What counts as a resolution
16 vendors, one table. Quoted words come from the source linked in each row. S2 is "customer goes quiet for 24 hours", S4 is "escalated by rule", S5 "procedure ends in a hand-off", S9 "wrong answer, customer leaves".
BILLED the vendor's text says it bills · NOT BILLED says it does not · VERIFY text is ambiguous, conflicts, or a vendor-side check decides · DOCS SILENT text we read does not say
| Vendor | Billing unit and price | Definition, in their words | Source | Key stamps |
|---|---|---|---|---|
| Fin (Intercom) outcome | Outcome $0.99 per outcome | "A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution)." Also billable: a Procedure handoff. "You're only charged for one outcome per conversation." | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 | S2 BILLED S4 NOT BILLED S5 BILLED S9 BILLED |
| Zendesk AI agents resolution | Verified automated resolution Not on the pricing page; $1.50 to $2.00 per resolution reported by rivals | "Automated Resolutions: Are the unit of measurement used for calculating and billing your account for AI agent usage. Paying per automated resolution means that you pay only for customer requests that were successfully resolved by the AI agent, without any escalation to a human agent." | Zendesk pricing page OWN DOCS viewed 2026-11-10 | S2 VERIFY S4 NOT BILLED S5 NOT BILLED S9 VERIFY |
| Help Scout (Envoy / AI Answers) resolution | Resolution $0.75 per resolution | "A resolution is a single conversation that is resolved by AI Answers without human assistance. ... counted only if the customer receives an AI response and doesn't use escalation, search the knowledge base, ask more questions, or indicate that they need more help." | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 | S2 BILLED S4 NOT BILLED S5 NOT BILLED S9 BILLED |
| Gorgias AI Agent resolution | Automated interaction $0.90 per interaction (annual) or $1.00 (monthly) | "An automated interaction is a customer request that's fully resolved without a human agent, whether by AI Agent or another automation feature such as Flows, Quick Responses, or Order Management. These are billed and count toward your plan's automation allotment." | Gorgias pricing page (FAQ: AI Agent $0.90 annual / $1.00 monthly per interaction; robots.txt checked 2026-11-10 and allows /pricing) OWN DOCS viewed 2026-11-10 | S2 VERIFY S4 NOT BILLED S5 DOCS SILENT S9 VERIFY |
| Tidio (Lyro) conversation | Lyro conversation Tiers from $39 for 50 conversations to $700 for 1,000 (per Talvo) | "A Lyro conversation is a customer interaction initiated through any channel integrated with Tidio that has at least one reply from our AI Agent. Even if Lyro replies a dozen times or more to solve the customer's problem, or if the customer leaves the chat window and returns to it at a later time, that still counts as a single conversation." | Tidio pricing page (Lyro definition quoted from this page; Lyro add-on tier prices not shown on it) OWN DOCS viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| Crisp (Hugo) action | AI usage credits per conversation Credits; Crisp's own page puts $5 at about 90 automated conversations (about $0.06 each) | Metered usage, no resolution test. "From the first AI-handled message until it is resolved, routed or escalated. Escalated conversations still use credits." (Talvo, on Crisp's Hugo billing article, which we did not read.) | Talvo, "AI resolution pricing compared: 10 vendors" (Talvo sells one of the ten), 2026-10-21 RIVAL-WRITTEN viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| LiveChat (Text) AI Agent resolution | Resolution $49.50 per 50 extra resolutions, about $0.99 each | "One resolution = the AI directly solved a customer question. Multiple questions in the same chat still count as one." | LiveChat pricing page OWN DOCS viewed 2026-11-10 | S2 DOCS SILENT S4 NOT BILLED S5 DOCS SILENT S9 DOCS SILENT |
