My AskAI Pricing Explained: Plans, Costs & FAQs

Created time

Apr 1, 2026 09:53 AM

Title length (<60)

Author

Mike Heap

Ecomm?

How does My AskAI's per-ticket pricing work?

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TL;DR: You pay a monthly base fee (which includes a set number of conversation/ticket credits), then $0.10-$0.12 per additional conversation/ticket credit. A credit is every 2 AI replies on chat helpdesk integrations, 1 AI reply for the first email/ticket then 0.5 of a credit for each follow-up question in helpdesk integrations or any number of messages within a 1-hour window on our widget.

This is the most common pricing question we get, and it's a fair one. The word "ticket" means different things depending on how you've connected your AI agent.

On helpdesk integrations (Zendesk, Intercom, HubSpot, Freshdesk, Gorgias)

Every 2 AI chat (message) responses count as 1 conversation/ticket credit.

So if a customer sends a message and gets one AI reply, that's 0.5 of a credit. A typical back-and-forth of 4 AI replies = 2 credits.

However, for email tickets specifically, the first AI reply (e.g. email reply) counts as 1 credit, and each follow-up question counts as 0.5.

This is because emails are typically more detailed and contain multiple questions that require answering.

Across over a million chats and tickets, we have seen the average number of AI replies is just under 2.

This therefore gives average costs for chats being c.$0.10 and for an email ticket c.$0.15.

When using the My AskAI (our own) widget

A credit is any number of questions and AI responses within a 1-hour window from one user, without them refreshing their chat session. One user asking 10 questions in 45 minutes = 1 credit. One user asking 1 question in 1 hour = 1 conversation. If they refresh the chat session that will use another credit.

Channel	How billing works
Helpdesk chat	Every 2 AI replies = 1 credit
Helpdesk email	First AI reply = 1 credit, each follow-up question = 0.5 credits
My AskAI widget	Unlimited messages within 1 hour = 1 credit

Do I only pay for resolved tickets?

No. You pay for AI replies, not per resolution. Tickets don't have to be finalized, resolved, closed or solved for billing to take place.

This is different from resolution-based pricing (Intercom Fin, Zendesk AI, Gorgias Automate), where you pay only when the AI "resolves" a conversation, but the definition of "resolved" can be generous and the per-ticket cost works out as 3-10x higher.

Our model means you know your costs upfront. If your AI handles 2,000 conversations this month (with a standard 2 AI replies per conversation) you pay for 2,000 conversations, whether 50% or 80% of them were fully resolved without a human.

This also means as the AI gets better and you make improvements your bill stays the same and your effective cost per resolution falls.

What are the differences between Pro, Scale, and Enterprise?

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TL;DR: Pro ($199/mo) is for teams getting started. Scale ($499/mo) adds premium support, multiple agents, branding removal, and more included tickets. Enterprise ($999/mo) adds custom development, Slack support, invoiced billing, and a 99.99% uptime SLA.

The honest breakdown:

Pro — $199/month

1,000 credits included

Overage: $0.12 per additional credit

Live chat support (human replies in 2 working days)

All core features (AI agent, integrations, insights, guidance, custom answers, self-learning, AI actions, tasks)

5 team seats

Annual pricing: ~$133/month (33% discount on the base fee).

Pro gives you everything you need to run an AI agent. The features aren't locked behind tiers. You get AI actions, tasks, guidance, custom answers, self-learning, tagging, insights, and all knowledge and helpdesk integrations on Pro.

Scale — $499/month

2,000 credits included

Overage: $0.10 per additional credit

Priority live chat support (same-day replies) + 1 video call/month

Setup and integration assistance

Branding removal included

Up to 3 agents/brands included (then $49/agent)

Unlimited team seats

SOC 2 Type 2 report access

Annual pricing: ~$333/month.

Scale is the right choice for most teams doing real volume. The lower overage rate ($0.10 vs $0.12) makes a meaningful difference once you're above 2,000 credits/month, and the priority support means you get help fast when you need it.

