How Voice Agent billing works

Voice Agent self-service runs on pay-as-you-go: you're billed for the time your agent spends talking to your contacts, and nothing else. No setup fee, no monthly commitment, no minimum volume — you can launch a campaign the day you register.

This guide explains what you pay BSG for, what you pay your own providers for, and how per-template pricing works.

Quick start

1. What you pay BSG for — platform time, charged per minute.

2. What you pay your providers for — telephony and AI, at their direct rates.

3. How templates are priced — the rate is shown on each template.

4. If self-service isn't the right fit — when to talk to us instead.

The two models

Self-service is the fastest way in, and this guide covers it. Custom Solution is described at the end.

What you pay BSG for

You're billed per minute of conversation between your agent and your contact, charged per second — so a 38-second call costs 38 seconds, not a rounded-up minute. Over a large campaign, that difference adds up in your favour.

That rate covers everything the platform does around the call:

• Orchestration — scheduling and placing calls, retries, respecting your daily and hourly windows, stopping when a campaign hits its limits.

• Automatic outcome detection — after each call the agent reads the transcript and decides how it ended, against the outcomes defined for that template.

• Analytics and recordings — campaign statistics, per-call results, and the audio for every conversation.

• Automation — webhooks that fire your own systems after a call, and the option to send an SMS based on the outcome.

Rates are shown in the currency set in your cabinet. See the pricing page in the Voice Agent cabinet for current figures.

Two things also bill through BSG when you use them: SMS follow-ups, charged per message, and the Test Call on an agent or campaign, which runs a real conversation and is billed like any other call.

What you pay your providers for

Self-service is bring-your-own-infrastructure. Two costs sit with you, billed by the provider directly with nothing added by BSG:

Telephony. Your SIP provider charges you for the calls themselves, at whatever rates your account has. You keep your existing numbers, routes, and carrier relationship.

AI. Your Google or OpenAI account is billed for the speech and language models the agent uses. Voice quality, available languages, and rate limits all follow from the provider and plan you choose.

This is the trade behind the low platform rate: because you hold those accounts, you see exactly what the calls cost and you're not paying a margin on them. It also means the total cost of a campaign is the platform rate plus your telephony and AI spend — worth modelling before a large run.

For how to connect each one, see Connections: telephony and AI providers.

How templates are priced

Each template carries its own per-minute rate, shown on the template alongside its description, languages, and variables, and converted to the currency set in your cabinet. Check it before you build an agent, because the rate follows the template into every campaign you run from it.

Rates differ by template because they reflect both the complexity of the scenario and the technology behind it. Speech-to-Speech — one realtime voice model that hears and answers directly — gives the most natural conversation and the lowest delay, and is priced accordingly. Cascaded templates, which transcribe, think, then speak, cost less to run and are priced lower.

SMS is billed separately. If your agent sends a follow-up message, that message is charged on top of the call. SMS volumes appear in your campaign analytics and in the call report export.

If self-service isn't the right fit

Some things templates deliberately don't do. You can change a template's variables, its voice, its language, and the information it works from — but not the conversation logic itself. That guardrail is what keeps templates predictable and safe to launch without review.

Talk to us about a Custom Solution if you need:

• A conversation flow of your own — a script, logic, or use case no template covers.

• Telephony from BSG rather than your own carrier, including quality testing before each campaign.

• Setup done for you, with a dedicated manager configuring and validating the agent.

Custom Solution is a different commercial model: a setup fee, and BSG-provided telephony and AI infrastructure billed through us. It suits higher, sustained calling volumes.

Use Request Custom Agent in the Voice Agent cabinet — the form reaches the manager assigned to your account, and they'll come back to you.

You don't have to decide up front. Plenty of customers start on templates, prove the use case, and move to a custom agent once they've outgrown them.

Related guides

• Getting started with Voice Agent self-service

• Connections: telephony and AI providers

• Working with templates