What happens when I run out of Answer Bot resolutions?

Question

What happens when I run out of resolutions?

Answer

When you use all of your allotted resolutions in a billing cycle, the following occurs:

• In trigger notifications, no articles are suggested, although the trigger still fires as normal.
• In the Web Widget, your end users won't be presented with articles from the bot. Instead, they see the standard Web Widget experience.

If you do not plan to move forward with an Answer Bot subscription, as a best practice, Zendesk recommends manually updating your business rules and Web Widget settings to remove Zendesk bot actions. For more information, see the article: Zendesk bot resources. 

Important: Starting in May 2023, customers on Zendesk Suite plans have a usage-based pricing model for autoreplies (formerly called Article Recommendations) and conversation bots built in bot builder (formerly called Flow Builder) that will be based on Monthly Active Users (MAU).

These pricing changes will not impact existing customers until their next renewal, and no sooner than September 2023. See this community post for more information.

Support Suite and other legacy Support customers will continue using the legacy resolutions-based pricing model.