What is a Billable Unit (Engage Legacy)

Our Pricing page indicates the number of Billable Units each pricing model has, and this article breaks down the value of these units.

One billable unit is a chargeable unit for consuming services in The Engage CcaaS platform.

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Below is a breakdown of how these are charged.

Phone Calls

Each inbound call = 1 x unit

Each outbound call = 1 x unit

Each internal call transfer that reaches an agent = 1 x unit

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Email

Each inbound email = 1 unit

Each outbound email response to an inbound message = 1 unit

Each agent-initiated outbound email = 2 units

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Social Messages

Each inbound message = 1 unit

Each outbound message response to an inbound message = 1 unit

Responses that spill across two social messages due to character counts = 2 units

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SMS

Each inbound SMS = 1 unit

Each outbound SMS response = 1 unit

Responses that spill across two SMS due to character limits = 2 units

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Webchat

Each inbound message = 1 unit

Each outbound message response = 1 unit

Bot Handling: Conversations deflected by a bot and never hitting an agent do not incur charges. However, if the bot interacts with a customer and then escalates to an agent, billing applies.

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Step-by-Step Guides

Each agent-initiated step using Amazon Step-by-Step functionality during a customer interaction = 1 unit

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Tasks

Each agent-generated or system-generated task = 1 unit

Each time a task is transferred = 1 unit

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Cases

Each agent-generated or system-generated case = 1 unit

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Smart Tools

Each contact that utilizes Smart Forms = 1 unit

Each contact that utilizes Smart Translations = 2 units

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Proactive Outbound Communication

Each agent-initiated outbound email = 2 units

Each agent-initiated, templated outbound WhatsApp message = 2 units*

Each API-initiated, templated outbound WhatsApp message = 1 unit*

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