Virtual Assistants Overview
Natural Language Processing (NLP)
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Quick Start Guide
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Building a Virtual Assistant
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Enabling Languages
Manage Assistant
Plan & Usage
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Multilingual Virtual Assistants
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Manage Languages
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Multiingual Virtual Assistant Behavior
Masking PII Details
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Data as Service
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Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
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Manage Context Switching
Deploy the Assistant
Configure Agent Transfer
Use Bot Functions
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Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
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SDK Introduction
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Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
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Send Bulk Invites
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  6. Overview


This article provides complete information about how the virtual assistants are billed, how to track the usage and the usage limits or quotas that are applied for various features.’s XO platform offers various usage and support plans. The usage plans are required if you want to build virtual assistants with more granular features. The licenses, usage, and limits of the Virtual Assistants developed using the XO Platform are governed by the terms and conditions of your account with To learn more, read usage plans.

The support plans are required, when you want to troubleshoot the issues that arises when you are using’s platform modules. To learn more, read support plans.

Before we go into the details, let us quickly understand the following key terms and concepts.

Accounts and Users

Account refers to a group of users, who typically belong to an organization or working on a specific project. If you are signing up for a new account, the platform will auto-create an Account as well as a User for you. If you are signing up to join an existing account, the platform will only create a User identity for you with the existing account.

  • When you sign up, the platform automatically creates an Account identity and a User identity for you.
  • In some scenarios, the system creates only a User identity and associates you to an existing account. Some of the common scenarios are:
    • If you are invited by someone to join their account
    • If your enterprise administrator adds you to your enterprise account through SSO or API
    • If you are using a business email address to sign up, you can choose to join any other accounts that match your email domain. In such cases, the system only creates a User identity for you and adds you to the selected account.
  • If you sign up using Single Sign-On (SSO) options like Google or Office 365, the platform will use your email domain as the Account name. For example, if your email address, your account will be created as ‘’.
  • If you sign up using the email address verification option, you can define your account name during the signup process.
  • If you are the first user of an account i.e. if you have created the account, then you will automatically become the Account Owner as well.
  • If you are an Account Owner, you can change your account’s name from the Profile information section.
  • Additional users can be invited to an account using the Invite ‘Team option’ or by inviting users to a particular assistant.  A user can belong to multiple accounts

Account Type

Every account of the Platform will be assigned with an Account Type. Following are the types of accounts:

  • Regular Accounts
    • Every account created on the platform is marked as Regular Account by default
    • The assistants can be published using any of the supported Usage Plans
  • Enterprise Accounts
    • The accounts of the organizations that have a custom contract with are categorized as Enterprise Accounts
    • When a contract is created, promotes a Standard Account as an Enterprise Account

Plan Types

The XO Platform offers Usage Plans and Support Plans for deploying and managing your assistants. 

  • Usage Plans – The Usage Plans are required for publishing the virtual assistants to your end-users. The interactions of the end-users are tracked against the usage plan selected for the virtual assistant.
  • Support Plans – The Support Plans are required to get premium support from’s team of experts. Subscription to Support Plans is optional. Help and support resources like Documentation, Community, and Academy are available for all users.

Billing Units

Billing Units are used for measuring the usage of the virtual assistant for the Usage Plans. Based on the Usage Plan associated with your assistant, the Billing Units will be based on the Billing Sessions or Billing Requests. Please refer to the Usage Plans section for more information.

The following information will help you understand more about billing types:

    1. Billing Sessions –  A billing session is created for your virtual assistant in any of the following ways:
      • User conversations with virtual assistant
        • A continuous conversation of 15 minutes between the user and the assistant is considered as a Billing Session
        • A Billing Session starts when the first message/request is received from the user and it ends after 15 mins from that point
        • If the conversation goes beyond 15 minutes, then the system creates additional Billing Sessions for every 15 minutes of conversation thereafter
        • Please refer to the table below for some examples.
        • Do note that Billing Sessions are independent of Conversation Sessions. The Conversation Sessions are used for context management and execution.
          Example Billing sessions
          Example 1

          Conversation starts at 10:00 am and ends at 10:10 am. 

          • 1 Billing Unit is created
          • Unit 1 – 10:00 am to 10:10 am
          Example 2

          Conversation starts at 10:00 am and ends at 10:10 am. User returns within 15 minutes of idle time. Starts interacting from 10:20 am and ends at 10:40 am

          • 3 Billing Unit is created
          • Unit 1 – 10:00 am to 10:15 am
          • Unit 2 – 10:15 am to 10:30 am
          • Unit 3 – 10:30 am 10:40 am 
          Example 3

          Conversation starts at 10:00 am and ends at 10:10 am. User returns after 15 minutes of idle time. Starts interacting from 10:30 am and ends at 10:40 am

          • 2 Billing Units are created
          • Unit 1 – 10:00 am to 10:15 am
          • Unit 2 – 10:30 am to 10:40 am
        • Delivery of alert notifications
          • If Alert Tasks are used in the assistant, then every notification delivery is considered as a Billing Session
          • This is in addition to the Billing Sessions that get created based on the conversations
    2. Billing Requests –  A billing request is created for your virtual assistant in any of the following ways:
      • Incoming User Messages
        • Every incoming message from the users is considered as Billing Request
        • Billing Requests are created independent of the conversation state. This includes any kind of input from the user, including but not limited to, small talk, intent request, entity inputs, disambiguations, confirmations, etc.  
      • Delivery of alert notifications
        • If Alert Tasks are used in the assistant, then every notification delivery is considered as a Billing Request
        • This is in addition to the Billing Requests that get created based on the income user messages
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