1. Introduction

An interaction can be defined as a user action (a query or a message sent or an action taken in terms of a button/option-click) leading to single or multiple responses from the chatbot. An individual conversation or session of a user with a bot will typically consist of multiple back and forth interactions.

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In the above example, the user query and the subsequent bot responses count as a single interaction, as it's just one message from the user.

2. Additional Cases & Types

2.1 Live Chat

With respect to Live Chat responses as well, the above holds true just that the response would be from the human agent and not the chatbot.

2.2 Broadcast

Outside of the above, each outbound message per user sent as part of a broadcast or a campaign would be treated as a single interaction.

2.3 File Uploads

File Uploads are tracked separately and besides the regular Chatbot interactions and include the scenarios where the end-user has had to upload a file to continue with the flow.

2.4 Voice Interactions

Voice interactions – Voice to Text and Text to Voice is handled using Google Voice and would be tracked/charged separately by your Google Voice account. For more details on how to set up Voice on Engati, refer to this document.

In case of issues, feel free to reach out to support@engati.com.

Updated 05 Jul 2022
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