Clarification on what's included on the CSM standard plan

[Phil Sanders]

Total newbie here, bear with me. I have some questions about plans:

1. According to the pricing page the free service collection plan gives you 3 (human) agents. The Standard plan is $25 per agent/month. So does that mean on standard you also get 3 free agents and pay for every agent above that? Or do you not get any free agents?

I ask because the customer-facing AI agent support widget that you can set up on a support website is not available on the free plan. So we'd have to go to the standard plan to get this even though at this stage we only need 2 human agents.

So do we need to decide between paying for the human agents to get the AI agent vs staying on the free plan but no AI agent, or do I get free human agents on standard?

2. Again on the pricing page, under Customer Service Management it says Rovo Customer Service "Included. $1 per resolution." Is this referring to the chat widget on our support site or something else? What would trigger this cost?

Thanks

[Dexter de Vera · Accepted solution]

Hi @Phil Sanders 

The 3 agent allowance is specific to the Free plan. Once you move to the Standard plan, billing is based on the number of agents you have. There is no free agent. if the AI customer facing support widget is a feature you need, you would need to upgrade and pay for the agents in order to access that specific functionality.

Secondly, the "$1 per resolution" charge for Rovo Customer Service refers to AI assisted resolutions rather than simply enabling the chat widget itself. A resolution is typically counted when the AI successfully handles and resolves a customer request without requiring human agent intervention.

In other words, enabling the widget does not automatically add any charges, when the AI independently answers and resolves a customer's issue, that would typically be considered a billable resolution, but the customer interactions that are escalated to a human agent would generally not count as AI resolutions. 

Hope it helps.

Thanks!

[Phil Sanders]

Thanks!