How are Assists counted

Asa pricing is based on assists — only when we meaningfully help. You’re charged when Asa actually contributes to a shopper’s journey, not just replies. No handoffs, no filler — just real value, clearly counted.

What is an assist?

An assist is counted when a conversation ends in one of two ways:

• Confirmed Assist – The shopper clearly indicates Asa was helpful (e.g. clicks “That helped” or takes a conversion action like Add to Cart).
• Unconfirmed Assist – The shopper leaves without confirming help, but also without requesting more.

How an Assist is Counted

A conversation counts as an assist if:

• The shopper confirms it was helpful by:
• Clicking That helped 👍 quick reply.
• Typing clear affirmation (e.g., "Thanks, that helps", "That solves it" etc.).
• The shopper takes a high-intent action, such as:
• Add to Cart, Buy Now, or Visit Product Page
• The shopper leaves the conversation without asking for more help.

A conversation does not count as an assist if the shopper:

• Clicks Get more help 👤 quick reply.
• Asks for further assistance or requests a human

Assist Timeframe

Shoppers have 12 hours to return to a conversation and request more help. If no further assistance is needed within that window, it counts as a Unconfirmed Assist, ultimately counted towards assists.

How Assist Status Tags Work

In your Inbox, each conversation is tagged based on how it ended:

• Assited: The customer is satisfied with the response.
• Confirmed Assist – The shopper clearly confirms the response was helpful (e.g. clicks That helped 👍 or takes a conversion action)
• Unconfirmed Assist – The shopper leaves without asking for more help (within a 12-hour window, it’s counted as a helpful assist)
• Unassisted: The shopper requests more help (e.g. clicks Get more help 👤 or asks for human support)