FILE 03
Help Scout (Envoy / AI Answers)
Resolution. $0.75 per resolution.
Viewed 2026-11-10. Price text found on the vendor page, 2026-11-10.
Definition, in their words
"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
Plans and prices
| Item | Price | Source |
|---|---|---|
| Envoy add-on | $0.75 per resolution, monthly; 3 months free | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| Standard | $25 per user a month (annual) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| Plus | $45 per user a month (annual) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| Pro | $75 per user a month (annual) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
Twelve scenarios, twelve verdicts
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
| Scenario | Verdict | Excerpt | Source |
|---|---|---|---|
| S1 Answered, customer confirms it worked | BILLED | Counted when the customer "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 Answered, then 24 hours of silence | BILLED | Silence satisfies the counted-only-if rule: no escalation, search, question or request for help. Our reading of the same text. (our reading) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S3 Customer says "I still need help" | NOT BILLED | "If a customer requests more help ... by selecting the 'I still need help' button, the conversation won't count as a resolution and you won't be charged." | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S4 Escalated by rule, human resolves | NOT BILLED | "Resolved by AI Answers without human assistance." | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S5 Procedure ends in a hand-off | NOT BILLED | A hand-off is human assistance: "without human assistance." (our reading) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S6 Human steps in before the customer asks | NOT BILLED | "Without human assistance." | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S7 Follow-up question, AI answers again | NOT BILLED | Not a resolution if the customer will "ask more questions". | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S8 Same issue returns within 72 hours | DOCS SILENT | Not addressed in the sources we read. (our reading) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S9 Answer was wrong, customer leaves | BILLED | Rests on the customer not asking again (Varley): a frustrated customer who leaves is not distinguished. (our reading) | Varley, "AI support billing" articles (Varley sells one of the vendors), read 2026-09-23 and 2026-11-04 RIVAL-WRITTEN viewed 2026-11-10 |
| S10 AI only looks up or acts | DOCS SILENT | Not addressed in the sources we read. (our reading) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S11 Spam, test or bot message | DOCS SILENT | Not addressed in the sources we read. (our reading) | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
| S12 Three questions in one chat | VERIFY | "You'll only be charged for one resolution per conversation, even if AI Answers responds to multiple questions." but "ask more questions" voids the resolution. The two sentences point different ways. | Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10 |
Version history
- 2026-11-10 Envoy shown at $0.75 per resolution with a 3-month free trial of AI Answers. source
Same month, 5,000 AI conversations
$1,613 to $2,401 default mix; change it
Same model, other files
- Zendesk AI agents: Verified automated resolution
- Gorgias AI Agent: Automated interaction
- LiveChat (Text) AI Agent: Resolution
- HubSpot Breeze Customer Agent: Resolved conversation (50 credits)