Why is the total usage on my invoice different from my total resolved conversations in month x?

Usage on an invoice can differ from the amount of conversations throughout a month for various reasons

• The resolution date of all your conversations may not align perfectly with our invoicing schedule. This is mainly due to our billing system having a 24-hour delay, which might cause conversations resolved on, for instance, November 30th to appear on December 1st. These conversations will be included in your December invoice. As a result, the amount reported in the customer portal for a given month may not match the invoice usage for the same month.
• Some of your resolved conversations may have a usage count higher than 1. More details can be found in this article.
• Conversations might remain open for an extended period, even weeks or months, without being resolved. As long as the customer keeps the conversation going, it remains open and is not billed. When billing occurs, the start date of the conversation will naturally differ from the billing date.