Billing & Plans

Billing is where you manage what you pay SquawkVoice: your plan, your payment methods, your wallet credit and your invoices. It lives at Manage → Billing.

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What’s on the Page

The Billing page has these tabs. Until you subscribe to a plan, Payment methods and Preferences have little to show. They fill in once you have a plan.

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Your Plan

The Current Plan card at the top of Overview shows:

• Your plan’s per-minute rate, as /min, and the plan name.
• Renews on and the date, or Ends on and the date once you’ve cancelled.
• If you’ve bought phone numbers in Studio, a line such as “3 phone numbers — 1 included, 2 × $1.50 =$3.00/mo”. See Number Billing.
• Upgrade Plan and Cancel Plan buttons.

With no plan, the card reads Choose your subscription plan and offers View Plans. Until you subscribe, Add more credits and Enable Auto Top-up are turned off.

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Comparing Plans

Select View Plans (or Upgrade Plan) to open Choose Your Plan under the card. Select Hide Plans to close it. The comparison shows these rows for each plan: Best For, Per-Minute Rate, Per-Chat Session Rate, Per-Email Session Rate, Overage Rate, Setup & Onboarding, Optimization, Support and DNC Scrubbing. The rates are on the page itself and can change, so this page doesn’t list them. How you move onto a plan, and how it’s committed, depends on the plan:

• Growth is self-serve, with no fixed monthly commitment. You subscribe in Studio.
• Pro has a fixed monthly commitment, and Enterprise has a custom one. Both are set up with our team. You send a short request and we get back to you.

Your current plan’s button is turned off. On a Pro plan the comparison doesn’t open. Upgrade Plan takes you to a request form instead, described below.

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Subscribing to Growth

Studio confirms the subscription, and the Current Plan card updates. It can take a few seconds.

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Requesting Pro

Pro is a committed-volume plan, so you set it up with our team rather than at checkout. Sending the form doesn’t change your plan or charge you. Changing a Pro plan. If you’re already on Pro, Upgrade Plan opens Contact Us — Pro Plan Upgrade. It shows your Current commitment (min/month). Enter a higher New commitment (min/month), add your contact details and select Submit. If you’ve cancelled your Pro plan and it hasn’t ended yet, the drawer first asks what you’d like to do:

• Renew current plan turns auto-renewal back on. Select Re-enable auto-renew, then Confirm.
• Increase commitment shows the same request form.

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Talking to Sales About Enterprise

On the Enterprise column, select Talk to Sales. In the Contact Sales drawer, enter your first and last name, work email and Calls handled per month. Phone and Tell us more are optional. Select Submit, and our sales team will reach out at the email you gave. Sending the form doesn’t change your plan or charge you.

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Squawk Accelerator

Under the plan comparison is the Squawk Accelerator add-on: 30 days of hands-on support from a dedicated AI engineer for onboarding, workflow design, prompt tuning and go-live. It’s a one-time fee, and the price is shown on the add-on banner. Select Add-on to include it. The button changes to Added, and you can select it again to take the add-on back out. When you subscribe to Growth, the one-time fee is added to that checkout.

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Cancelling Your Plan

Studio confirms that the cancellation is scheduled. The card then shows Ends on and the date, and Cancel Plan goes away.

• Your plan works as normal until the end date, and you can still add credits.
• On a Pro plan, the end date is the end of your commitment term. To keep the plan, use Upgrade Plan and Renew current plan before then.
• Once a plan has ended, Add more credits and Enable Auto Top-up are turned off until you subscribe again.
• If Studio can’t confirm whether you have phone numbers, it asks you to close the dialog and try again before you cancel.

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Adding Credits

Your wallet pays for calls, chat sessions and email sessions as they happen. The Credits card on Overview shows your Credit balance, and it updates by itself as the balance changes. Select Add more credits to open Add Credit to Wallet:

• Choose Quick Select ($10,$25, $50,$100, $250 or$500), or enter a Custom Amount from $10 to$10,000.
• Add a Description of up to 100 characters if you want one.
• Check the Payment Summary and select Pay with Stripe.

Add more credits is turned off until you’re subscribed to a plan. It stays available while a cancelled plan runs to its end date. A top-up is charged to your default payment method. What happens after you pay is covered in Wallet Top-Ups, and the Auto Top-up card on the same page is covered in Auto Top-up.

