe the legacy plan pricing once was $1 per resolution. Can you please advise and point me to the appropriate article/product add on page detailing pricing for legacy plans?
0
Jeff C
Hello Lila,
We'd suggest reaching out to your Account Representative for full pricing details regarding AnswerBot Resolutions for Legacy Plans not listed in here.
0
Paul Stolz
Our customers get false resolutions on a consistent basis with this tool. My theory is that they are using an antivirus software that clicks through all links on an email, which ends up solving the case out for them before they even see the autoreply containing the suggested answers. Is there a workaround to allow the resolution language to only pop up in the article once a customer clicks on a suggestion instead of showing up in the body of the email itself?
1
Henri Mercier (SEIF CONSULT)
Hi, could you please detail the case of using messaging ? You only detailed for the web widget classic ? Is there a reason ?
Thanks
1
Dane
Article Recommendations resolutions through Flow Builder (i.e. on messaging channels) are not counted. Flow Builder is unmetered at the moment. This can change in future updates.
1
Barbara Hendrix
Hi,
I am a legacy Suite Professional user.
In my backoffice, I can only see MAU, which is the pricing plan for new users as I understand.
Where can I find how many credits I get within my legacy plan?
Thx!
0
Gab
This is a great question for your Account Executive. Your Account Executive prefers to work over email, so I will reach out to them and start the email conversation to kick things off. Please check your email for more information.
0
R Slater
Can you confirm that Legacy support professional + 1 chat seat using flow builder and messaging in the web widget don't have a resolution charge?
0
Paolo
Resolutions on Messaging Widget do not count on your monthly resolution. For now, it only applies in the Web Form, Email, and Web Widget (Classic).
Best,
Paolo | Technical Support Engineer | Zendesk
0