How AI support vendors define and bill a resolution
Each vendor writes its own rule for what it bills. Here they are side by side, from the vendors' own pages. Every fact links to its source and carries the date it was checked. Terms change, so confirm against the vendor before you rely on one.
Ready to audit
Resolvara reads these exports directly. The export columns are detected automatically and you can still correct the mapping.
- Intercom FinBilling unitper outcome (resolution)$0.99 per outcome; a minimum monthly commitment applies (the pricing page gives 50 outcomes as an example)Bills silence as resolvedYesNot stated in Intercom's primary help article. Third-party blogs say 24 hours; unconfirmed.Checked2026-10-24
- Zendesk AI agentsBilling unitper Verified resolution (since 2026-05-18), drawn from a dollar allowanceBills silence as resolvedYesConversation end: email 72 hours after the first email; messaging 2 hours after the first message by default (extendable to 72 hours); voice at hangup.Checked2026-10-24
- AdaBilling unitper automated resolution (enterprise option) or per conversation, by contractBills silence as resolvedNot confirmedIdle web chat and social conversations end after 24 hours; email after 72 hours; the conversation is then classified.Checked2026-10-24
Needs column mapping
These vendors bill by resolution, conversation or session but have no AI outcome column that we can confirm. Map the columns once and the same audit runs.
- Gorgias AI AgentBilling unitper automated interaction (also counts as a helpdesk ticket)$0.90 per interaction on annual plans, $1.00 on monthly plans; overage $1.50Bills silence as resolvedYes72 hours without human involvement.Checked2026-10-24
- HubSpot Customer AgentBilling unitper resolved conversation (credits)$0.50 per resolved conversation (50 credits), effective 2026-04-14Bills silence as resolvedYes72 hours after the visitor's last message; status is set after the window.Checked2026-10-24
- Front AutopilotBilling unitper conversation, charged once at the highest level reached (Triage, Handoff, Resolution)Triage $0.05, Handoff $0.39, Resolution $0.89 per conversationBills silence as resolvedYes24 hours for chat, SMS, WhatsApp and custom channels; 72 hours for email and portal.Checked2026-10-24
- Help Scout AI AnswersBilling unitper resolution$0.75 per resolutionBills silence as resolvedYesChecked2026-10-24
- Salesforce Agentforce for ServiceBilling unitper conversation, Flex Credits, or per user (not resolution-based)$2 per conversation; Flex Credits $500 per 100k credits (20 credits per action); $125 per user per month employee add-onBills silence as resolvedNot confirmedChecked2026-10-24
- Freshworks Freddy AI AgentBilling unitper session (not per resolution)$49 per 100 additional sessions; the first 500 sessions are included once per account on Growth, Pro and EnterpriseBills silence as resolvedNot confirmedEmail sessions: 72 hours from the first email.Checked2026-10-24
- Tidio LyroBilling unitper Lyro conversation; pay-per-resolution billing is listed only on the Premium planLyro from $32.50 per month for 50 conversations; Premium pay-per-resolution price not public (contact for pricing)Bills silence as resolvedNot confirmedChecked2026-10-24
- DecagonBilling unitper conversation (most customers) or per resolution, by contractBills silence as resolvedNot confirmedChecked2026-10-24
- SierraBilling unitper outcome, by contractBills silence as resolvedNot confirmedChecked2026-10-24
- KustomerBilling unitnot publishedBills silence as resolvedNot confirmedChecked2026-10-24