You can track yourautomated resolutionusage, which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.

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Summary: ◀▼

You can monitor automated resolution usage through dashboards and ticket indicators to track consumption and forecast future needs. Alerts notify you when usage nears limits, helping manage overages. Usage details are available at ticket, conversation, and account levels, with forecasting tools estimating when limits might be reached based on recent trends, enabling proactive adjustments to your automated resolution settings and allowances.

You can track your automated resolution usage, which can help you determine whether your plan-based automated resolution baseline meets your needs. When you are near your automated resolution limit, you'll be alerted in Admin Center and your billing admin will receive an email notification.

This article contains the following topics:

  • Viewing the Automated resolutions dashboard
  • Monitoring automated resolutions at the ticket level
  • Monitoring automated resolutions at the conversation level (AI agents - Advanced)
  • Monitoring automated resolutions at the account level (AI agents - Advanced)
  • Viewing automated resolution usage banners
  • Forecasting automated resolution usage

Related articles:

  • Explore recipe: Reporting on automated resolutions for email and web form channels
  • Managing your automated resolutions
  • Turning off automated resolution features

Viewing the Automated resolutions dashboard

The Automated resolutions dashboard provides a look into how many automated resolutions you use. The dashboard can help you determine how well your AI agents deflect customer support requests and whether you should change your current configurations. This information can also help you forecast your future automated resolution needs.

To view the Automated resolutions usage dashboard

  • In Admin Center, click Account in the sidebar, then select Usage > Automated resolutions.

The dashboard includes basic information about your automated resolution usage.

  • Overview
    • Allowance usage displays the percentage of automated resolutions used in the current billing period.
    • Automated resolutions displays the number of automated resolutions used in the current billing period.
  • Usage details displays a chart tracking the number of automated resolutions used per day for the selected time period. Use the drop-down menus to change the time span covered in the breakdown, as defined in Understanding how automated resolutions are measured, and to display usage by type of automated resolution used, or to group types together.
  • Show cumulative toggles on or off the aggregate of usage for the subscription term.

The dashboard only displays data on confirmed automated resolutions.

From the dashboard, you can access the page to manage your automated resolution overage setting and add automated resolutions to your account.

Monitoring automated resolutions at the ticket level

Tickets include helpful indicators when an automated resolution is consumed:

  • The Resolution type field lists Automated as the value.
  • In the events view, a system entry notes the date and time the automated resolution occurred.
  • The Resolution type field can be used when creating custom reports.

Note: Deleting a ticket with a Resolution type value of Automated doesn’t undo the consumption of an automated resolution.

Monitoring automated resolutions at the conversation level (AI agents - Advanced)

At the conversation level, automated resolutions are indicated in the Conversation Logs.

In the Conversation Logs, an automated resolution icon () is added to any conversation that consumes an automated resolution.

Additionally, you can drill into a specific conversation to see an explanation of the automated resolution verification.

To view a conversation’s automated resolution verification details

  1. In the main menu, select Conversation Logs.
  2. From the list, select a conversation with the automated resolution icon ().
  3. Click Details.

    In the Conversation Overview panel that opens on the right, the Automated resolution section includes an explanation of why the conversation is considered to be verified.

Monitoring automated resolutions at the account level (AI agents - Advanced)

At the account level, automated resolutions are reported in the Reporting dashboard. This dashboard includes automated resolutions reporting that shows your automated resolutions usage at the account level. For details, see Analyzing advanced AI agent performance with the reporting dashboard.

Viewing automated resolution usage banners

On AI agent pages in Admin Center, overage warning banners notify you when you’ve used 80% of your automated resolutions, and will be updated when you’ve used 100%. Banners will include basic information about what happens when you reach your limit based on your automated resolution overage setting.

You can't dismiss these banners and they will remain visible until automated resolutions are again available for your account when your billing cycle resets or you purchase additional automated resolutions.

Overage warning banners appear on related Admin Center pages, including:

  • The parent AI agents page, as well as the following child pages:

    • AI agents for messaging
    • AI agents for email and web form
  • The Web Widget (Classic) page
  • The Resolution usage dashboard

Overage warning banners also appear on every page in the AI agents - Advanced add-on.

If you choose to pause AI agent functionality when you reach your automated resolution limit, notifications will appear on the admin pages for each of the paused capabilities.

Additionally, your account owner and billing admin will receive an email notification when you've used 80% of your automated resolutions, and again when you've used 100%.

