On this page |
\uD83D\uDCCB What's about?
AVAILABLE FROM VERSION 3.41.0
In the latest version of XCALLY, we have implemented a counter that tracks quantitative data on bot-handled conversations. Currently, the counter collects this data for internal tracking purposes. Starting from February 1st, this information will be visible directly on your XCALLY instance at the time of bot conversation billing, allowing for a clear and detailed view of automated interactions by channel.
A conversation is defined as a series of related requests from a single customer/end-user interacting with any available bot provider (AWS Lex, OpenAI, ChatGPT, Dialogflow V2).
Premises
A conversation is limited to 15 requests or 30 minutes, whichever it reaches first (if a session has 16 requests, il will be counted as 2 sessions. After 30 minutes from the start time, a session is considered complete. The term “request” refers to any call to the bot provider, regardless of the channel used
The bot intervening for the first time in an interaction must create a conversation
💬 Examples of conversation
➡️ Conversation longer than 30 minutes
A user starts a conversation with a bot at 2:00 pm. During this conversation, the user sends several requests to the bot. The conversation continues until the bot responds to the last request at 2:40 pm.
Conversation details:
2:00pm: Start of the conversation
2:05-2.40pm: User sends 7 requests, one every 5 minutes and at 2:40pm the bot answers to the last request
Analysis:
The conversation lasted 40 minutes
Even if the number of requests sent is only 7 (thus less than the limit of 15 requests), the duration of the conversation exceeded the 30-minute limit
Cost calculation:
Since the talk lasted more than 30 minutes, it is divided into two sessions:
First session: 14:00 - 14:30
Second session: 2:30 p.m. - 2:40 p.m.
Thus, the cost will be calculated as two separate sessions, despite the total number of requests being less than 15.
➡️ Conversation shorter than 30 minutes
A user starts a conversation with a bot at 3:00 pm. During this conversation, the user sends several requests to the bot. The conversation ends at 3:20 pm.
Conversation details:
3:00pm: Start of the conversation
3:02-3.20pm: User sends 6 requests, one every 3 minutes and at 3:20pm the bot answers to the last request
Analysis:
The conversation lasted 20 minutes, so less than the 30-minute limit.
The number of requests sent is 6 (thus less than the limit of 15 requests)
Cost calculation:
Since the conversation has not exceeded 30 minutes and the number of requests is less than 15, the cost will be calculated as a single session
➡️ Extended Conversation on 2 days
Conversation details:
12:00pm (Day 1): User sends the first request
12:01pm (Day 1): Bot answers (1ª bot answer).
12:00pm (Day 2): User sends the second request (24 hours later).
12:01pm (Day 2): The bot answers with the requested information and closes the conversation (2ª bot answer).
Analysis:
The conversation extends for more than 24 hours (from 12:00 on day 1 to 12:01 on day 2) exceeding the 30-minute limit
Cost calculation:
Since the conversation lasted more than 30 minutes, it is divided into two sessions:
First session: it starts at 12pm on day 1 and it includes the initial interaction (first user request and bot response).
It ends at 12:30pm on day 1 (after 30 minutes).Second session: it starts at 12:00pm on day 2 with the second user request and bot answer
It ends at 12:30pm on day 2 (after 30 minutes).
Since each session is considered completed after 30 minutes from the start of the first request, even if there are no other requests within that period, each interaction is considered as a separate session.