This article introduces how AI Replies are consumed for AI Agent and AI Insights respectively.
AI Reply Consumption of AI Agent Features
Feature Type | Description | Trigger by | AI Reply Consumed |
AI Agent Reply | Every time the visitor does an interaction (send a message, choose a quick reply, and so on), and the AI Agent responds. | Triggered automatically when the AI Agent responds to a visitor message. | 1 |
Topic Description Generation | Every time the system generates a Description for a topic. |
| 1 |
Topic Similar Questions Generation | Every time the system generates Similar Questions for a topic. |
| 1 |
Example: How AI Reply Usage Is Calculated in an AI Agent Chat
AI Reply usage in an AI Agent chat can be simply calculated using the formula: AI Reply Usage = Number of Visitor Messages + 1. The extra "+1" accounts for the AI Agent's initial proactive message(s) that starts the conversation.
Below is an example of an AI Agent chat session that includes 4 visitor messages, resulting in a total of 5 AI Reply usages: Total AI Reply Usage = 4 (Visitor Messages) + 1 (Initial Prompt) = 5.
| AI Agent: Hi, how can I help you? [Make an appointment | Report an issue | Contact sales] → Initial AI prompt (counts as +1 AI Reply usage) |
| Visitor: Make an appointment → +1 AI Reply usage |
| AI Agent: Sure. May I have your email address and order ID so I can get your order details? |
| AI Agent: Please input your email address: |
| Visitor: myname@abc.com → +1 AI Reply usage |
| AI Agent: Please input your Order ID: |
| Visitor: 10000 → +1 AI Reply usage |
| AI Agent: Great. Let me check it for you. Please wait... |
| AI Agent: Your order (ID 10000) is shipping and will arrive in Boston on May 15, 2025. |
| AI Agent: The available installation slots for March 16, 2025, are 9 AM, 11 AM, 2 PM, and 4 PM. Please choose one of these slots. |
| Visitor: 11 AM → +1 AI Reply usage |
| AI Agent: Your installation has been scheduled for March 16, 2025, at 11 AM. A confirmation email will be sent to myname@abc.com shortly. |
AI Reply Consumption of AI Insights Features
Feature Type | Description | Trigger by | AI Reply Consumed |
Sentiment Analysis | Every time the system analyzes the visitor’s sentiment. | Triggered automatically by each visitor message. Disabled by default. | 0.2 |
Spotlights | Every time the system identifies a chat with spotlight tags. | Triggered automatically when a chat ends. Disabled by default. | 1 |
Chat Resolution Status | Every time the system identifies the chat resolution status of a chat. | Triggered automatically when a chat ends. Disabled by default. | 1 |