TawkBase
← Back to Home
  • 200 minutes of AI agent time per month
  • 1 phone number
  • Unlimited call history
  • Call recordings & transcripts
  • Google Calendar integration
  • Email support

Additional minutes: $0.47/minute

Best for:

  • Small businesses
  • Solo practitioners
  • Low call volume (5-10 calls/day)

Professional Plan - $199/month

For growing businesses with higher call volume.

Includes:

  • 500 minutes of AI agent time per month
  • Up to 3 phone numbers
  • Everything in Essential
  • Company directory (unlimited members)
  • Priority support
  • Advanced call routing

Additional minutes: $0.47/minute

Best for:

  • Growing businesses
  • Multiple locations
  • Medium call volume (15-25 calls/day)

Enterprise Plan - Custom Pricing

For high-volume businesses with custom needs.

Includes:

  • Custom minute allocation
  • Unlimited phone numbers
  • Everything in Professional
  • Dedicated account manager
  • Custom integrations
  • SLA guarantee
  • Phone support

Contact us for pricing: support@tawkbase.ai

Best for:

  • Large businesses
  • Call centers
  • High call volume (50+ calls/day)
  • Custom requirements

How Billing Works

Per-Minute Pricing

You’re charged for the time your AI agent spends actively talking with callers.

What counts as a minute:

  • Active conversation time
  • Time agent is speaking or listening
  • Includes hold time during transfers

What doesn’t count:

  • Ringing time before answer
  • Time after call ends
  • Failed or dropped calls

Rounding:

  • Minutes are rounded up to the nearest minute
  • 30 seconds = 1 minute billed
  • 61 seconds = 2 minutes billed

Example Calculations

Scenario 1: Short call

  • Call duration: 45 seconds
  • Billed: 1 minute
  • Cost: $0.47 (if over plan minutes)

Scenario 2: Average call

  • Call duration: 3 minutes 20 seconds
  • Billed: 4 minutes
  • Cost: $1.88 (if over plan minutes)

Scenario 3: Long call

  • Call duration: 12 minutes 10 seconds
  • Billed: 13 minutes
  • Cost: $6.11 (if over plan minutes)

Managing Your Subscription

View Current Plan

  1. Go to Billing in the app
  2. See your current plan details:
    • Plan name
    • Monthly cost
    • Included minutes
    • Minutes used this month
    • Minutes remaining

Change Plans

Upgrade

  1. Go to Billing → Plan tab
  2. Click “Upgrade” on desired plan
  3. Confirm the change
  4. New plan starts immediately
  5. Prorated credit for unused time on old plan

Downgrade

  1. Go to Billing → Plan tab
  2. Click “Downgrade” on desired plan
  3. Confirm the change
  4. Change takes effect at next billing cycle
  5. Current plan continues until then

Cancel Subscription

  1. Go to Billing → Plan tab
  2. Click “Cancel Subscription”
  3. Confirm cancellation
  4. Service continues until end of billing period
  5. No refunds for unused time

Note: Your data is retained for 30 days after cancellation.

Payment Methods

Add Payment Method

  1. Go to Billing → Payment tab
  2. Click “Add Payment Method”
  3. Enter card details:
    • Card number
    • Expiration date
    • CVC code
    • Billing ZIP code
  4. Click “Save”

Accepted cards:

  • Visa
  • Mastercard
  • American Express
  • Discover

Set Default Payment Method

  1. Go to Billing → Payment tab
  2. Find the card you want to use
  3. Click “Set as Default”
  4. This card will be charged for subscriptions and overages

Remove Payment Method

  1. Go to Billing → Payment tab
  2. Find the card to remove
  3. Click “Remove”
  4. Confirm removal

Note: You must have at least one payment method on file.

