Salted CX measures conversation usage in billable conversation units. A conversation groups related interactions between one customer and your company. One conversation can generate more than one billable unit if it continues across billing windows. The table below lists the billing items. The price per unit depends on the features enabled on your platform.
| Billing item | Description |
|---|---|
| Platform fee | Fee for using the platform for any number of users. |
| Regular conversations | Billable units for conversations such as phone calls, email threads, and chats. See the conversation and billing-window rules below. |
| Lightweight conversations | Conversations with no free-text input from the customer. See Lightweight conversations below. |
| External conversations | Number of conversations that are imported from an external system. |
| Voice connectivity | Connection to the public switched telephone network (PSTN) for inbound and outbound calls when Salted provides phone connectivity. Charged per minute at market rates. |
| Voice services | Per-minute charges for Salted platform features such as conferencing, the agent desktop's voice connection, stereo call recording, and high-quality voice transcription. Voice services cover these platform capabilities; Voice connectivity covers the PSTN connection. |
Regular conversations
A conversation is a group of related interactions between one customer and your company that Salted CX can identify as connected.
Examples of conversations:
- Phone call including transfers
- One email thread
- Web chat session
When an agent switches channels within an existing conversation, Salted CX keeps the connected interactions in the same conversation. For example, a web chat followed up by email remains one conversation. The number of billable units depends on the applicable billing windows.
Billing windows
For phone, SMS, WhatsApp, and similar continuous channels, conversation billing uses 24-hour windows. Email conversations use 7-day windows to accommodate longer response times. A conversation that is billable in three windows generates three conversation units.
Lightweight conversations
A lightweight conversation contains no free-text input from the customer. Examples include outbound emails or SMS messages that receive no free-text reply, and menu-only web chats where the customer selects buttons rather than typing. Once the customer replies in free text, the conversation no longer qualifies as lightweight.
Examples of conversation counting
- A phone call transferred between agents remains one conversation. The transfers are part of that call.
- A web chat followed up by email remains one conversation when the agent switches channels within it. Billing still follows the applicable windows.
- A conversation that is billable in three 24-hour windows generates three conversation units.
- An outbound SMS with no free-text reply is lightweight. If the customer replies in free text, the conversation no longer qualifies as lightweight.