Account charges breakdown: what your CRM balance is spent on

What is your balance being charged for when you don't remember buying anything? An account charges breakdown answers that: the “Balance details” page shows every minute of calls, every rented number, every SMS, the bot's speech recognition and AI tokens. Without it, money for calls and bots is spent blindly, and you can't tell which channel is getting more expensive and which one pays off.

Balance details is a log of every transaction on your account balance, with totals for the period and a breakdown by spending category. With it, a manager finds unnecessary spending in a minute, a marketer works out the real cost of a bot call, and an accountant checks incoming payments. Top-ups, invoices and auto-pay are covered in the article how to top up your account balance; this one is only about spending.

Watch the two-minute video, and below you'll find the step-by-step breakdown.

Why businesses need a spending breakdown

• An agency or marketer. One voice bot call shows all its parts: telephony, speech recognition and AI. That's how you get the true cost of a conversation and the cost per lead for the client.
• An online school calling its contact list. After an intake, it's clear how much the bot minutes and telephony cost and whether a minute package pays off for the next launch.
• Real estate and call tracking. The “Numbers” and “Calls” categories show what dozens of rented numbers and forwarding to managers' mobiles really cost.
• An online store with SMS notifications. The “SMS” tab shows who received each message, with what text, and how much it cost.

Where to see what you were charged for

Open “Settings” → “Billing & Payments” → “Balance details”. Or click the “Balance” block at the bottom of the menu and choose “Balance details” in the “Plan and balance” window. There is one balance for the whole account, so the project selected in the header doesn't change the numbers.

At the top of the “Overview” tab there are three tiles: “Expense”, “Income” and “Net”. The “Expense” tile names the “Top expense”, the largest spending category. “This month” is selected by default, and “Period” also offers “Today”, “This week”, “Last month” and custom from–to dates.

Spending categories: what each line means

The “By type” block splits spending into categories: a “Share of expenses” bar at the top and a list with the “Type”, “Qty”, “Amount” and “Share” columns below. Clicking a line leaves only that category in the transaction list; a second click clears the selection.

The “Referral payouts” lines appear for those who bring in clients; how they are accrued is explained in the article CRM partner program.

What you are charged for besides the plan fee

The plan fee depends on the plan, the number of users and the package length: the longer the package, the cheaper each day. The plan also decides which tools are enabled, and those tools bring their own spending categories. Prices include VAT:

• “Calls” — outgoing calls within Moscow $0.0075 per minute, within St. Petersburg $0.0095, to other cities and mobiles $0.0165. Taking calls over SIP is free, forwarding to a mobile is $0.0165 per minute.
• “Numbers” — rental from $1.90 per month, an 8-800 number is $9.90. Rental is charged daily, and connecting a number may have a one-time fee, shown in the rental window.
• “Voice bot” — recognition of the client's speech up to $0.05 per minute, with a minute package from $0.025 to $0.045.
• “AI assistant” — AI replies from $0.00000031 per token (the price depends on the “Bot model”), voice synthesis is $0.00008 per token. Tokens are also spent when you test the bot in the dashboard.
• “AI identification” — $0.60 for each identification of a website visitor.
• “SMS” — from $0.0748 per message, the price depends on the operator.

The full price list, including SMS prices by operator, is in the article how to top up your account balance.

How to find what your balance is charged for: step by step

1. 1
   Choose the period

   On the “Overview” tab, click “This month” or “Last month”, or set your own dates.
2. 2
   Find the largest category

   In the “By type” block, categories are sorted by amount, and the largest one is named in the “Expense” tile.
3. 3
   Open its transactions

   Click the category line or a segment of the bar, and the “Transactions” list will show only its charges.
4. 4
   Read the transaction description

   Under the text there are tags: “from → to” numbers, minutes, the call leg, the number of AI tokens.
5. 5
   Narrow it down with filters

   “Filters” → “Transactions” (“Income” or “Expense”) and “Type”, then “Done”.
6. 6
   Clear the conditions

   The “Reset filters” link in the list header returns “This month” with no conditions.

How much one voice bot call cost

Every call has a CLID, which is the unique ID of the conversation. You'll find it in “Call details”, where sales call recordings and bot calls are stored: copy the CLID or simply click the call cost there. In the balance details “Filters”, paste it into “Call CLID” and click “Done”, and you'll see every charge for that call, for any period.

Charges for one call are grouped into a “Call charges” line with the total, and the “N charges” button expands the “Charges for the call” block. A bot call usually has three parts: telephony in “Calls”, speech recognition in “Voice bot” and tokens in “AI assistant”. Together they add up to the average $0.12 per minute mentioned in the article AI outbound calling bot.

The “Smart, fast and pricier” model costs about five times more for AI replies. A long instruction, loading webhooks and long bot replies also raise the cost of a minute.

Why you were charged more than you expected

• Forwarding to a mobile. Such a call has two legs, to the client and to the employee, and both are paid. Taking calls over SIP is cheaper: forwarding over SIP is free.
• The bot minute package ran out. Without a package, speech recognition is billed at the per-minute rate, which is higher.
• The minute package was bought with too much headroom. A package lasts 1–2 months, the remainder doesn't carry over to a new package, and unused minutes aren't refunded. Estimate the volume from the “Voice bot” category for last month, then choose a package with per-minute or per-second billing.
• The bot has just started, or the prompt was edited. The first 10–20 calls cost more: the reply cache is still empty or was reset by the edit. The more similar conversations, the cheaper the minute.
• Test calls. Testing the bot also uses telephony, speech recognition and tokens.
• Minutes are rounded up. A 15-second call is billed as a full minute.

Read also: How to top up your account balance, CRM pricing plans, Sales call recordings