Remark bills based on engagements — meaningful, customer-facing conversations where Remark’s AI actively participates. This applies uniformly across every channel: live chat, email, SMS, and social media. Activity that doesn’t meet the engagement threshold is classified as an interaction, which is unlimited and free on every plan.Documentation Index
Fetch the complete documentation index at: https://docs.remark.ai/llms.txt
Use this file to discover all available pages before exploring further.
Engagements
Billable conversations where Remark AI responds to a customer. Counted toward your plan’s usage.
Interactions
All other activity — routing, tagging, short clicks. Currently unlimited and free on every plan.
What Counts as an Engagement
An engagement is a customer-facing conversation with at least one customer message and one Remark AI response.- Live Chat
- Email
- SMS
| Source | Engagement criteria |
|---|---|
| Chat widget | At least one reply from Remark AI |
| Inline activator | At least 3 total messages in the conversation, with at least one from Remark AI |
One engagement per conversation. A single chat session or ticket counts as at most one engagement, regardless of how many messages are exchanged within it.
Why the inline activator has a 3-message minimum
When a customer clicks an inline activator question (e.g., “What sizes are available?”), the system generates an automatic prompt and response. We don’t count that as an engagement unless the customer continues the conversation — at least 3 messages total signals genuine engagement rather than a casual click.What Counts as an Interaction
An interaction is any Remark activity that does not include a customer-facing AI reply. Interactions are currently unlimited on every plan, though this may change in the future. Common examples:- A customer clicks an inline activator but doesn’t continue the conversation (fewer than 3 messages)
- A chat or ticket where only your human agents respond — no Remark AI involvement
- Remark takes behind-the-scenes action on a ticket (applying tags, routing, adding internal notes) but does not send a reply to the customer
- Automated ticket classification or prioritization without a customer-facing message
Example Scenarios
Chat widget — full conversation
Chat widget — full conversation
A customer opens the chat widget and asks about return policies. Remark AI replies with the return window and instructions. The customer asks a follow-up, and Remark responds again.Result: 1 engagementThe chat had at least one customer message and one Remark reply. The entire session counts as a single engagement regardless of how many follow-up messages are exchanged.
Inline activator — quick click, no follow-up
Inline activator — quick click, no follow-up
A customer clicks an inline activator question (“Is this item in stock?”) on a product page. Remark generates an automatic response. The customer reads it and leaves.Result: 1 interaction (not billed)The conversation has only 2 messages (the auto-generated prompt and Remark’s reply), which is below the 3-message threshold for inline activator chats.
Inline activator — customer continues chatting
Inline activator — customer continues chatting
A customer clicks an inline activator question, gets a response, then asks “Do you have this in a size 10?” Remark responds with availability details.Result: 1 engagementThe conversation now has 4 messages total (above the 3-message minimum) and includes a Remark AI reply — this qualifies as a genuine engagement.
Email — Remark drafts and sends a reply
Email — Remark drafts and sends a reply
A customer emails asking about order status. Remark AI sends a customer-facing reply with tracking information.Result: 1 engagementThe email thread includes at least one Remark AI reply to the customer.
Ticket — Remark routes but doesn't reply
Ticket — Remark routes but doesn't reply
A support ticket comes in. Remark reads the content, applies a “Billing” tag, routes it to the finance team, and adds an internal note — but doesn’t send a reply to the customer.Result: 1 interaction (not billed)Remark took action behind the scenes, but the customer never received a response from Remark AI.
Chat — only human agents respond
Chat — only human agents respond
A customer starts a chat. A human agent on your team handles the entire conversation. Remark AI is not involved in the reply.Result: 1 interaction (not billed)Since Remark AI didn’t send a customer-facing response, this is an interaction.
SMS — Remark replies to a text
SMS — Remark replies to a text
A customer texts your support number asking about store hours. Remark AI responds with hours and the store address.Result: 1 engagementSame rules apply across channels — a Remark AI reply to the customer counts as an engagement.
Social DM — Instagram question
Social DM — Instagram question
Quick Reference
| Activity | Billed? | Why |
|---|---|---|
| Chat widget with Remark AI reply | Yes (1 engagement) | Customer-facing AI response |
| Inline activator click, no follow-up | No (interaction) | Under 3-message threshold |
| Inline activator with continued conversation | Yes (1 engagement) | 3+ messages with AI reply |
| Email with Remark AI reply | Yes (1 engagement) | Customer-facing AI response |
| Ticket routed/tagged but no reply sent | No (interaction) | No customer-facing AI response |
| Chat handled entirely by human agents | No (interaction) | No Remark AI involvement |
| SMS with Remark AI reply | Yes (1 engagement) | Customer-facing AI response |