Billing¶
Cognigy has only one billable unit - a conversation. A billed conversation is an interaction between a user and a virtual or human agent, and represents one unit of consumption.
The billed conversation begins when a user sends their initial input, which can be either a chat or voice message.
The conversation will be ended for any of the following reasons:
- The user left a chat.
- The human agent resolved a conversation.
- The conversation has more than 50 user inputs. The 51st input will begin a new conversation.
- The conversation begins on one day and ends on another. The user input sent on a different day will begin a new conversation.
Common scenarios¶
The following scenarios provide examples of billing for conversations.
Scenario 1¶
A user sent less than 50 inputs during the conversation within a single calendar day.
Example: 50 user inputs.
Billing: It will be charged as one conversation.
Scenario 2¶
A user sent more than 50 inputs during the conversation.
Example: 101 user inputs.
Billing: It will be charged as 3 conversations.
Scenario 3¶
A user sent less than 50 messages during the conversation over two calendar days.
Example: 49 user inputs.
Billing: It will be charged as 2 conversations.
The server time zone settings determine the start of a new day and, as a result, the beginning of conversation billing for this new day.
Contact your administrator if you want to change this time zone setting.
Scenario 4¶
A user sent more than 50 messages during the conversation over two calendar days.
Example 1: 78 user inputs -> 49 before midnight and 29 after midnight.
Billing 1: It will be charged as 2 conversations.
Example 2: 78 user inputs -> 5 before midnight, 73 after midnight.
Billing 2: It will be charged as 3 conversations.
The server time zone settings determine the start of a new day and, as a result, the beginning of conversation billing for this new day.
Contact your administrator if you want to change this time zone setting.
Additional billing¶
If you are using the following Endpoint Transformers:
- Input Transformer
- Inject Transformer
- Notify Transformer
and you return a falsy value from them (for example null, undefined or false), the message processing will be terminated in Cognigy system, and no Flow will be executed. In this case, Cognigy will charge 1 conversation per 50 Transformer executions.
Example: You built an Endpoint which only uses the Input Transformer to implement a custom Handover Provider and you are always returning a falsy value of null from it. 50 Input Transformers will be executed for user inputs -> 1 conversation will be charged.