Hi,
It's 1 billable message for every message that an agent sends. May it be a greeting or a response. 1 non AI message by agent = 1 message unit consumed.
However, after recently posting a chatbot on our website, we've seen over 90k billable messages being consumed with all of them showing as the "SessionOutcome" being "Unengaged" in the span of 3 days. This is without anything showing in the "ChatTranscript" and no "InitialUserMessage" under the Analytics/Sessions tab. Note from the range and data set below, there was only 27 actually recorded conversations.
e.g.
It appears that as if every page load, ping to the site (say google analytics or something checking if the site is live) etc is causing a message to be billed even though the chatbots are fully unengaged.
As a result, we ran a set of specific tests to validate in which scenarios an interaction/message being sent from the agent is being recognised as a billable message and have found that even in scenarios where there was no "Conversation Start" topic set up, aka the agent was not sending any message, we still appear to be charged a billable message. This is under a scenario where you literally just let the chatbot load, either embedded on a website or the demo site and then close the browser without any interaction or any messages being sent.
e.g. in the below example, Test IDs 3 and 7 should not be billed as no message was sent by agent or user.
How do we know these are being billed? Because all of the "Unengaged" messages in the first screenshot above have come out of our capacity.
Has anyone else come across this?
The only alternative we have come up with so far to try and control this while still being able to send a greetings message would be to have javascript code that would only set the source of the embedded iFrame to the chatbot if the user clicks the chatbot icon on the website.
