Our Pricing page indicates the number of Billable Units each pricing model has, and this article breaks down the value of these units.
One billable unit is a chargeable unit for consuming services in The Engage CcaaS platform.
Below is a breakdown of how these are charged.
Phone Calls
- Each inbound call = 1 x unit
- Each outbound call = 1 x unit
- Each internal call transfer that reaches an agent = 1 x unit
- Each inbound email = 1 unit
- Each outbound email response to an inbound message = 1 unit
- Each agent-initiated outbound email = 2 units
Social Messages
- Each inbound message = 1 unit
- Each outbound message response to an inbound message = 1 unit
- Responses that spill across two social messages due to character counts = 2 units
SMS
- Each inbound SMS = 1 unit
- Each outbound SMS response = 1 unit
- Responses that spill across two SMS due to character limits = 2 units
Webchat
- Each inbound message = 1 unit
- Each outbound message response = 1 unit
- Bot Handling: Conversations deflected by a bot and never hitting an agent do not incur charges. However, if the bot interacts with a customer and then escalates to an agent, billing applies.
Step-by-Step Guides
- Each agent-initiated step using Amazon Step-by-Step functionality during a customer interaction = 1 unit
Tasks
- Each agent-generated or system-generated task = 1 unit
- Each time a task is transferred = 1 unit
Cases
- Each agent-generated or system-generated case = 1 unit
Smart Tools
- Each contact that utilizes Smart Forms = 1 unit
- Each contact that utilizes Smart Translations = 2 units
Proactive Outbound Communication
- Each agent-initiated outbound email = 2 units
- Each agent-initiated, templated outbound WhatsApp message = 2 units*
- Each API-initiated, templated outbound WhatsApp message = 1 unit*
*Additional WhatsApp wholesale charges apply