Call Credit & Billing FAQ

Understanding how Synthflow handles billing, call credits, and minutes is essential to avoid unexpected disruptions in your AI Agent's performance. This FAQ covers everything from billing cycles to what counts against your credit.

1. How Does Synthflow Bill for Calls?

Synthflow charges you based on the number of minutes used during outbound and Inbound calls. The billing applies to:

• Talk Time: The time your agent is actively speaking with a customer.

• Dial Time: The time spent connecting/ringing before the call is answered (included in some plans).

Your plan includes a monthly allocation of call minutes. Additional usage may require a plan upgrade.

2. Where Can I See My Call Credit Balance?

You can find your balance by:

1. Logging into Synthflow Dashboard

2. Navigating to Settings → Billing & Plans

3. Viewing your Current Plan, Used Minutes, and Remaining Minutes

3. What Counts Against My Call Credit?

*Calls not answered by customer (if ringing occurs over 30 seconds/answered by IVR)

4. What Happens When I Run Out of Minutes?

• Your agents will fail to place calls and show errors like “Call Failed – Insufficient Minutes.”

• You will receive email alerts and dashboard warnings.

• You can either:

  • Upgrade your plan

  • Purchase additional credits (if available)

5. Can I Share Minutes Across Subaccounts?

Yes, if you are on a multi-seat or agency plan, you can allocate minutes to subaccounts. Visit:

• Settings → Subaccounts

• Assign minutes either in Free minutes (one time use) or in a Subaccount Pricing plan.

6. How Am I Billed for My Plan?

Plans are billed monthly or annually, depending on your subscription:

• You’ll receive invoices via email

• Your billing history is accessible via the Billing Portal

Additional Tips

• Keep track of call behavior (success/failure) using call logs.

• Check for unintended retries or loops in your call flows that may consume credits.

• Use the test call feature sparingly if you're low on minutes.