How usage is billed

Calls, phone numbers, SMS, and email all draw on one prepaid credit balance, at the rates set for your workspace.

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The prepaid model

Usage is billed in credits against a prepaid workspace balance. Credits can come from:

1. Your plan — included credits are added after a successful plan payment.
2. Top-ups — one-off or automatic credit purchases.
3. Transfers — credits received from a white-label reseller or workspace administrator.

Included plan credits are used before purchased credits and renew with the billing period. Purchased credits roll over.

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What a call consumes

Calls use credits according to the rate shown for your workspace:

• Voice time is billed per second, with a 30-second minimum — a call that ends after 10 seconds still deducts 30 seconds of voice-time credits.
• Calls through managed phone numbers can have a destination-dependent rate. The telephony portion of that rate is rounded up to the next full minute, even though the voice-time portion is billed per second.
• Web calls have no managed-number charge.
• Outbound calls only start billing once the call connects. Dialing and ringing are never charged — the clock starts when the person (or their voicemail) answers.

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Other charges

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Extra and regulatory fees

A few less common charges and special cases:

• Premium or vanity number types, where a country offers them, carry a higher monthly price than a standard local number — shown in the marketplace before you buy.
• Uncommon languages or voices outside the standard catalog are not self-serve. Contact support if you don’t see what you need.
• Regulatory or carrier surcharges in some countries (for example emergency-services or universal-service fees) are passed through as part of the destination-dependent rate rather than billed separately.
• Going over a plan limit depends on which kind of limit it is. Usage keeps running on credits: call time always draws on your balance, and automation runs past the monthly allowance debit credits at your workspace rate. Counted resources — assistants, campaigns, knowledge bases, tools, members, cloned voices — are hard limits: the extra one is blocked rather than billed, so you upgrade the plan instead of paying an overage fee.

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How a call is charged

At the start of a phone call, credits are held for the maximum talk time at your workspace credit rate (talk plus telephony). That hold is not the bill. After the call:

• unused hold is released
• Credits billed shows the combined posted amount when the complete summary is available
• Telephony is the final telephony portion after the live connection price at your workspace rate (not the hold estimate)

GET /api/v1/calls/{id} and MCP get_call include the primary-call and hold figures: billing.credits_charged, billing.telephony_credits, billing.credits_reserved, billing.credits_released.

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Review your usage

• Usage shows daily minutes, calls and credit consumption for the active workspace.
• Each call detail shows duration, reserved credits, credits billed, released hold, and telephony when billed.
• Workspace owners and admins can review consumption for the active workspace.

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Choose a reporting period

At the top of Usage, choose 7 days, 30 days or 90 days. For specific dates, open Custom range, choose a start and end date, and select Apply. Both dates are included, with a maximum of 90 calendar days. Cancel keeps the previously applied period. Dates and hourly buckets follow your workspace timezone. The applied period controls usage totals, daily and channel charts, Loop totals and team activity, and balance transactions. Plan credits, Top-up balance, the current plan and current rates continue to show the workspace’s current state rather than a historical balance.

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Hourly activity

The heatmap appears above Usage trend. Its seven weekday rows and 24 hourly columns show activity for the selected channel. Darker cells mean more activity within the selected filter. Hover over a cell, select it on touch, or use the arrow keys to inspect its count. Voice calls is visible first. Select + to choose only the channels that are currently configured and active in your workspace, grouped like Settings → Channels, with an icon and name for each channel. Selecting a channel adds it as a tab and opens its heatmap. Added channels remain available while active, including when you change the reporting period. If no other active channel is available, the plus button is hidden. The catalog supports 22 channel types; your menu shows only the active ones allowed by your workspace’s Beta setting:

• Phone & web: Voice calls counts assistant call requests from phone, web voice and WhatsApp voice, excluding text chats and separate Famulor Loop calls. Web chat counts sessions when they started, once per session regardless of its number of messages.
• Messaging: SMS, WhatsApp, Telegram, Messenger, Instagram and X count recorded incoming and outgoing messages.
• Team chat: Slack, Teams, Discord, Google Chat and Zulip count recorded incoming and outgoing messages.
• Email: Email is available when there is an active workspace email address, including a hosted address, or an active email provider. It shows all recorded workspace and provider email. Email source always offers All email and only the active sources among Workspace email, Gmail, Outlook, Zoho Mail and AgentMail. Active providers are also available as separate channel tabs. A provider tab and its corresponding email source select the same activity; they are not added twice to the all-email total.
• Helpdesk: Freshdesk, Zendesk, ServiceNow and Intercom count recorded messages, not tickets or cases.

