How answers are counted
Your plan includes a number of AI answers each month. Here's exactly what counts.
What uses an answer
One answered question uses one AI answer, on any channel: your help center, the widget, the API or the playground. Answers are counted per account, across every knowledge base you own.
What's free
- Repeat questions. When a customer asks a question that's already been answered, and your docs haven't changed since, the saved answer is served from cache. It doesn't count.
- Questions your docs can't answer. When nothing in your docs is relevant, the fallback message is shown without asking the AI. It doesn't count.
- Answers that fail. If something goes wrong before an answer is produced, the answer is given back.
When it resets
The allowance resets at the start of each calendar month (UTC). Unused answers don't roll over. The Answers left tile on Billing shows the reset date.
When it runs out
Customers see your hand-off button instead of an answer, so they still have a next step. To keep answering, buy extra answers or upgrade. Extra answers are used only after your plan's monthly answers.
Warnings before it runs out
We email you at 80% and 100% of your monthly answers, unless you've turned off Usage alerts under Account. The sidebar also shows how many answers are left.
Keeping costs predictable
- Set a monthly cap for each knowledge base.
- Limit the widget to your own sites.
- Each visitor can ask up to 8 questions a minute and 60 a day, so one person or a script can't drain your allowance.