Salted CX uses billable items in the following table. The exact price per-billable item depends on the features enabled on the platform.
| Billed Items | Description |
|---|---|
| Platform | Fee for using the platform for any number of users. |
| Conversations | Number of conversations such as phone calls, email threads, chats, etc. |
| Lightweight Conversations | Number of conversations that put minimal stress on Salted CX Platform. |
| External Conversations | Number of conversations that are imported from an external system. |
| Voice Minutes | Cost per minute of voice conversations. |
(Regular) Conversation
Conversation is a series of exchanges between one customer and your company, where, based on metadata, Salted CX can detect that they are related to each other.
Example of conversations:
- Phone call including transfers
- One email thread
- Web chat session
Salted CX enables agents to switch channels during the conversation. When an agent switches channels and responds to a customer in a different channel, it is part of the original conversation because Salted CX has information about the relationship. For example, a chat conversation that turns into an email exchange would be counted as one conversation.
For continuous channels such as Phones, SMS, WhatsApp, and similar, where the customer continues with the next message or call, and it feels like a single continuous pane, we split conversation billing into 24-hour windows. So one conversation spanning 3 days is billed 3 times. This does not apply to emails with longer response times, and all emails are linked to the email thread identifier.
Lightweight Conversation
Each conversation that does not contain free text from the customer side is considered light-weight. This covers all outbound emails, outbound SMSs, or inbound menu-only conversations (in which the agent only clicks buttons in a web chat). Once the customer replies in free text, the conversation is no longer lightweight.