Account Balance

Prepaid Balance

Add funds to your account for overages:

  1. Go to Billing → Balance tab
  2. Click “Add Funds”
  3. Enter amount ($20 minimum)
  4. Confirm payment
  5. Balance added immediately

How it works:

  • Overage minutes deducted from balance first
  • Then charged to payment method
  • Balance never expires

Auto-Replenish

Automatically add funds when balance is low:

  1. Go to Billing → Settings tab
  2. Enable “Auto-Replenish”
  3. Set threshold (e.g., $10)
  4. Set replenish amount (e.g., $25)
  5. When balance drops below $10, $25 is added automatically

Benefits:

  • Never run out of balance
  • Avoid service interruptions
  • Set it and forget it

Usage Monitoring

View Usage

  1. Go to Billing → Usage tab
  2. See current month usage:
    • Total minutes used
    • Minutes remaining in plan
    • Overage minutes
    • Estimated cost

Usage Alerts

Get notified when approaching limits:

  1. Go to Billing → Settings tab
  2. Enable “Low Balance Alerts”
  3. Set alert threshold (e.g., $10 remaining)
  4. Choose notification method:
    • Email
    • SMS
    • Both
  5. Get alerts before running out

Transaction History

View all charges and payments:

  1. Go to Billing → Transactions tab
  2. See complete history:
    • Subscription charges
    • Overage charges
    • Balance additions
    • Refunds
  3. Download invoices for accounting

Overage Management

Allow Overages

Control whether to allow usage beyond plan minutes:

Enabled (default):

  • Service continues when plan minutes exhausted
  • Overage minutes charged at $0.47/minute
  • No service interruption

Disabled:

  • Service stops when plan minutes exhausted
  • Calls go to voicemail
  • Must add minutes or upgrade to resume

To change:

  1. Go to Billing → Settings tab
  2. Toggle “Allow Overages”
  3. Save changes

Overage Costs

Example month:

  • Plan: Essential ($99/month, 200 minutes)
  • Usage: 250 minutes
  • Overage: 50 minutes
  • Overage cost: 50 × $0.47 = $23.50
  • Total bill: $99 + $23.50 = $122.50

Cost Control Tips

Right-Size Your Plan

  • Review usage monthly
  • Upgrade if consistently over plan minutes
  • Downgrade if consistently under

Monitor Usage

  • Check dashboard weekly
  • Set up usage alerts
  • Review call patterns

Optimize Call Handling

  • Keep greetings concise
  • Train agent for efficiency
  • Use call forwarding for complex issues
  • Enable company directory for transfers

Use Call Forwarding

  • Forward complex calls to humans
  • Reduces AI agent time
  • Better customer experience for complicated issues

Billing Cycle

When You’re Charged

  • Subscription: Charged on the same day each month
  • Overages: Charged at end of billing cycle
  • Phone numbers: Charged monthly with subscription
  • Balance additions: Charged immediately

Billing Date

Your billing date is set when you first subscribe:

  • Subscribed on Jan 15 → Billed on 15th of each month
  • Subscribed on Jan 31 → Billed on last day of each month

Prorated Charges

When you upgrade mid-cycle:

  • Credit for unused time on old plan
  • Charge for new plan from upgrade date
  • Net difference charged immediately

Invoices & Receipts

Download Invoices

  1. Go to Billing → Transactions tab
  2. Find the transaction
  3. Click “Download Invoice”
  4. PDF invoice downloads

Invoice includes:

  • Billing period
  • Plan details
  • Usage breakdown
  • Payment method
  • Total amount

Email Receipts

Receipts are automatically emailed to your account email after each charge.

Tax & Compliance

Sales Tax

Sales tax is calculated based on your business address:

  • Varies by state/province
  • Automatically calculated
  • Shown on invoices

Business Information

Keep your business details current:

  1. Go to Settings → Business Information
  2. Update:
    • Business name
    • Address
    • Tax ID (if applicable)
  3. Ensures accurate invoicing

Failed Payments

What Happens

If a payment fails:

  1. You receive an email notification
  2. We retry payment in 3 days
  3. If still fails, retry in 7 days
  4. After 3 failed attempts, service is suspended

Resolve Failed Payment

  1. Go to Billing → Payment tab
  2. Update payment method
  3. Click “Retry Payment”
  4. Service resumes immediately

Refund Policy

Subscription Refunds

  • No refunds for monthly subscriptions
  • Cancel anytime, service continues until end of period
  • No partial month refunds

Balance Refunds

  • Prepaid balance is non-refundable
  • Balance remains on account
  • Can be used for future usage

Disputed Charges

If you believe you were charged incorrectly:

  1. Email support@tawkbase.ai
  2. Include:
    • Transaction ID
    • Date of charge
    • Reason for dispute
  3. We’ll investigate and respond within 2 business days

Need Help?

Next Steps