# 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

| 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. |

## Calls

- **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.
- **Analyse calls: On demand** (Call settings): calls your team handles are recorded but 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.

## Chats

- **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](https://docs.voicelogica.ai/telephony/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

- **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

| 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

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

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

- **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

| 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](https://docs.voicelogica.ai/telephony/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](https://docs.voicelogica.ai/support/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

*"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.

## Next Steps

[Activate your subscription](https://docs.voicelogica.ai/getting-started/activate-subscription/) - [Cost examples](https://docs.voicelogica.ai/compare/cost-examples/) - [Contact support](https://docs.voicelogica.ai/support/contact-support/)