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Remark bills based on engagements: customer conversations that Remark AI or your experts handle through Remark. The same rules apply across every channel: live chat, email, SMS, and social media. Activity that doesn’t meet the engagement criteria is classified as an interaction, which is unlimited and free on every plan.

Engagements

Billable conversations that Remark AI or your experts handle through Remark. Counted toward your plan’s usage.

Interactions

All other activity, such as routing, tagging, and suggested-question clicks without a follow-up. Currently unlimited and free on every plan.

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What Counts as an Engagement

Remark chats and helpdesk tickets follow different rules. Email, SMS, and social messages reach Remark as tickets in your connected helpdesk, so they follow the ticket rule.
One engagement per chat session or ticket. A single chat session or ticket counts as at most one engagement, regardless of how many messages are exchanged within it. If a chat closes and the customer reopens it later, the reopened chat is a new session and can count as another engagement. A ticket counts once, even if it’s reopened.

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Why suggested questions have a 3-message minimum

When a customer clicks a suggested question (e.g., “What sizes are available?”), the question is sent as the customer’s first message and Remark AI answers it. We count the chat as an engagement once the customer replies to that answer, which brings the chat to at least 3 messages. A reply signals real interest rather than a casual click.

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What Counts as an Interaction

An interaction is any Remark activity that does not meet the engagement criteria. Interactions are currently unlimited on every plan, though this may change in the future. Common examples:
  • A customer clicks a suggested question but doesn’t reply after Remark AI answers it
  • A chat closes before Remark AI or one of your experts joins it
  • A chat synced to your helpdesk where every reply comes from your helpdesk’s agents
  • A helpdesk ticket that only your agents answer
  • 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
Think of it this way: a helpdesk ticket counts once Remark AI replies to the customer. A Remark chat counts once Remark AI or one of your experts joins it, unless it started from a suggested question and the customer didn’t reply to the answer.

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Example Scenarios

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 engagementRemark AI joined the chat, and the chat has customer messages. The entire session counts as a single engagement regardless of how many follow-up messages are exchanged.
A customer types a question in the chat widget. Remark AI starts answering, but the chat closes before the reply arrives.Result: 1 engagementRemark AI joined the chat when it started answering, and the chat has the customer’s message.
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 clicked question and Remark’s reply). Chats started from a suggested question need a reply from the customer after Remark’s answer.
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 has 4 messages, and the customer replied after Remark AI answered the clicked question, so the chat counts as an engagement.
A customer emails asking about order status. Remark AI sends a customer-facing reply with tracking information.Result: 1 engagementThe email arrived as a ticket in your helpdesk, and Remark AI replied to the customer on that ticket.
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.
A customer starts a chat, and one of your experts answers it in Remark. Remark AI doesn’t reply.Result: 1 engagementChats your experts answer in Remark count the same way as chats Remark AI answers.
A customer’s chat syncs to your helpdesk, and your agents answer it there. Remark AI never replies.Result: 1 interaction (not billed)Every reply came from your helpdesk’s agents, so the chat doesn’t count.
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.
A customer sends a DM on Instagram asking if an item ships internationally. Remark AI replies with shipping details.Result: 1 engagementSocial media channels follow the same engagement criteria as all other channels.

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Quick Reference