A monthly active contact is any customer your team has a conversation with inside a calendar month, on any channel. The same customer messaging you five times in a month counts once. A contact who does not get in touch that month does not count at all, so your number moves with your actual service volume rather than the size of your database.

No. Every plan includes unlimited seats. You are charged on contacts and usage, not on how many people you put in the inbox, so adding a weekend agent or a seasonal team does not change your bill.

You are not cut off. Anything past your allowance is charged at the out of bundle rate. If you are consistently over, moving up a contact tier is normally cheaper than paying the overage, and your account manager will tell you when that point arrives.

Yes. Phone is included in every plan. Each plan comes with phone numbers (1 on Connect, 3 on Automate, 5 on Scale and a custom number on Enterprise), 50 free outbound minutes a month, call recording, transcription and call routing through Flows. If you need minutes over and above the free 50, you can add them from £35 a month for 1,000 outbound and 1,000 inbound minutes.

Inbound minutes are free when they are matched to an outbound bundle, so a team taking calls and never making them does not need a bundle. You get the 50 free minutes with your plan and pay the inbound per-minute rate on anything past that. If your inbound volume is high, an outbound bundle is usually still the cheaper option because of the matched inbound minutes that come with it.

Plans and add-ons run on a 12-month contract. We can accommodate changes during that time, especially if you are moving up a contact tier as your volume grows. Talk to your account manager and they will take you through the options.

Outbound calling covers UK and EMEA numbers, including South Africa.

No. Every price on this page excludes VAT.

See customer service working as one operation