Pricing and Limits

How Voice Is Billed

Voice has three separate billable items. Per-minute usage is metered in Yaplet credits — the unified currency every usage-based feature in Yaplet (Vex, Copilot, voice and the rest) is converted to — and is billed as you accrue it: once your unbilled usage crosses a threshold (roughly half your monthly plan price) Yaplet raises an interim usage invoice mid-cycle, with the rest settling on your normal renewal. Crossing the threshold does not change your renewal date. The other two items are invoiced separately:

Per-minute conversation

$0.12 per minute of call, rounded up to the nearest second. Counted from the moment the agent answers to the moment the call ends. Tool calls and knowledge lookups do not add separate charges.

Monthly number rental

A small monthly charge per phone number, varying by country and number type (local / mobile / toll-free / shared-cost). Shown on the Phone numbers page before you commit.

One-time setup fee

Charged once per number, on the order. A single fixed amount per country and type, visible on the Phone numbers page before you commit. Non-refundable. See Phone numbers for the cancellation policy.

Per-minute usage converts to Yaplet credits — the same unified currency Vex, Copilot and every other usage-based feature is metered in. Number rental and setup fees are invoiced separately as part of your subscription.

Where to See Usage

Voice usage appears in three places:

Brand → (your brand) → Voice — open an agent, then its Call history tab. Every call that agent handled is listed with the caller, the date, the duration and that call's cost. Defaults to the last 30 days.
Inbox → Calls — every call across the account as a conversation thread, with its transcript and recording.
Settings → Organization settings → Billing — organisation-wide voice usage alongside every other Yaplet usage line.

Those three are not gated the same way. The Voice permission — shown in the permission editor as Voice & calls, and renamed from the old Automation.Voice — is what opens Brand → Voice and the Phone numbers page. A call thread in the Inbox needs the Inbox permission plus access to the call's brand, and the Calls view in the menu needs Voice on top of that. Billing is visible to the organisation owner only — granting someone Voice does not show them the figures there.

Calls on a brand with no Vex chat AI produce no answer-quality reporting. They are billed and saved exactly as normal — transcript, inbox thread, recording, minutes — but they do not appear in the AI answer-quality figures, because those are counted per chat bot and there is no bot to count them against.

Hard Limits

A handful of caps protect your organisation from accidental runaway usage:

Limit	Default	What it does
Concurrent calls per org	5	The 6th simultaneous call to any of your numbers gets a brief "please call back" message instead of being answered. Prevents flash incidents from blowing your credit budget.
Recordings retained per organisation	100	Once exceeded, oldest recordings auto-delete. Transcripts are kept indefinitely — only audio rotates.
Maximum call duration	15 min	The agent says a brief goodbye and ends a call that has been going for 15 minutes regardless of state. Useful safety net against stuck calls.
Inactivity hang-up	~25s of silence (10s to the check-in, ~10s to the goodbye, ~5s more)	Documented in Call flow. Cannot be disabled, but the values are tuned conservatively.

Need a higher concurrent-call cap for a launch or a known traffic spike? Contact support a few days in advance — concurrency is per organisation and can be raised on request.

Cost Examples

A few examples to give you a sense of scale (assuming default $0.12/min):

A 90-second receptionist call → $0.18.
A 4-minute support call that the agent resolves → $0.48.
An 8-minute sales call → $0.96.
An organisation doing 500 calls a month averaging 3 minutes → $180/mo in conversation minutes, plus number rental.

Stopping Charges

If you want to pause voice entirely:

Disable each agent. Disabled agents don't pick up calls even if a number is somehow routed to them. This stops the per-minute charges but not the number rental.
Release the numbers you no longer want, at Settings → Organization settings → Phone numbers. This is the step that actually stops the monthly rental — and only the organisation owner can do it.
Optionally delete the agents once you're sure you won't resume. You no longer have to detach their numbers first: deleting an agent unassigns them for you, and the confirmation says how many are affected.

Unassigning is not releasing. Deleting a voice agent — or deleting the whole brand it belongs to — frees its phone numbers but leaves them on your account, and they keep costing their monthly rental until you release them on the Phone numbers page. Releasing credits the unused part of the current cycle to your Yaplet balance. It can also fail if the phone provider refuses the hand-back, in which case nothing is removed and you should simply try again — the details are on the Phone numbers page.

If a Payment Fails

If an invoice can't be charged, voice keeps working through a short grace period; if payment ultimately fails the subscription is suspended and agents stop answering. Nothing is deleted and your phone numbers are kept while the subscription is merely suspended — paying the open invoice restores voice automatically. If the subscription is eventually cancelled, every phone number is released back to the provider and cannot be recovered, so settle the invoice before it gets that far. See the Billing docs for the full grace-period and suspension details.

What to Read Next

Subscription & billing

The umbrella billing view across Yaplet — voice, AI credits, plan and everything else.

Phone numbers

What number rental and setup fees actually look like per country and type, and how releasing works.