Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Ask the question the other way round. The add-on is an account-level upgrade to unlimited use, and without it you already have an allowance: five uses per agent per month, pooled across everybody.
What do I get without buying it?
The allowance is your agent count times five, capped at 500 uses a month, and it is shared: a team of ten has fifty between them. Intelligent triage classifications do not count against it at all.
Watch that number before deciding. The Monthly usage box under Account > Usage > Summary answers the question better than any projection: a team that never approaches its allowance does not need unlimited, and one that exhausts it in the first week has already made the case.
Can I limit it to some agents?
The allowance is documented as pooled across the instance rather than as seats you assign to named people, so treat "buy it for three of the twenty" as something to confirm rather than assume. Ask pluscloud how it applies to your account before you budget on that basis.
Where it earns its place
First-line agents handling volumes of similar questions, anybody working long email threads where summaries save real time, and newer colleagues who get suggestions drawn from how the team already answers.
It earns least with specialists handling a few complex cases a day. Their work is judgement rather than assembly, and a suggestion built from articles has little to add.
Run a pilot on the allowance first
Five or six willing agents for a fortnight, inside the free allowance. Their verdict is more reliable than a projection, and it tells you which groups would use it.
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