Helply's Outcome Based Pricing

#What is Helply’s pricing model?

Helply uses outcome based pricing.

Instead of charging per seat or per conversation, Helply charges $0.75 per successful AI resolution.

You only pay when the AI successfully resolves a customer issue without escalating it to your support team.

Unlimited everything. Pay only when the AI resolves a customer issue.

All plans include unlimited usage:

• Unlimited seats • Unlimited AI agents • Unlimited conversations • Unlimited features • Unlimited integrations • Reporting and analytics

If a conversation escalates to your support team, it is not billed.

#What is an AI resolution?

An AI resolution is a customer conversation that Helply handles end to end without escalating the issue to your support team.

For a conversation to count as a successful AI resolution:

• The AI answers the customer • The issue is handled within the AI conversation • The conversation does not escalate to your support team • The conversation ends after the AI response

If the conversation escalates to your support team, it does not count as a resolution.

#What if the AI answers but the customer never replies?

If Helply provides a complete answer and the conversation does not escalate to your support team, the conversation counts as a resolution.

Many support questions only require a single correct answer.

If the customer does not request further help, the issue is considered resolved by the AI.

#What if the AI offers escalation?

If the AI offers escalation and the customer chooses to escalate to your support team, the conversation does not count as a resolution.

You are only charged when Helply successfully resolves the issue without escalation.

#What if the AI gets the answer wrong?

If the AI cannot resolve the issue and the conversation escalates to your support team, you are not charged.

Helply continuously improves by identifying knowledge gaps and learning from past conversations.

#How does Helply measure AI resolutions?

Helply tracks every customer conversation and determines whether the issue was resolved by the AI or escalated to your team.

A conversation counts as a successful AI resolution when:

• The AI provides the answer to the customer • The conversation does not escalate to your support team • The conversation ends without further intervention

If the issue escalates at any point, it is excluded from billable resolutions.

#Can we review AI resolutions in reporting?

Yes.

Helply provides detailed reporting so you can see exactly what the AI handled.

Metrics include:

• Total conversations handled • Successful AI resolutions • AI resolution rate • Conversations escalated to your team • Knowledge gaps identified by the AI

This allows teams to clearly see how much work Helply is removing from their support queue.

#What is an example of the ROI?

Most teams measure ROI by comparing Helply’s cost to the cost of hiring additional support agents.

Example:

A company receives 1,000 support tickets per month.

If Helply resolves 60% of those tickets automatically, that equals 600 AI resolutions.

At $0.75 per resolution, the monthly cost would be:

600 × $0.75 = $450 per month

In many support teams, a single agent typically handles 500 to 800 tickets per month depending on complexity.

That means resolving 600 tickets would normally require one full time support agent.

Typical cost for a support agent:

• $3,000 to $6,000 per month

Comparison:

• Helply cost: $450 per month • Equivalent human cost: $3,000 to $6,000 per month • Estimated monthly savings: $2,550 to $5,550

This represents 5x to 12x ROI compared to hiring an additional support agent to handle the same ticket volume.

In addition to cost savings, Helply allows your support team to focus on complex issues instead of repetitive questions.

#How does this compare to seat based pricing?

Traditional support platforms charge per support agent.

Helply charges based on work completed.

This means:

• No seat based pricing • No limits on AI conversations • No cost when the AI does not resolve the issue • Pricing scales only when value is delivered

You only pay when Helply successfully resolves a customer issue.

#Does Helply replace our help desk?

No.

Helply works with your existing help desk.

You can connect Helply to tools like Zendesk, Helpscout, and other ticketing systems and start resolving customer questions automatically.

Helply sits in front of your support team and resolves issues before they reach your agents.

#Can we cancel anytime?

Yes.

Helply is billed on a monthly subscription and can be cancelled anytime.

The shortest billing period is one month.

#Is there a minimum monthly commitment?

Yes.

Helply has a $49 monthly minimum commitment.

This minimum helps cover the AI infrastructure required to run your AI agents.

The $49 minimum includes up to:

50 AI resolutions per month

Once usage exceeds 50 resolutions, billing continues at $0.75 per successful AI resolution.

#Why not build an AI support agent internally?

Some companies consider building their own AI support agent using model APIs and internal documentation.

While building a prototype is possible, running an AI support agent reliably in production requires significantly more infrastructure.

Helply includes a purpose built AI system designed specifically for customer support.

When a customer message arrives, Helply:

• Interprets and refines the customer’s question for better understanding • Retrieves relevant knowledge from your help center, documentation, and past support tickets • Scores information for accuracy and relevance • Generates a response designed to resolve the customer’s issue • Applies safeguards to ensure the response is reliable and appropriate

Helply also continuously improves over time by identifying knowledge gaps and learning from real support conversations.

In addition, Helply provides the operational layer required to run AI support at scale, including:

• Resolution tracking and reporting • Escalation management • Knowledge gap detection • Help desk integrations • AI accuracy monitoring • Infrastructure reliability and uptime

Many teams can build a basic prototype. Maintaining an AI support system that consistently resolves customer issues is significantly more complex.

Helply is designed to remove that operational burden so your team can focus on improving customer support instead of maintaining AI infrastructure.

#How accurate is Helply?

Helply is designed to resolve a significant portion of customer questions accurately using your help center, documentation, and past support tickets.

Most teams see 50% to 65% of customer conversations resolved automatically within the first 90 days.

Accuracy improves over time as Helply learns from your support content and identifies knowledge gaps.

Helply continuously analyzes conversations to determine where documentation can be improved, helping the AI resolve more questions with greater confidence.

In addition, Helply includes safeguards to ensure reliability:

• Responses are generated using verified knowledge sources • Conversations can escalate to your support team at any time • Unresolved conversations are not billed • Reporting allows your team to review exactly what the AI handled

Because Helply charges only for successful AI resolutions, the system is aligned with your team’s goal: resolving customer issues accurately and efficiently.

#How can I control my monthly resolution spending?

Take control of your monthly resolution costs with the new Resolution Spend Cap. Set a limit on how much you're willing to spend on resolution overages each billing cycle, so there are no surprises on your invoice.



How to use it:

1. Go to Settings → Billing and enter an amount as your monthly spending cap.
2. To only receive a warning, leave the "Widget Control" toggle off. You'll get an email alert when you reach 80% of your cap, but your chatbot will continue responding normally.
3. To pause AI responses when the limit is reached, simply toggle the "Widget Control" button on. Your chatbot will stop generating AI responses once you hit the cap, and conversations will be routed to your team instead.
4. If your chatbot gets paused, increase the cap or set it to $0 to unpause it. AI responses resume immediately.
5. To opt out of spend alert emails, toggle off the email preference in your Billing settings. The email alert setting applies to each user individually; disabling it for yourself won't impact other account owners.

Why it's useful:

If your account uses resolution-based billing, costs can vary month to month depending on chatbot activity. The spend cap gives you a predictable ceiling so you always know your maximum spend upfront. It's especially helpful for teams managing budgets across multiple chatbots or accounts.

Good to know:

• Only resolved conversations count toward your spend cap.
• Only account owners can configure the spend cap from the Billing page.
• Only account owners receive spend alert emails.