Usage Tracking and Overage

How usage is tracked, calculated, and billed.

Usage Tracking

How Usage is Measured

Usage is tracked in real-time and aggregated for your billing period:

• Conversations: Counted when conversation is created
• Voice Minutes: Measured from call start to end
• SMS Messages: Counted per message (unlimited, not charged)
• Emails: Counted per email processed (unlimited, not charged)

Billing Cycle

• Billing cycles start on your subscription date
• Usage resets at the beginning of each cycle
• Overage is calculated at the end of each cycle
• Charges appear on your next invoice

Real-Time Updates

Usage statistics update in real-time as:

• New conversations are created
• Calls are completed
• Messages are sent/received

Overage Calculations

When Overage Applies

Overage charges apply when you exceed:

• Monthly conversation limit
• Monthly voice minute limit

SMS, Chat, and Email are unlimited and never incur overage.

Overage Rates by Plan

Starter Plan:

• $0.50 per conversation over 250
• $0.30 per voice minute over 100

Professional Plan:

• $0.45 per conversation over 1,000
• $0.28 per voice minute over 500

Business Plan:

• $0.40 per conversation over 5,000
• $0.25 per voice minute over 2,000

Calculation Example

Scenario: Starter plan, 275 conversations, 120 voice minutes

Conversation Overage:

• Over limit: 275 - 250 = 25 conversations
• Cost: 25 × $0.50 = $12.50

Voice Minute Overage:

• Over limit: 120 - 100 = 20 minutes
• Cost: 20 × $0.30 = $6.00

Total Overage: $18.50

Projected Costs

Projected Total

The projected total shown on your billing page is an estimate based on:

• Current usage rate
• Days remaining in billing cycle
• Projected usage through period end

Formula:

Projected Usage = (Current Usage / Days Used) × Total Days in Period
Projected Overage = Max(0, Projected Usage - Plan Limit) × Overage Rate
Projected Total = Plan Price + Projected Overage

Accuracy

Projected costs are estimates and may vary because:

• Usage patterns can change
• Actual usage may differ from current rate
• Final calculation uses actual usage, not projections

Usage Alerts

You'll receive email alerts when:

• 80% of limit reached: Early warning
• 90% of limit reached: Approaching limit
• 100% of limit reached: Limit exceeded, overage charges apply

Alerts help you:

• Monitor usage proactively
• Plan for upgrades if needed
• Avoid unexpected charges

Monitoring Usage

Dashboard

View real-time usage in:

• Billing Page: Detailed usage breakdown
• Dashboard: Quick overview of conversation counts
• Analytics Page: Historical usage trends

Best Practices

1. Check regularly: Review usage weekly
2. Plan ahead: Monitor trends to predict overage
3. Set alerts: Enable email notifications
4. Consider upgrades: If consistently hitting limits, upgrade may save money
5. Optimize: Review workflows to improve efficiency

Reducing Usage

Optimization Tips

1. Improve qualification: Better qualification reduces unqualified conversations
2. Optimize workflows: Streamline processes to reduce unnecessary interactions
3. Use appropriate channels: Choose most efficient channel for each use case
4. Review AI configuration: Ensure AI is handling conversations efficiently

When to Upgrade

Consider upgrading if:

• Consistently hitting 80%+ of limits
• Overage charges exceed cost of next plan
• Need more headroom for growth
• Want lower overage rates

Billing Cycle

Cycle Dates

• Billing cycle starts on your subscription date
• Renews automatically each month
• Usage resets at cycle start
• Invoice generated at cycle end

Proration

When upgrading mid-cycle:

• New plan price is prorated
• Higher limits apply immediately
• Lower overage rates apply immediately
• Prorated charge appears on next invoice

Next Steps

• View current usage in Billing page
• Compare plans in Plans Guide
• Understand billing in Billing Overview
• Set up usage alerts in Settings