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.
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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.
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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 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
- In the main menu, select Conversation Logs.
- From the list, select a conversation with the automated resolution icon
(
).
- 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 Performance Overview Dashboard.
The Performance Overview Dashboard includes an Automated Resolutions Rate report that shows your automated resolutions usage at the account level. For details, see Analyzing AI Agents with the Performance Overview 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 webform
- The Web Widget (Classic) page
- The Automated resolution 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 billing admin will be notified directly when your account nears its automated resolution limit, and again when it reaches that limit.
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