A: Let me explain more about what a Conversation in CX Genie is.

A conversation refers to any customer interaction that involves at least one reply from our AI chatbot. Conversations are tracked differently based on the platform to ensure accurate and fair usage tracking.

Here's how conversations are counted across different scenarios:
1. With Website Chat:
- A single conversation includes all interactions between a customer and the chatbot, even if the customer leaves the website and returns to the chat later.
- If a live agent closes the chat and the customer starts a new query, this will count as a new conversation.

2. With Social Media Apps:
- On platforms like Facebook Messenger or Instagram, conversations are tied to the customer's account.
- Multiple messages exchanged with the same account, even over an extended period, are counted as a single conversation until it is resolved or completed.

This counting method ensures fair usage tracking while accommodating the flexibility of customer interactions across different channels.

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