AI Agent conversations run on credits, just like other usage-based services, and charges only apply when the AI Agent actually responds.
If you don’t see AI Agent listed as a service type in your account, reach out to your Customer Success Manager to learn more.
Let’s dive into the details.
Who can use this
The AI Agent conversations support Voice and Digital Contact Center channels
Billable AI session
Interactions with an AI Agent count toward the credits used on your account.
The following AI Agent interactions are billable.
AI Agent voice
An AI Agent Voice session is considered billable when:
There is at least one interaction between the customer and the AI Agent, including at least one customer response.
The AI Agent looks up information or performs a task at least once.
The session is marked closed.
Session inactivity timeout reached
Customer hangs up
AI Agent closes session
The live agent ended the session after the transfer
Note
A conversation is billed even if it includes a transfer to an agent, as long as a skill was called and other requirements are met.
AI Agent digital
An AI Agent digital session is considered billable when:
There is at least one AI agent and customer interaction, with an interaction defined as at least one response to the AI agent
The AI Agent looks up information or performs a task at least once.
The session is marked closed.
Session inactivity timeout reached
The customer ends the session
The AI Agent closes session
The live agent ended the session after the transfer
Note
A session is billed even if it includes a transfer to an agent, as long as a skill was called and other requirements are met.
Manage AI agent usage
Managing AI Agent usage is easy with a few simple habits.
Here’s how to stay on top of usage and spending.
Pause or remove AI Agents that aren’t delivering the results you want.
Review usage regularly to keep overall spending in check.
Usage warnings: You’ll receive email alerts at 80% and 90% of your AI Agent credit usage.
Balance alert: A final email is sent at 100% usage to let you know your balance is empty and whether the auto-recharge ran or agents were paused.
Quick actions: Each alert includes links to Plan Management to turn on auto-recharge or update your recharge amount.
Note
AI Agent credits are used by the primary office. This helps keep AI Agents consistent across your company and makes spending easier to manage.
For detailed pricing charges check AI Agent rates and Dialpad’s International calling and text rates.
Frequently asked questions
Do Speech IVR and Omnichannel Sessions still use credits?
Speech IVR and Omnichannel Sessions are older AI products. Usage can come from session bundles or Dialpad Credits.
If you’re moving to AI Agent, those bundles won’t apply. Your Customer Success Manager can help you get started.
What services are included in the Calling Credits bundle?
Calling Credits can be used for domestic and international calling, toll-free calls, SMS/MMS messaging, and fax.
However, once you move to the new AI Agent platform, AI Agent usage will only use the AI Agent bundle first, then Dialpad Credits if needed.