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What counts as a resolved case

A is resolved when your team marks it resolved or the user says it is solved. Billing also needs a team reply, a qualifying Templ step and the billing checks. When a case is billed lists each check and 8 examples.

Resolved-case billing In testing

When a case is billed​

Case: Only a user message opens a case. A team note or reply alone does not open one. A user reply within 7 days reopens the same case.

Resolved: Your team chooses Resolve, or the user chooses Mark as solved or answers Yes. The widget asks Did this solve it? after 24 hours following a team reply. Silence alone never creates a charge.

Billable: The team sent at least 1 reply before resolution. Before resolution, Templ recorded at least 1 qualifying step in that case:

  • A returned a definite result: failed, confirmed, pending or token changes.
  • The case's user proved wallet ownership with a free signature.
  • A registered sent a real answer the user saw in that case.

Unknown, not found and errors do not count. An , automatic greeting or -only message does not count. A handoff asks the team to answer. It sends no AI answer. A connected wallet alone does not count. The app's failure snapshot alone does not count. Steps recorded only after resolution do not count. Templ records each step and its time.

The case had no exclusion when it opened. The case is not a duplicate from the same user within 24 hours. Moving a to a wallet does not count twice. A case without a saved exclusion check never bills. A with no Templ step stays resolved and is not billed. Plan and case views show the reason. Statement lines and usage exports include it.

Final: A team resolution becomes final after 7 days without a reopen. A user's solved answer becomes final after 24 hours. Until then, Plan shows an eligible pending charge without taking money from the . A case resolved by Templ's managed AI also needs the user's Yes before it can bill.

The fee for a case your team resolves is a software fee.

Use the free cases​

Your first 3 helped cases are free. Each needs a qualifying Templ step before resolution, a team reply, no opening exclusion and no duplicate. An eligible resolution holds a free case when one is available. Finalization uses it after all billing checks pass. A void releases it. Existing reservations keep their order when cases finalize at different times. Managed AI cases select coverage at finalization after the user's Yes. Cases without a Templ step use no free case, grant case, paid price step or pilot cap. This keeps your free cases for cases that could otherwise bill.

Check what never bills​

Setup, team previews, install-check previews, listed test accounts and Templ's own check are excluded under their allowances. Spam marked before final does not bill. A handoff, note or follow-up adds no charge. An abandoned case never bills from silence. The latest message must be a team reply before abandonment after 14 days of user silence.

Managers can list 10 test accounts. Their allowance covers 50 test cases per 30 days. The exclusion must exist when the case opens.

Reopen and dispute​

Before final, a user message or No voids a pending charge. A team reopen voids a team resolution before final. A team reopen alone does not void a confirmed charge. The user's later Yes can restore the same charge. After final, use a dispute in Plan. A can dispute within 30 days. An accepted dispute returns the charged amount, free case or grant case. An open dispute leaves the charge in place until Templ accepts it.

Each UTC month has an automatic credit allowance. It is at least 2 charges or 5% of the last 30 days' final charges, whichever is higher. Templ rounds the percentage down to whole charges. Further disputes need operator review.

Read examples​

The user returns on day 3​

Your team resolved the case. The user returns within the reopen window. The same case opens again and the pending charge is void.

The AI passes the case​

The AI only hands off. Your team replies and resolves it. Without another Templ step, the case is not billed. With a transaction check or , the same case price applies.

The user taps Solved​

The team replied and Templ recorded a definite transaction result. The user chooses Mark as solved. The charge becomes final after the user-confirmation window unless an exclusion applies.

The team answers a FAQ​

Your team answers a question and resolves the case. Templ recorded no step. The case stays resolved. It uses no free case or balance.

The managed AI answers​

Templ's managed AI answers and resolves the case. The user has not confirmed it. The case does not bill until the user answers Yes. The normal confirmation window and other billing checks still apply.

The team marks spam​

The team marks spam before final. The case does not bill. After final, a billing manager disputes the charge.

A test account asks​

The manager listed the account before the case opened. It has test allowance left. The excluded case uses no free case or balance.

Review unusual activity​

Templ can hold charges for unusual resolution or spam patterns for review. A held charge never becomes a payment receipt.

Read Pricing, the inbox and AI modes.

In testing means the feature is built and not yet open to every workspace.

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