Each plan includes a number of talking minutes, pooled across your account. Time the agent spends talking to somebody counts, whether that is on your website, on your phone number or on a call it places. Nothing is charged automatically for going over; the agent stops instead.
How you are told
- An email at 80% of your minutes, and another when they are all spent.
- In Settings › Billing, a warning appears at the same point, with a bar showing minutes used.
- On the Dashboard, Minutes used shows the time for the range you have chosen.
What stops, and what callers hear
When the allowance is spent the agent stops answering until the period rolls over or you add minutes. If you have a phone number, it keeps picking up. Callers hear one short line saying nobody can take the call right now, and are offered the chance to leave a message. Those messages still arrive in your callbacks.
- Open Settings and the Billing tab (Owners only).
- If a top-up is on offer, press the Top up button. It adds minutes for this period as a one-off charge, and nothing renews.
- Otherwise choose a bigger plan from the plans listed on the page.
- Either brings the agent back on straight away, with the same embed code and number.
Top-up minutes end with the period
Topped-up minutes are gone at your next billing date. Accounts without a paid subscription, the free plan included, are counted over a rolling 30 days instead, and minutes come back as older calls leave that window. See the pricing page for what each plan includes.
Will I get an overage bill?
No. The agent stops answering rather than charging you for going over.
Is a top-up always available?
Not on every workspace. If you do not see a Top up button, the billing page tells you what to do instead, which is usually a bigger plan or an email to us.