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Agentforce Self-Service Billing Models
Agentforce Self-Service offers resolution-based, login-based, and member-based billing models for customer self-service experiences. Use this information to understand how consumption is measured, which interactions are billable, and which billing model best fits your self-service deployment.
Required Editions
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
Agentforce Self-Service supports self-service experiences across chat, portal, voice, and messaging channels. The billing model that you choose depends on how customers access self-service experiences, how frequently they interact with them, and whether users authenticate before engaging with the agent experience.
Considerations for Agentforce Self-Service Billing Models
Review these known limitation before deploying Agentforce Self-Service.
- Email is not supported. Resolution-based billing doesn't apply to email interactions. Email is out of scope for Agentforce Self-Service licenses.
- Agentforce custom actions that call Data Cloud are not supported. Custom actions that make Data Cloud calls are not metered under the Help Agent Resolutions usage type.
- Agent actions of type Prompt Template are not supported. Prompt Template-based agent actions are not metered under the Help Agent Resolutions usage type.
- Proactive scenarios are not supported. Proactive engagement scenarios are not metered under the Help Agent Resolutions usage type.
- Timeline component (Data Cloud calls) is not supported. Data Cloud calls made through the Timeline component are not metered under the Help Agent Resolutions usage type.
- LLM calls via Agent Actions are not supported. When an agent action internally makes a call to the LLM gateway, this differs from LLM calls with the Agentforce reasoner/planner and is not metered under the Help Agent Resolutions usage type.
Other Considerations
Due to a known issue, Voice-based Help Agents aren't currently being unmetered for Agentforce actions and Data 360 queries.
When to Use Each Billing Model
Choose the billing model that aligns with your self-service experience.
| Billing Model | License | Best For | Available On |
|---|---|---|---|
| Resolution-Based Billing | Agentforce Self-Service Resolutions | Guest users who interact with the help agent chat, voice, or messaging channels | Enhanced Chat, Web Chat, Agentforce Service Portal, Voice, and supported messaging channels |
| Login-Based Billing | Agentforce Self-Service Login | Users requiring an authenticated portal experience that goes beyond a guest portal. Ideal for supporting a large volume of infrequent users. | Agentforce Service Portal |
| Member-Based Billing | Agentforce Self-Service Member | Users requiring an authenticated portal experience that goes beyond a guest portal. Ideal for users who frequently access a portal. | Agentforce Service Portal |
Salesforce Digital Wallet tracks consumption for all billing models. Consumption is recorded only when a billable event occurs.
Resolution-Based Billing
Agentforce Self-Service Resolutions is designed for self-service interactions across supported channels. Resolution-based billing is part of Agentforce Flex billing and uses Flex Credits to track consumption. The Agentforce Help Agent uses an outcome-based pricing model. You're charged only when the agent successfully resolves a customer inquiry or request. Billing consumption is calculated based on the total number of successful resolutions across your deployment channels and tracked using Flex Credits. Salesforce uses deterministic billing criteria rather than semantic interpretation of conversation quality, providing predictable and auditable billing outcomes.
Billable Resolutions
A Help Agent session qualifies as a Resolution when it meets these conditions:
- Includes at least two turns of messages between the user and agent (not abandoned)
- The final feedback from the user isn't explicitly negative
- The conversation concludes without the user escalating to a human agent, or the final feedback is explicitly positive
When a session is successfully resolved, any Agentforce actions or Data 360 queries run during that interaction are included and aren't billed separately.
Abandoned Sessions
Abandoned sessions aren't billed. A session is considered abandoned when the conversation ends before meaningful engagement occurs. To qualify as engaged, the interaction must include:
- At least two user messages.
- At least two agent responses beyond the initial welcome message.
Escalated Sessions
An escalation occurs when the Help Agent transfers the interaction to a human-assisted process, such as:
- Transferring the user to a human agent.
- Creating a case for human follow-up through an escalation flow.
- Initiating another escalation handoff.
Sessions that escalate aren't billed as Resolutions. If a case is created as part of a standard service process and not through an escalation flow, the interaction can still qualify for Resolution-based billing.
