Channel Types & Usage
Unlimited Channels
- No message limits: Customers can engage in unlimited conversations across supported channels
- No per-message fees: These channels operate without transactional costs
- Available channels: Web chat, in-app messaging, social media messaging (excluding paid options)
Paid Channels
- Included starter pack: 25 conversations per user per month (pupm) with Digital Engagement SKU
- Pooled usage: Conversations can be shared across users
- Rollover policy:
- Unused conversations carry over monthly within contract term
- Balance resets at contract renewal
- Current paid channels:
- SMS (generally available)
- WhatsApp outbound (coming 2020)
Conversation Types & Consumption
Outbound Messages (SMS Only)
- Consumption triggers:
- Automated messages from record changes (currently available)
- Bulk campaigns via short codes (coming 2020)
- Exclusions:
- Agent-initiated 1:1 SMS counts as Paid Channel Conversation (not from outbound pool)
Einstein Bot Conversations
- Counted when:
- Bot resolves case without agent transfer
- Bot collects information before agent handoff
- Paid channel note: Using bots on paid channels consumes both:
- One Einstein Bot Conversation
- One Paid Channel Conversation
Paid Channel Conversations
- Applicable channels: SMS (current), WhatsApp outbound (future)
- Definition:
- One continuous message session between agent and customer
- Starts when agent accepts session
- Ends when agent closes conversation
- Multiple messages within one session count as single conversation
Additional Options
- Conversation add-ons: Available for purchase when starter pack is exceeded
- Usage monitoring: Real-time tracking available in admin console
This policy ensures transparent usage tracking while providing flexibility for different communication needs. Customers can optimize costs by strategically using unlimited channels where possible and reserving paid channels for high-value interactions.
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