Chatbot Billable Sessions

overview billable sessions is a usage metric now available on the platform to provide visibility into chatbot interactions at a session level this feature enables users to view total billable sessions per bot track session level interaction data access detailed breakdowns via message history and exports what is a billable session? a billable session is a unit of interaction that begins with a user initiated message and represents an active engagement between the user and the chatbot it groups all interactions within a defined activity window into a single session , which is used for tracking and billing purposes definition and rules a new billable session is created when any of the following conditions occur inactivity timeout a new session is created if there is 15 minutes of inactivity from the user conversation restart a new session is triggered when the interaction is restarted, such as page reload or refresh app reload reopening the chatbot live chat closure when a live chat is marked as resolved by the agent ended by the user this is considered the end of a session, and any new interaction will start a new billable session outbound campaign behavior (whatsapp) an outbound campaign message without any user response is not counted as a billable session a billable session is created only when the user replies , and the bot responds with a flow or even a default/fallback message conversation id vs billable session id conversation id previously referred to as session id, now renamed to conversation id on the console, represents a continuous conversation thread logic remains unchanged valid for 1 day but differs for channels website, android & ios the conversation ends at the night at 12 00 am ist for every chat example conversation for the chat initiated at day 1, 10 00 am will end at day 1, 11 59 59 am it can consist of multiple billable session in this single conversation whatsapp the conversation is active for net 24h from when the first message was sent by the user example conversation for the chat initiated at day 1, 3 00pm will end at day 2, 2 59 59 pm it can consist of multiple billable session in this single conversation billable session id represents a individual billing unit group interactions based on activity windows and defined triggers inside a conversation relationship a single conversation id can contain multiple billable sessions billable sessions are subsets within a conversation , split based on inactivity or restart conditions key concepts concept description conversation id tracks the overall conversation thread (1 day window) billable session id tracks chargeable interaction windows within a conversation session trigger events that create a new billable session (timeout, restart, chat closure) how it works (examples) example 1 continuous interaction time action 10 00 user sends message 10 05 user continues interaction 10 05 bot responds 10 30 user continues interaction result 1 conversation id 1 billable session example 2 inactivity split time action 10 00 user sends message 10 10 interaction continues 10 30 user sends new message result 1 conversation id 2 billable sessions (due to >15 min inactivity) example 3 page refresh time action 10 00 user starts interaction 10 05 user refreshes the page 10 06 user sends a new message result 1 conversation id 2 billable sessions (restart triggered) example 4 campaign interaction scenario result campaign sent, no reply no session user replies to campaign session starts bot responds billable session counted example 5 live chat closure time action 10 00 user starts chat 10 05 agent joins 10 20 chat resolved 10 21 user sends a message result 1 conversation id 2 billable sessions (closure triggered) where can you see billable sessions? analytics dashboard open chatbot > analytics > combined analytics > on the usage bar view total billable sessions available at the bot level for the selected date range message histoy user chat history go to chatbot > message history from lhs > switch to message history > see the user chat table enhanced with conversation id (renamed) billable session id (new) this allows tracking of user interactions identification of session grouping export reports downloadable message history reports include conversation id billable session id chat level data