Interactions
Understand interaction consumption and purchase more when needed.
Requires the Manage plan & billing user permission to edit.
Monthly Allotment
Proto consolidates your contact centre and business intelligence – including messages, summaries, scrapes, insights, and translations.
Interaction types:
Messages
Text messages exchanged with customers
Voice messages
Transcribed voice messages exchanged with customers
Emails
Emails exchanged with customers
Translations
Real-time translation for live agents in the Inbox across 100+ languages
Auto-tags
Automatic assignment of relevant tags to chats, tickets, and people
Auto-field
Automatic population of custom fields based on conversation context
Summaries
Summaries, sentiment and emotion analysis for chats, tickets, and people
Insights
Generate text and graphical analysis from your data with the in-platform advisor and full-screen webchat
Scrapes
Scrape and analyse social media posts and comments across Facebook, X, app stores, and websites
Several interaction types are available only on specific plans. Check the Pricing for the most relevant overview of available feature.
Each plan also provides a different monthly allotment of interactions for your workspace:
Starter
1,000
Lite
5,000
Pro
25,000
Total
50,000
Enterprise
100,000+
If that volume is surpassed then your AI agents and live agents will be unable to start new conversations or communicate through existing conversations until the earlier of:
The monthly billing anniversary
Additional interactions are purchased
Plan is upgraded
Topping Up
More interactions can be purchased for immediate use in these ways:
Starter
Upgrade to any paid plan
Lite, Pro, Total
Upgrade your plan; or,
Enterprise
Additional interactions are consumed automatically and are reconciled in future invoices. View the rates here.
Interactions bundles
Additional interactions bundles are one-time purchases available for the Lite, Pro, and Total plans.
Each bundle provides an additional 2,000 interactions, consumable within the current monthly billing period. It's possible to purchase any number of additional bundles.
Enable auto top-up of additional interactions in the Workspace's Plan & Billing settings. This will ensure that your AI agents won't ever go down. You'll be billed only when you have reached your monthly limit.
Additional Interactions Bundles do not carry over to the subsequent monthly billing period. For example, if you purchase 5,000 additional interactions on the 10th day of the month, and the billing anniversary falls on the 25th, the workspace will be able to consume the additional interactions until the 25th. The total interactions resets to the plan's allotment on the monthly billing anniversary.
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