How voice calls are billed in AskVault
Early access. Early access Voice and phone support is built but not switched on for every account yet. Email [email protected] to join early access. This page describes how it works once it is on for your workspace.
What applies today
Voice is on the Business plan and above. Calls are billed in voice minutes that you buy as prepaid packs, and no plan includes them. See voice setup for how the minute balance works. Business+
The planned change: calls use message credits
This change is rolling out behind a switch and is not on yet. Nothing on this page applies to your account until it is. When it is switched on:
- 6 credits per minute. Every started minute of a call uses 6 message credits from your account's shared pool, the same credits your chat answers use. A call of 125 seconds is 3 started minutes, so 18 credits.
- Plus each AI reply. Each answer the agent speaks costs the same credits as the same answer in chat on the voice model, usually 1 credit.
- Growth and above. Voice becomes available on the Growth plan as well as Business and Enterprise.
- A monthly limit on call minutes. Growth includes up to 500 minutes of calls per month and Business up to 1,500 minutes. Enterprise limits are set in your agreement.
- Calls at the same time. Up to 3 calls at once on Growth, 10 on Business and 20 on Enterprise.
When your account runs out of credits, or reaches its monthly call minutes, callers hear "this line is unavailable right now" and are asked to reach you through chat or email. The Voice Agent setup page shows your remaining credits and roughly how many minutes of calls they buy, and says plainly when calls are not being answered and why. Once calls use credits, the page no longer shows a voice-minute balance anywhere, so the status card and the call-usage card always agree. The same rules apply whether your number is on Twilio or Plivo. Credits come back when your plan resets each month, or when you add a credit pack.
A call can last up to 30 minutes. Some credits are set aside at the start of each call so two calls can't spend the same credits. Whatever the call didn't use goes back to your balance as soon as the call ends.