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Charging unfinished sessions

Posted on by 681

Hi there,


We have a chatbot on our website and I'm analysing daily the data that comes in and out and noticed that from 23/08/22 to 01/09/22, the billing session increased more than 99%.


Most of the traffic from the chat bot is handed-off to an agent on Dynamics 365 Customer Service and the sessions are mostly not closed of. So, I would like to know what's the reason of the increase as the other bots with the same purpose that we have, the sessions used are less than 1/5 than the one mentioned above.


Kind regards,


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