Forecasting automated resolution usage

The Forecast tab in the Resolution usage dashboard helps you understand how your current usage trends could impact your allowance.
Note: Forecasted values are estimates based on past usage. Continue to monitor your usage using the suggestions included in this article.

This section includes the following topics:

  • The Forecast tab
  • How forecasting calculations work
  • When you’re likely to exceed your limit
  • When you’re on track to use your allowance

The Forecast tab

The Forecast tab includes the following information:

  • Forecast metrics are at the top of the tab.
    • Current average daily use shows your average predicted daily usage, calculated based on the past 7 to 30 days of activity.
    • What you might use by renewal estimates your total projected usage by the end of your current allowance cycle.
    • When you could reach your limit displays the predicted date when your usage is expected to hit the allowance limit.
  • Forecast usage chart shows your activity over time. Actual usage is in blue, forecasted usage is in grey, and your total allowance is a black vertical line.

How forecasting calculations work

To forecast your automated resolution usage, metrics from across your account are considered. In this section, we’ll list the information we look at and describe how it’s used in the calculations displayed in the forecasting chart.

  • Data source: Historical usage data for the past 7–30 days.

  • Calculation: A moving average model determines the average daily usage, which is projected forward to the end of the allowance cycle. We do not include the current day's usage when calculating this forecast rate, even if some resolutions have already been consumed today.
    • Zero-usage days are treated as valid data points (with value = 0) in the forecast calculation
    • If there are at least 7 calendar days since first usage, we show forecast data using that range (even if some days have zero usage)
    • If there are fewer than 7 calendar days since first usage, forecast returns “Not enough data” for forecasting (minimum 7 days required)
  • Allowance limit reach date: We calculate the remaining allowance (total allowance minus cumulative usage to date) and divide it by the forecasted daily usage rate to determine how many days are left until the allowance is exhausted. We then add those remaining days to today’s date to estimate when the customer will reach their allowance limit.
    • Forecasted allowance limit reach date calculation metrics:
      • Remaining Allowance = Total Allowance − Cumulative Usage to Date.
      • Days to Exhaust = Remaining Allowance ÷ Forecasted Daily Usage Rate.
      • Forecasted Reach Date = Current Date + Days to Exhaust.
    • If the forecasted allowance reach date is:
      • Within the current cycle, we show the date and days until the allowance is reached. If an account is projected to exceed the allowance before renewal, we show an orange indicator “High chance of reaching your limit, add more automated resolutions.”
      • Falls after the current cycle ends, it isn't t shown, as it lies outside the active cycle.
      • Already reached, we display the past date on which the limit was reached. This date always fall within the current allowance cycle.
    • The usage trend indicator appears under the When you could reach your limit forecast metric.

      If your account is projected to exceed the allowance before your renewal date, it’s considered “above target”. The indicator displays an orange uptrend arrow () and tooltip (for example, “High chance of reaching your limit”), along with a link to your subscription page, where you can add more resolutions.

    • Display mode:
      • Cycles ≤ 90 days show daily usage forecasts.
      • Cycles > 90 days show monthly usage forecasts.
      • We do not forecast for the current day. Forecast bars are always displayed from next day. This is same for Daily view and Monthly view.
    • Forecast updates: The chart refreshes every 4 hours to include the latest usage.

When you’re likely to exceed your limit

If your forecast shows that you’re likely to exceed your allowance before the end of your current allowance cycle, the Forecast tab displays a predicted date when you’ll reach your limit, along with your projected total usage by renewal.

  • When you could reach your limit shows an estimated timeframe (for example, In 134 days) indicating when your usage is expected to hit your total allowance. If there’s a high likelihood of exceeding your limit, a message such as High chance of reaching your limit appears alongside it.
  • What you might use by renewal displays your projected total usage by the end of the current cycle, including how far over your allowance you may go (for example, 600 over your limit).

In the chart, actual usage appears in blue and forecasted usage appears in grey. A vertical marker indicates the point at which your forecasted usage reaches the allowance limit, helping you visualise when you may exceed your allowance and how usage could continue trending through renewal.

When you’re on track to use your allowance

If your forecast shows that you’ll stay within your allowance for the current cycle, the Forecast tab displays your predicted total usage by the last day of the allowance period, but it doesn’t show an end date for when you’ll breach your limit. That’s because your projected usage will not exceed your total allowance before renewal. In other words, there’s no limit breach to calculate. When your new allowance cycle begins, your forecast resets automatically based on the most recent 7–30 days of usage data.

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