Short answers to the billing questions agency owners and admins ask most. For how the wallet works, see Billing & Your Wallet; to top up, see Adding Funds & Auto-Recharge.
What costs money?
A seat licence per agent, plus usage drawn from your prepaid wallet. The Pricing page lists $50 per seat per month and these usage rates:
| Item | List price on /pricing |
|---|---|
| VoIP calling | $0.025 per minute |
| AI transcription | $0.50 per hour of audio |
| Local phone numbers | $1.50 per number per month |
| Toll-free numbers | $3.50 per number per month |
| SMS and MMS texting | Per message, at the rate on your billing page |
| AI Agent voice | Per minute |
| AI compliance analysis | Per call analysed |
| AI Mock Calls training agent | $0.15 per minute |
Where do I see my own rates?
Open Agency Settings > Agent Wallets. The matrix lists each category the wallet is charged for, with Your cost per unit: per-minute calls, per-agent seat fees, SMS messages (per segment), AI Sales Coach (per coached minute), AI analysis (token-based, billed per call), toll-free and local numbers (per month), phone-number purchase (one-time, set by the carrier), vendor service usage (scrubs, lookups, registrations) and lead provider calls.
Rates can differ by plan. The rates on Agent Wallets are the ones that apply to your account, and Transaction History shows each actual charge.
Why was I charged $5 for an agent I switched off?
Switching an agent off archives them. Their data stays in the system, and that retention is billed as an archived seat. Before anything happens, the Archive Agent window shows the charge, for example "Charge Amount: $5.00" and "While Archived: $5.00/month while archived", with the reason.
- Archive Agent charges the agency wallet now, then monthly while the agent stays archived.
- Delete Agent Instead removes the agent and their data, so there is no archived-seat fee.
- Cancel keeps the agent active: "Agent remains active - no archive charge was made".
If the agent was already billed for archived-seat retention this month, the window says the agent will be disabled with their data kept, without a charge amount. Supervisors and admins you switch off don't get this window. See Managing Agents.
Why was I charged when I switched an agent back on?
Reactivating an agent can bill a seat. The Seat Billing Charge window says "Reactivating this agent will result in a billing charge" before you select Proceed with Reactivation. If the wallet doesn't have enough funds, the agent is not reactivated.
Why did the dialer stop placing calls?
When the agency's wallet balance is below its limit, the dialer won't start. Agents see Agency Account Overdrawn: "Your agency account is overdrawn. Please contact your agency administrator to resolve this issue before making calls." Their status is set to Disconnected.
To fix it, an admin adds funds: Agency Settings > Billing & Wallet Settings > Add Funds. The balance is also shown in red in the top bar when it is negative. For other reasons calls stop reaching an agent, see Why Am I Not Getting Calls?
What does a phone number cost?
A monthly fee per number, plus a one-time purchase cost set by the carrier. When you buy a number, the search results and the confirmation show its Setup Fee, Monthly Fee and Per Minute rate before you select Complete Purchase. Monthly number charges appear in Transaction History, for example "Local number monthly billing: (ID: 553) @ $1.50/number/month". See Phone Numbers.
How are text messages charged?
Per message segment, at the SMS rate on Agent Wallets. A long message can use more than one segment. The opt-out text set in Agency Settings > SMS Settings is added to messages when Include Opt-Out on Every Message is on, which makes them longer. See SMS Messaging.
Do AI features cost extra?
Yes, they are usage-based:
- AI Sales Coach: per coached minute while it is on during calls. See AI Sales Coach.
- AI compliance analysis: per call analysed. See AI Compliance Analysis.
- AI analysis of an agent's calls: the AI Analysis tab on Agent Analytics generates a review when you open it, unless a recent one is cached.
- AI agents: AI Agent voice is billed per minute, and voice previews are AI requests. See AI Agents.
What do vendor scrubs cost?
Each litigator or reassigned-number check costs the wholesale cost plus the markup set on Agency Settings > Vendor Scrubs, in cents per check. A number checked within the cache period isn't checked again. Scrubs are off unless you turn them on.
What do lead campaigns cost?
Each campaign card shows "Cost: $X per billable item". Calls or leads you receive through an approved campaign are billed at that price. See Lead Campaigns.
What is the minimum top-up?
$10.00. Quick amounts are $50, $100, $250 and $500.
Can agents pay for their own usage?
Yes, with per-agent wallets: turn on Enable per-agent wallets under Agent Wallets and choose which categories pass to agents. See Billing & Your Wallet.
Can I get money back out?
Only credits from agent-paid lead provider calls. They collect in the Withdrawable balance on Agent Wallets, and Request withdrawal asks for an offline ACH payout. Prepaid wallet funds are not listed as withdrawable.
Who do I ask about a charge?
Find the charge in Transaction History first; its description names the number, agent or service. If it's still unclear, contact support with the date, amount and description.
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