Channels marked Beta, including the connected email providers, and their email-source options appear only when your workspace’s Beta Features are enabled. Turning Beta off hides those tabs and returns a selected Beta channel to Voice calls, or a selected Beta email source to All email. Disabling a channel connection likewise hides its tab and returns an unavailable selection to Voice calls or All email. Previously added tabs return if their connection and Beta visibility become available again during the same visit. The All email count can still include historical messages from inactive or Beta-hidden providers; disabling a connection does not remove its historical activity. Voice offers All calls, Outbound and Inbound. Web chat offers All sessions without direction filters. All message channels offer All messages, Outbound and Inbound. Loop totals and team activity remain in their own section below the usage charts. Voice is grouped by request time, web chat by session start, and messages by the time their recorded entry was created, all in your workspace timezone. Recorded activity can include logged queued or failed sending attempts and saved replies or drafts. These counts do not confirm delivery or billed usage and can differ from charged credits and consumed minutes. Counts combine matching weekdays across the selected period, including partial days. The summaries show the Busiest hour, Busiest day and Quietest day for the selected channel and filter. For a period shorter than a week, day summaries consider only the weekdays included in that period.

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Channel mix by activity

Channel mix shows the relative number of activities across active channel types as horizontal bars, sorted from highest to lowest count. Each row shows its icon, count with its unit, and percentage. Active types with no activity remain visible with 0. Beta channels appear only when Beta Features are enabled and contribute to the percentage total only while visible. Phone calls, web voice, AI Avatar, WhatsApp voice and web chat are separate rows when active. Workspace email and each email provider are also separate, alongside SMS, WhatsApp, Instagram, Telegram, team chat and helpdesk channels. Every event belongs to one type: no extra Voice or All email aggregate is added to these rows. A call request, a web chat session or a recorded message each counts as one activity. A row’s percentage is its count divided by the total count of the active, visible rows. A single positive row has 100%; an all-zero period retains its zero bars. The counts follow the applied reporting period and workspace timezone. Message attempts and saved replies can be included; delivery, billed usage and helpdesk ticket totals are separate measures. Loop calls remain in their own section. Credits by channel continues to show credit consumption.

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Credit mix and wallet

Credit wallet shows your current plan credits and top-up balance. Beneath its compact gauge, Credit mix compares relative credit spend for the displayed reporting period across five billing groups: Calls, Emails, Web chat, Messaging and SMS. These billing groups are separate from the activity types in Channel mix. Only category names are visible on the radar. Hover to see absolute credits and each group’s percentage of the total credits spent. The shares use a fixed 0–100% scale. With only one spending group, that group has 100% and the other groups have zero share. A period without spend shows an explicit empty message. The reporting period is selected once at the top of Usage and applies to the charts; wallet balances continue to show the current workspace balance. The activity mix and wallet cards align in height when shown side by side.

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Troubleshooting

Usage higher than expected? The two most common causes:

• A large outbound campaign ran. More calls placed means more voice-time credits consumed — check the campaign’s delivery stats before assuming something is wrong.
• Multiple phone numbers are active. Each rented number’s monthly fee applies independently, so idle numbers you’re no longer using still bill until released.

Check Usage for a day-by-day breakdown, or open a specific call’s detail to see exactly how its credits were reserved and billed.

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For white-label resellers

Resellers set their own customer prices in Plans & Pricing Setup. Customer invoices, payments, and top-ups are managed through the reseller’s connected billing account.

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Loop phone rates and transfers

Open Usage → How credits are calculated → Check Loop phone rates to search for a country and choose incoming or outgoing calls. For incoming calls, choose the country of your receiving number; for outgoing calls, choose the destination country. The estimate shows your workspace’s current credit rates. EUR amounts are the equivalent value at your current credit top-up rate. Number types, destination networks and call routing can change the actual price. Unavailable estimates are not zero-cost offers. Forwarding and warm transfers can involve overlapping phone connections and conference participation. A direct transfer that ends the assistant session stops AI talk-time and avatar billing. A call kept connected through a bridge stops AI talk time the moment the destination is connected to the caller; the bridge itself is billed as a conference service. During a warm transfer, AI talk time covers the consultation up to the moment the colleague is connected to the caller. The conversation after that handoff is not AI talk time. Phone connections, the conference bridge, recording, queue handling and other enabled call services can continue after handoff and are billed for their own usage. An unsuccessful transfer does not end the AI session. The final charge is calculated after the call ends and its usage is available. Review the completed call and the workspace’s credit transactions for the charged amount. The public API provides the same estimates through GET /api/v1/usage/telephony-rates; MCP provides get_telephony_usage_rates. Omit the country to list available countries. Either calls:read or loop:read is required.

