Billable Conversation Definition
This page defines what counts as a billable conversation on Agent Red. It is the binding reference document for usage metering and billing disputes.
Version: 1.0.0 Effective date: Aligned with your Terms of Service effective date.
What is a conversation?
A conversation is a single customer interaction session with Agent Red's AI pipeline. Each conversation receives a unique conversation_id and is processed through the six-agent pipeline (intent classification, knowledge retrieval, response generation, escalation detection, analytics, and content safety).
One conversation = one billable unit, regardless of how many messages are exchanged within it.
When does a conversation start?
A conversation starts when the first customer message is received and a new conversation_id is assigned by the system.
When does a conversation end?
A conversation ends when any of the following occur:
| Condition | Description |
|---|---|
| Idle timeout | No messages received for 30 minutes |
| Customer ends | The customer explicitly closes the conversation |
| Escalated | The conversation is escalated to a human agent |
| Turn limit | 50 conversation turns (customer-AI message pairs) are reached |
If a customer returns after the 30-minute idle timeout, a new conversation is started with a new conversation_id.
What is NOT billable?
The following interactions are never counted as billable conversations:
| Interaction type | How it's identified |
|---|---|
| Test conversations | conversation_id starts with test_ |
| Admin interactions | conversation_id starts with admin_ |
| Health checks | conversation_id starts with health_ |
| System operations | conversation_id starts with system_ |
| Pre-response errors | A platform error occurs before the first AI response is delivered |
How are conversations consumed?
Each billable conversation is consumed in a specific order (three-tier consumption):
1. Included allowance (free with your subscription tier)
↓ (exhausted)
2. Pack balance (pre-purchased conversation packs, oldest-first)
↓ (exhausted)
3. Overage (billed per-conversation via your payment method)
Included allowance
Every subscription tier includes a monthly conversation allowance:
| Tier | Included conversations/month |
|---|---|
| Starter | 1,000 |
| Professional | 5,000 |
| Enterprise | 20,000 |
The included allowance resets at the start of each billing period. Unused conversations do not roll over.
Conversation packs
Pre-purchased conversation packs are consumed after the included allowance is exhausted. Packs are consumed FIFO (first-in, first-out) — the oldest pack is drawn from first. Packs expire 90 days after purchase.
| Pack size | Price | Effective rate |
|---|---|---|
| 1,000 | $29 | $0.029/conv |
| 5,000 | $99 | $0.020/conv |
| 20,000 | $249 | $0.012/conv |
Overage
Conversations beyond the included allowance and pack balance are billed as overage at your tier's rate:
| Tier | Overage rate |
|---|---|
| Starter | $0.04/conv |
| Professional | $0.025/conv |
| Enterprise | $0.015/conv |
Proactive alerts
Agent Red sends alerts before you incur unexpected charges:
| Alert | Trigger |
|---|---|
| 80% warning | 80% of included allowance consumed |
| 100% notice | Included allowance fully consumed |
| Pack balance low | Less than 10% of pack balance remaining |
| Volume spike | Daily volume exceeds 2x your 7-day trailing average |
Alerts are delivered to the merchant dashboard and via the notification channel configured in your account settings. Each alert fires once per billing period.
Transparency and auditing
Real-time dashboard
Your merchant dashboard shows real-time usage including: conversations used, remaining allowance, pack balance, overage count, and estimated overage cost.
Per-conversation audit trail
Every billable conversation is recorded with: conversation ID, status, customer identifier, message count, turn count, timestamps, pipeline stages invoked, model used, and content safety pass/fail. This data is accessible via the dashboard and exportable as CSV.
Daily reconciliation
We perform daily automated reconciliation between our internal conversation counter and the billing system. Any discrepancy exceeding 5% is flagged for manual review.
Dispute resolution
If you believe a conversation was incorrectly billed, contact support@remakerdigital.com with the conversation ID. We will review the audit trail and resolve the dispute within 10 business days.
Billing examples
Example 1 — Within allowance: Starter tier merchant uses 800 conversations in a month. All 800 are covered by the 1,000 included allowance. No additional charges.
Example 2 — Pack consumption: Starter tier merchant uses 1,200 conversations with a 1,000 pack purchased. First 1,000 from included allowance, next 200 from the pack. No overage charges.
Example 3 — Overage: Starter tier merchant uses 1,500 conversations with no packs. First 1,000 from included allowance, remaining 500 billed as overage at $0.04 each = $20.00 overage charge.
This document is published as part of Agent Red's commitment to transparent, predictable billing. For billing inquiries, contact support@remakerdigital.com.
© 2026 Remaker Digital, a DBA of VanDusen & Palmeter, LLC. All rights reserved.
Was this page helpful?