Enterprise — $999/month

No credits included in the base — charged at $0.10 per credit from the first one

Everything in Scale except included usage, plus:

Slack support with <3-hour response times (including weekends)

Custom feature development on request

Custom API development

Task setup assistance

Monthly performance review and optimization

Optional invoiced billing (including quarterly and net-30 terms)

99.99% uptime guarantee (contractual SLA)

Enterprise is for teams that need hands-on help building complex workflows, have procurement requirements around invoiced billing, or need a contractual uptime guarantee. If you don't need custom development or invoice-based billing, Scale will do the job.

How do overages work?

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TL;DR: Once you exceed the credits included in your plan, each additional credit costs $0.10 (Scale/Enterprise) or $0.12 (Pro). Overages are charged at the end of each billing period.

Your plan includes a set number of credits each month (1,000 on Pro, 2,000 on Scale). Use more than that, and each extra credit is billed at the end of your billing cycle.

The math for Scale: $499 base for 2,000 credits. If you use 5,000 credits in a month, that's 3,000 overages x $0.10 = $300 in overages. Total bill: $799.

A common question from prospects: "Is it fair to say Scale = $0.25/credit ($499 / 2,000)?" Not quite. The $499 base covers 2,000 credits, but once you exceed that, the marginal cost drops to $0.10. So the more tickets you process, the lower your effective per-ticket cost gets. At 5,000 credits/month on Scale, your effective cost is about $0.16/credit. At 10,000, it's $0.13.

On Enterprise, you pay $999/month as a base with no credits included, then $0.10 per credit from the first one. Enterprise only makes sense on raw cost if you need the extras (custom dev, Slack support, invoiced billing, SLA). Otherwise, Scale is cheaper on pure price at any volumes.

Can I cap my spending or set a hard limit?

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TL;DR: There's no automated hard cap, but you can monitor usage in real time and pause the AI agent with a toggle whenever you want.

We don't have an automated "stop at X tickets" feature today. But you can monitor your usage at any time in your account settings dashboard, and you can pause the AI agent with a single toggle when you want to stop it responding.

In practice, most customers find this isn't an issue. If you know your typical monthly ticket volume, you can predict your bill within a few percent.

Your costs are driven by customer demand, which most teams already forecast.

Seasonal businesses

This is where it gets more interesting.

If your ticket volume doubles during Black Friday, Christmas, or a big sale, your AI bill doubles too. That's the trade-off of usage-based pricing.

But think about the alternative: without AI, you'd need to hire temporary agents for those peaks.

A seasonal spike from 2,000 to 4,000 tickets on Scale adds $200 to your monthly bill. A temporary support hire costs $1,000-$4,000 for a month, and takes weeks to onboard.

The AI doesn't need training for your peak season. It already knows your knowledge base. It just handles more volume.

How does billing work?

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TL;DR: Pro and Scale are paid by credit card via Stripe (monthly or annual). Enterprise offers optional invoiced billing, including quarterly and net-30 terms.

Pro and Scale

You pay by credit card through Stripe. Monthly or annual subscriptions. You'll get invoices through Stripe that you can download at any time. No contracts. Cancel whenever you want.

Annual plans save you 33% on the base fee. Overage charges are still billed monthly on top of the annual base.

Enterprise

Enterprise offers optional invoiced billing, which some companies need for procurement and PO purposes. You can pay quarterly, and net-30 payment terms are available for larger accounts.

Why did my bill change?

If your renewal cost more than expected, the most common reasons are:

A promotional discount expired (e.g., 50% off for the first 3 months ended)

Your ticket volume increased, leading to higher overages

You moved from a legacy price to the current published price

We don't do stealth price increases. If your costs changed and you're not sure why, chat with us and we'll walk through your invoice line by line.

What do add-ons cost?

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TL;DR: AI tagging is $0.05/ticket. Tool calls (AI Actions) are $0.02 per reply where a tool is used. Tasks are $0.02 per step. Translation is $0.05/ticket. Branding removal is $49/month (included on Scale and Enterprise).

Add-ons are usage-based. You only pay when they're used:

AI Tagging: $0.05 per attribute per ticket. If you have 3 tags applied to a ticket, that's $0.15. One tag = $0.05. Tags can also be used to save you money by using them to categorize tickets that should or shouldn’t be responded to via AI (saving you conversation/ticket credits)

AI Actions (Tools): $0.02 per AI reply where a tool/API call is made. If a ticket needs a Shopify order lookup, you pay $0.02 for that reply. Replies that don't use tools cost nothing extra.

