- Billing & Payments
- Subscription License Invoices
- Adding Licenses
- Usage Invoices
- Committed Credit
- Professional Services Invoices
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Managing Seats
- Why can’t a user access an app?
- Why can’t I see some, or all, users listed on the Users tab of a given app?
- Why is the “Manage seats” button not active for a specific license?
- Why isn’t the “Manage seats” button active for any of the licenses?
- I can’t access the “Seat Manager” because I don’t have access to the Subscription tab. Why is this happening?
- I’ve just created/activated a user on a role that has auto-provisioning (auto-install) rules for one or more apps. Do I still need to assign a seat using the “Seat Manager”?
- Why doesn’t the “Seat Manager” let me add/select more users on a given license?
- Why don’t the AppConnect apps show up on the Subscription tab?
Billing & Payments
When and how do I get billed?
Depending on your contract, you may have recurring and/or one-time charges, as well as monthly usage charges:
- Recurring charges are billed on the subscription day on a recurring basis. For example, an annual license is charged every year on the same day.
- One-time charges are billed once.
- Telco and product usage costs are billed monthly, on the first day of the month after incurring the costs. To learn more about what’s included, please refer to Usage Pricing.
If you would like to access your detailed cost report, you can get this from the Usage tab within the Admin app.
Where can I self-serve information regarding my bill?
Billing tab, Usage tab, Subscription tab, and Invoices tab are available within the Admin app to make it easy for you to autonomously manage your Talkdesk account.
Where can I find invoices for my Talkdesk account?
You can access your monthly invoices from the Invoices tab within the Admin app.
How can I access phone number costs?
To access phone numbers costs and detailed information, go to Admin > Usage > Cost reports tab and click on the View Report button (more information on how to access the View report button here).
The system will open the cost report in Talkdesk Explore™.
To see the costs associated with each number you can order the "Usage Type" [1] column and check each row in which the "Usage Type" column is "number" [2]. The phone number can be seen in the "Talkdesk Number" column and the associated cost will be represented in the "Charged Amount" column.
It’s also possible to download the report and filter the table in your preferred spreadsheet editor. To download the report, click on the gear icon [3]. A modal will appear.
Select “All results” in the "Number of rows and columns to include" option. Adjust the fields according to your needs, and click on the "Download" button to download the report.
Subscription License Invoices
What will I see on my invoice?
As of August 2023, invoices will have bank information on the first page and payment information on the second page of the invoice.
Note: Images shown are for illustration purposes only. Amounts do not reflect list prices.
- Payment Details [1]: Account Name, Payment Terms, Payment due date, PO#.
- Quantity [2]: Number of licenses purchased.
- Tax [3]: Taxes due are based on location, when applicable.
Will Talkdesk be able to allocate licenses by department?
No, Talkdesk is unable to allocate licenses by department within a single instance.
Adding Licenses
How do I add licenses to my previously purchased products?
See self-service capabilities in this article.
How will I be billed for additional licenses purchased?
An invoice for additional licenses purchased midterm will be billed separately. See below for an invoice for the incremental purchase.
Note: Images shown are for illustration purposes only. Amounts do not reflect list prices.
- Quantity [1]: Number of additional licenses purchased.
Usage Invoices
How will I be billed for telco and product usage?
To access your usage details, navigate to the Invoices tab. Invoices for product usage will display the date range of charges and a description of each charge.
Note: Images shown are for illustration purposes only. Amounts do not reflect list prices
- Product Usage Aggregator [1]: Each product with associated usage (see Usage Pricing article) will be shown on a separate line. Any Overage accrued from an Annual Commitment (see definition below) will also be visible. In the Usage Tab within Talkdesk Admin this is shown under the label “Software Services.”
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Contact Center Services [2]: (formerly known as Telco Usage Aggregator): In the Usage Tab within Talkdesk Admin, this is shown under the label “Contact Center Services.” The Contact Center was opened by seven aggregators by Wallet, you will be billed by each Category:
- Calls Usage Aggregator: This line shows the accrued telco minutes incurred within the month. All usage is billed in arrears.
- Messages Usage Aggregator: This line shows the accrued SMS incurred within the month. All usage is billed in arrears.
- Numbers Usage Aggregator: This line shows the accrued Phone Numbers charge incurred within the month. All usage is billed in arrears.
- Phone Usage Aggregator: This line shows the accrued for UC Phone calls incurred within the month. All usage is billed in arrears.
- Answering Machine Detection Usage Aggregator: This line shows the accrued Answering Machine Detection (AMD) incurred within the month. All usage is billed in arrears.
- Speech Transcription Usage Aggregator: This line shows the accrued Speech-to-Text- Studio charge incurred within the month. All usage is billed in arrears.
Why am I seeing regulatory fees on my invoice?
