Create client plans

A plan is what you sell a client each month: a price, a number of included minutes, and the rules for what happens around them. Minutes are counted per client across all of its agents. You can have as many plans as you like and give each client the one that fits.

Before you begin

Owner or admin. Agency owners and admins can create and edit plans.
Client billing does not need to be switched on to create plans, but clients are only billed once it is. See Set up client billing.

The Plans tab

Go to Client billing, then Plans. “Monthly plans you sell to clients. Changes apply to clients on a plan from their next renewal.”

The table shows each plan’s Price, Included minutes (and chat conversations, if the plan has an allowance), Overflow (for example “75 min · £0.20/min”, or “free buffer”), Rounding and how many Clients are on it. Edit and Archive sit at the end of each row.

Create a plan

Go to Client billing, then Plans, and select New plan.
Fill in the fields below. Optional fields can stay empty.
Select Create plan. You see Plan created and the plan appears in the table.

Every field

Field	What to enter	Notes
Name	For example `Growth 500`	Shown to the client on their Billing page, emails and invoices. Up to 80 characters.
Description (optional)	A line about the plan	Up to 500 characters.
Monthly price	For example `99` or `99.50`	At most 2 decimals.
Currency	One of 44 currencies	Starts on your Default currency. Fixed once clients are on the plan.
Included minutes per month	Whole minutes, for example `500`	The plan minutes the client gets each period.
Overflow minutes	Whole minutes, or `0` for none	“Used after included and pack minutes, then calls stop.” The form suggests 10 to 20% of the included minutes.
Overflow price per minute (optional)	For example `0.20`	Appears when overflow minutes are above 0. “Empty: overflow is a free safety buffer. Priced: billed at renewal.”
Rounding	Per second, Per 6 seconds, Per 30 seconds, Per started minute	How each call’s connected time is rounded up. Default Per second.
Unused minutes	Expire at renewal, Roll over for one period, Keep rolling over, up to a cap	What happens to plan minutes left at the end of a period. Default Expire at renewal.
Roll over at most (minutes, optional)	Whole minutes	Appears with Roll over for one period. Empty carries over everything that is left.
Bank at most (minutes)	Whole minutes, required	Appears with Keep rolling over, up to a cap. “Unused minutes keep carrying forward until the client has this many banked.”
Chat conversations per month (optional)	Whole number	“Chat, SMS and WhatsApp text. Never uses minutes. Empty: unlimited, still counted.”
Price per extra conversation (optional)	For example `0.10`	Appears once you set a chat allowance. “Billed at renewal for conversations past the allowance.”
Trial minutes on first assignment (optional)	Whole minutes	Extra minutes the first time a client gets a plan, on top of its included minutes. They last until the end of that first period.

Rounding

Rounding applies to each call. A call that never connected is free whatever the rounding. For a call connected for 61 seconds:

Rounding	Billed
Per second	61 seconds
Per 6 seconds	66 seconds
Per 30 seconds	90 seconds
Per started minute	2 minutes

Per second bills exactly the time used. Larger increments round each call up further, so the same calls use more minutes.

Overflow: a free buffer or priced

Overflow minutes are used after the client’s plan minutes, packs and any minutes you added. When they run out, calls stop for clients on Track and enforce.

Free buffer. Leave Overflow price per minute (optional) empty. Overflow costs the client nothing. It keeps calls going while the client buys a pack or you add minutes, so a busy day never cuts a caller off.
Priced. Enter a price. Every overflow minute used is billed at renewal: as a payment request for clients on manual payments, or a line on the next Stripe invoice. A priced plan also lets you give trusted clients Unlimited overflow. See Bill a client.

The overflow allowance resets each period. You can give one client more or less overflow than the plan in its Client settings.

Unused minutes, with examples

Each example uses a plan with 500 included minutes, where the client uses 380 in its first month.

Expire at renewal. The 120 unused minutes end with the period. Next month starts with 500.

Roll over for one period, with Roll over at most set to 100. 100 of the 120 unused minutes carry over, so next month starts with 600: 500 plan minutes and 100 carried over. Carried minutes last one more period. If they are not used then, they expire and are not carried again. With Roll over at most empty, all 120 would carry over.

