Module 7 · Your plan and your invoice

Leer en español: Módulo 7 · Tu plan y tu factura.

Goal: understand what you are paying for, how it is calculated, and what your plan includes each month — all from the Billing & Plan screen. Time: ~6 minutes · You need: to have signed in to the dashboard (Module 1).

1. The underlying idea: we charge for real usage, not estimates

Every amount on your invoice comes from data you already saw in the previous modules: the occupied seats (your agent roster), the monitored DIDs (your Caller ID inventory, [Module 6 in practice]) and, if you turn it on, the metered Voice AI minutes. No number is invented: the platform calculates it server-side and the screen only displays it.

Compliance is never an upsell

The Reg F, permitted-hours and DNC gates run the same on every plan. What goes up from plan to plan is the depth of evidence, analytics, supervision and service — never the legal protection. A plan "without compliance" would be product suicide.

2. The four plans

Open Billing & Plan in the side menu. At the top you see your current plan; the price is per seat per month:

Plan	Price / seat	Seats	Included DIDs	Voice AI
Starter	$25	up to 5	1	—
Growth ⭐	$69	up to 25	2	eligible
Scale	$119	up to 100	3	eligible
Enterprise	$199	no ceiling in the catalog	5	eligible

Each plan has its own minimum of billable seats:

Plan	Seat minimum
Starter	1
Growth	1
Scale	3
Enterprise	25

If you have fewer active agents than your plan's minimum, the minimum is what gets billed.

One account-wide rule: DIDs above quota: +$25 per month for every 10 DIDs monitored above your plan's quota.

3. What your plan includes each month

Besides the DID quota, each plan declares a monthly usage quota in its catalog row — what your plan includes every month:

Plan	Voice minutes	SMS segments	Voice AI minutes
Starter	500	200	—
Growth	1,500	500	100
Scale	2,500	1,500	150
Enterprise	4,000	2,000	300

A dash (—) means the plan does not declare that quota, not that it is unlimited: on Starter the Voice AI minutes field is empty, and that is why the add-on is not offered there (§5).

The allowance belongs to the account, not to each seat

The quota in the table is one per account per month; it is not multiplied by your seats. With 3 or more billable seats you get your plan's full allowance. With 1 or 2 you get the proportional share, seats ÷ 3 of the allowance:

• 1 seat: one third of the allowance. On Growth, 1,500 ÷ 3 = 500 voice minutes.
• 2 seats: two thirds. On Growth, 1,500 × 2 ÷ 3 = 1,000 voice minutes.

Minutes and Voice AI minutes are truncated down, SMS segments to whole segments, and the included DIDs are truncated with a minimum of 1 DID. It is never rounded in your favor: the proportion never gives you more than the exact share.

When the allowance runs out

Your operation does not stop. When an allowance (minutes, SMS or Voice AI) runs out, the excess is charged to your prepaid balance at that item's published price, and only the excess: whatever fits inside the allowance does not touch your balance. If the balance is not enough, the platform brakes that traffic (plan_exhausted) instead of letting you run into debt.

When a campaign stops for balance

If your prepaid balance reaches the suspension floor, the platform moves your voice campaigns to Balance suspended (suspended_balance, red chip) by itself. You do not set that state. When the balance recovers, the campaigns return to running on their own: no call and no operator needed. The floor is zero by default, and the switch that governs it (campaign_balance_suspension_enabled) is not in your console, so this lesson does not promise it is on for your account. More on the states the platform writes in Module 5.

Pay as you go

The entry mode: 1 seat and all consumption drawn from your balance, with no allowance of minutes, SMS or Voice AI. It is contracted on the Starter plan, so the seat costs what a Starter seat costs ($25 per month).

Two ways to call, two ways minutes are charged

• BYOC (your own carrier): you pay it for its minutes and it bills you. We do not resell them or add a markup; what we charge is the seat. The one exception is the AI of a voice-AI call over your trunk: the carrier's minutes stay the carrier's, but the AI is ours, so the platform reserves balance for it first (see Module 13, section 8).
• Platform lines (the house trunks, on the trunks screen): we do meter those outbound minutes and charge them at the published rate. They come first out of your plan's Voice minutes allowance (§3), which they share with inbound calls; when it runs out, they are charged to your prepaid balance, as «When the allowance runs out» says.

4. Read your invoice

The Current charges card breaks down exactly how the total is reached, one line per item:

• Seats — billable seats × plan price. If you have 5 agents on Growth: 5 × $69 = $345. If you had 1, 1 is billed (1 × $69 = $69), with one third of the allowance.
• DID overage — it only shows an amount if you go over your quota. With 12 monitored DIDs on Growth (quota 2): 10 over = 1 pack = $25.
• Voice AI — the connected minutes metered in the period (see §6).

The Total is the sum. Seats and DIDs are your recurring monthly fee; Voice AI is metered over the period.

Download the receipt

This same view exists as a CSV for your accounting: the GET /v1/billing/summary?format=csv endpoint (API reference) delivers the breakdown with its own sha256 fingerprint — chain of custody, just like the compliance artifacts.

5. Changing plan or seats

The Billing & Plan screen shows you your plan, your quota and your charges. The only thing you can change from it is moving up a plan.

Plan upgrade (self-service). If you are an account administrator (account_admin), the screen offers Upgrade your plan with the higher-priced plans on sale. Before anything is sent it asks you to confirm, and the confirmation tells you which plan you are moving to, its catalog price per seat per month, and from when it applies: the new plan's features apply as soon as you confirm, but its price applies from the start of the next billing period; the current period keeps the price it is already billed at, with no adjustment charge. A member who is not an administrator is told who can do it.

