The prepaid model
Usage is billed in credits against a prepaid workspace balance. Credits can come from:- Your plan — included credits are added after a successful plan payment.
- Top-ups — one-off or automatic credit purchases.
- Transfers — credits received from a white-label reseller or workspace administrator.
What a call consumes
Calls use credits according to the rate shown for your workspace:- Voice time is billed per second, with a 30-second minimum — a call that ends after 10 seconds still deducts 30 seconds of voice-time credits.
- Calls through managed phone numbers can have a destination-dependent rate. The telephony portion of that rate is rounded up to the next full minute, even though the voice-time portion is billed per second.
- Web calls have no managed-number charge.
- Outbound calls only start billing once the call connects. Dialing and ringing are never charged — the clock starts when the person (or their voicemail) answers.
Calls through your own SIP trunk (BYO) still use AI talk-time credits for the assistant portion. Your carrier bills its connections directly. Platform recording and bridging services can also apply. A transfer can use a different phone service for its destination connection; each connection is billed according to the service it actually uses.
Other charges
Extra and regulatory fees
A few less common charges and special cases:- Premium or vanity number types, where a country offers them, carry a higher monthly price than a standard local number — shown in the marketplace before you buy.
- Uncommon languages or voices outside the standard catalog are not self-serve. Contact support if you don’t see what you need.
- Regulatory or carrier surcharges in some countries (for example emergency-services or universal-service fees) are passed through as part of the destination-dependent rate rather than billed separately.
- Going over a plan limit depends on which kind of limit it is. Usage keeps running on credits: call time always draws on your balance, and automation runs past the monthly allowance debit credits at your workspace rate. Counted resources — assistants, campaigns, knowledge bases, tools, members, cloned voices — are hard limits: the extra one is blocked rather than billed, so you upgrade the plan instead of paying an overage fee.
How a call is charged
At the start of a phone call, credits are held for the maximum talk time at your workspace credit rate (talk plus telephony). That hold is not the bill. After the call:- unused hold is released
- Credits billed shows the combined posted amount when the complete summary is available
- Telephony is the final telephony portion after the live connection price at your workspace rate (not the hold estimate)
GET /api/v1/calls/{id} and MCP get_call include the primary-call and hold figures: billing.credits_charged, billing.telephony_credits, billing.credits_reserved, billing.credits_released.
The hold is sized for the maximum duration the call could run, not the duration you expect — that’s what makes it a hold rather than the bill. If your balance covers a typical call but not the theoretical maximum, the call can be blocked before it starts even though you technically have “enough” credit. Lower the assistant’s Max. Call Duration (Conversation → Limits in the assistant editor) or top up to raise the ceiling.
Review your usage
- Usage shows consumption by day, assistant, and call.
- Each call detail shows duration, reserved credits, credits billed, released hold, and telephony when billed.
- Workspace owners and admins can review consumption for the active workspace.
Troubleshooting
Usage higher than expected? The two most common causes:- A large outbound campaign ran. More calls placed means more voice-time credits consumed — check the campaign’s delivery stats before assuming something is wrong.
- Multiple phone numbers are active. Each rented number’s monthly fee applies independently, so idle numbers you’re no longer using still bill until released.
