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How are Assists counted

Asa pricing is based on Assists — only when we meaningfully help. You’re billed when Asa resolves a shopper’s buying-related need without a human handoff. No greetings, no filler — just real value, clearly counted.

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What is an assist?

An Assist is a resolved, buying-related conversation completed fully by Asa. It counts whether the shopper is purchasing now or simply getting information to move closer to purchase — just like a store associate on the shop floor. Examples of Assists:
  • Product recommendations
  • Buying guidance (e.g., “Which moisturizer is best for sensitive skin?”)
  • Pre-purchase questions (shipping, returns, ingredients, sizing)
  • Objection handling (e.g., “Is this safe for pregnancy?”)
  • Cross-sell or upsell suggestions

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❌ What does not count as an Assist?

  • Greetings or small talk with no commercial intent
  • Off-topic conversations unrelated to purchase
  • Pure post-purchase support (e.g., order tracking) with no upsell
  • Any conversation escalated to a human agent

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How an Assist is Counted

A conversation counts as an Assist if:
  1. The shopper’s need is resolved by Asa within a session (30-minute inactivity window).
  2. The shopper either:
    • Confirms Asa was helpful (e.g., clicks That helped 👍 or types clear affirmation).
    • Takes a buying action (Add to Cart, Buy Now, Visit Product Page).
    • Leaves without asking for further help.
If unresolved, the conversation moves into Closed state for a 12-hour grace period:
  • If the shopper comes back and requests a human → Redirected (not billed).
  • If the shopper doesn’t return → finalizes as Assisted (billed).

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🕐 Why the 12-hour grace period?

It ensures shoppers have enough time to return if they still need help — so you’re never billed for an unresolved conversation. If no further assistance is requested within that window, it counts towards assists. These apply only once at conversation level.

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📊 How you track Assists

In your Inbox, every conversation is tagged:
  • Ongoing → Shopper still active in the session. Sessions are automatically marked as **Closed **with 30 minutes of inactivity
  • Closed → Ended, waiting for 12-hour window before marking it Assisted orRedirected
  • Assisted → Resolved by Asa (billed)
  • Redirected → Handed off to a human (not billed)
You can review every finalized Assist in your dashboard for full transparency.

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📈 How Assists affect your plan

Your plan includes a set number of Assists per month.
  • Assisted conversations → Count toward your plan
  • Redirected or non-commercial chats → Do not count