Tasks: $0.02 per step in the task where used (includes any tool calls i.e. you don’t pay $0.04 for a task step with a tool call, you just pay $0.02).

Live Translation: $0.05 per ticket or conversation, regardless of length.

AI Image processing: $0.02 per AI reply where images are processed.

Branding removal: $49/month on Pro. Included free on Scale and Enterprise.

Additional agents: $49/agent beyond what's included in your plan (Scale includes 3).

These add-ons are optional. Your AI agent works without any of them. Most customers start with just the base AI agent and add tagging or tools once they've established their baseline resolution rate.

Do I pay the same for note or internal replies?

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TL;DR: Yes. Internal notes and team-only AI replies are charged the same as customer-facing AI replies because they go through the same processing.

Note or internal replies (where an AI reply is generated but only visible internally, by your team members and human agents) are charged at the same price as direct to customer replies.

This is because they are processed in exactly the same way.

Does it match ticket/interaction on other platforms?

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TL;DR: Not exactly. Every platform defines tickets, chats, sessions, and interactions differently, so My AskAI uses its own universal conversation/ticket credit system across all integrations.

Every helpdesk has its own way of defining an interaction with a customer or user.

They can be called tickets, chats, conversations, interactions, sessions and a whole load of other names.

Our definitions therefore can’t match all of these and so we have to come up with a universal definition for them all, this is why we use conversation/ticket ‘credits’, they likely won’t reconcile exactly to any number you see in your helpdesk.

How can I see my usage?

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TL;DR: You can check your usage anytime in Account Settings in your dashboard, including during your trial, to see how many credits you’ve used and what your bill is likely to be.

You can view your usage at any point by going to Account Settings in your Dashboard menu.

This is especially useful during your trial period where you will then be able to see exactly what your bill will be at the end of the month.

Why is my dashboard conversation count different to my billed conversations?

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TL;DR: Insights shows conversation counts in a way that better reflects actual tickets, while Billing uses credits for charging, so the numbers can differ depending on your billing dates and how many AI replies happened in each conversation.

The number of conversations you see in the Billing section (within Account Settings) of the dashboard might not match what you see in the Insights section of the Dashboard for a few reasons:

The billing period might not match your Insights period, you are billed on the same day each month, the date you signed up.

Billed conversations use the credit method of counting conversations - to give you an accurate view of usage. However the Insights conversations are more representative of actual tickets, so if someone asks 5 questions in a ticket thread, it will count as a single ticket in Insights but will count for 2.5 credits in Billing.

Which messages count as AI replies?

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TL;DR: If the AI has to process the message, apply logic, or make a decision, it counts as an AI reply. Pre-set welcome messages and the initial AI handover summary don’t count. Escalation messages, “I don’t know” replies, and small talk do count.

As a rule of thumb, if your AI agent has to process something, make a decision or use logic, it will count as an AI reply.

But there are some responses you will see that you don’t pay for, here’s the breakdown:

You won’t pay for:

Welcome messages pre-set in your widget.

AI handover summary messages (you only pay for the initial escalation)

You will pay for:

Escalation messages (e.g. we’re passing you to our team) - your agent had to decide whether the ticket had to be escalated.

“I don’t know” responses - you agent still had to look through all of your knowledge and articles to try and find an answer

Small talk responses (e.g. “hello”) - the agent still has to engage and work out an appropriate response here

Can I get a discount?

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TL;DR: Annual billing saves 33%. We run promotional discounts for new customers. Volume discounts on per-ticket pricing start at ~100,000 tickets/month.

Annual discount

Paying annually saves 33% on your base plan fee. Pro drops from $199 to ~$133/month. Scale drops from $499 to ~$333/month. Overage rates stay the same.

Promotional pricing

We sometimes offer time-limited discounts for new customers (e.g., 50% off the first 3 months).

These are available during your trial and expire when the promotional period ends. Your bill will return to the standard rate after that. This is the most common reason customers see a price ‘increase’ at monthly renewal.

Promotional discounts apply to the account they were offered to. We can't transfer them to new or additional accounts.

Volume discounts

At 5,000 tickets/month? No discount on per-ticket pricing.

