What is a bot session?

Modified on Tue, 5 Apr, 2022 at 9:31 AM

A bot session is any unique interaction between an end-user and a bot:

  • On email, every email response is counted as 1 bot session
  • On voice, every voice bot response is counted as 1 bot session
  • On chat, all end-users to bot interactions in a day are counted as 1 bot session and lasts for a maximum of 24 hours. 

Only customer-facing AI bot features consume bot sessions while agent-facing AI features and bots don’t consume bot sessions.

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