How minutes work
How your minutes pool is calculated, what happens past the pool, and how international calling is billed.
Every seat on your account contributes to one shared minutes pool for US and Canada calling. Minutes aren't tracked per seat — they're pooled across your whole organization, so a quiet seat covers a busy one.
What counts toward the pool
Your voice pool counts answered call time — IVR, queue hold, ring time before pickup, everything from answer to hangup — minus any time a call spent talking to your AI receptionist. AI minutes are tracked and billed separately; see How AI receptionist minutes work.
The pool size
Each seat includes 3,000 minutes per month, pooled across your organization. A 5-seat account gets a 15,000-minute pool. This is a fair-use allowance, not a hard cap — you can see your usage against the pool at any time on your Billing page.
Minutes past the pool
Minutes used beyond your pool are billed in arrears — after the month closes — at a flat per-minute overage rate, plus applicable taxes. Your Billing page shows your account's current overage rate. You'll see an alert as you approach and pass your pool so there are no surprises on your invoice.
International calling
International calling is off by default. If you turn it on for your account, every international minute bills at a single flat rate plus applicable taxes — there's no separate rate per destination country. International minutes never come out of your US/Canada pool; they're billed separately from the first minute.
Where to see it
Your Billing page shows two live meters: your US/Canada pool (used vs. included) and, if you have international enabled, your international usage. Both update through the current month.