Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
Dialog Task
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Importing and Exporting
Knowledge Extraction
Alert Tasks
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Configuring Digital Views
Digital Forms
How to Configure Digital Forms
Machine Learning
Model Validation
Fundamental Meaning
NLP Guidelines
Knowledge Graph
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
Context Management
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Custom Dashboard
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
Universal Bots
Enabling Languages
Smart Bots
koreUtil Libraries
Language Management
PII Settings
IVR Integration
General Settings
Import & Export
Collaborative Development
Usage Plans
Support Plans
API Overview
API List
API Collection
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
  1. Docs
  2. Virtual Assistants
  3. Bot Settings
  4. Plan & Usage
  5. 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.

Kore.ai’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 Kore.ai XO Platform are governed by the terms and conditions of your account with Kore.ai. To learn more, read usage plans.

The support plans are required, when you want to troubleshoot the issues that arises when you are using Kore.ai’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 isjohn@doe.com, your account will be created as ‘doe.com’.
  • 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 Kore.ai 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 Kore.ai are categorized as Enterprise Accounts
    • When a contract is created, Kore.ai promotes a Standard Account as an Enterprise Account

Plan Types

The Kore.ai 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 Kore.ai’s team of experts. Subscription to Support Plans is optional. Help and support resources like Kore.ai Documentation, Kore.ai Community, and Kore.ai 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
          • Unit 2 – 10:15 am to 10:30 am
          • Unit 3 – 10:30 am onwards 
          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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