Usage

The Usage page shows how much of your plan you are using, broken down by conversations, agent runs, and channel activity. Use it to understand your consumption patterns and anticipate when you might need to adjust your plan.

Usage overview

At the top of the page, you will see your current usage against your plan limits:

• Conversations: The total number of conversations handled in the selected period, compared to your plan allowance
• Agent runs: The total number of agent invocations, compared to your plan allowance

Progress bars show how close you are to your limits at a glance.

Conversation breakdown

The conversation section provides two views:

Resolution chart: Shows how conversations were resolved:

• Resolved automatically: Handled entirely by the assistant without human intervention
• Human-resolved: Required an operator to step in and complete the conversation

Channel distribution: Shows where conversations are coming from (email, chat, WhatsApp), helping you understand which channels drive the most volume.

Intent classification

The intent breakdown shows what customers are asking about, categorised by topic. Common intents include:

• Order status enquiries
• Return requests
• Shipping questions
• Billing and payment issues
• Product information requests

This data helps you identify the most common customer needs. If a particular intent appears frequently, it may be worth adding more knowledge base entries or policies for that topic to improve the assistant’s handling.

Agent runs

The agent runs section shows how many times each agent type was invoked during the selected period. Agent types include:

• Orchestrator: Analyses incoming messages, classifies intent, and dispatches specialist agents
• Specialist agents: Handle specific tasks like looking up orders or checking inventory
• Message agent: Drafts the final reply to the customer
• Validation agent: Fact-checks the drafted reply before sending
• Learning loop agent: Extracts knowledge base and policy improvement proposals from resolved conversations

This breakdown helps you understand where the platform is spending its processing effort.

Period selector

Use the period selector to view usage over different time ranges:

• Current: The current billing period
• Previous: The last completed billing period
• 90 days: A rolling three-month view

Usage and billing

Your plan includes a set number of conversations and agent runs per billing period, and the Usage page shows where you stand against those allowances.

To stay ahead of your allowances:

• Monitor your usage regularly, especially mid-period
• Watch the progress bars, and note when you are consistently approaching your limits
• Open the Settings > Billing page for the details of your current plan

For anything about your plan, contact your account manager or visit the billing settings page.