--- schema_version: "1" id: 4ca1982ddccfc7b5a2dff35866abbe496fbc3a710b049b58b3f14c0343313c11 title: How Agentforce Help Agent Is Billed collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_billing.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_billing.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 34cf3e5075d2032f966e4d27fc8ed978d7f0ddd91de04355cf2d0b8a2f4fd950 description: Agentforce Help Agent supports resolution-based, login-based, and member-based billing, depending on your license and how you deploy the agent. products: - Agentforce - Cross Cloud release: "264" --- # How Agentforce Help Agent Is Billed Agentforce Help Agent supports resolution-based, login-based, and member-based billing, depending on your license and how you deploy the agent. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
## Billing Models at a Glance Agentforce Help Agent supports three billing models. Each is licensed and metered independently, and you can use more than one at the same time. | **Billing model** | **How you're billed** | **Best for** | | --- | --- | --- | | Resolution-based | Per resolved conversation, drawn from Flex Credits. | Guest or authenticated self-service on your website, Experience Cloud site, or supported messaging channel, where volume is variable and you want to pay for successful outcomes. | | Login-based | Login-based billing is tracked against an Agentforce Self-Service Login license. It applies to Help Agent deployed on an Agentforce Service Portal. | Authenticated Experience Cloud sites where customers log in occasionally and conversation volume per login is predictable. | | Member-based | Member-based billing is tracked against an Agentforce Self-Service Member license. It applies to Help Agent deployed on an Agentforce Service Portal, where each named member is licensed individually. | Authenticated Experience Cloud sites with a known set of high-usage members. For example, portal-based customer or partner communities. | ## Considerations Review these considerations before you decide which billing model to configure. - Channel type doesn't determine your billing model. Your billing model depends on the agent's configuration and license. Resolution-based billing applies to Help Agent sessions that end in a billable resolution, on any channel that supports feedback capture. Supported channels include Enhanced Chat v1 and v2, Agentforce Service Portal, supported third-party messaging channels, and Voice. Login-based and Member-based billing require Help Agent deployed on an Agentforce Service Portal, an authenticated Experience Cloud site. - In a resolved Help Agent session, agent actions, custom actions, and Data 360 queries are bundled into the resolution. You aren't billed extra for them. Outside a resolved session, these activities are metered on their own Flex Credits usage types. For the full list of usage types and related terms, see [Flex Credits Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&type=5&language=en_US). - Prompt-Template agent actions are billed as agent actions. An agent action that uses a prompt template is metered on the Custom Action or Standard Action usage type, based on the action's origin. Prompt usage types (Starter, Standard, Basic, and Advanced Prompts) apply to features that call the LLM directly, such as Service Replies. They don't apply to actions run by an Agentforce agent. - Proactive engagement metering isn't documented publicly. Proactive scenarios that initiate a Help Agent conversation follow the same resolution rules as user-initiated conversations. ## How Resolutions Are Counted A Help Agent session qualifies as a billable resolution when both of these are true: - The user doesn't give negative feedback. Negative feedback can come from a thumbs-down on an agent message, a verbal signal of dissatisfaction, or a response to the `SubmitConversationFeedback` action. A positive thumbs-up, verbal confirmation, or positive `SubmitConversationFeedback` response reinforces the resolution. - The session doesn't escalate to a human representative. If no feedback is captured and the session doesn't escalate, the session still counts as a resolution. ## Feedback and Escalation Feedback and escalation together determine whether a session is billed. Use the decision table to see how they interact. ![Feedback and Escalation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/feedback_and_escalation.png) | **User feedback** | **Escalates to a rep?** | **Billed as a resolution?** | | --- | --- | --- | | Positive, captured before escalation | Yes | Yes. Feedback captured before the escalation counts the session as a resolution. | | Positive | No | Yes. | | Negative or no response | Yes | No. The session escalates and doesn't count as a resolution. | | Negative or no response | No | No. The session doesn't meet the resolution criteria. | | No feedback captured, no escalation | No | Yes. The session meets the resolution criteria when it ends without negative feedback and without an escalation. | Users can trigger feedback capture themselves during a conversation, or the agent can prompt for feedback: - Before an escalation transfer. When a user requests a transfer, the agent can prompt for feedback on the conversation so far. The transfer proceeds after the response is captured. - After the agent completes a task or answers a question. The agent can prompt for feedback to confirm the outcome. To set up feedback prompts, see [Configure Feedback Prompts for Resolution-Based Metering](https://help.salesforce.com/s/articleView?id=ai.help_agent_configure_feedback_prompts.htm&release=264.0.0&type=5 "Configure your Help Agent to prompt for feedback before an escalation transfer and after a completed task, so successful outcomes count as resolutions."). ## Session Duration Resolution counting uses a fixed session window that's owned by Help Agent, independent of any channel-level session timeout setting. | **Channel** | **Resolution window** | | --- | --- | | Enhanced Chat v1 and v2 | Each resolution window is capped at 2 hours. Interactions continuing beyond this timeframe count as an additional resolution. | | Agentforce Service Portal | Each resolution window is capped at 2 hours. Interactions continuing beyond this timeframe count as an additional resolution. | | Supported third-party messaging channels | Each resolution window is capped at 2 hours. Interactions continuing beyond this timeframe count as an additional resolution. | | Voice | Each resolution window is capped at 10 minutes. Calls