Billing projections, invoice history, and payment methods

Open Settings → Billing to review projected AI resolution and AI voice-minute charges, view invoice history, and manage payment details. Billing read access allows viewing the page and invoice history; listing the sessions behind a charge also requires access to view sessions. Billing write access is required to open the payment portal. Organization admins have all of these.

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Billing organizations

Usage from the main billing organization and its linked organizations is pooled. Each product’s monthly included allowance is applied once to its combined usage. Your agreement can price a group of organizations separately, for example Consumer Chat. That group’s usage is billed against its own allowance and rates, on its own lines named after the group, and does not count toward the shared allowance. Its charges appear on the same invoices as the rest of the product. A linked organization displays an alert naming its main billing organization. If you are also a member of that organization with admin or billing access, Open billing for … switches you directly to its billing page. Payment details, projected charges, and invoice history are shown only in the main billing organization.

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Understand the projection

The Next invoice section groups all configured products by expected invoice date and currency. Products belonging to the same invoice appear together in each monthly table. Each monthly subtotal includes all its line items. Different invoice dates or currencies have separate invoice groups within this section. AI voice minutes appear only when your main billing organization has an unarchived voice billing line item, including when usage is zero or no AI resolutions plan is configured. Products without billing terms are omitted. Displayed months begin no earlier than your contract’s starting month or September 2026. All billing dates and month boundaries use UTC. Each monthly breakdown uses invoice-style rows with a description, quantity, unit price, and amount:

• A flat-fee row with the included AI resolutions or voice minutes.
• Overage rows with excess sessions or minutes, the applicable rates, and projected charges. Tiered pricing shows one row per used tier; volume pricing shows one row at the selected rate.
• The projected total for that month.

A separately priced group of organizations has its own flat-fee and overage rows, with the group’s name after each description, such as AI resolutions — flat fee · Consumer Chat. Voice usage sums the recorded billable minutes across all call origins, including test calls. AI participation time is rounded up to whole minutes per call. Usage belongs to the UTC month when its billing record is created, so calls processed later can appear in a later month. Recent calls may take time to appear. The table shows included and excess minutes, without a separate total-usage figure. Monthly billing shows one month. Quarterly billing shows the calendar quarter’s months separately, including scheduled flat fees for future months. Future overage quantities are marked Not started. For example, an October 1 monthly invoice is projected from September; an October 1 quarterly invoice covers July–September, with months before September 2026 omitted from this view. A mid-month service start prorates the first month’s flat fee by active calendar days, including the start date. When the configured monthly flat fee is greater than zero, that partial first month has no overage charge. The page explains the proration. A contract ending mid-month also prorates the final month’s flat fee for its service days. The same overage waiver applies when the configured monthly flat fee is greater than zero. When a product has no flat fee, partial months charge usage above the full monthly included allowance at the agreed extra-unit rate. The allowance is not reduced for a partial month. This applies to both AI resolutions and AI voice minutes, including service starting, ending, or being archived mid-month. With no allowance, all usage during the service period counts toward overage. For example, 150 units used with 100 included units and a $2 extra-unit rate costs$100. Next invoice expected shows the anticipated issuance date, not the payment due date. Consult your issued invoice for its final amount and payment deadline.

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Review invoice history

Invoice history, below Next invoice, shows issued invoices recorded in OpenCX. Drafts and voided invoices are hidden. Invoices not recorded in OpenCX do not appear in this history. The five most recently issued invoices appear expanded. Select Load more to view older invoices, five at a time. Each invoice shows its number, issue date, currency, and due date when available. Monthly tables show the recorded descriptions, quantities, unit prices, and amounts in the same format as the projection. Historical charges do not change when current billing terms change. Each invoice also shows its subtotal, final total, amount paid, and remaining balance. An unavailable amount appears as —, rather than zero. All dates use UTC. These invoice cards are read-only, with no payment actions. Invoice history remains available even when no current billing terms are configured. If history cannot load, select Retry; previously loaded invoices remain visible when loading an older page fails.