Keep rolling over, up to a cap, with Bank at most set to 300. 120 minutes carry over, so next month starts with 620. If the client uses 450 that month, 170 are left and all 170 carry over. Unused minutes keep building up month after month, but never beyond 300 banked.

Carried-over minutes are used together with the plan minutes, before packs.

Chat allowance

Text conversations (website chat, SMS and WhatsApp text) never use minutes. Without an allowance, they are counted and shown on the client’s Billing page, and nothing else happens.

With Chat conversations per month (optional) set, the client’s Billing page shows how many they have used of the allowance. Past the allowance:

with Price per extra conversation (optional) set, each extra conversation is billed at renewal;
with Stop text channels too on and the client on Track and enforce, WhatsApp and SMS replies stop until the next period. Calls are never affected by the chat allowance.

Trial minutes

Trial minutes on first assignment (optional) gives a new client extra minutes in its first period, for example to cover set-up and testing. They are given once per client and are used straight after the plan minutes.

Example plans

These fictional plans show three common set-ups for an agency billing in GBP.

	Starter 200	Growth 500	Practice 1000
Monthly price	49	129	229
Included minutes per month	200	500	1000
Overflow minutes	30	75	150
Overflow price per minute (optional)	Empty (free buffer)	0.20	0.18
Rounding	Per second	Per 6 seconds	Per second
Unused minutes	Expire at renewal	Roll over for one period, at most 100	Keep rolling over, up to a cap, bank at most 500
Chat conversations per month (optional)	Empty	Empty	300
Price per extra conversation (optional)			0.05
Trial minutes on first assignment (optional)	30	Empty	Empty

Starter 200 suits a small business trying an AI receptionist. The free overflow means a busy week never cuts a caller off, and 30 trial minutes cover the first tests.
Growth 500 bills every overflow minute at £0.20 at renewal, so a busy month pays for itself. Up to 100 quiet-month minutes carry into the next month.
Practice 1000 lets a larger client bank unused minutes up to 500, and includes 300 chat conversations with extras at £0.05 each.

Edit, archive and restore

Edit. Select Edit on the plan’s row, change the fields and select Save plan. Changes apply to each client on the plan from its next renewal, so a client’s current period is never changed part-way through.
Currency. Once clients are on a plan, its currency is fixed: the form shows Clients are on this plan, so the currency is fixed. To charge in another currency, create a new plan.
Archive. Select Archive to stop offering a plan. Archived plans are no longer listed when you assign or change a client’s plan. The row stays in the table, marked Archived.
Restore. Select Restore on an archived plan to offer it again.

Change a client’s plan

Open the client, select Billing in the Agency only box, then Change plan on the plan card (or Assign plan for a client without one). Choose the plan and select Save plan.

Change	When it starts	What happens
Upgrade: more included minutes or a higher price	Today	A new period starts now. The client’s unused plan minutes are added on top of the new plan’s minutes, and priced overflow and extra conversations from the shortened period are billed. For clients on manual payments, the old period’s charge is cut to the share used: its unpaid payment is reduced, or a credit goes on the new period’s payment. Clients paying through Stripe are invoiced the new plan’s full price straight away.
Downgrade: no more included minutes and no higher price	At the next renewal	The plan card shows Changes to with the new plan and its date. The client keeps the current plan until then.
First plan	Today	The period starts today, and a payment request for the first month is created and sent to the client’s billing contacts.

The client and your team are emailed when a plan changes. For clients paying through Stripe, the Stripe subscription follows the change. A client is billed in one currency at a time: if it has open payments in another currency, settle or void them before moving it to a plan in a new currency.

Troubleshooting

Problem	What to do
Use a number like 49 or 49.99	Prices take at most 2 decimals.
Whole minutes	Minute fields take whole numbers, without decimals.
Set how many minutes can be banked	Keep rolling over, up to a cap needs a value in Bank at most (minutes).
The currency cannot be changed	Clients are on the plan. Create a new plan in the other currency.
Change plan is greyed out on a client	You have no active plans. Create or restore one first.