The Re:amaze AI Agent automatically responds to customer conversations using your help center content, response templates, and connected store data. It acts as your primary chatbot, helping customers get answers instantly while reducing the number of conversations your team needs to handle manually.
This article explains how AI Agent usage is measured, what counts as a resolution, and how billing works across plans.
What counts as a resolution?
A resolution is defined as a conversation thread that is handled entirely by the AI Agent and does not escalate to a human agent.
- A resolution is counted once per conversation thread
- Multiple messages within the same conversation count as a single resolution
- Conversations escalated to a human agent are not counted as resolutions
How many AI Agent resolutions are included?
AI Agent usage is included with Plus, Pro, and Basic plans based on the number of user seats in your account.
- Basic plan: 20 resolutions per user seat
- Pro plan: 50 resolutions per user seat
- Plus plan: 100 resolutions per user seat
For example, if you are on the Plus plan with 5 user seats, your account would include 500 AI Agent resolutions per month (100 resolutions × 5 seats).
What happens if I exceed my included resolutions?
If your account uses more resolutions than what is included with your plan, additional resolutions are billed at $0.85 per resolution. Classic Chatbots can continue operating as a fallback at no cost when Usage Overage is turned off. To enable or disable Usage Overage, navigate to Settings > AI Settings.
You can monitor AI Agent usage and manage overage settings from:
- AI Agent / Chatbot Settings page
- Subscription Plan page
Note: Volume plans do not include seat-based usage limits. All resolutions are billed at a flat rate of $0.85 per resolution.
Shopify billing accounts
Accounts billed through Shopify do not have overage charging enabled by default. If you would like to enable overages, please contact support for assistance at support@reamaze.com