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Review billed sessions and calls

Each product in a monthly table, in both Next invoice and Invoice history, has a link on its flat-fee row: View billed sessions for AI resolutions and View billed calls for AI voice minutes. It opens a panel listing every billed item behind that month’s charge, newest first. A separately priced group has its own link, listing only its organizations’ usage; the shared rows list everyone else’s. The list covers the period the charge bills. For Next invoice, that is the month from your contract start until now. For an issued invoice, it is the service period recorded when the invoice was created, so later changes to billing terms do not change it. The panel shows the totals for the period, its start and end times, and when the list was last updated. All times use UTC. Usage from linked organizations is included, with an Organization column when more than one organization has billed usage. Session numbers in your current organization open the session in the inbox. To open a linked organization’s session, switch to that organization.

• Filter by organization, channel, or, for voice minutes, call origin. Each option shows its count for the period.
• Search by session number (for example, #1234) or session ID. When the session was not billed for that product and month, the panel says so.
• Select Load more for older rows, or Download CSV to export every row matching the current filters and search.

Recent activity can take a few minutes to appear. When the list holds fewer sessions or minutes than the charge, the panel notes that it is still catching up. When an issued invoice was adjusted after it was created, the panel says so and lists usage as recorded. The link is unavailable when nothing was billed for that product and month, and hidden for months that have not started. Without access to view sessions, the link is visible but disabled.

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Monthly invoice preparation

Completed service months are prepared for billing on the first of each month at 03:00 UTC, starting with September 2026 service. Invoices remain drafts for finance review before issuance; preparing a draft does not send an invoice or charge a saved card. Overage quantities are rounded down to whole units before applying the agreed unit price. For example, 1.5 excess units are billed as 1 unit, and 0.5 excess units produce no overage charge. Monthly plans are billed for the completed month. Quarterly plans retain separate monthly charges and are prepared after the calendar quarter closes. If a contract ends or its plan is archived earlier, its remaining charges are prepared on the next monthly run. Archiving stops service at the archive timestamp; the existing partial-month rules apply. Rollover allowance accounting is recorded monthly. When an invoice is created, each uninvoiced month is calculated from recorded usage using the current billing settings, including product, currency, flat fee, included units, and overage rate or tier schedule. This also applies to earlier months on a quarterly invoice. Saving the invoice fixes its pricing and charges. Retrying an interrupted generation uses that saved invoice; later pricing edits do not alter it. Products can share an invoice when the invoice date, currency, payment terms, and grace period match; differing terms produce separate invoices. If a plan is added after a month’s invoice has been prepared, its additional charges appear on a separate draft. Charges already assigned to the original invoice are not repeated. Separately priced groups follow the same rule: each month not yet invoiced is billed with the groups and organizations configured when its invoice is created. A group added later starts with the first month not yet invoiced; earlier invoices keep those organizations at the shared price. Removing a group bills its organizations at the shared price for every month not yet invoiced.

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Generate or regenerate an invoice

Billing administrators can open an organization’s invoices in Admin → Billing, then select Generate or regenerate invoice. Choose a completed Service month (UTC) from September 2026 onward. Generate missing invoice is available when that period has no existing invoice created here. Use Regenerate existing invoices to replace the period’s invoices after correcting billing settings. A paid invoice covering the period prevents regeneration. Select Preview drafts to review every included month, the previous charges and the new totals. Regeneration recalculates recorded usage using all current billing settings, including newly added products and tier pricing. It replaces complete billing periods, so a quarterly invoice includes all its months. Different billing dates, currencies or payment terms can produce multiple drafts. If corrected settings leave no charges due, the preview shows that no replacement will be created. Manual edits on the previous invoice are discarded in the replacement; the old invoice and its edit history remain available. Existing drafts are removed from the billing provider and unpaid issued invoices are voided before replacement drafts are created. If the provider cannot retire an invoice, the operation remains incomplete and shows the error. Resolve the payment with the billing provider, then retry; no replacement is created until retirement succeeds. If an invoice becomes paid during confirmation, regeneration stops and records the reason in history. Enter a written Reason, then select Confirm generation or Confirm regeneration. The new invoices remain drafts. Finalizing and emailing are separate actions, and generation does not charge a saved card. Generation history records the administrator, reason, reviewed charges and links to previous and replacement invoices. Retry saved generation resumes an interrupted operation using the saved charges, even if settings have changed since confirmation.