For white-label resellers
Resellers set their own customer prices in Plans & Pricing Setup. Customer invoices, payments, and top-ups are managed through the reseller’s connected billing account.Loop phone rates and transfers
Open Usage → How credits are calculated → Check Loop phone rates to search for a country and choose incoming or outgoing calls. For incoming calls, choose the country of your receiving number; for outgoing calls, choose the destination country. The estimate shows your workspace’s current credit rates. EUR amounts are the equivalent value at your current credit top-up rate. Number types, destination networks and call routing can change the actual price. Unavailable estimates are not zero-cost offers. Forwarding and warm transfers can involve overlapping phone connections and conference participation. A direct transfer that ends the assistant session stops AI talk-time and avatar billing. A call kept connected through a bridge stops AI talk time the moment the destination is connected to the caller; the bridge itself is billed as a conference service. During a warm transfer, AI talk time covers the consultation up to the moment the colleague is connected to the caller. The conversation after that handoff is not AI talk time. Phone connections, the conference bridge, recording, queue handling and other enabled call services can continue after handoff and are billed for their own usage. An unsuccessful transfer does not end the AI session. The final charge is calculated after the call ends and its usage is available. Review the completed call and the workspace’s credit transactions for the charged amount. The public API provides the same estimates throughGET /api/v1/usage/telephony-rates; MCP provides get_telephony_usage_rates. Omit the country to list available countries. Either calls:read or loop:read is required.
Milian and other metered usage
Milian is pay as you go. Chat usage depends on the AI work completed, including input, output and cached tokens across any model steps. It is not a fixed charge per message. Assistant drafts use an estimated AI workload; dictation uses the speech-processing rate. AI Quality Assurance and AI steps inside automations also use metered AI credits. The Usage page lists your workspace’s current rates for messages, knowledge processing, transcription, simulations, re-evaluation, automation runs and successful card collection. AI work and other actions can add separate usage to a request. Your remaining plan allowance applies where the feature includes one. Read the same rate categories throughGET /api/v1/usage/rates or MCP get_usage_rates, with billing:read or calls:read. A usage-based or variable rate without a fixed credit amount is not free usage.
Assistant phone rates
Use Check assistant phone rates for calls made with a purchased number or a verified caller ID using the included phone service. Choose the receiving number’s country for incoming calls and the destination country for outgoing calls. Phone usage is additional to AI talk time. A verified caller ID enables outgoing calls; it does not add incoming service to that number. These estimates apply to connections using the platform phone service at your current rates and credit conversion. Your own SIP carrier bills its connections directly. A transfer can combine both services; each connection follows the service it actually uses. Platform AI, recording and bridging charges remain separate. The final phone amount is available after the call. For API and MCP estimates, selectcontext=assistant with calls:read. Use context=loop for Loop calling (the default).
Cold and warm transfer charges
- A cold transfer connects the caller directly to the destination without a consultation. AI talk-time billing stops when the transfer ends the assistant session, or, if the call stays connected through a bridge, the moment the destination is connected to the caller.
- During a warm transfer, AI talk time is billed through the consultation until the colleague is connected to the caller. From that handoff on, the conversation between the caller and the colleague is not AI talk time, even though the assistant stays muted in the call. The original call and destination connection can overlap.
- Failed or unanswered transfers keep the AI session active. Starting a transfer or muting the assistant is not a confirmed successful handoff.
billing.total_credits_charged for the combined total, billing.additional_credits for linked services and billing.recording_credits for the recording subset. The existing billing.credits_charged field remains the primary-call amount. A null summary means unavailable, not free. Credit holds are separate from charges.
In the balance transactions, the bridge or conference usage of an assistant’s transfer appears as Call transfer, and the live minutes of an assistant’s WhatsApp voice call appear as WhatsApp voice call. Loop usage is used only for your team’s calls in Famulor Loop. Entries of the automatic cost reconciliation that change no amount are not listed.
Call recording
Balance transactions distinguish recording charges by their linked source:- Assistant recording: recording was enabled and started for the assistant call. The current tariff uses the settled assistant call duration, rounded to started minutes. The charge is posted once the recording file has been processed, usually seconds after the call ends, and can appear later on retry. Switching recording off before a future assistant call prevents that assistant recording; it does not switch off independent Loop or voicemail recording.
- Loop recording: recording of a Loop call, including sections captured with the in-call recording control. Charges use the actual recorded sections; paused time is excluded. A recording restarted after a stop can create a separate recording, with its own started-minute rounding. The final charge is available after processing.
- Voicemail recording: recording of the voicemail message.