The rule, in one sentence
A call adds its length in seconds, divided by 60. Nothing is rounded up: a 30-second call is 0.5 minutes, a 90-second call is 1.5 minutes.
The plan card shows the running total, and overage lines on an invoice give it to one decimal place (for example "40.0 min").
What is and isn't counted
| Event | Counted? | Where |
|---|---|---|
| The AI answers and talks to a caller | ✅ | AI minutes, to the second |
| The AI takes a message (AI voicemail) | ✅ | AI minutes: it's an AI call |
| A caller leaves a message on plain voicemail (no AI on the call) | ❌ | Not AI minutes |
| The AI transfers the call to a person | ✅ AI part only | AI minutes up to the handoff |
| Calls the AI places, such as campaign calls | ✅ | AI minutes |
| A test call started from FrontDesk, where the AI calls you (voice previews, call-script tests) | ❌ | Not counted (limited to 5 on Free) |
| You call your own practice number from a phone | ✅ | AI minutes: it's a live call |
| Your team places a call from FrontDesk (click-to-call, the dialer, a call-back) | ✅ | Staff calling minutes, to the second |
| A text sent or received | ✅ | Texts, one per message |
Video visits use telehealth minutes and AI note-taking uses AI note minutes, each its own allowance. See Usage and overages for how much each plan includes.
AI minutes and staff calling minutes
These are two separate allowances:
- AI minutes cover every call the AI handles, inbound and outbound. Pro includes 500 a month and Elite 1,150.
- Staff calling minutes cover calls your team places themselves from FrontDesk. Pro includes 500 a month and Elite 1,000.
Past an allowance, Pro and Elite are billed the overage rate for that allowance when usage resets. On a trial, or on an account whose overage billing is switched off, the allowance stops instead.
The Free plan includes 15 AI minutes a month for the AI receptionist answering calls (calls the AI places for you need a paid plan) and 60 staff calling minutes. Each stops at its limit until the 1st; Free has no overage.
Texts
Each text counts as one, whatever its length, and texts count in both directions: the ones you send and the ones clients send you.
Where to watch your usage
- The plan card: Settings → Billing → Subscription shows AI minutes, Staff calling and Texts (plus Telehealth and AI notes when your plan includes them) as used against included, with the date usage resets. The same bars appear in the location switcher.
- The forecast: the Usage forecast under the plan card says when this cycle's minutes run out at your current pace, with a chart. Pick another allowance from its dropdown to see what happens when that one runs out.
- Alerts: the Usage alerts card emails the account owner and billing email when you reach the percentages you choose (50%, 90% and 100% to start with).
What to do if you're trending over
- Check the forecast. Is it steady growth, or one busy stretch (a campaign, a robocall episode)?
- If it's steady growth, compare plans: regular overage on Pro is the signal to move up. See Upgrade or downgrade your plan.
- If it's one busy stretch, buy a pack of AI minutes from Add AI minutes on the same page. Bought minutes are used before any overage.
- If you suspect robocalls or a loop, check the call logs for that day and look for unusually long calls.
See Usage and overages for overage rates and minute packs.