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Manage billing line items

Billing administrators open Admin → Billing → Manage line items for an organization to view its line items in a sheet. Choose Add line item to open the product-selection sheet above it. Selecting a product opens a third sheet on top, where you configure its pricing and terms. Each save creates one line item. Products already configured cannot be selected again. Before saving, use Back or close the top sheet to reveal product selection beneath it. Selecting the same product preserves entered values; selecting a different product resets the form to its creation defaults. Editing opens the saved terms in a sheet above the line-item list. The product is fixed after the first successful save; pricing, allowances, and other terms remain editable. To correct a product selection, archive the existing item and add a new one. Archiving preserves the original item’s saved terms and history.

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Price selected organizations separately

To bill some of the payer’s organizations at different terms, select Add price under Tiered overage pricing while adding or editing a line item:

1. Enter a Label, such as Consumer Chat. It appears on invoice lines and on the customer’s billing page, so use a name the customer recognizes. Each price on a line item needs a different label.
2. Select the Orgs it covers: the main billing organization or any of its linked organizations. An organization can have only one price per product.
3. Set the Flat fee (0 by default), included allowance, and extra-unit rate or tier schedule, and choose its rollover option.

Saving the line item saves its prices. Their usage leaves the shared allowance and is billed against their own allowance and rates. The flat fee is charged in addition to the line item’s flat fee. Currency, contract dates, invoice frequency, payment terms, grace period, and billing emails always follow the line item, so its prices share its invoices. Each price tracks its own rollover, and its reset option appears after the price is first saved. Remove a price with its delete button and save. Its organizations return to the shared price for every month not yet invoiced. Archiving a line item also archives its prices. The line-item list shows each price’s label, organizations, and terms.

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Tiered overage pricing

AI resolutions and AI voice minutes can each have an independent tier schedule and pricing mode. Without tiers, the single extra-unit rate applies. Tier thresholds count only excess usage after included units and eligible rollover are deducted. They reset every UTC calendar month, even when you receive a quarterly invoice. Partial-month overage waivers still apply.

• Graduated is the default. Each portion of excess usage is charged at its tier’s rate.
• Volume applies the rate of the tier reached to all excess units for that month. Reaching a cheaper tier can reduce the total overage charge.

For example, suppose the first 5,000 excess units cost 0.10 each, the next 15,000 cost 0.08 each, and units above 20,000 cost 0.05 each. At 25,000 excess units, graduated overage is 1,950.00; volume overage is 1,250.00. Any monthly flat fee is added separately. Each used tier’s charge is rounded to currency cents before the line amounts are summed. A used free tier remains visible with a zero charge. Billing administrators configure tiers in Admin → Billing → Line items. Enable Tiered overage pricing, choose the pricing mode, and enter each tier’s Through limit and rate. The editor derives each start automatically from the included allowance or the previous tier’s end. For example, with 2,000 included units, a tier ending at 5,000 covers units 2,001–5,000; the next tier starts at 5,001. Ends must increase, and the final tier is unlimited, so there are no gaps or overlaps. Every finite tier must cover a positive whole number of excess units. Eligible rollover shifts these ranges without changing their widths: 500 rollover units move that first range to 2,501–5,500. The editor shows ranges before rollover; monthly charges use the eligible rollover for that month. Rates can be zero, rise, or fall. Saving changes updates Settings → Billing projections immediately and affects subsequent invoice creation. Existing invoices keep their saved charges.

