Your AI resolution allowance

Your plan includes a monthly number of AI resolutions: tickets the AI resolves on its own, with no human involved. Only those tickets count against your plan. A ticket that needed a Human Node or your team never does.

How much your plan includes

The Core plan includes 7,000 AI resolutions a month and one Human Node. A Custom plan adds AI resolutions in steps of 1,000. See Pricing.

What counts

A ticket counts once, when all three are true:

1. It passed the AI's first checks. It is a real support request about your brand, with enough context, and not an attempt to manipulate the AI.
2. The AI actually worked on it. It gathered the context and gave an answer, carried out an action or delivered information.
3. The AI resolved it on its own. The ticket was not escalated to a Human Node or to your team.

A conversation the customer leaves in the middle also counts, as long as it was not escalated. The absence of an escalation is what marks the ticket as resolved.

What never counts

• A ticket confirmed by a Human Node.
• A ticket escalated to your team.
• What the AI stops at the door: spam, empty or meaningless messages, manipulation attempts and requests outside your brand's support. These never become tickets.
• Tickets your team handles in Gorgias without routing them to Razviel.

Razviel still captures and classifies all of these, so your dashboards show your whole support volume. What changes is only what counts against your plan.

One ticket, however many messages

A ticket counts once, whatever the number of messages in the conversation. When the same customer comes back about the same kind of request within 48 hours, it is the same ticket. A different kind of request is a different ticket.

See how much you have used

• Pulse: the Plan & Capacity card shows the AI resolutions included in your plan and how many you have used.
• Billing: open Billing from the account menu. The AI Resolutions bar shows what you have used against your limit.