Inbound Billing

Inbound calls are billed separately from outbound. You only pay when you answer, and only for the time the conversation lasts.

Overview

Receiving inbound calls is included on all Volume Reach plans. There are no extra fees to enable inbound. You are charged only for the minutes you are on the call with the caller. Calls that go to voicemail are not billed.

Inbound SMS replies from prospects are also billed separately at a flat per-message rate.

How It Works

When Billing Starts

Inbound minute billing begins the moment you answer the call. Time spent ringing is not counted.

When Billing Does Not Apply

Voicemail: When a caller goes to voicemail (you didn't answer within 30 seconds, or you pressed Decline), no inbound minutes are charged, including the time they spend leaving a message.
Missed calls: Calls that are not answered at all are never billed.

How Minutes Are Calculated

Inbound minutes are rounded up to the nearest whole minute. For example, a 1 minute and 10 second conversation is billed as 2 minutes.

Inbound Rates

Inbound minutes are $0.06 per minute on every feature-based account. Legacy Growth and Scale accounts keep their $0.05 rate.

Inbound SMS Billing

When a prospect replies to a message sent from your Volume Reach number, that inbound message is billed at a flat rate of $0.020 per message, on every account. This applies to all inbound SMS, including opt-out replies.

Viewing Inbound Usage

You can see a breakdown of your inbound minutes and SMS usage at any time:

Go to Billing in your dashboard.
Select Usage to view the current billing period.
Filter by Inbound Minutes or Inbound SMS to see exactly what you have used.

Your usage is updated in near real-time, so you can track costs as calls come in.

Tips & Best Practices

Monitor high-volume callback windows. If a large campaign goes out, expect a spike in inbound calls shortly after. Check your usage dashboard during those windows.
Inbound and outbound are tracked separately. Your bill will show them as distinct line items, making it straightforward to see the cost of callbacks versus initial outreach.
SMS replies add up. If your campaigns generate a high volume of SMS replies, factor the $0.020 per message rate into your cost projections. See Usage Rates for a full breakdown of all billable metrics.