Asa AI Agent Resolutions

At Alphablocks, our Asa AI pricing is based on resolutions. A resolution is counted toward billing when ASA provides a satisfactory response.

What is a resolution?

A resolution occurs when a conversation concludes with either:

• A hard resolution – The customer explicitly confirms that the Asa AI’s response was helpful.
• A soft resolution – The customer exits the conversation without requesting further assistance.

How a Resolution is Counted

A conversation is considered resolved if:

• The customer confirms satisfaction by:
• Pressing the That helped 👍 quick reply.
• Entering an affirmative response (e.g., "Thanks, that helps", "That solves it" etc.).
• The customer does not request further assistance and leaves the conversation.

A conversation is considered unresolved if the customer requests more help by:

• Pressing the Get more help 👤 quick reply.
• Entering a response that suggests their issue is unresolved (e.g., requesting human support).

Resolution Timeframe

Customers have 12 hours to return to the conversation and indicate whether the AI’s response was helpful. If no further assistance is requested within this period, the conversation is considered a soft resolution.

How Resolution Status Tags Work

In Inbox, each AI conversation is assigned a status tag:

• Resolved: The customer is satisfied with the response.
• Hard Resolved – The customer explicitly confirms satisfaction by selecting That helped 👍.
• Soft Resolved – The customer neither confirms satisfaction nor requests further assistance within 12 hours.
• Redirected: The customer requests further assistance by selecting Get more help 👤 at any point during the conversation.