Credit and pricing in your Sell Voice account

What's my plan?

When you sign up for a free trial of Sell Voice, you’ll automatically receive Voice credit, equivalent to around 50 minutes of talk time. If you run out of credit during a call, the call continues and the appropriate charges are deducted when you top up your credit.

You can top up your account in USD, EUR, and GBP currencies, depending on the currency you specify when your account is first created in our internal billing system.

Only administrators can recharge a voice account.

This article covers the following topics:

• Understanding Voice account pricing
• Adding credit to your account
• Viewing Voice billing information

Understanding Voice account pricing

Sell Voice offers USD calls based on the rates provided by Twilio, and EUR or GBP calls will be converted using fixed conversion rates. Only local rate calls are billed. All billing is prepaid by credit card.

Note: Calls are charged per minute, rounded up to the nearest minute. Incoming callers are charged their normal rates.

The cost for the dedicated Sell number is part of your Sell subscription. Usage costs vary depending on the country you are calling to and calling from.

When you use a transfer number, you are charged for each leg of the call. The first leg is the connection between your phone and Sell. The second leg is from Sell to your customer. The listed call rates are per leg.

Text Message (SMS) rates and availability can vary depending on your country (see USD pricing, local rates). EUR and GBP texts will be converted using fixed conversion rates.

Note: You must have at least the equivalent of 0.5 USD voice credit to send text messages through Sell.

Adding credit to your account

You can add credit from Settings > Communication Channels > Voice and Text. You can choose to either top up manually, prepay with an invoice (which the account manager can set up), or specify an amount to be topped up automatically when your Voice credits are running out.

To add credit to your account

1. On the Sell sidebar, click Settings (), then click Communication Channels > Voice and Text.
2. Click the Logs and Billing tab.

   

3. Select or deselect the Auto recharge check box to decide whether to top up your account when funds are low. When you auto recharge, the sum you specify in the Recharge amount field is then billed each time.
4. In the Recharge amount field, enter the auto recharge sum you would like to add.

   The currency displayed is the currency that you have set for your account.

5. Click Save. Your auto recharge preference and recharge amount settings are saved.
6. Used funds and available funds are displayed in the usage details section.

   Click Add credits to add credit to your account immediately.

7. Select the amount you want to add. The currency displayed is the currency that you have specified for your account. Click Add credits to confirm the credit amount.

   

   The sum you add is shown as pending funds until the transaction is processed.

If your transaction to recharge the account fails, an admin may need to update your payment method in Zendesk Admin Center.

Viewing Voice billing information

You can view all call activity in your specified currency in Settings > Communication Channels > Voice and Text.

To view Voice billing information in your account

1. On the Sell sidebar, click Settings (), then select Communication Channels > Voice and Text.
2. Click the Logs and Billing tab.
3. In the Usage details section, you'll see used and available funds in your account currency.

   The Call Log and Message Log tabs show individual call and message details, including the price of the call in USD. If your account is set in a non-USD currency, the price will reflect the exchange rate that is used for conversion at the time of the call.

   

   Note: You can only view call activity and prices in the Call Log tab of your Voice and Text settings.