Automation Allowances & Rates

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When a customer interaction is fully automated by Gnatta Workflow, with no human agent intervention, it will be billable as an automated Resolution. Most Gnatta plans include an allowance of Resolutions, and you’ll only be billed for Resolutions outside of your allowance. This article will cover the specific rates, allowances and plans available for automated Resolutions.

About Resolutions

Automated Resolutions are valuable because:

1. They are cheaper than a non-automated interaction, because there is no human cost

2. They provide customers with an immediate response and solution to their issue

Not all automations count as a Resolution - here’s what’s excluded:

• Partially Automated: Interactions where Gnatta has sent some automated communications, but the customer still reaches a human agent to completely resolve their issue, will not be counted.

• Cooling Off Period: If the customer gets in touch within 48 hours of an automated Resolution and reaches a human agent, their interaction won’t be counted (as their issue wasn’t truly resolved by automation). Each time a customer gets in touch the cooling off period will be reset.

• Internal Automations: Workflows that are carrying out internal automation needs, such as routing or assignation duties, will not contribute to your Resolutions count.

Resolution allowances

Some Gnatta plans come with an included allowance, or quota, of Resolutions. Refer to the table below for the current allowances. If your current Gnatta plan doesn’t provide enough automated Resolutions, you can pay-as-you-go, or purchase an add-on to your plan. See the next section for more information.

Users vs Seats

In the table above, some plans are ‘per user’, and some are ‘per seat’. This is because some Gnatta tiers aren’t paid per named user, they’re billed based on the number of users you need logged in at the same time. Per seat plans can have unlimited agents, sharing only the number of licenses you actually need - like desks in an office.

Resolution subscriptions

If you use more Resolutions on your Gnatta domain than are included in your allowance in a given month, and you don’t have an additional Resolution subscription, they’ll be billed at our standard PAYG rate of £1.00 per Resolution. By committing to a Resolutions subscription, you can reduce you per unit cost AND your overage costs.