# Defining engaged conversations > Engaged conversations are a type of billable conversation where an AI participant has played a active role in a conversation with a customer. Source: https://help.kustomer.com/en_us/engaged-conversations-r1CGisY21g Last updated: 2026-06-02T20:22:43.373Z Engaged conversations are [billable conversations](https://help.kustomer.com/billable-conversation-rJ8wVoqbye) involving [Kustomer Concierge](https://help.kustomer.com/understand-ai-agents-SJWtPjAtC) (formerly AI for Customers) in any one of the following channels: email, chat, SMS, KB form, FB Messenger or Whatsapp. Engaged conversations are billed at the rate outlined in your Kustomer order.  Engaged conversations include: * Conversations in Concierge that have been smart routed to an automation. * When Kustomer AI receives an inbound message, it first checks to see if the message matches its deployment conditions.  * Next, Smart Routing reviews the conversation to detect customer intent. * The conversation is marked _engaged_ only if Smart Routing determines that the conversation's intent should be handled by your AI Automation. * Conversations in AI for Customers 1.0 where:  * A customer has sent an inbound message and AI engaged with it. See [Defining AI engagements](https://linear.app/kustomer/document/defining-engaged-conversations-803f1a480a3c#defining-ai-engagements-ai).   * An AI-response was generated for a customer inquiry using the [_AI Response_ interaction](https://help.kustomer.com/use-ai-to-respond-to-customer-inquiries-rkUFDaYK2) available in Customer Assist. A Conversation involving an automation that is marked as spam in accordance with any [billable spam guidelines](https://help.kustomer.com/billable-conversation-rJ8wVoqbye#spam) is not considered an Engaged conversation. Responses or summaries generated by [AI Summaries](https://help.kustomer.com/en_us/ai-generated-summaries-HkklW4Rkl) or [Copilot automated actions](https://help.kustomer.com/en_us/use-copilot-SyU13vB1lg#actions) are not billed as engaged conversations. ### In this article: * [Defining AI engagements](#ai-engagements) * [FAQ](#faq) ### Defining AI engagements Generally, AI engagement is considered true for any conversation when:  * An AI automation formed a response that was sent to the customer * An AI automation attempted to generate a response, regardless of whether it was ultimately sent. * A human agent hands the conversation off to an AI automation. * An AI automation team viewed or opened the conversation, even without sending a response. Once the AI automation is involved at any point in a conversation, the conversation is considered _engaged_.  Because engagement is tracked at the _conversation_ level, it’s helpful to understand when an inbound message creates a **new** conversation versus continuing an **existing** one. The table below summarizes the **default threading rules by channel**. Organizations can override these defaults with custom receiver workflows, so your exact behavior may differ. **Channel** **Grouped based on** Notes Postmark Reply-to-id The _message ID_ of the email being replied to (from the **In‑Reply‑To** / **References** headers). Kustomer uses it to attach replies to the correct email thread. If that header is missing or altered, a new conversation may be created. Gmail Reply-to-id The _message ID_ of the email being replied to (from the **In‑Reply‑To** / **References** headers). Kustomer uses it to attach replies to the correct email thread. If that header is missing or altered, a new conversation may be created. Chat Chat Session ID A unique ID for a single chat session. A new session ID means a new conversation. Whatsapp Match conversation by to/from/org key.  Start a new conversation if no match exists, the thread is >30 days old, the conversation has been closed >24 hours, or it was marked done by Customer Assist. Otherwise, continue the existing thread (including open or system‑closed threads). Facebook 24 hour window after the most recent message from user in this channel If a new inbound message arrives **within 24 hours** of the customer’s last inbound message on that channel, it threads into the existing conversation; otherwise, a new conversation starts. Instagram 24 hour window after the most recent message from user in this channel If a new inbound message arrives **within 24 hours** of the customer’s last inbound message on that channel, it threads into the existing conversation; otherwise, a new conversation starts. Twilio (SMS) 24 hour window after the most recent message from user in this channel If a new inbound message arrives **within 24 hours** of the customer’s last inbound message on that channel, it threads into the existing conversation; otherwise, a new conversation starts. Messagebird SMS 24 hour window after the most recent message from user in this channel If a new inbound message arrives **within 24 hours** of the customer’s last inbound message on that channel, it threads into the existing conversation; otherwise, a new conversation starts. Messagebird Whatsapp 24 hour window after the most recent message from user in this channel If a new inbound message arrives **within 24 hours** of the customer’s last inbound message on that channel, it threads into the existing conversation; otherwise, a new conversation starts. Sendbird The Sendbird channel ID used to group messages within a thread.  Kustomer Voice N/A [Kustomer Voice services](https://help.kustomer.com/en_us/kustomer-voice-B1uGhF9Ti#services) are not considered engaged conversations, and are priced differently depending on service used. See [Voice pricing details](https://help.kustomer.com/en_us/kustomer-voice-B1uGhF9Ti#services:~:text=our%20Kustomer%20Voice%20pricing%20details%20page).  ### ### FAQ **Q. What default time limits determine whether a new inbound message is threaded into an existing conversation or starts a new one?** For channels that do **not** provide their own native thread or session identifier (such as SMS and social messaging channels), Kustomer will start a new conversation if more than **24 hours** have passed since the most recent message from that customer on the same channel. For channels that _do_ provide their own threading signal (for example, email, chat, and WhatsApp), Kustomer relies on that channel-specific identifier rather than a fixed time window. **Q. Does this apply to both seat-based and conversation-based plans?** These default threading behaviors apply regardless of plan type. For organizations using **AI-enabled services**, conversation grouping is especially important because automations operate at the conversation (thread) level and do not synthesize across separate conversations. **Q.** **Are Kustomer Voice calls considered engaged conversations?** Because AI for Customers is not currently generally available for Kustomer Voice, Kustomer Voice calls are not considered engaged conversations.