Interactions
Understand interaction consumption and purchase more when needed.
Understand interaction consumption and purchase more when needed.
Requires the Manage 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
1
Voice messages
Transcribed voice messages exchanged with customers
2
Emails
Emails exchanged with customers
1
Auto-tags
Automatic assignment of relevant tags to chats, tickets, and people
2
Auto-field
Automatic population of custom fields based on conversation context
2
Summaries
Summaries, sentiment and emotion analysis for chats, tickets, and people
2
Insights
Generate text and graphical analysis from your data with the in-platform advisor and full-screen webchat
2
Scrapes
Scrape and analyse social media posts and comments across Facebook, X, app stores, and websites
2
Generation of LLM responses or performance of LLM tasks, such as extractions, within a workflow
2
Auto team match
Automatic assignment of tickets and livechats to the most relevant team based on the person's enquiry
2
Send API
API calls made from within a workflow
1
SQL query
Execution of SQL queries within a workflow
1
Mediation
AI-assisted dispute mediation through the Inbox co-pilot; interactions are consumed per response while in mediation mode
2
Several interaction types are available only on specific plans. Check the Pricing for the most relevant overview of available features.
The usage breakdown on the Plan & billing page lets you see how many of each interaction type your workspace has consumed over a date range you choose. The detailed usage chart on the same page lets you chart that same usage over time, filtered and segmented.
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, several actions become blocked: sending or receiving billable messages in Livechats or Tickets, triggering AI Analysis on a conversation, generating an Inbox Copilot reply, and translating a message. These remain blocked until the earlier of:
The monthly billing anniversary
Additional interactions are purchased
Plan is upgraded
What counts as a billable message
A conversation only starts consuming Messages interactions once it includes a message from a customer or a live agent (including a message sent through a connected helpdesk integration, such as Zendesk). Conversations handled entirely by an AI agent — where the customer never replies and no live agent joins — don't consume interactions, with one exception: an email sent by an AI agent always consumes an interaction on its own, whether or not the customer ever replies or a live agent joins. For example, the confirmation email an AI agent sends when it creates a ticket through the Create ticket action counts immediately, even if the ticket never gets a reply.
Once a conversation reaches the point where it's consuming interactions — either because a human joined, or because the AI agent sent a qualifying email — all of its billable messages count, including AI agent messages sent earlier in the same conversation, as long as they were sent within the current billing period.
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, buy Interaction bundles
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, bought from Settings → Workspace → Plan & Billing.
Each bundle costs $100 and provides an additional 2,000 interactions, consumable within the current monthly billing period. You can buy up to 50 bundles (100,000 interactions) in a single purchase, and there's no limit on how many separate purchases you can make within a period.
Auto top-up
Enable auto top-up of additional interactions from the same Plan & Billing page. When it's on, Proto automatically buys one bundle on your behalf once the interactions remaining for the period drop to or below a threshold you choose — set the threshold to 0 to only top up once your allotment is fully used. This helps make sure your AI agents and live agents don't lose service mid-period.
Auto top-up charges your card off-session, so it requires a payment method already on file; attempting to turn it on without one shows an error asking you to add a payment method first, without enabling the toggle.
If an automatic top-up payment fails (for example, a declined card), a notice on the Plan & Billing page lets you update your payment method and retry — retrying re-attempts the same charge rather than creating a new one.
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