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Professional Services Hours

Professional Services hours are time you buy for hands-on work on your account. When that work is done, the time is logged against your balance with a note about what was done. The Professional Services Hours card on Overview shows your Balance in hours and minutes, for example “2h 30m”. If you have a default payment method, it’s charged straight away and Studio confirms the number of hours purchased. If you don’t, a secure Stripe payment form opens so you can enter one. Your balance goes up once the payment is confirmed. Purchases appear on Billing history under Professional Services. The same place has the work log, described next.

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Payment Methods

The Payment methods tab lists the methods saved for your account:

• Cards, shown as the brand, “ending in” the last four digits, and the expiry date.
• Link Account, with its email.
• US bank accounts, shown as the bank’s name and “ending in” the last four digits.

Any other type is shown as Unsupported payment method. Before you subscribe, the tab reads No payment methods found. The method marked Default is the one charged for your manual top-ups and your Professional Services hours. Add a method. Select Add payment method. A drawer titled Add payment method opens with a secure Stripe form, and Studio confirms once it’s saved. The button appears after you’ve subscribed. Change the default or remove a method. Open the ⋯ menu on a method and choose Make default or Remove. Removing asks you to confirm in Remove payment method, which warns that “This action cannot be undone.” The method marked Default has no menu, so to remove it, first make another method the default.

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Billing History

Billing history lists your plan invoices, your wallet top-up invoices and your Professional Services purchases. Use View all, Recurring, Top-up or Professional Services to narrow the list, and Search invoices… to find one. Each row has a download icon for the PDF and View to open the invoice online. The columns, and what each invoice covers, are in Reading Your Invoice.

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Professional Services Work Log

Under Professional Services, switch from Invoices to Work Log to see the work logged against your hours. Each row shows a Log ID, Date, Work note, Duration and Actor. Select a row to open the Work Log Entry, which shows the date, duration, actor and log ID, and the full Work Note. Work log entries are added by the people who do the work. You can read them, but not edit them.

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Billing Preferences

Preferences has a Billing Preferences card with:

• Billing email, where “Invoices and other billing notifications will be sent here.”
• Primary Billing Address, the physical address of the company buying the services. It’s used to calculate any applicable sales tax.

Studio fills these in from the billing details of a payment method on file. There’s no Save control on this tab, so changes you type here aren’t kept. To change your billing email or address, contact support at support@squawkvoice.ai. See also Billing Address.

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Usage Breakdown

The Usage Breakdown tab shows what your agents have used, and what it cost, over a time range you choose.

• Summary tiles for Total cost, Voice, Chat and Email, plus a tile for DNC scrubbing when you’ve used it.
• A Cost by channel chart showing cost per day, with a filter for each channel.
• A Your statements card with monthly invoices and usage reports for the last 12 months.

Each row in Your statements shows the month, whether it’s an Invoice or a Usage report, and how many interactions it covers. Invoices also show a total. Select the download icon to open one. Until a statement exists, the card reads No statements yet and explains that statements are generated on the 1st of each month for the month that just ended. The tab uses the same time range picker and UTC rules as the usage chart on Overview. See Checking usage between invoices.

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Call Detail Records (CDR)

The CDR tab lets you download a CSV of everything billed to your account on one day: one row for each session, and one for each separate feature charge. A few things to know:

• Days run midnight to midnight UTC, whatever timezone you work in. The dates in the picker and the table are UTC dates.
• Files are kept for 60 days.
• If a day hasn’t been built yet, Download starts building it and tells you the day is queued. Try Download again in a minute.
• A day with no activity gives a file with just the header row.

The Available days table lists your days and where each one stands: A Ready day has a Download button. A Failed day has Retry, which builds it again. Updating automatically… shows while any day is being built, so you don’t need to refresh.

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What’s in the File

A day’s file holds the rows recorded that day, so an Event Time can fall just outside that day. For how voice minutes are rounded, see How minutes are calculated.

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Low Balance Banner

When your wallet balance falls below $1.00, a Low Balance banner appears across the top of every page in Studio:

Low Balance: Your wallet balance is below $1.00. Set up billing to avoid service interruption.

The Set up Billing button on the banner opens Manage → Billing. The banner follows your live balance, and it goes away once credit lands. It appears whenever the balance is under $1.00, whether or not auto top-up is on. To clear it, add credits. To see what happens to calls and campaigns when the balance runs out, read Charges while a call is live.

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Frequently Asked Questions

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Need Help?

For questions about your plan, a payment or an invoice, contact our Billing team at support@squawkvoice.ai.