TL;DR
Understand exactly how conversations are counted in LutinGénie. A detailed guide to optimize your usage and avoid surprises on your bill.
📊 Total Transparency
We believe in total transparency. This guide explains exactly how conversations are counted in LutinGénie, so you understand your billing perfectly.
What is an AI Conversation?
An AI conversation is a complete interaction between a customer and your LutinGénie assistant. It starts when a customer sends their first message and ends when:
- ✓ The customer's question is resolved
- ✓ The conversation is closed or resolved
- ✓ The customer stops responding (after a period of inactivity)
What Counts as 1 Conversation
Here are concrete examples of what counts as one conversation:
✅ Example 1: Simple Question
Customer: "What are your opening hours?"
LutinGénie: "We're open Monday to Friday from 9am to 6pm."
Result: 1 conversation
✅ Example 2: Multiple Messages
Customer: "Where is my order?"
LutinGénie: "What's your order number?"
Customer: "#12345"
LutinGénie: "Your order is being shipped..."
Result: 1 conversation (same session)
What Does NOT Count
To be completely transparent, here's what doesn't count in your billing:
❌ What Is NOT Counted
- Internal tests: Test conversations from your dashboard
- Previews: Conversation previews in the admin interface
- Admin actions: Configuration changes, settings, etc.
- System messages: Automatic notifications and system messages
- Cancelled conversations: Conversations that never received a response
AI Conversations vs Human Conversations
Not all conversations are the same. Understanding the difference helps you choose the right plan and features:
🤖 AI Conversations
- ✓ Handled automatically by your LutinGénie assistant
- ✓ Fast, available 24/7
- ✓ Count toward your monthly plan
- ✓ Enhanced with Enchantements (Memory, Emotion, Escalation, Polyglot)
- ✓ Can escalate to humans when needed (with Escalation Power)
👥 Human Conversations
- ✓ Handled by your human agents
- ✓ Available when agents are online
- ✓ Included in Professional+ plans
- ✓ Unlimited in Professional+ plans
- ✓ Perfect for complex issues requiring human judgment
How Enchantements Enhance AI Conversations
Not all AI conversations are created equal. Enchantements add "superpowers" to your assistant, making each conversation more intelligent and effective:
✨ The Power of Enchantements
- Memory Power (€3/month): Your AI remembers up to 50 messages instead of 10, creating more context-aware conversations
- Emotion Power (€5/month): Detects customer emotions and adapts tone automatically - empathetic for frustrated customers, enthusiastic for happy ones
- Escalation Power (€8/month): Intelligently escalates to human agents in real-time when available, or creates organized follow-up tasks when agents are away
- Polyglot Power (€5/month): Communicates fluently in 10+ languages, automatically detecting and responding in the customer's preferred language
How Escalation Works: Agents Online vs Offline
With Escalation Power, your AI intelligently handles escalations based on agent availability:
✅ Agents Online & Available
When agents are online (isOnline: true and isActive: true):
- • System checks agent availability first (pre-flight check)
- • Creates a HandoffRequest for real-time connection
- • Connects customer to agent via WebSocket
- • Customer message: "Perfect! We're connecting you with one of our agents right now. They'll be with you shortly."
⏸️ Agents Offline/Away
When no agents are available (isOnline: false or no agents exist):
- • With Escalation Power: Creates a CustomerFollowUps follow-up task automatically
- • Task is automatically labeled and prioritized
- • Customer message: "An agent will contact you soon. We've created a task for our team."
- • Without Escalation Power: Provides contact information and business hours instead
🔑 Key Point
The system checks agent availability before deciding between a real-time handoff or a follow-up task. It does not offer to connect when agents are offline; it creates a follow-up task instead (if Escalation Power is enabled).
New Conversation vs Continuation
A common question: when does a new conversation start?
🔄 When a New Conversation Starts
- The customer starts a new chat after closing the previous one
- The customer returns after a period of inactivity (30 minutes)
- The customer asks a new question unrelated to the previous conversation
➡️ When the Conversation Continues
- The customer responds within 30 minutes of the last message
- The customer asks a follow-up question related to the current conversation
- The conversation hasn't been explicitly closed
Optimizing Your Usage
Now that you understand how conversations are counted, here's how to optimize your usage:
💡 Optimization Tips
- • Encourage customers to ask all their questions in one session
- • Use quick responses for frequently asked questions
- • Configure your assistant to resolve issues in one conversation
- • Monitor your usage from your dashboard
⚠️ Things to Avoid
- • Don't close conversations prematurely
- • Avoid testing with real customer conversations
- • Don't create multiple conversations for the same question
- • Use test mode for your internal tests
Monitoring Your Usage
LutinGénie gives you complete visibility into your usage:
📊 Dashboard
- Conversations used: See how many you've used this month
- Conversations remaining: How many you have left in your plan
- Detailed history: All your conversations with details
- Alerts: Notifications when you approach your limit
Frequently Asked Questions
Q: If a customer asks 10 questions in one session, is that 10 conversations?
A: No, it's 1 conversation. Regardless of how many messages are exchanged in the same session.
Q: What happens if I reach my limit?
A: You can add a conversation pack or upgrade to a higher plan. Your assistant continues to work.
Q: Do test conversations count?
A: No, test conversations from your dashboard don't count toward your billing.
Summary
Understanding how conversations are counted helps you optimize your usage and avoid surprises. Remember:
- ✓ 1 conversation = 1 complete customer interaction
- ✓ Multiple messages in one session = 1 conversation
- ✓ Tests and admin actions don't count
- ✓ You have complete visibility into your usage
Need more conversations? Add a conversation pack or upgrade to a higher plan. You always keep what you've paid for, even if you change plans.