Proactive VS Reactive
Are the commands and actions that you started when you’re talking to the bot, this will not cost you anything. They don’t count towards your interaction, so you can use as many of those if you like.
These are the ones that are used by the bot, where it starts the conversation with you in the Telus channel. Examples are New Ticket Notifications, Customer Reply, SLA breaches, and the likes. This is initiated by the system and is proactive, therefor prompting your team to take action.