What the bot costs, what counts as a conversation, and what happens at the limit
A customer-facing bot that answers from your verified articles, bought per bot.
The AI Answer Bot is an embeddable bot you put on your website or help center. It answers customer questions from your published, verified knowledge base articles, shows the customer which article the answer came from, and hands the conversation to a person when it is unsure. It is a paid add-on on the Ultra plan, bought and billed per bot, and it is not included in the plan price. The autonomous ticket-resolution agent, which drafts and resolves tickets for your own agents, is a different product with its own rules. See AI Autonomy Controls for that one.
Per bot, monthly or annually, in US dollars.
One conversation is counted the first time the bot answers.
A conversation is counted at the first bot answer. Everything before that point is free: a customer opening the widget, browsing your help center, or searching your articles never counts. Once the bot has answered, the rest of that conversation is covered by the same count, no matter how many follow-up questions the customer asks in it. A conversation the bot escalates to a person without answering is not counted either.
The monthly allowance resets. Purchased credits persist.
Each bot's 500 included conversations reset at the start of every month, and unused ones do not carry over. If you need more in a given month, you can buy extra conversation credits:
Purchased credits do not reset with the month. They stay on your account until they are used or until they expire, 12 calendar months after purchase. Conversations are drawn in a fixed order: the month's included allowance first, then purchased credits, oldest pack first.
The bot stops answering and falls back to article search.
When a bot has used its included conversations for the month and has no conversation credits left, it stops answering. The widget stays up and falls back to article search, so a customer can still find and read your published articles, still open a ticket, and still ask for a person. Nothing is charged automatically to keep the bot answering. Add conversation credits and the bot resumes straight away; otherwise it resumes on its own when the included allowance resets at the start of your next month.
One trial per organization, for a $1.99 deposit credited to the first month.
You can try one bot for 14 days for a $1.99 deposit. If you keep the bot, the deposit is credited to your first month, so the trial costs nothing extra. The trial is limited to one per organization. This deposit is separate from the $2.99 deposit on a Laureo plan trial, and paying one does not pay the other.
Every conversation is kept so you can read what the bot said.
Every conversation the bot handles is stored with its full transcript: what the customer asked, what the bot answered, which articles it cited, and whether it escalated to a person. Read them from the answer bot section of your service settings. Transcripts are the fastest way to find the questions your knowledge base does not answer yet, so it is worth reading the escalated ones regularly and turning the gaps into articles.
Instructions steer the bot. The output check is what stops a reply.
You can give the bot written instructions covering tone, length, and how you want it to handle particular topics. Treat those instructions as guidance, not a guarantee: written rules steer how the model writes, but they cannot by themselves make a topic impossible to raise.
What actually stops a reply is the output check that runs on every answer before it reaches a customer. It reads the drafted answer and escalates the conversation to a person instead of sending it when the answer would quote a price, promise a refund, or accept liability, and when the subject falls inside the safety floor. That floor always escalates and cannot be turned off or lowered by an instruction.