Billing & Plans: Minutes, Included Numbers & Upgrading/Downgrading

How Subscription Plans Work #

Each plan tier includes:

• A monthly quota of Included Call Minutes (e.g., Starter, Pro, Business tiers).
• Included Phone Numbers allowance.
• Feature access (Outbound calling, Web Embed widget, Calendar booking, Analytics, White label options).

Minute Usage & Billing Rules #

1. Duration Calculation: Call duration is measured in seconds from answer to call disconnect, rounded up to the nearest minute.
2. Inbound & Outbound: Inbound phone calls, outbound campaign calls, and web embed calls consume plan minutes.
3. Rollover: Monthly plan minutes reset at the start of each billing cycle. Unused plan minutes do not roll over to the next month.

Text Messages per Month #

Plans can include text conversations: website chat, text messages to your number and the Chat API. Those use messages, not minutes.

1. Each message the agent sends in a text conversation counts as one message. Messages your customers send do not count.
2. Your plan shows the monthly numbers under Website chat messages per month and SMS messages per month. Some plans show no limit.
3. The count starts again at the beginning of each billing period. Unused messages do not roll over.
4. Test conversations from Test by text do not count. They have their own daily limit (see Creating Your First Agent).
5. If your account is a managed client of a reseller, messages count against the reseller's shared pool and against your own plan's limit. Whichever runs out first stops the agent.

When the messages run out:

• The agent sends one short, fixed message to that person saying you will get back to them. Your platform sets the wording.
• The agent stops replying in that conversation, and you get an email so you can answer it yourself. If you use webhooks, the Text Conversation Handed Off event is sent too.
• Every conversation that writes in after that gets the same message and a handoff, until the count resets or your limit goes up.

Buying Extra Minutes or Messages #

If you run out of plan minutes or text messages before your monthly renewal, you can buy a pack. A pack is a one-time purchase, never a subscription.

1. Open Add-ons from your account menu (your name, top right) (/dashboard/add-ons). The page has one section for each thing your plan includes: Minutes, Website chat messages and SMS messages.
2. Choose a pack in the section you need and complete the checkout.
3. When the checkout finishes you are brought back to the page and the pack is added. Calls and messages continue straight away.

The Balance and auto-buy card at the top shows what is left of each type as a bar: your plan allowance first, then your packs.

How packs work:

• A pack is only used after your plan's monthly allowance for that same thing is used up. Packs carry over from month to month until they expire (the expiry is shown on the pack, one year if none is shown).
• Each type is separate. Website chat message packs never pay for SMS messages, and minute packs never pay for messages.
• Packs are non-refundable once purchased, unless the Add-ons page shows a refund option for a pack you have not used yet.
• If you use a managed account from a reseller, ask your account manager for more: managed accounts cannot buy packs themselves.
• If a pack runs out, the agent behaves as it does when a plan allowance runs out (see above for messages).
• When you are running low or have run out, a banner on your dashboard tells you and links to Add-ons. You also get an email when a pack runs out.

Auto-buy #

Auto-buy buys a pack for you when you run low, so calls and messages are never interrupted.

• What it counts: what is left of your plan allowance plus any unused packs of the same type. Auto-buy only runs once that total falls below your plan's trigger point (for example, with a 90% trigger it buys when less than 10% of your monthly allowance is left). If your plan has no monthly allowance for that type, it buys when your pack balance gets low.
• Separate for each type: minutes, website chat messages and SMS messages each have their own auto-buy switch on the Add-ons page. Turn off one type without affecting the others. A type only offers auto-buy when your plan includes a default pack for it.
• Limits: there is a short wait between two auto-buys of the same type, and auto-buy pauses itself for every type after several failed card charges in a row. Update your payment method, then choose Resume auto-buy on the Add-ons page.

Upgrading or Downgrading Your Plan #

1. Open Billing & Plans from your account menu (your name, top right) (/dashboard/billing).
2. Compare available subscription tiers.
3. Click Upgrade or Change Plan on your desired plan.
4. Updates take effect immediately, pro-rating any remaining credit from your current plan.

Managing or Cancelling Your Subscription #

1. Open your Profile (your name, top right, then Profile).
2. In the Subscription card, click Manage subscription (/dashboard/manage-subscription).
3. From there you can update your payment method, cancel, or resume a cancelled subscription before it ends.

Related Articles #

• Buying & Connecting Phone Numbers
• API Keys / BYOK Explained