What is an interaction?

We believe charging by interaction is fairer than charging per user. This is what we consider an interaction

Luca Micheli
Written by Luca MicheliLast update 1 year ago

Since the majority of the business nowadays are doing business with a fraction of their contact base we decided to align our offer to this value.

This is why we are now charging per interaction rather than contact.

What is an interaction?

As the name implies, an interaction is a valuable interaction your business has with a customer such as a new conversation (to which you reply) or an email sent.

We believe this is the fairest pricing in our industry. The price follows your economic growth rather than the contacts count.

Customerly allows you to have multiple interactions with your customers, from your conversations to automated messages, so here's a full list of what we consider an interaction.

Conversations Interactions

When receiving a new conversation in your inboxes like the one below, it will not be counted as an interaction until your team replies. This is because we'll not count any spam or useless messages you receive. (Aka, It's not a valuable interaction for you)

When you reply the first time, as in the following example, we'll increase only by one. No matter the message replies you send, the interaction for this conversation will be only one.

ℹ️ This will be reported as Conversations on the interaction usage page.

Reply via Email Interactions

If you have enabled the sending of the replies via email and the user goes offline, we'll send an email, which will add one interaction per email sent to your consumption.

The example below will count these 2 messages as 2 interactions.

ℹ️ This will be reported as Reply via email on the interaction usage page.

Conversation Transcripts Interactions

If you send a transcript to your contact or yourself, this will count as one interaction.

ℹ️ This will be reported as Conversation Transcripts on the interaction usage page.

That's it for the Interactions created by the support. No additional interaction per individual message.

💡 PRO TIP

Based on our data, none of our customers ever exceeded 10% of interaction consumption against their active user base. So if you have 50.000 Monthly active users, you can be sure you will never use more than 5.000 interactions per month due to the Support activities.

Outbound Interactions

When you send a newsletter or use Workflows to send automated email campaigns, we will count each individual send as a new interaction.

Emails Interactions

The One-Shot email (aka Newsletter) in the example below consumed 18.500 interactions.

We'll not consider bounced emails or unsubscribed emails as interactions.

ℹ️ These One-Shot Emails will be reported as Emails on the interaction usage page.

Emails in Workflows Interactions

In the example below, the email sent in the workflows is 18.449 and will be counted ad 18.449 interactions.

We'll not consider bounced emails as interactions or unsubscribed emails.

ℹ️ These Workflow Emails will be reported as Emails in Workflows on the interaction usage page.

Chat messages in Workflows Interactions

If you use chat messages in workflows, these will be considered interactions. In the following example, this welcome message sent to 9.317 users counts as 9.317 interactions.

ℹ️ These Workflow Emails will be reported as Chat messages in Workflows on the interaction usage page.

Surveys Interactions

When you send an in-app survey, we'll count a new interaction every time you are getting back a response. The example below consumed 19 interactions.

ℹ️ These Surveys' interactions will be reported as Surveys on the interaction usage page.

Net Promoter Score Interactions

When you enable the Net Promoter Score, we'll count a new interaction every time an email has been sent to your contact to receive the NPS survey response.

ℹ️ These will be reported as Net Promoter Score on the interaction usage page.

Examples

We know it might be challenging to estimate the number of interactions you might consume, and here are a few examples:

Here is a Software company with 2,000 users and 1,000 MAU-only support activities.

528 Interactions were used in a month.

Another Software company with 170,000 users, 12,000 MAU, 11 active Workflows, and 2/3 one-shot campaigns per month.

54,428 Interactions were used in a month.

Another Software company with 1,020,000 users, 400,000 MAU, 11 active Workflows, and 3/4 one-shot campaigns per month. 487,683 Interactions were used in a month.

As you can see, the customer support activities are weighing very little on the interaction consumption. The load is more on email-sending activities in most cases.

Our customers are very happy about being charged by interactions since it feels more aligned with the value perceived from our solutions.

If you want to see your interaction usage you can visit your Project settings > Billing > Interactions.

If you have any questions regarding your interaction, click on the chat and let's have an interaction 👋

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