Resolutions
Deway is priced on outcomes, not actions. You are charged for one resolution per outcome, never per step. Deway can take many steps to reach a resolution and you still pay once.
What is a resolution?
A resolution is a single completed outcome where Deway delivered value to the user. There are four kinds:
| Type | What happens |
|---|---|
| Guided resolution | Deway understands a user's intent and guides them to complete what they came to do, with no human needed. |
| Answered question | A user asks a question and Deway gives them the answer they need, with no further help requested. |
| Routing | Deway recognizes the user needs a human or another team and routes them with full context, for example a support handoff, a bug report, or a feature request. |
| Collected feedback | A user completes a survey or NPS prompt that Deway showed them. Results appear under Results in the admin. |
One charge per outcome
You are only ever charged once per outcome, no matter how much work Deway does to get there.
- A user can ask several questions or move through several steps in one session and it still counts as a single resolution.
- The number of messages, clicks, or guidance steps Deway takes has no effect on the charge.
- If a session produces no completed outcome, there is no charge.
Common scenarios
The table below outlines common scenarios with Deway and whether they are billed as a resolution.
| Scenario | Type | Billed |
|---|---|---|
| Deway answers a user's question and no further help is requested. | Answered question | Yes |
| A user is unsure how to complete a task; Deway guides them step by step and they finish it. | Guided resolution | Yes |
| A user asks a question, gets a usable answer, and continues without asking for more help. | Answered question | Yes |
| A user leaves the conversation satisfied after Deway's last answer. | Answered question | Yes |
| Deway can't resolve the request and hands the user off to your support team with full context. | Routing | Yes |
| A user reports a bug and Deway captures it and routes it to your team. | Routing | Yes |
| A user asks for a feature and Deway logs the request and routes it to your team. | Routing | Yes |
| Deway determines the request needs a human and escalates it to the right team. | Routing | Yes |
| A user submits an NPS score from a Deway prompt. | Collected feedback | Yes |
| A user completes a survey Deway showed them. | Collected feedback | Yes |
| A user dismisses a survey or NPS prompt without answering. | Not a resolution | No |
| Deway only greets the user and gives no substantive answer. | Not a resolution | No |
| Deway asks a clarifying question, the user never responds, and the session auto-closes. | Not a resolution | No |
| A user abandons the session before getting an answer or being routed. | Not a resolution | No |
| The session is internal traffic from your own team. | Not a resolution | No |
| Bot or development and test traffic. | Not a resolution | No |
How pricing scales
Pricing is usage based and tiered by monthly resolutions. The more your product is used, the less each resolution costs. Your effective per-resolution price drops automatically as you grow, with no renegotiation. There is no minimum spend and no base platform fee.
See current pricing at deway.ai/pricing.
Questions about a specific interaction
If you are unsure how a particular session was classified, reach out to the Deway team and we will walk through it with you.