How AI Resolution Billing Works
With TxtCart's AI Agent, you're only charged when the AI actually helps your customers. This article explains exactly what counts as a resolution, what doesn't, and how charges appear on your bill.
What Is a Resolution?
A resolution is when the AI Agent fully addresses a customer's question or request in a conversation. Each conversation has a 24-hour session window; all messages exchanged within that window are part of one session.
A session is considered resolved when every question or request the customer raised has been answered or handled. You're charged once per resolved session, not per message.
What Counts as a Resolution
Here are common examples of resolved sessions:
Order & Account Actions:
Customer asks, "Where's my order?" → AI looks up tracking info and provides a delivery estimate
Customer asks to cancel an order → AI confirms and cancels the unfulfilled order
Customer wants to start a return → AI initiates the return process and connects them with your team
Customer asks for a discount → AI provides an available discount code, approved and configured for that flow or campaign.
Questions Answered:
Customer asks "What's your return policy?" → AI answers using your knowledge base
Customer asks about a product → AI searches your catalog and provides details
Customer asks "Do you have this in stock?" → AI checks real-time inventory and responds
What Does NOT Count as a Resolution
You are not charged in these situations:
Situation | Why It's Not Billed |
AI can't answer and escalates to your team | The AI didn't resolve the issue — your team did |
Customer says "thanks" or "ok" | Simple acknowledgments aren't requests |
Customer sends off-topic or spam messages | Not related to your store |
Customer is just chatting ("how are you?") | Social conversation, not a support request |
AI gives a generic response because it lacks knowledge | If the AI doesn't have the information to help, you're not charged |
Customer asks to opt out of SMS | Opt-outs are handled automatically at no charge |
How Sessions Work
A session starts when a customer sends their first message and lasts 24 hours. During that window:
A customer might ask multiple questions — that's still one session
All questions must be resolved for the session to count as resolved
If even one question goes unresolved, the entire session is not billed
1. Example: Single Session, Multiple Questions:
Customer: Where's my order #1234?
AI: Your order shipped yesterday! Tracking number is XYZ, estimated delivery is Thursday.
Customer: Great, thanks! Also, do you offer free returns?
AI: Yes! We offer free returns within 30 days of delivery. Just text us "return" when you're ready to start the process.
This is one resolved session with two questions answered = one charge.
2. Example: Partial Resolution (Not Billed):
Customer: Where's my order? Also, can I change the shipping address?
AI: Your order shipped yesterday with tracking XYZ! For the address change, let me connect you with our team since the order is already in transit. (AI escalates to your team)
The order status was answered, but the address change required escalation. Since not all questions were resolved by the AI, this session is not billed.
3. Example: Not a Resolution:
Customer: hey
AI: Hey there! I'm Lindsay from [Store]. How can I help you today?
Customer: just browsing lol
AI: No problem! Let me know if you have any questions. 😊
No questions were asked or answered. Not billed.
How Much Does It Cost?
Each resolved session is billed at your plan's per-resolution rate. Your specific rate may vary based on your plan — check your plan details in the dashboard.
When Are Charges Posted?
Resolution charges are processed daily. The billing system reviews the previous day's finalized sessions and posts charges to your Shopify account. Charges appear as "AI Resolution Fee" on your Shopify bill.
During Your Trial
If you're on a trial, AI resolutions are tracked against your trial usage cap. No charges are posted to Shopify during the trial period — you can see your usage accumulating in the dashboard.
Tips for Resolving, Without Escalating
Add Verified Answers for common questions — The more questions your AI can answer confidently, the more resolutions it earns (and the fewer escalations your team handles manually)
Keep your knowledge base up to date — Stale or missing information leads to escalations instead of resolutions
Review escalation reasons — If the AI is escalating questions it should know the answer to, add that knowledge to your Knowledge Base
Use the Playground — Test your setup to make sure the AI handles your most common questions before going live
💡Tip:
Still have questions?
Please feel free to reach out to our wonderful Support team at support@txtcart.ai or via Live Chat.