1. What is a resolution?
A resolution is the outcome our customers care about most: the visitor got the answer they needed and left satisfied.
Resolution type | How it happens | What you pay |
Confirmed resolution | The visitor explicitly indicates success (e.g. “Thanks, that fixed it!”) inside the same chat or clicks "Thumbs Up" | 1 billable resolution |
Assumed resolution | After Fullview AI’s last reply, if the customer does not leave explicit feedback (i.e ignores the feedback request) and the customer does not request more help. | 1 billable resolution |
Please note that if you are using Fullview AI with your helpdesk (e.g Intercom, Salesforce Service Cloud, Zendesk) you need to make sure you are properly sending the customer feedback events to back to Fullview.
2. What breaks a resolution?
A chat will not be billed if:
The customer clicks “Talk to a person” or types a similar request to escalate the same thread to a human.
The customer gives negative feedback (★☆☆☆☆, “That didn’t help”, Thumbs Down, etc.)
If any of these happen, the conversation is marked unresolved and you pay nothing.
3. Why off‑channel escalations (phone, email) don’t affect the charge.
Today Fullview AI only observes events inside the chat widget. If a visitor:
Calls your support line, or
Sends a new email to the help‑desk, or
Starts a brand‑new chat conversation
…those actions create separate tickets that our system cannot automatically stitch to the original chat. The original “assumed resolution” therefore stands. This limitation is identical to other customer support AIs on the market and follows industry standards.
5. Billing timeline
Event | When it happens |
Resolution recorded | Immediately when confirmed. |
Usage preview updates | Within seconds on AI Library in your Fullview account. |
Charge applied | On your normal billing cycle |
6. Frequently asked questions
Q. How do I audit assumed resolutions?
You can review all AI interactions and resolution in your AI Library and even watch screen recordings to understand exactly what happened.
Q. What happens if the bot only responds to “Hi”?
Greeting‑only replies are not counted. We charge per resolution under Pay By Resolution pricing plans.
7. Key take‑aways
You only pay when Fullview AI resolves the issue and no human help is needed.
Off‑channel follow‑ups are not visible to the system, hence opening new conversations or tickets will result in new separate resolutions, as per industry standards.