Chatbot Billable Sessions

10 min

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