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Milian and other metered usage

Milian is pay as you go. Chat usage depends on the AI work completed, including input, output and cached tokens across any model steps. It is not a fixed charge per message. Assistant drafts use an estimated AI workload; dictation uses the speech-processing rate. AI Quality Assurance and AI steps inside automations also use metered AI credits. The Usage page lists your workspace’s current rates for messages, knowledge processing, transcription, simulations, re-evaluation, automation runs and successful card collection. AI work and other actions can add separate usage to a request. Your remaining plan allowance applies where the feature includes one. Read the same rate categories through GET /api/v1/usage/rates or MCP get_usage_rates, with billing:read or calls:read. A usage-based or variable rate without a fixed credit amount is not free usage.

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Assistant phone rates

Use Check assistant phone rates for calls made with a purchased number or a verified caller ID using the included phone service. Choose the receiving number’s country for incoming calls and the destination country for outgoing calls. Phone usage is additional to AI talk time. A verified caller ID enables outgoing calls; it does not add incoming service to that number. These estimates apply to connections using the platform phone service at your current rates and credit conversion. Your own SIP carrier bills its connections directly. A transfer can combine both services; each connection follows the service it actually uses. Platform AI, recording and bridging charges remain separate. The final phone amount is available after the call. For API and MCP estimates, select context=assistant with calls:read. Use context=loop for Loop calling (the default).

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Cold and warm transfer charges

• A cold transfer connects the caller directly to the destination without a consultation. AI talk-time billing stops when the transfer ends the assistant session, or, if the call stays connected through a bridge, the moment the destination is connected to the caller.
• During a warm transfer, AI talk time is billed through the consultation until the colleague is connected to the caller. From that handoff on, the conversation between the caller and the colleague is not AI talk time, even though the assistant stays muted in the call. The original call and destination connection can overlap.
• Failed or unanswered transfers keep the AI session active. Starting a transfer or muting the assistant is not a confirmed successful handoff.

The 30-second minimum for AI talk time still applies. AI talk-time and avatar billing stop when the assistant session ends or when a transfer connects the caller to a human; a transfer request alone does not stop them. Phone connections, recording and enabled conference or bridging services can continue after handoff and use their own measured durations. The call details show the AI time billed until the handoff. Platform phone charges apply only to connections using the platform phone service, including calls with purchased numbers or verified caller IDs. Your own SIP carrier bills its connections directly. For mixed transfers, the service used by each connection determines its phone charges; the original number alone does not decide the whole transfer’s billing. Using your own carrier does not remove separate platform AI, recording or bridging charges. There is no fixed transfer surcharge. The phone cost depends on the actual connected usage, and overlapping connections or conference participation can add usage. The final phone charges are calculated after the call. Session charges are posted around the end of the call. Phone charges and adjustments may arrive later. In History, the combined posted total includes the primary call and linked additional services. Recording is a subset of additional services, so do not add it a second time. The API and MCP expose billing.total_credits_charged for the combined total, billing.additional_credits for linked services and billing.recording_credits for the recording subset. The existing billing.credits_charged field remains the primary-call amount. A null summary means unavailable, not free. Credit holds are separate from charges. In the balance transactions, the bridge or conference usage of an assistant’s transfer appears as Call transfer, and the live minutes of an assistant’s WhatsApp voice call appear as WhatsApp voice call. Loop usage is used only for your team’s calls in Famulor Loop. Entries of the automatic cost reconciliation that change no amount are not listed.

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Call recording

Balance transactions distinguish recording charges by their linked source:

• Assistant recording: recording was enabled and started for the assistant call. The current tariff uses the settled assistant call duration, rounded to started minutes. The charge is posted once the recording file has been processed, usually seconds after the call ends, and can appear later on retry. Switching recording off before a future assistant call prevents that assistant recording; it does not switch off independent Loop or voicemail recording.
• Loop recording: recording of a Loop call, including sections captured with the in-call recording control. Charges use the actual recorded sections; paused time is excluded. A recording restarted after a stop can create a separate recording, with its own started-minute rounding. The final charge is available after processing.
• Voicemail recording: recording of the voicemail message.

If the source cannot be verified from the linked call, the transaction keeps the generic Call recording label. Playing or downloading an existing recording does not trigger another recording charge. Recording is paid from workspace credits, not through a separate card payment. Changing a recording setting does not remove earlier charges.