In this article, you will learn how Workiz calculates conversations for Genius Answering.
Genius Answering is an AI-powered answering service capable of picking up incoming calls, speaking with your customers about the services they need, and even adding jobs to your schedule. Genius Answering is a powerful AI tool built right into Workiz, eliminating the need for manual training.
When you add Genius Answering to your Workiz subscription, you’ll receive a set number of conversations each month.
In Workiz, a conversation refers to an interaction between your AI agent and a client — whether it happens over phone calls or text messages. When your Genius Agent engages with a client, that interaction counts toward your conversation usage for the month.
How conversations are measured
Because calls and texts work differently, Workiz counts them differently.
| Type | How it's counted |
|---|---|
| Call | Any phone call that lasts 20 or more seconds. If a call is ended before it reaches 20 seconds, it will not count toward your conversation usage. |
| Text | Any interaction where your AI agent sends at least four messages within a three-day window. If your AI agent sends another message after that window has passed, it will be counted as a new conversation. |
How Genius Answering affects your phone usage
Genius Answering conversations also use your Workiz Phone plan. For example, a five-minute AI-handled call counts as one Genius Answering conversation and uses five phone plan minutes.
Call minutes and text messages are counted toward your phone plan because your Genius Answering AI agent uses your Workiz Phone service to communicate with clients, just like any other team member would.