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Overview

AVA Voice AI uses a credit-based billing system combined with real-time dynamic pricing, allowing for flexible and optimized cost management. Instead of pre-purchasing a fixed number of minutes, users purchase USD credit, and the number of minutes available depends on:
  • The current per-minute rate at the time of call usage
  • Whether the Web Widget is enabled
  • Whether you have discounted minute buckets available
This document explains how minute pricing, discounts, buckets, and Web Widget behavior interact to determine your effective call cost.

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Dynamic Credit-Based Billing

Under this model, users (agencies, subaccounts, and regular users) purchase credit in dollars. The number of minutes you receive from that credit is calculated dynamically based on the current per-minute rate at the time of usage.

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Standard Rates

  • $0.18/minute — Standard rate when the Web Widget is not active.
  • $0.16/minute — Discounted rate when the Web Widget is active at the end of a call.
💡 AVA determines the widget status at the end of each call. If the Web Widget is toggled mid-call, the pricing will reflect its state when the call ends.
This approach allows you to maintain a fixed credit balance, while your available minutes adjust dynamically with usage conditions.

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Web Widget Discount

The Web Widget isn’t just a front-end chat interface—it also impacts billing:
  • When enabled, all inbound calls made while the widget is active are charged at $0.16/min.
  • When disabled, calls revert to the $0.18/min rate.
  • You do not gain or lose credit when enabling/disabling the widget. It only changes how many minutes you can extract from your credit.
⚠️ Widget status sync failures default to the higher $0.18/min rate.
You can see the minute equivalent for your remaining credit (based on current rate) in the Payments screen, with real-time updates and tooltips explaining your active pricing logic.

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Minute Buckets: Priority Logic

AVA supports multiple “buckets” of minutes, each potentially priced at different rates. These may include:
  • Standard credit (priced dynamically at $0.16 or $0.18/min)
  • Discounted buckets (e.g., special packages purchased at $0.14 or $0.09/min)

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Bucket Consumption Order

When you place a call, AVA will always:
  1. Deduct minutes from the lowest-cost bucket first
  2. Then use higher-cost buckets only after lower ones are depleted
This ensures your cheapest minutes are always consumed first.

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Display Behavior

When a user upgrades to a new plan (such as from Kickstart to Agency Lite), their minute billing rate changes going forward — but previously purchased minutes remain at the original rate. This can lead to two active buckets:
  • Minutes purchased before the upgrade (e.g., 100 minutes at $0.22 from Kickstart)
  • Minutes granted or purchased after the upgrade (e.g., 300 minutes at $0.18 from Agency Lite)
Even though billing is accurate behind the scenes, the displayed rate may continue to show $0.22 temporarily — especially during manual plan upgrades. This does not affect usage or credit; it’s a visual mismatch until the system syncs.
Example:
A user sees 400 minutes in their wallet but only sees $0.22 listed — in reality:
  • 100 minutes are billed at $0.22
  • 300 minutes (from upgrade) are billed at $0.18
    AVA will deduct minutes from the lower-cost bucket first.
If the Web Widget is enabled, minutes used during those calls may be further discounted to $0.16, applied automatically based on widget status at call end. Support can patch the rate display if needed, but billing remains correct even when visual discrepancies are present.

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Viewing Balances & Pricing

You can monitor:
  • Your credit balance in USD
  • Your remaining minute equivalent, based on your current applicable rate ($0.16 or $0.18/min)
  • Bucket consumption status
These metrics are available on the Payments screen, with an explanatory tooltip also visible on the Home screen.

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Pay-as-you-go System

You can still purchase USD credit directly using the Payments section. This is often referred to as “Pay-as-you-go”, and applies to any user type (agencies, subaccounts, individuals).

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Purchasing Credit

1

Navigate to Payments

  • Log into AVA
  • Open the Payments tab to view your Wallet
2

Add a Payment Method

  • Add your credit or debit card details
  • A refundable $1 verification charge will be applied
3

Buy Credit

  • Enter the dollar amount you wish to purchase
  • Credit will appear instantly in your Wallet and convert to minutes based on your active rate
4

(Optional) Set Auto-Recharge

  • Configure Auto-Recharge in the Payments section to prevent running out of minutes mid-call

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Agency Controls & Subaccount Pricing

Agencies can apply markup margins to subaccount minute usage. The Web Widget discount still applies at the base rate level before markup:
  • A subaccount with the widget enabled gets $0.16 base rate + agency margin
  • A subaccount without the widget gets $0.18 base rate + agency margin
The discount logic applies automatically — there is no manual toggle. Agencies can view which subaccounts are receiving the discount via a “Discounted price” label in the Account Manager UI.

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FAQs & Troubleshooting

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General Questions

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Configuration

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Usage and Results

For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.