Usage

The Usage page shows how much of your plan you are using, broken down by conversations, agent runs, and channel activity. Use it to understand your consumption patterns and anticipate when you might need to adjust your plan.

Usage overview

At the top of the page, you will see your current usage against your plan limits:

Conversations — The total number of conversations handled in the selected period, compared to your plan allowance
Agent runs — The total number of AI agent invocations, compared to your plan allowance

Progress bars show how close you are to your limits at a glance.

Conversation breakdown

The conversation section provides two views:

Resolution chart — Shows how conversations were resolved:

AI-resolved — Handled entirely by the AI without human intervention
Human-resolved — Required a human agent to step in and complete the conversation

Channel distribution — Shows where conversations are coming from (email, chat, WhatsApp), helping you understand which channels drive the most volume.

Intent classification

The intent breakdown shows what customers are asking about, categorised by topic. Common intents include:

Order status enquiries
Return requests
Shipping questions
Billing and payment issues
Product information requests

This data helps you identify the most common customer needs. If a particular intent appears frequently, it may be worth adding more knowledge base entries or policies for that topic to improve the AI’s handling.

Agent runs

The agent runs section shows how many times each agent type was invoked during the selected period. Agent types include:

Orchestrator — Analyses incoming messages, classifies intent, and dispatches specialist agents
Specialist agents — Handle specific tasks like looking up orders or checking inventory
Message agent — Drafts the final reply to the customer
Validation agent — Fact-checks the drafted reply before sending
Learning loop agent — Extracts knowledge base and policy improvement proposals from resolved conversations

This breakdown helps you understand where the AI is spending its processing effort.

Period selector

Use the period selector to view usage over different time ranges:

Current — The current billing period
Previous — The last completed billing period
90 days — A rolling three-month view

Usage and billing

Your plan includes a set number of conversations and agent runs per billing period. If you exceed these limits, overage charges apply based on your plan’s per-unit pricing.

To avoid unexpected charges:

Monitor your usage regularly, especially mid-period
If you consistently approach your limits, consider upgrading to a higher plan
Check the Settings > Billing page for details on your current plan and overage rates

For more information on plans and pricing, contact your account manager or visit the billing settings page.