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.