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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 per-minute rate in effect at the time of purchase
  • 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 based on the per-minute rate in effect at the time of purchase. That rate is locked for those purchased credits. The only adjustment that can apply afterward is the Web Widget discount — if the widget is active at the end of a call, the per-minute cost is lowered accordingly.

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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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Bulk Minute Packages

For high-volume usage, AVA offers prepaid bulk minute packages at discounted rates. These packages provide a cost-effective alternative to pay-as-you-go credit, especially for agencies or subaccounts handling large call volumes.
Package SizeCost (USD)Effective Rate
5,000 minutes$800$0.16/min
10,000 minutes$1,400$0.14/min
15,000 minutes$1,950$0.13/min
20,000 minutes$2,200$0.11/min
50,000 minutes$4,500$0.09/min

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How Bulk Packages Work

  • Prepaid Balance: You purchase a block of minutes upfront, which are deposited into your account as a dedicated discount bucket.
  • Priority Use: AVA always consumes your cheapest minutes first (see Bucket Consumption Order). That means bulk packages are applied before your regular pay-as-you-go credit balance.
  • No Expiration During Active Use: Minutes remain valid as long as your account is active and in good standing.
  • Stackable Packages: You can purchase multiple packages. They will be queued in order of lowest per-minute cost, ensuring maximum savings.
This option is ideal for agencies managing multiple subaccounts or hosts with heavy inbound/outbound traffic, since it guarantees a predictable per-minute rate even if Web Widget discounts fluctuate.

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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. ⚠️ Note: The Web Widget discount applies across all purchased buckets (including bulk packages and pay-as-you-go credit), but does not apply to monthly allocated minutes included with subscription plans. 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.