Rep’s website plans use sessions because its work starts before a shopper opens the chat. Rep follows shopping activity and checks your proactive sales skills to decide whether and when to offer help.
A session can count even if the shopper never opens the chat or receives a proactive message.
Why sessions instead of conversations?
Rep follows the pages and products shoppers view, their cart activity, scrolling, and signs they may leave. Your proactive sales skills determine when Rep steps in.
Session-based billing means your website usage charge does not depend on how many conversations Rep starts. Rep can offer help when appropriate and stay quiet when help is not needed.
More conversations within those sessions do not create a separate website conversation charge.
What counts as a session?
A session is a shopper’s device visiting your store on a calendar day, measured in UTC, where Rep’s chat is shown. The shopper does not need to open or use the chat.
Browsing several pages that day counts as one session. Returning on another day counts again.
Known bots and very brief visits are excluded. Visits where Rep is hidden or unpublished, shoppers in your A/B holdout group, and countries you have excluded are not billed.
See what Rep did this billing cycle
Open Billing in your Rep AI Console.
Find What Rep did with your sessions this cycle beside your session usage.
Review the four figures:
Figure | What it shows |
|---|---|
Sessions Rep followed | The billed sessions shown in your usage meter. |
Shoppers Rep proactively approached | Shoppers who received a proactive message from a sales skill, counted once per day. The percentage shows their share of sessions. |
AI-handled conversations | Conversations handled without a human handoff, counted once per day. |
AI-generated sales | Sales attributed to Rep, in your store’s currency, with the order count. |
Check the dates beneath the figures. These numbers update daily.
Select a figure’s information button for its definition. Select Why sessions, not conversations? for the billing explanation, then What counts as a session? for the session definition.
The cycle summary is not available during a free trial or on Essential plans.
Get more from proactive sales skills
If Rep proactively approached fewer than 1% of your sessions, the card shows a notice.
Select Set up proactive skills to open Sales Skills. Review your skills and publish the ones that match how you want Rep to help shoppers.
Why Omnichannel AI uses a different billing unit
Omnichannel AI responds when customers message you through connected channels. It does not follow a website visit, so its usage is billed per conversation the AI resolves.
Troubleshooting
The cycle has just started: Your first numbers appear after the first full day of the cycle.
The numbers do not load: Select Try again on the card.
The figures differ from another report: Compare the date ranges and definitions first. AI-handled conversations exclude human handoffs, so they differ from total conversations.
For renewal dates, plan changes, and extra-session charges, see Understanding Your Billing Cycle.