AI agent and usage billing

Your plan’s price covers your seats and the AI copilot actions included per seat. A few things are charged by use instead: resolutions by the AI agent, and SMS and WhatsApp messages sent through our account.

Prices

Add-on	Price
AI agent resolution	$0.40 (€0.40) each
SMS through our account	$0.012 (€0.012) per message segment
WhatsApp through our account	$0.03 (€0.03) per message

The AI agent needs Starter or higher. SMS and WhatsApp need a plan with messaging channels.

When an AI agent resolution is counted

The AI agent answers customers on email, web messenger and WhatsApp tickets. A resolution is counted once per ticket, when the AI agent solved it without a human:

• the customer confirmed the answer helped, by message or with the “solved” link in the email; or
• the customer did not reply within the AI agent’s auto-resolve window.

The ticket is then solved and tagged ai_resolved. Not counted:

• a hand-off to your team (the ticket gets an internal note with the reason and is tagged ai_handoff);
• any ticket a person on your team has worked on, because the AI agent never answers those.

Copilot actions (drafts, summaries, translations) are not resolutions. They come from your plan’s pooled allowance. See fair use and usage.

How usage is charged

• Usage is charged only on a paid plan. During a trial it is counted but not charged.
• Each month’s usage is charged after the month ends, as one line per add-on on your next invoice.
• An admin can set a monthly spend limit per add-on. When the limit is reached, the AI agent hands new conversations to your team instead. Billing contacts get an email at 80 % and at 100 % of the limit.

SMS and WhatsApp on your own account

If you connect your own Twilio or Meta account, you pay them directly and ChaosDesk charges nothing for those messages. They are still counted, so you can see your usage.

Related

• Fair use and usage
• Invoices and payment
• Set up the AI agent