This article addresses some common questions about Answer Bot resolutions, including:
For more information about Answer Bot functionality, see Answer Bot resources.
How are resolutions determined?
Answer Bot 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, depending on how you've deployed Answer Bot.
- 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 Answer Bot resolution.
How can I get more resolutions?
If you find you're running out of Answer Bot 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 |
5 Comments
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.
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?
Hi, could you please detail the case of using messaging ? You only detailed for the web widget classic ? Is there a reason ?
Thanks
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.
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?
Please sign in to leave a comment.