Pricing explained

What counts as resolved, and what you pay for.

Typewise charges per resolution, so the definition is the price. This page gives the definition the contract uses, three worked tickets, what is never charged, and the rate.

The definition

Three outcomes, one meter.

Every ticket the AI touches ends in one of three outcomes. The outcome decides the count, and the count decides the bill.

OutcomeWhat happenedCounts asYou pay
Fully resolvedThe AI handled the ticket end to end, or your team only approved its messages without changing them.1.0One resolution
Partially resolvedThe AI gathered the information but handed the ticket to a person, or it needed a person to carry out an action.0.5Half a resolution
Not resolvedThe AI handed the ticket to a person immediately, without interacting with the customer, or a message or action was flagged as incorrect.0Nothing

A resolution is counted per ticket, not per message. A ticket the AI never touched is not counted at all.

Three worked tickets

The same rule, three real situations.

Fully resolved · 1.0

A refund on a late parcel

An order arrived four days late and the customer wants the delivery fee back.

  1. The AI finds the order in your shop system and sees the delivery date.
  2. Your refund policy, written in plain language, says a late delivery gets the delivery fee refunded.
  3. The AI issues the refund and sends the customer a confirmation. The ticket closes.
Counts as
Full resolution. The AI understood the request, took the action and closed the conversation.
You pay
$2.00 pay as you go, down to $1.00 with the largest package.

If you have set refunds to need approval and a colleague approves the AI’s reply without editing it, it is still a full resolution. If the colleague has to issue the refund themselves because the AI cannot reach that system, it is a partial resolution.

Partially resolved · 0.5

A complaint about a courier

A customer writes in, upset about how a courier behaved at the door.

  1. The AI acknowledges the complaint and asks for the order number and what happened.
  2. It collects the details and attaches them to the ticket.
  3. Complaints about people go to a human by your policy, so it hands the ticket to a colleague, who replies and settles it.
Counts as
Partial resolution. The AI gathered the information, a person finished the ticket.
You pay
$1.00 pay as you go, half the full rate.

It counts as half however much work the colleague does afterwards. A partial resolution is never upgraded to a full one later.

Not resolved · free

A legal threat

A customer threatens legal action over a damaged item.

  1. The AI recognises that this is outside what it is allowed to handle.
  2. It hands the ticket straight to a person, without replying to the customer.
  3. Your colleague takes it from there.
Counts as
Not resolved. The AI did not interact with the customer, so nothing is counted.
You pay
Nothing.

The same applies when the AI did reply but got it wrong: flag the message or action as incorrect and the ticket is not charged.

Never charged

What is never on the bill.

  • Tickets handed straight to a personIf the AI passes a ticket on without interacting with the customer, nothing is counted.
  • Messages or actions you flag as incorrectA wrong reply or a wrong action, flagged by your team, is not charged.
  • Tickets the AI never touchedOnly tickets the AI works on can be counted. The rest of your inbox is simply not on the meter.
How the count behaves

No surprises at the end of the month.

  • Prepaid packages never expire, roll over and can be stacked. Pay as you go applies to any usage a package does not cover, at $2.00.
  • Usage beyond a package is charged at the end of the billing cycle and appears on the next invoice. On pay as you go, usage is invoiced in blocks of 500 resolutions.
  • You never move between package sizes automatically. You choose when to buy the next one.

The rate.

A full resolution is $2.00 pay as you go, on top of a plan from $99 a month. Prepaid packages bring it down, from $1.75 at 1,000 resolutions to $1.00 at 5,000. Above 10,000 a month the rate is quoted. A partial resolution is half the rate, an unresolved ticket is free.

See worked costs at your volume →

The questions buyers ask next.

Yes, if it was sent without changes: the AI did the work and a person only approved it, so it is a full resolution. If the person edits the reply before it goes out, the AI did part of the work and it counts as a partial resolution.

Yes. A partial resolution counts as 0.5 whatever happens after the handoff. It is never upgraded to a full resolution later, and it is never counted twice.

Flag the message or the action as incorrect and the ticket is not charged. Flagging also feeds the evaluation loop, so the same mistake is less likely next time.

No. Only tickets the AI works on can be counted. Tickets it hands straight to a person without interacting with the customer are free as well.

No. A resolution is counted per ticket, not per message. A ticket with ten messages back and forth that the AI closes end to end is one resolution.

There is no hard cap today. Prepaid packages never expire, and any usage beyond them is charged at the published pay as you go rate of $2.00 at the end of the billing cycle. If you need a fixed annual amount, the Business and Enterprise plans work on an annual resolution commitment agreed up front.

The Analytics hub in the platform shows resolution rates and the outcome of each ticket. Plans and rates are on the pricing page.

See the count on your own tickets.

Start a free trial with 100 resolution credits, connect your inbox, and watch which tickets end up full, partial or free.

Try for freeSee pricing