Voice billing

Voice is priced as a monthly add-on with a bundle of included minutes, rather than folded into every plan. The current figures are read from the live billing catalogue and shown on the pricing page; this page does not repeat them, because a price written into documentation goes stale without anybody noticing.

Why an add-on

Voice carries a per-minute cost to a telephony provider that has no relationship to how many agents or seats a workspace has. Folding it into every tier would mean every customer paying for capacity most of them never use, and the ones who do use it paying the same as the ones who do not.

How minutes are counted

• Wall-clock minutes of connected call time, against the included bundle first.
• A call that ends because funding ran out is settled as partially completed rather than as failed. The work that happened is recorded, and so is where it stopped.
• A transcript is saved before settlement, so a failure to settle does not lose the record of what was said.
• Speech generation outside a call is metered as ordinary credit use, not as voice minutes.