What stays with your account manager. Moving down a plan, adjusting your contracted seats or turning on the Voice AI add-on: write to your platform contact and we apply it. It is not a feature still to be built: it is a billing security decision. A tenant credential that can downgrade its plan or turn off an add-on is a credential that can re-price its own period downward; that is why those changes are not editable from your own session or from your API key and live on the platform surface, behind the administration token. Moving up is different: it can only raise the price, and the platform rejects (422 not_an_upgrade) any change that does not.

What is yours from your session: your account's name (PATCH /v1/tenant).

The Voice AI add-on is not offered on Starter

The Starter row does not declare a Voice AI minutes quota, so the add-on is not sold on that plan. Growth, Scale and Enterprise do declare it and are eligible. It is not an arbitrary commercial lock: Voice AI requires the depth of evidence and supervision those plans bring.

Spend alerts: who gets them

As your spend approaches your plan limit, the platform warns you: by default at 80 %, 90 % and 100 %. Each threshold crossed is recorded once, as it stood at that moment, and you can read it at GET /v1/billing/alerts. If your plan is in graduated mode, and your deployment sends alerts by e-mail, the warning goes to your plan's alert address and every active account administrator, without duplicates: the alert address adds a recipient, it does not replace your administrators. In hard_block mode the crossings are recorded but not sent. An alert never stops anything: it only warns. Your platform contact changes the thresholds and the alert address. Details in Rate limits & caps.

6. The Voice AI add-on (when you turn it on)

Voice AI is billed per connected minute, not per seat:

• $0.25 per connected minute, metered exactly once per call (a network drop that retries the event never charges twice). Each minute is charged at the rate sealed in its own record, so a rate change never re-prices what was already metered.
• The Voice AI minutes your plan already includes are deducted before anything else: you only pay for the ones that go over your quota (§3).
• $200 monthly minimum while the add-on is active: if your charge ends up below it, the minimum is charged; the line clearly tells you when it was applied.
• If you turn it off, the charge is $0 — but the screen keeps showing you the minutes that were metered, so you can decide with data whether it is worth turning on.

The volume tier

Billable minutes above 5,000 in the period are charged at $0.20 per minute instead of the base rate. Two details that decide your invoice:

• It is strictly above: with exactly 5,000 billable minutes there is no volume band and everything goes at the base rate. The tier starts at minute 5,001.
• It counts billable minutes, that is, the ones left after deducting the quota your plan includes — not the raw metered ones.

The tier is resolved at billing time, not at metering time: while a call is being metered, nothing can know whether its minutes are the month's 4,000th or 6,000th. That is why no meter row is rewritten or re-rated; the base band keeps the money the record already holds for it and only the minutes of the volume band are re-priced.

And it can only lower the charge, never raise it: if you have a negotiated rate below $0.20, those minutes keep their price from the record. A tier published as a discount does not become a surcharge for someone who was already paying less.

A full period, with the numbers the engine produces:

• With 6,300 Voice AI minutes metered at $0.25/min on Enterprise (quota 300): 6,000 billable · 5,000 in the base band = $1,250.00 · 1,000 above the tier at $0.20 = $200.00 · subtotal $1,450.00

The design partner discount

If you signed up as a design partner, your account carries a discount of 20 % for 6 months on the Voice AI charge:

• On that subtotal, a design partner with a 20 % discount in force pays $1,450.00 − $290.00 = $1,160.00

The discount is set up by the platform, just like the plan and the seats: it is not something you can turn on from your session. It has mandatory start and end dates, and it is read as it stood at the close of each period — so one signed today does not apply retroactively to a month already closed, and an expired one does not follow you into the next month. Ending it early deletes nothing: a new record is appended, because the history is what keeps your March invoice re-derivable in October.

The order matters

The four steps are always applied in this order, and it is not interchangeable:

1. The included quota of your plan, which is what your subscription already bought — its minutes do not count toward reaching the tier either.
2. The volume tier, on what is left.
3. The design partner discount, which is a percentage of what you really owe, which is why it goes after the tier.
4. The $200 minimum, at the end: it is a floor on the amount you are charged, and a floor that a discount could pierce would not be a floor.

Voice AI arrives in Q4 2026

The minute meter and the billing are already built and tested, but the Voice AI agents talking with a debtor are the Q4 delivery. Until then you will see the add-on as eligible, with no minutes to charge. As always: we do not fake functionality.

What you learned

• Your invoice comes from real usage: seats, DIDs and metered Voice AI minutes. Your BYOC carrier's minutes are billed by that carrier; platform-line minutes come out of your allowance and then your balance.
• The four plans ($25 / $69 / $119 / $199 per seat per month), their monthly usage quota, the per-plan seat minimum (1 / 1 / 3 / 25), the allowance proportional to the seats, the excess charged to the balance, pay as you go and the DID overage ($25 / 10).
• How to read the breakdown, download the CSV, and where the plan is changed: you make the upgrade yourself if you are an account administrator; moving down and the add-ons go through your platform contact.
• How the Voice AI charge is built: the included quota comes out first, billable minutes above 5,000 drop to $0.20, the design partner discount (20 % for 6 months) is applied on that subtotal, and the $200 minimum is compared at the end.

Continue with Module 8 — Supervise the live floor to monitor calls in progress.