The per-credit rate is already $0.10, which is 3-10x below what competitors charge. We need to see volumes closer to 100,000 tickets/month to discuss per-ticket discounts.

Startup pricing

We don't have a formal startup program, but our pricing is already designed for smaller teams.

At $199/month for 1,000 credits on Pro, we're one of the most affordable options in the market.

The 30-day free trial (no credit card) lets you prove value before spending anything.

Are there partner or reseller programs?

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TL;DR: We work with partners but don't offer partner-specific per-ticket discounts. We have a referral program that pays up to $1,000 per Enterprise lead and affiliate schemes if you bring more than 5 brands.

We work with Zendesk, Intercom and Gorgias partners, helpdesk consultants, and outsourcing agencies who recommend My AskAI to their clients.

But our pricing is the same for partner-referred customers as it is for everyone else. The per-ticket rate doesn't change.

Our margins are thin by design. We price ourselves as one of the cheapest AI support solutions in the market, and that doesn't leave room for reseller markups on the core product.

What we do offer: a referral program that pays $100 when you refer an Enterprise lead, and $1,000 if they sign up.

We can also offer affiliate fees for partners or resellers working with 5 or more brands.

How does My AskAI compare to competitors on price?

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TL;DR: My AskAI costs $0.10-$0.12 per credit. Intercom Fin charges $0.99 per resolution. Zendesk AI charges $1.50+ per resolution. Gorgias Automate charges $0.90-$1.00 per resolution. We're 3-10x cheaper.

The comparison isn't apples-to-apples because competitors use resolution-based pricing (you pay when the AI "resolves" a conversation) while we charge per ticket regardless of outcome.

But the cost difference is large enough that it doesn't matter how you slice it.

Worked example: 10,000 tickets/month, 50% AI resolution rate

Provider	Pricing model	Monthly cost
My AskAI (Scale)	$499 base + 8,000 overages x $0.10	$1,299
Intercom Fin	5,000 resolutions x $0.99	$4,950 (3.8x)
Zendesk AI	5,000 resolutions x $1.50	$7,500 (5.8x)
Gorgias Automate	5,000 resolutions x $0.90	$4,500 (3.5x)

Worked example: 10,000 tickets/month, 75% AI resolution rate

Provider	Pricing model	Monthly cost
My AskAI (Scale)	$499 base + 8,000 overages x $0.10	$1,299
Intercom Fin	7,500 resolutions x $0.99	$7,425 (5.7x)
Zendesk AI	7,500 resolutions x $1.50	$11,250 (8.7x)
Gorgias Automate	7,500 resolutions x $0.90	$6,750 (5.2x)

Worked example: 50,000 tickets/month, 75% AI resolution rate

Provider	Pricing model	Monthly cost
My AskAI (Scale)	$499 base + 48,000 overages x $0.10	$5,299
Intercom Fin	37,500 resolutions x $0.99	$37,125 (7x)
Zendesk AI	37,500 resolutions x $1.50	$56,250 (10.6x)
Gorgias Automate	37,500 resolutions x $0.90	$33,750 (6.4x)

And here's the part that matters most: with competitors, your costs go UP as your AI gets better. If your resolution rate improves from 50% to 70%, you're paying for 2,000 more resolutions per month. With My AskAI, your costs stay the same because you're paying per ticket, not per resolution. Better AI performance doesn't penalize you financially.

You can model this yourself with our ROI calculators for Zendesk, Intercom, Freshdesk, HubSpot, and Gorgias.

When is Enterprise worth the extra cost?

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TL;DR: Enterprise is worth it if you need custom feature development, invoiced billing, Slack-based support, or a contractual uptime SLA. If you don't need those things, Scale gives you the same AI at a lower base cost.

Enterprise at $999/month is $500 more than Scale and doesn’t include any usage. For that extra $500, you get:

Custom feature development

Custom API development and task setup assistance

Slack support with <3 hour replies, including weekends

Monthly performance review and optimization from our team

Invoiced billing with quarterly and net-30 options

99.99% uptime guarantee (contractual)

The per-ticket overage rate is the same ($0.10) on both plans.

