Insights Glossary¶
All the terms are given in the glossary for informational purposes.
- Session
- A unit of interaction between a user and a Cognigy virtual or human agent. The session begins when a user sends their initial input to Cognigy, which can be either a chat or voice message, and ends when the user or human agent completes or terminates the interaction. The session can contain an unlimited number of user inputs.
- Conversation
- A billable unit of interaction between a user and a Cognigy virtual or human agent. The conversation begins when a user sends their initial input to Cognigy, which can be either a chat or voice message, and ends 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.
For more information about billed conversations, read Cognigy Billing Policy.