| Freshworks Freddy AI Agent conversation | Session $0.49 per session ($49 per 100 sessions) | "A session is a unique interaction between an end-user and an AI Agent. In Freddy AI Agent Studio, an Email AI Agent session is defined as a 72-hour window starting from the customer's first email. All AI responses within that window count as a single session, regardless of the number of replies." | Freshworks Freshdesk pricing page (robots.txt checked 2026-11-10 and allows /freshdesk/pricing/) OWN DOCS viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| HubSpot Breeze Customer Agent resolution | Resolved conversation (50 credits) $0.50 per resolved conversation (50 credits at $0.01) | "Customer agent: Resolve one conversation (text-based channels), 50 credits" (HubSpot Credits Rate Sheet). Credits cost $0.010 each, so $0.50 per resolved conversation. Third-party readings of HubSpot's knowledge base add that "resolved" means no visitor-initiated handoff within 72 hours. | HubSpot Products & Services Catalog, HubSpot Credits Rate Sheet OWN DOCS viewed 2026-11-10 | S2 VERIFY S4 NOT BILLED S5 NOT BILLED S9 VERIFY |
| Salesforce Agentforce conversation | Conversation (24-hour session) or action $2.00 per conversation; or $500 per 100,000 Flex Credits, 20 credits per action | "A conversation is a 24-hour session of interaction between a customer and an agent. Every session is billed regardless of whether the issue was resolved." (Intercom article; Salesforce's own pricing page confirms $2 per conversation and $500 per 100,000 Flex Credits but does not define the session length.) | Intercom, "AI Agent Pricing: Cost of Customer Support AI Agents" (written by Fin's vendor about rivals), 2026-07-08 RIVAL-WRITTEN viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| Ada conversation | Conversation (custom contract) Contact (no public price) | Ada's pricing page shows no prices or definitions, only a demo/consultation form (re-checked 2026-11-10). Third parties say it bills per conversation by default and judges "resolved" with its own AI on four criteria; reported rates run about $1.00 to $3.50 per interaction, contracts from about $30,000 a year. | Ada pricing page (shows no prices, only a demo/consultation form; re-checked 2026-11-10) OWN DOCS viewed 2026-11-10 | S2 VERIFY S4 VERIFY S5 VERIFY S9 VERIFY |
| eesel AI action | Credit (one per ticket or chat) Monthly credit blocks from $299 for 500; extra credits $0.80 | "A ticket your agent works on is 1 credit. A chat with a customer is 1 credit." One credit "however many replies go back and forth, and whatever the agent does inside it." | eesel pricing page and FAQ OWN DOCS viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| Helply action | AI credit per action Plans with pooled AI credits; unit price per resolution not stated | "One credit is one simple AI action, like triaging, summarizing or translating a conversation. More involved work, like investigating across tools or resolving a conversation end to end, uses more." Credits are pooled across the team. No public per-credit price: top-ups are "in the app" (Starter/Team) or at "a pre-agreed rate" (Pro/Growth). | Helply pricing page OWN DOCS viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
| Talvo resolution | Resolution $0.49 per resolution beyond plan allowance | "AI resolutions at $0.49 and only when the agent actually closes the conversation." "A handoff is free. If the agent isn't confident and passes the conversation to a person, that conversation isn't billed." | Talvo pricing page OWN DOCS viewed 2026-11-10 | S2 DOCS SILENT S4 NOT BILLED S5 NOT BILLED S9 DOCS SILENT |
| Varley resolution | Resolution $0.50 per resolution; hand-offs free | "A resolution is billed when Varley finishes the job itself, end to end, and shows its working. If it hands the conversation to your team, that's not a resolution, and it costs nothing. If a customer simply goes quiet, that's not a resolution either." | Varley pricing page OWN DOCS viewed 2026-11-10 | S2 NOT BILLED S4 NOT BILLED S5 NOT BILLED S9 NOT BILLED |
| Chatbase action | Message credit per AI reply Plans from $40 a month for 700 message credits | No resolution test. "Each request made to the AI model costs a certain number of message credits depending on your chosen model." Enterprise pricing "is based on a commitment to message credits, conversations, or resolutions." | Chatbase pricing page (read 2026-11-10; robots.txt allows /pricing) OWN DOCS viewed 2026-11-10 | S2 BILLED S4 BILLED S5 BILLED S9 BILLED |
How to read the stamps
"Docs silent" is a result, not a gap in our work: it means the pages we read do not say. Where vendors disagree with each other about a vendor, we show both sides on the vendor's file and do not pick one. See Changes.