Enterprise makes sense when:

Your procurement team requires invoiced billing (some organizations can't do credit card for recurring SaaS)

You need us to build custom features, integrations or workflows for you

You want a named account team doing monthly optimization

A contractual uptime SLA is required for compliance

Enterprise doesn't make sense when:

You can pay by credit card

Your technical team can handle API setup with our documentation and support

You don't need custom features built

Most of our customers are on Scale. Enterprise is for teams where the support and customization justify the higher base.

Is there a free trial?

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TL;DR: Yes. 30 days, no credit card required, every feature unlocked.

When you sign up, you get 30 days to test everything. AI agent, integrations, guidance, custom answers, tasks, tools, insights, tagging. No features are held back during the trial, and we don't ask for a credit card.

We can extend trials on a case-by-case basis if you need more time to evaluate. Just ask.

After the trial, pick a plan and add a credit card to continue. If you don't upgrade, your AI agent stops responding. No surprise charges.

FAQs

What exactly is a "ticket" in My AskAI's pricing?

On helpdesk integrations (Zendesk, Intercom, Freshdesk, HubSpot, Gorgias), every 2 AI responses in chat equals 1 conversation credit. For email tickets, the first AI reply counts as 1 credit and subsequent questions count as 0.5 each. On the My AskAI widget, a conversation is any number of messages within a 1-hour session. See our pricing documentation for the full breakdown.

Do I pay for failed AI responses where the customer wasn't helped?

Yes. Billing is per AI conversation/ticket credit, not per resolution. If the AI replies but doesn't resolve the issue, that response still counts. This is why our per-ticket rate ($0.10) is so much lower than resolution-based competitors ($0.99-$1.50). You're trading "only pay for successes" for a rate that's 3-10x cheaper overall.

Can I set a spending cap on my account?

There's no automated hard cap that stops the AI at a certain number of tickets. You can monitor usage in your account settings and pause the AI agent with a toggle at any time. In practice, most customers predict their costs within a few percent because ticket volume is driven by customer demand, which teams already forecast.

How does annual billing work with overages?

Annual billing saves 33% on your base plan fee (e.g., Scale drops from $499 to ~$333/month). You pay the annual amount upfront. Overages are still calculated and billed monthly on top of the annual base at the standard per-ticket rate.

Why did my renewal cost more than last year?

The most common reason: a promotional discount expired. If you signed up with 50% off for the first 3 months, your bill will increase when that promotion ends. If your costs changed unexpectedly, reach out to us and we'll explain every line on your invoice.

Is My AskAI cheaper than Intercom Fin?

At $0.10 per credit vs Fin's $0.99 per resolution, My AskAI is 3-8x cheaper depending on your resolution rate. For 10,000 tickets/month at 50% AI resolution, My AskAI costs ~$1,299/month vs Fin's ~$4,950. See our full My AskAI vs Intercom Fin comparison.

Is My AskAI cheaper than Zendesk AI?

Yes. Zendesk AI charges $1.50+ per automated resolution. My AskAI charges $0.10 per ticket. The savings add up fast. See our full My AskAI vs Zendesk AI comparison.

Can I pay by invoice instead of credit card?

Invoiced billing (including quarterly payments and net-30 terms) is available on the Enterprise plan ($999/month). Pro and Scale plans are billed by credit card via Stripe. If your organization requires invoiced billing but doesn't need other Enterprise features, talk to us.

How much do AI Actions (Tools) cost?

Tool calls cost $0.02 per AI reply where a tool or API call is used. You only pay for responses where tool calls are made. If a ticket doesn't need a tool call, there's no charge. See the AI Actions documentation for setup details.

Can I get volume discounts at 5,000 or 50,000 tickets per month?

Per-ticket volume discounts start at approximately 100,000 tickets per month. Below that, the standard $0.10/ticket rate applies. At 100k+ volumes, contact us to discuss custom pricing.

Do you have a contract I need to sign?

No long-form contract for Pro or Scale. It's a monthly or annual subscription you can cancel anytime. Our Terms of Service cover the legal basics. Enterprise customers can request a formal service agreement for legal review.

What's the uptime guarantee?

Enterprise includes a contractual 99.99% uptime SLA. Pro and Scale don't have a formal SLA, but our actual uptime is high. You can check our live status page any time.

My AskAI Pricing Explained: Per-Ticket Costs, Plans, Add-Ons, and Everything Else You Asked