How are Assists counted

How are Assists counted

Asa pricing is based on Assists — only when we meaningfully help.

You’re billed when Asa resolves a shopper’s buying-related need without a human handoff. No greetings, no filler — just real value, clearly counted.

What is an assist?

An Assist is a resolved, buying-related conversation completed fully by Asa.

It counts whether the shopper is purchasing now or simply getting information to move closer to purchase — just like a store associate on the shop floor.

Examples of Assists:

• Product recommendations
• Buying guidance (e.g., “Which moisturizer is best for sensitive skin?”)
• Pre-purchase questions (shipping, returns, ingredients, sizing)
• Objection handling (e.g., “Is this safe for pregnancy?”)
• Cross-sell or upsell suggestions

❌ What does not count as an Assist?

• Greetings or small talk with no commercial intent
• Off-topic conversations unrelated to purchase
• Pure post-purchase support (e.g., order tracking) with no upsell
• Any conversation escalated to a human agent

How an Assist is Counted

A conversation counts as an Assist if:

1. The shopper’s need is resolved by Asa within a session (30-minute inactivity window).
2. The shopper either:
• Confirms Asa was helpful (e.g., clicks That helped 👍 or types clear affirmation).
• Takes a buying action (Add to Cart, Buy Now, Visit Product Page).
• Leaves without asking for further help.

If unresolved, the conversation moves into Closed state for a 12-hour grace period:

• If the shopper comes back and requests a human → Redirected (not billed).
• If the shopper doesn’t return → finalizes as Assisted (billed).

🕐 Why the 12-hour grace period?

It ensures shoppers have enough time to return if they still need help — so you’re never billed for an unresolved conversation. If no further assistance is requested within that window, it counts towards assists. These apply only once at conversation level.

📊 How you track Assists

In your Inbox, every conversation is tagged:

• Ongoing → Shopper still active in the session. Sessions are automatically marked as Closed with 30 minutes of inactivity
• Closed → Ended, waiting for 12-hour window before marking it Assisted or Redirected
• Assisted → Resolved by Asa (billed)
• Redirected → Handed off to a human (not billed)

You can review every finalized Assist in your dashboard for full transparency.

📈 How Assists affect your plan

Your plan includes a set number of Assists per month.

• Assisted conversations → Count toward your plan
• Redirected or non-commercial chats → Do not count