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Monthly allowance rollover

Each product has its own rollover option. To term end is the default: unused allowance is recorded month by month, without reducing later usage charges or creating an automatic renewal credit. With To next month, the current month’s allowance is used first, followed by unused allowance from the immediately preceding service month. Older rollover cannot be used again. For example, with 100 included units and 40 carried units, 150 units used produces 10 excess units. Using 120 units produces no excess and no new rollover; using 80 units leaves 20 new units for the next month. Prorated months earn no automatic rollover and retain the fee and overage rules above. Rollover is tracked separately for each product and billing line. Updating an existing line’s end date preserves its recorded rollover; a reset must be explicitly selected. Changing rollover mode preserves recorded rollover. To next month makes only the immediately preceding month’s rollover eligible; changing back to To term end counts all unreset records again. Amounts voided by earlier mode changes or explicit resets remain voided. A reset voids that product’s recorded balance, including the immediately preceding month, while retaining its history. Neither a reset nor a mode change alters charges already prepared.

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Manually set a month’s rollover

Staff billing admins can open Rollover for an organization in the billing administration page, then select Edit rollover for the product. The editor opens in a separate stacked sheet. Linked organizations share their payer’s rollover; resolutions and voice minutes are managed separately. Choose any past, current, or future source month. The amount is prefilled with that month’s existing rollover total. Enter the replacement total and a required reason, then select Save rollover. Non-negative decimals are supported, including 0 to clear the month. The entered amount replaces the total; it is not added to automatically earned rollover. A manually set total remains authoritative when the source month is processed later. History retains the old amount, new amount, reason, author, and time of each change. For To next month, January’s total applies only in February, after February’s included allowance. Any unused portion expires after February. The balance card shows recorded carry usable in the current UTC month; future entries remain visible in their source month’s history. For To term end, manual totals count toward the recorded balance without reducing monthly charges. Explicit resets clear both recorded manual and automatic rollover while retaining history. You can change rollover even if the receiving month’s charges have already been processed. A warning explains that its invoice may need regeneration. Saving rollover does not regenerate invoices or change already-prepared charges.

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Manage cards and issued invoices

Select Manage payments and invoices to add or update a card and view or pay issued invoices. This action requires billing write access. Subscription changes and cancellation are not available in the payment portal. The Saved cards section shows each card’s brand, last four digits, expiration date, and whether it is the default. Expired cards and missing defaults are shown explicitly. If card information cannot be loaded, the page shows it as unavailable; this does not mean no card is saved. Select Refresh cards after changing a payment method. Saving a card does not enable automatic collection or change your agreed payment terms. Your billing organization has a collection preference, managed by finance. Finance approves collection for each invoice and can select a different saved card for that invoice without changing your default card. When finance approves card collection during finalization, collection starts after approval, without waiting for a payment-term due date. Failed payments may be retried automatically. An invoice finalized for manual payment can instead receive a single card-payment attempt after finance approval; that action does not enable automatic retries. A saved card does not guarantee payment will succeed, and you may need to authenticate a payment or update the card. Successful card payments receive an email receipt when email delivery is configured. If a payment requires your action, follow the payment link in the email. Contact [email protected] if you need help with an issued invoice.

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Pay by bank transfer

Where supported, the page displays bank-transfer details assigned to your billing organization for each currency used by its unarchived billing line items, including voice-only plans. Missing payment details are prepared automatically when you visit the page. Billing admins also initiate setup when adding line items. Use the displayed account details and currency. Refer to your issued invoice for the amount to transfer; the projection is not an amount due. If bank transfer is unavailable for the billing currency or account, contact [email protected] for payment options. If setup temporarily fails, the affected bank-details section is hidden while saved billing terms and available projections remain visible. Select Retry, or contact the same address for help.