How minutes are counted
Browser and app count as half a minute, mobile as a full minute - billed to the second.
Plan minutes are counted as minutes on the phone:
- a minute answered in the browser or app uses half a minute from your pool,
- a minute answered on the agent's mobile uses a full minute.
That's why the Chat + Call plan is “50 minutes on the phone or 100 minutes in the browser”.
We count to the second, without rounding up to full minutes. Time is counted from the moment the customer answers.
Billing period
- Plan minutes renew every month, on the day you bought the plan. Unused minutes don't carry over to the next month.
- Purchased minutes go into your wallet and don't expire. They're used only after your plan minutes.
You can see your minute balance on Overview (“Billing period”) and in Plan & billing.
Longest call
A single call lasts at most 60 minutes. After that we end it, and your Calls history shows the reason: “call time limit exceeded (60 min)”.
Ringing the consultant's mobile
If a consultant answers on their mobile but the customer doesn't pick up, that waiting time also uses minutes from your pool - the carrier bills it just like a call.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →