How charges work
Your plan is a monthly allowance. Calls, chats and messages use it up; nothing is billed per call on top. You see what is left in the Resources panel and in Subscription & Billing. Prices are in euros plus VAT.
What each resource is for
Section titled “What each resource is for”| Resource | What uses it |
|---|---|
| Voice minutes | Calls the AI agent talks on, inbound and outbound. |
| Analysis minutes | Transcribing, summarising and analysing a call. Every AI call uses them, and so do calls handled by people (Noema, the apps, desk phones) that Voice Logica records and summarises. |
| Chat sessions | Conversations on the website widget, WhatsApp, Viber, Messenger and Instagram. |
| SMS | SMS sent by the agent, by workflows or by your team. Viber business messages use the same credit. |
| Emails | Call summaries and emails the agent or workflows send. |
| Concurrent calls | How many calls can be live at the same moment. Not used up; it is a ceiling. |
- Counted per second, from the moment the call is answered to hang-up. No rounding up to the minute.
- Not charged: ringing, busy, unanswered and failed calls, and the call that verifies your phone number.
- An AI call uses voice and analysis minutes, second for second. A 3-minute call uses 3 voice minutes and 3 analysis minutes. That is why every plan has the same number of both.
- A very short answered call counts as at least 10 seconds when the agent speaks a freshly generated greeting.
- Calls handled by people (Noema, the Windows and mobile apps, a desk phone) use analysis minutes only, once per call.
- Transfers to a person: the part after the transfer uses analysis minutes only if Analyze Transferred Call is on. Otherwise it is free.
- Analysis on demand (Call settings): calls your team handles are not analysed or charged until someone presses Analyze on the call; the analysis minutes are charged then.
- Paused recording: the paused part is not charged in analysis minutes. Voice minutes still count, because the agent stays on the line.
- Test calls from the agent’s Try button and live test scenarios are real calls and use minutes like any call. A test suite shows its estimated minutes before it runs.
- Outbound calls and campaigns use minutes the same way and need a plan that allows outbound calls.
- One chat session covers one customer for 24 hours, however many messages they send in that time.
- Handing the chat over to a teammate (live support) is part of the same session.
- After 24 hours a new message from the same customer starts a new session.
SMS, Viber and emails
Section titled “SMS, Viber and emails”- SMS: one credit per 160 characters, per recipient. Greek text counts the same as English.
- Viber business messages: charged like SMS, one credit per 160 characters.
- Emails: one credit per email sent.
When something runs out
Section titled “When something runs out”| Runs out | What happens |
|---|---|
| Voice minutes | New AI calls are refused. Buy a minutes pack or upgrade. |
| Analysis minutes | Calls are no longer transcribed or summarised, and calls forwarded to your team are refused. You get an email. |
| Chat sessions | New chats are refused and the visitor sees Chat is temporarily unavailable. You get an email. Open chats continue. |
| Concurrent calls | A call over the limit is refused; the others continue. |
| The plan itself (payment failed) | After the card retries, the plan becomes inactive and all calls stop, even if pack minutes are left. |
A call already in progress is never cut when the balance reaches zero; it finishes and the balance can go slightly below zero.
Low balance alert
Section titled “Low balance alert”Get an email before something runs out. In Subscription & Billing → Subscription management, the Low balance alert card on the right has:
- Threshold (default 20%): set it with − / +, from 5% to 90%. When any balance (voice minutes, analysis minutes, SMS, emails) drops below it, an email goes out, and again as it keeps dropping.
- Email list: type an address and press Enter to add it, × to remove it. An empty list means no alerts.
The card shows which balances are already below the threshold. The same list also gets other account alerts, such as a phone line going down.
From Claude or ChatGPT: “Email me and accounts@acme.gr when minutes drop below 30%”. billing_query (action get_low_balance_alert) reads it, billing_execute (action set_low_balance_alert) changes it.
Packs add to the plan and are used after the plan’s own allowance. They are valid for one year from purchase and do not reset at renewal. Buy them in Subscription & Billing:
- Minutes: 100, 500, 1,000 or 2,500 minutes (voice and analysis together).
- Chat sessions: 500 sessions.
- Analysis top-ups: for teams whose calls are handled by people.
- Extra concurrent calls, extra agents and seats (mobile, Windows, desk phone) are add-ons.
With auto top-up on, the same pack is bought again when it runs low.
Renewal, upgrades and downgrades
Section titled “Renewal, upgrades and downgrades”- Unused monthly minutes do not roll over. At renewal the allowance resets to the plan’s amounts. Pack minutes stay.
- Upgrade from the app for minutes right away: Subscription & Billing → Subscription management → Select on the new plan. It starts immediately, is charged in full for a new period from today, and its minutes are added to what you had left. There is no proration.
- Yearly plans are paid upfront, cost 10% less, and refill the allowance every month.
Current plans
Section titled “Current plans”| Plan | Per month | Voice + analysis minutes | Concurrent calls | Chat sessions | SMS | Emails |
|---|---|---|---|---|---|---|
| Starter | €49 | 200 | 1 | 100 | 50 | 500 |
| Skilled | €196 | 800 | 2 | 100 | 100 | 1,000 |
| Advanced | €367 | 1,500 | 5 | 100 | 200 | 5,000 |
| Pro | €720 | 3,000 | 10 | 100 | 400 | 10,000 |
| Scale | €1,175 | 5,000 | 20 | 100 | 700 | 15,000 |
| Enterprise | €2,250 | 10,000 | 30 | 100 | 1,200 | 30,000 |
Noema Mobile (€9) is for business calls on your own mobile: 60 analysis minutes, no AI voice minutes. See Noema Mobile plan. The Demo plan has 20 voice and 20 analysis minutes for 30 days.
The plan card in Subscription & Billing always shows the current amounts.
I upgraded but the new minutes only arrive at renewal
Use Subscription management → Select in the app, not the card portal. Select starts the new plan now and adds its minutes immediately. If you already changed plan elsewhere and the minutes did not arrive, contact support.
Why did a 5-minute call use 5 voice and 5 analysis minutes?
Every AI call uses both, second for second: voice for the agent talking, analysis for the transcript, summary and call results. Each plan includes the same amount of both, so they run out together.
What does “Inbound Channels” on the plan mean?
Inbound Channels are phone call channels: how many incoming calls can be answered at the same time. They have nothing to do with chat: the website widget, WhatsApp, Viber, Messenger and Instagram can all be connected on any plan, and chats use chat sessions.
From Claude or ChatGPT
Section titled “From Claude or ChatGPT”“How many minutes do I have left?” or “what does my plan include?”: billing_query reads the plan and what is left. get_guide (guide "manage_minutes_and_billing") explains the same.