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Ada: how a resolution is billed

How Ada defines a resolution, what it bills, and how to audit your own export.

Billing unit
per automated resolution (enterprise option) or per conversation, by contract
Price
Not published
Silence counts as resolved
Not confirmed from public pages.
Waiting window
Idle web chat and social conversations end after 24 hours; email after 72 hours; the conversation is then classified.
Checked
2026-10-24
Resolvara support
Detected automatically. You can still correct the column mapping.
Audit a Ada exportEstimate the cost

Facts on this page were checked on 2026-10-24. Ada's pricing is sales-led, so your contract is the authority on what you are billed.

How Ada counts a resolution

Ada classifies a conversation as resolved only if the answer was relevant, accurate and safe, and the conversation stayed contained. The classification is done by an LLM. An escalated conversation is Not Resolved immediately. Idle web chat and social conversations end after 24 hours and email after 72 hours, and are then classified.

Pricing is not public. Third-party sources say conversation-based pricing is primary and resolution-based pricing is offered to some enterprises. This is unverified. Enter the price from your own contract.

How to export

Use the Data Export API and the conversation object. The feature may not be included in every subscription package. Useful fields: _id, end_user_id, date_created, automated_resolution_classification, automated_resolution_classification_reason, is_escalated, handoffs, csat, is_test_user.

How to audit with Resolvara

  1. Choose the Ada preset and drop the export (JSON or CSV).
  2. Set which classification value means billed. The exact strings are not confirmed in the documentation read, so the mapper lets you pick them.
  3. end_user_id is used as the customer key. It is pseudonymous but stable per user, so repeat contact works.
  4. Remove test users (is_test_user) from the file or confirm that the preset does.
  5. Enter your price per resolution and review the flagged list.

Caveats

  • csat is present only with CSAT 2.0.
  • Ada already excludes escalated conversations from its resolved class, so the main gaps to expect are repeat contacts and later human replies.
  • Contract terms may define resolution differently from the public help page.