Question 1

Do I need a credit card to start?

Accepted Answer

No. Start the 14-day trial of Growth without a card, and add payment details only when you choose a plan.

Question 2

What happens when the trial ends?

Accepted Answer

Your workspace moves to the Free plan with its limits until you pick a paid plan.

Question 3

Can I cancel or switch plans?

Accepted Answer

Yes. Cancel anytime, and upgrade or downgrade from the dashboard when your needs change.

Question 4

Can you set it up for us?

Accepted Answer

Yes. We can set up your agents, knowledge, phone number, integrations and workflows with your team.

Question 5

Where do the savings numbers come from?

Accepted Answer

The savings calculator starts from each tool's published entry list price on yearly billing, and Link's yearly prices. Edit any price to match your bill. Call savings depend on the share of calls you expect agents to take, so treat it as an estimate.

Question 6

What's included in a plan?

Accepted Answer

Every paid plan includes inbox, unlimited contacts, Ally, unlimited workflows, orders, forms, calendar, tickets, channels, and integrations. Starter and Growth both include unlimited contacts. The main difference is voice: Growth adds phone, outbound calling, and 300 voice minutes. Plans also scale seats, agents, messages, and knowledge. Starter includes 2 seats, Growth 5, Scale 15. The workspace owner uses one seat.

Question 7

Are workflows included?

Accepted Answer

Yes. Workflows are unlimited on Starter, Growth, and Scale. Use them to assign leads, start follow-ups, trigger calls, and update your CRM after a customer action.

Question 8

What if I need more people?

Accepted Answer

Add Team seats for $19/month each. Annual is $182/seat. Extra seats are billed on top of Starter, Growth, or Scale.

Question 9

Does each seat get its own messages?

Accepted Answer

No. Messages stay workspace-wide. Each extra Team seat adds 500 messages to that pool.

Question 10

What is a message?

Accepted Answer

Messages are how we measure agent work, not tokens or credits. A message is one action your agent takes. Replying to a customer is one message. Heavier actions, like generating an image or reading a long document, can use more than one message depending on the work involved.

Question 11

Do you charge by tokens or credits?

Accepted Answer

No. Messages are our unit for agent activity. There is no token math and no credit packs to manage.

Question 12

What actions use more than one message?

Accepted Answer

Complex actions can use multiple messages. For example, a single image from our most advanced models can use several messages depending on the detail involved. Long document processing and similarly demanding tasks may also consume more than one message. You won't see a message count before an action runs. Usage is reflected in your dashboard after the action completes.

Question 13

Where can I see my message usage?

Accepted Answer

Your dashboard shows message usage throughout your billing cycle. After your agent completes actions, including heavier tasks like image generation or document processing, the messages used are reflected in your usage.

Question 14

What about SMS, WhatsApp, voice, and other add-ons?

Accepted Answer

Messages measure agent work. Team seats, SMS, WhatsApp, voice minutes, web searches, conversation summaries, and phone numbers are billed separately. SMS is billed per segment at country rates (US outbound $0.0205, inbound $0.0133). WhatsApp is billed per delivered message at country rates, not per conversation. Displayed voice rates are for the US; open Voice rates, SMS rates, WhatsApp rates, and Workflow outbound on this page. Some plans include a set amount of SMS, WhatsApp messages, or voice minutes. Premium voices add +$0.05/min ($0.20/min total) on every minute, including minutes within your included allowance.

Question 15

How are voice minutes billed?

Accepted Answer

Voice Minutes cover inbound calls and Agent Connect. Usage is tracked per minute, rounded up. US overage is $0.15/min after your included allowance. Premium and live voices add +$0.05/min on every minute, included or overage, for a US total of $0.20/min. Outside the US 48, remaining geo cost is billed at 50% margin over carrier cost after the $0.15 credit. Voice Drop, Live Transfer, and Connect Call do not spend Voice Minutes. Open Voice rates by country for Agent Connect and inbound minutes.

Question 16

How are Voice Drop, Live Transfer, and Connect Call billed?

Accepted Answer

They are pay-as-you-go on Growth and Scale. Unanswered attempts are $0. US headline is $0.04 when answered, which covers the first 60 seconds. Time after that is +$0.04 per minute, rounded up. Live Transfer bills $0.04 if they hear the menu and never connect, so a transfer cannot be a free drop. Connected Live Transfer and Connect Call bill two phone legs. If carrier cost times 1.15 is higher, including Alaska and most international destinations, that floor applies. We do not double the carrier. Agent Connect is different: it uses Voice Minutes. Generating the voice clip is billed as workflow AI (message units), on top of the call. Open Workflow outbound on this page for examples.

Question 17

How is SMS billed?

Accepted Answer

Per segment, not per message. Most texts are one segment (160 characters). Longer texts are billed again for each extra segment. US outbound is $0.0205 per segment and inbound is $0.0133. Starter includes 25 segments, Growth 50, and Scale 300+. Overage uses the country card. Open SMS rates on this page for every destination.

Question 18

How is WhatsApp billed?

Accepted Answer

Per delivered message, not per conversation. Starter includes 50 WhatsApp messages, Growth 200, and Scale 500+. Those included units are service and session replies. Overage is a country card. US service, utility, and authentication are $0.0064 per message. US marketing is $0.04 per message when Meta resumes delivery. US and Puerto Rico marketing templates are paused by Meta (error 131049) and are coming soon. Service replies are free until October 1, 2026. Starting that date, Meta bills service at the utility rate after 1,000 free messages per business phone number per month. Inbound stays free. Click-to-WhatsApp 72-hour free-entry-point stays free. High-cost markets such as Germany, and lower-cost markets such as India, are billed on the card.

Question 19

What happens if I exceed my plan?

Accepted Answer

If you use more than your plan includes, overage charges apply at the rates listed on the pricing page. Overages are billed at the end of each billing cycle to the payment method on file.

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