continuing beyond this timeframe count as additional resolutions. For example, a 12-minute call counts as 2 resolutions. | Channel-level session timeout settings, such as messaging authorization token expiration or auto-inactivation windows, control when a channel session lifecycle ends. They don't change the Help Agent resolution window. Each window is evaluated independently. A later window counts as an additional resolution only if it meets the resolution criteria on its own. ## Resolution-Based Billing Resolution-based billing applies automatically to Help Agent sessions that meet the resolution criteria. It draws from Flex Credits in your Digital Wallet, and each billable resolution consumes credits at the rate defined in your contract. Use resolution-based billing when: - Conversation volume varies and you want to pay for successful outcomes rather than per conversation. - You need to cover guest (unauthenticated) users, authenticated users, or both. - You're deploying an agent to Enhanced Chat, Agentforce Service Portal, third-party messaging channels, or Voice. ## Login-Based Billing Login-based billing is tracked against an Agentforce Self-Service Login license. It applies automatically to Help Agent deployed on an Agentforce Service Portal when your org has this license. For details on what a Login license includes, see [Included Capabilities for Login and Member Licenses](https://help.salesforce.com/s/articleView?id=ai.help_agent_billing.htm&release=264.0.0&type=5). Use Login-based billing when: - Your users authenticate to an Experience Cloud site. - Login volume is predictable and per-login conversation activity is manageable within the license's included capabilities. - You want costs to scale with authenticated logins rather than with resolutions. ## Member-Based Billing Member-based billing is tracked against an Agentforce Self-Service Member license. It applies to Help Agent deployed on an Agentforce Service Portal, where each named member is licensed individually. Use Member-based billing when: - Your Experience Cloud site has a known, relatively stable set of authenticated members. - Per-member conversation volume is high enough that Login-based counting would be more expensive. - You want to entitle specific members rather than pay per authentication event. ## Included Capabilities for Login and Member Licenses Agentforce Self-Service Login and Member licenses include: - Access to Agentforce Help Agent on authenticated Experience Cloud sites. - Standard agent actions and custom agent actions run during the user's session. - Prompt-template-backed agent actions, metered as agent actions rather than as direct prompt usage. Custom actions that query Data Cloud are covered under the same terms as other custom actions when run inside a session on a Login or Member license. Data 360 queries invoked by those actions during the session don't draw separately from Flex Credits. ## Untracked Activities These activities aren't tracked as Help Agent resolutions or as Login or Member usage: - Sessions that end before the user sends any input. - Sessions that escalate to a human representative without positive feedback captured beforehand. - Utilities within a conversation: escalations, variable assignments, and topic transitions. - Agent lifecycle activities outside a live user conversation. For example, agent configuration, previewing, or testing in Agentforce Builder. ## Example Scenarios Scenario 1: Resolution captured with positive feedback. A customer starts a chat on your Experience Cloud site, asks about order status, and receives an answer. The agent prompts for feedback, and the customer marks the response as helpful. The conversation ends. Result: 1 resolution, Flex Credits drawn. Scenario 2: Escalation without prior positive feedback. A customer starts a chat, asks a question the agent can't confidently answer, and requests a human. The agent transfers the customer to a representative before capturing feedback. Result: 0 resolutions, no Flex Credits drawn. Scenario 3: Positive feedback before escalation. A customer completes one task successfully, gives positive feedback when prompted, and then requests a human for a separate follow-up question. The agent transfers the customer to a representative. Result: 1 resolution captured before the escalation. The transfer completes normally. Scenario 4: Long chat that runs 2 hours and 15 minutes on Enhanced Chat v2 and ends with the customer marking the response as helpful. Result: 2 resolutions (one for each 2-hour window). Scenario 5: Long Voice call that runs for 12 minutes and resolves successfully. Result: 2 resolutions (one for each 10-minute window). Scenario 6: Login-based session. An authenticated Experience Cloud member logs in and holds three separate Help Agent conversations during their session. Result: Tracked against the Login license as a single login event. ## Monitor Consumption Monitor Help Agent billing from Digital Wallet in Setup. - Flex Credits card. Shows resolution-based consumption and, if applicable to your org, a view of Login and Member license usage. - Usage detail views. Break down Flex Credits by usage type, including Help Agent resolutions by channel. - Contract information. Compare consumption against your contracted allowance. - **[Configure Feedback Prompts for Resolution-Based Metering](https://help.salesforce.com/s/articleView?id=ai.help_agent_configure_feedback_prompts.htm&release=264.0.0&type=5)** Configure your Help Agent to prompt for feedback before an escalation transfer and after a completed task, so successful outcomes count as resolutions. - **[Data 360 Flex Credit Consumption in Agentforce Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_data_360_flex_credits.htm&release=264.0.0&type=5)** Some Agentforce Help Agent features store, index, and retrieve knowledge in Data Cloud, and those operations consume Data 360 Flex Credits from your org's balance. #### See Also - [Configure Feedback Prompts for Resolution-Based Metering](https://docs.google.com/document/d/16m7voyPsbrqGoG0XNFe5NL2xCohVk7WPvb_0qwhYVM8/edit?tab=t.0#heading=h.g1cvmnoxzkkv) - [Flex Credits Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&language=en_US) - [Create a Help Agent in Minutes with Quick Service Agent Configuration](https://help.salesforce.com/s/articleView?id=ai.service_agent_quick_configuration.htm&language=en_US) - [Flex Credits Billable Usage Types for Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_flex_credits_for_data360.htm&language=en_US)