Session Duration
Agentforce Self-Service evaluates Resolution-based billing at the end of a session window. For text-based channels, session duration is configurable and defaults to two hours. If a user resumes the conversation after the session window expires, a new session begins and is evaluated independently.
Login-Based Billing
Agentforce Self-Service Login is designed for authenticated users who access the Agentforce Service Portal. Consumption is tracked as login events in Salesforce Digital Wallet. A user who signs in multiple times during the same day counts as a single login.
Unlike Resolution-based billing, login-based billing doesn't evaluate conversation outcomes. Consumption is based on authenticated access to the self-service experience. Use Agentforce Self-Service Login when users access self-service periodically and benefit from a personalized portal experience. Add concept content here.
| Feature | |
|---|---|
| Setup & tracking | Managed in Salesforce Digital Wallet. Tracked as a usage type on the Flex Credits card. For more information, see Flex Credits. |
| Consumption model | True consumption: Entitlements accumulate across the contract length rather than resetting annually. |
For information about login-based licensing concepts, daily login usage, and license allocation, see Experience Cloud User Licenses.
Member-Based Billing
Agentforce Self-Service Member is designed for authenticated users who access self-service frequently.
Consumption is tracked as member subscriptions rather than login events. Users can access Agentforce Service Portal experiences throughout their subscription period without consuming daily login events. Unlike Resolution-based billing, member-based billing doesn't evaluate conversation outcomes. Use Agentforce Self-Service Member when users require ongoing or high-frequency access to self-service experiences.
For information about member-based licensing concepts and license assignment, see Experience Cloud User Licenses.
Included Capabilities
Included capabilities can include:
- Agentforce Self-Service conversations
- Knowledge retrieval experiences
- Agentforce actions
- Personalization experiences
- Self-service portal experiences
- Supported messaging and communication channels, depending on the billing model and purchased entitlements
For information about channel availability and licensing requirements, contact your Salesforce account executive. These runtime activities are included and aren't metered separately:
- Data Cloud runtime queries used for knowledge retrieval and personalization
- Agentforce standard actions
- Agentforce custom actions
For information about product consumption and usage tracking, see, About Digital Wallet
Activities That Don't Trigger Billing
Activities That Don't Trigger Billing
- Landing on a portal page without interacting with the agent.
- Viewing AI-generated content without starting a conversation.
- Browsing or navigating static content.
- Expanding Dynamic Q&A content without engaging in a conversation.
- Consuming content without interacting with the self-service agent experience.
Billing begins only when a user actively engages in a conversational interaction with the agent.
Example Billing Scenarios
Guest User Resolves an Issue
A customer visits a public support site and interacts with Agentforce Self-Service through web chat. The customer receives an answer and leaves the conversation without escalation. If the interaction meets the Resolution criteria, the session is billed as one Resolution.
Authenticated User Accesses a Portal
A customer signs in to Agentforce Service Portal multiple times during a single day. With login-based billing, the customer's activity counts as one login for that day.
Frequent Portal User
A customer with a member subscription accesses the portal throughout the month. The customer's usage is covered by the member subscription and isn't tracked as daily logins.
Monitor Consumption
Salesforce Digital Wallet tracks consumption across Agentforce Self-Service billing models.Consumption is tracked as:
- Resolutions for Resolution-based billing. Resolutions are tracked as a usage type on the Flex Credits card in Salesforce Digital Wallet.
- Login events for Login-based billing.
- Member subscriptions for Member-based billing.
For Resolution-based billing, Salesforce evaluates whether a Resolution occurred when the session window ends.
Salesforce Digital Wallet tracks consumption across Agentforce Self-Service billing models.
Consumption is tracked as:
- Resolutions for Agentforce Self-Service Resolutions.
- Login events for Agentforce Self-Service Login.
- Member subscriptions for Agentforce Self-Service Member.
For Resolution-based billing, Salesforce evaluates whether a Resolution occurred when the session window ends.
To monitor usage, remaining entitlements, and consumption trends, see Agentforce Service Billable Usage Types Monitor Usage for Consumption-Based Products in Digital Wallet.
