When to use
- You want to know which conversations are included in the count of AI conversations
- You have conversations with the AI linked to the inbox, but which were closed without the AI replying (e.g., a proactive outbound message with no reply from the customer, automatic closing due to inactivity), and you want to know whether they count
What counts as an AI conversation
The count includes conversations in which the AI (or a flow) generated a reply and the conversation was closed by it.
Having the AI linked to the inbox, by itself, does not make the conversation count. If the AI did not generate any reply in that conversation, it stays out of the count — even if the ticket was created and closed.
Practical example: a proactive outbound message in which the customer never replied and the ticket was closed by an automatic closing without interaction rule does not count as an AI conversation, because there was no reply generated by it.
Notes
- If you have questions about a specific month or about a set of tickets, talk to the Cloud Humans team through the support chat — it is possible to check case by case.