When the allowance runs out

When the AI resolutions in your plan are used up for the month, new tickets go straight to your helpdesk, and your dashboard shows a notice. They never go to a Human Node. Your team answers them in Gorgias, as it answers the volume you do not route to Razviel.

What happens to new tickets

• They go to your helpdesk. New tickets that would have reached Razviel go to your Gorgias instead.
• Your dashboard tells you. A notice says that you have reached the capacity of your plan, and suggests increasing it.
• They are still captured. Razviel keeps capturing and classifying these tickets, so your dashboards still show your whole support volume.

These tickets are not worked by Razviel before they reach you. They arrive as they came in, without the context package that an escalated ticket carries. What an escalated ticket carries is described in What reaches your helpdesk.

Why they never go to a Human Node

Every ticket that reaches Razviel starts with the AI, and a Human Node only receives a case the AI has already prepared. With no AI resolutions left, there is no first step for a ticket to take, so nothing can reach a Human Node. The overflow goes to your team.

Your invoice

Your invoice is the price of your plan, and Razviel publishes no overage rate. Volume above your plan's capacity is not a failure of the service, and does not give rise to a credit or a refund.

Increase your capacity

Razviel never increases your plan on its own. It tells you when you reach the limit, and you decide whether to increase it. See Add or remove capacity.

How the allowance is counted is explained in Your AI resolution allowance.