If you are using Talkdesk Dialer or Talkdesk Phone, a change related to Federal Communications Commission (“FCC”) assessments on these two regulated services will apply on March 1, 2024, and after. Your invoices will start including Federal Communications Commission (“FCC”) regulatory fees for use and subscription, which include:
- Federal USF
- Regulatory Recovery Fee (including Federal TRS (Telecommunications Relay Service) Fund)
- North American Numbering Plan Administration
- Other FCC Regulatory Fees
These assessed fees are required and are not at the option of Talkdesk. The rates for the fees change on a quarterly basis and the majority of these rates will only apply to costs deemed to be from interstate and international call traffic. For more information, see Historical USF contribution rate changes and Universal Service fact sheet.
Will Usage Invoices have detailed info on the charges?
Access usage details on the Invoices tab within the Talkdesk Admin app. Usage Invoices will have the date range for the charges and a description of each.
What products have product usage associated?
See a comprehensive list of products in the Usage Pricing article (refer to the Service section “Product Usage Aggregator”).
Committed Credit
What is Committed Credit?
It is a prepaid credit added to your account on a predefined recurring basis. The credit is valid for the duration of the contract and subject to renewal terms in the contract. Credits can be added and monitored through the Usage tab within the Talkdesk Admin app.
Note that Auto Recharge and Add Credits are uncommitted credit that is non-contractual and often does not carry the same discount as committed credit.
What types of Committed Credit are there?
There are two types of Committed Credit:
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Credit Commit [1]: This credit is used in Contact Center services only. Items noted under ”Calls Usage Aggregator” above will be deducted from the Credit Commit. Telco Credits will continue to be offered at any billing frequency - monthly, quarterly, semi-annually and annually. The committed credit will appear on the card “Contact Center Services” under the “Committed credit” section in the Usage tab in Talkdesk Admin app.
- Annual Product Commit [2]: This credit goes towards the total usage accrued for software products (e.g., Autopilot Digital) and will be billed on an annual cadence. Software services commits will appear on the card “Software Services” under the “Committed credit” section. The committed credit in regards to specific products will appear on the “Usage per product” under the “Committed credit” column in the Usage tab in Talkdesk Admin app.
Please note that Credit Commit (telco) and Annual Product Commit will appear in a separate invoice than regular licenses.
Note: Images shown are for illustration purposes only. Amounts do not reflect list prices.
Invoice:
Usage tab in Talkdesk Admin app:
How is Committed Credit Deducted and Billed?
When a credit commit is contracted, the wallet is credited and every event is deducted real-time from the account balance. Any overage, will be billed at the end of the month in arrears.
If adding credit midterm, the amount billed will be prorated depending on the day of your billing cycle. This prorated amount will be billed immediately with the full amount billed at the start of the next billing cycle.
Please note that we do not refund any unused credit after the contract's expiration or renewal.
How can Committed Credit be used?
Committed Credit can be used on a variety of Talkdesk interactions, such as calls, SMS/MMS, phone numbers, and call transcriptions. Please note that Credit Commits (telco) and Annual Product Commits (software) are considered as individual wallets and credits cannot be shared across these two wallets. We do not refund any unused credit after the contract's expiration or renewal.
Professional Services Invoices
How will I be billed for Professional Services?
Professional Services (PS) are billed separately from licenses and usage. Below is an example PS invoice that includes line items for time and material, fixed fees, and bundles. The types of charges you may see on your invoice include:
- PS T&M Aggregator
- PS Fixed Fees Aggregator
- Professional Services Custom Bundle - T&M
- Professional Services Auto-Gen Bundle
- Professional Services Custom Bundle - Fixed Fee
- General Professional Services
Managing Seats
Why can’t a user access an app?
In Admin > Subscription, check if the user has a seat to a license that includes the product/app.
If the answer is:
- NO, then a seat must be given to the user by managing seats on the license that entitles them to that product/app.
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YES, confirm if the user is also enabled on the Users tab of the app management UI. If the answer is:
- NO, select the user and save.
- If YES, go to Admin > Roles and Permissions, check if there is a permission associated with that app, and if the user role has that permission enabled.
Why can’t I see some, or all, users listed on the Users tab of a given app?
In Admin > Subscription, check if there is a license that includes the app in question:
- If YES, please select on the “Seat Manager” the users to whom you want to give a seat on that license. Only those users will show up on the Users tab of the included apps.
- If NOT, please reach out to Support.
Why is the “Manage seats” button not active for a specific license?
Some licenses are not manageable via the “Manage seats” button, so please refer to those products' configuration documentation or reach out to Support.
Why isn’t the “Manage seats” button active for any of the licenses?
Go to Admin > Roles and Permissions and check if your user role has the “Manage” permission on “Seat Manager”:
- If YES, and you still don’t see the “Manage seats” button, please reach out to Support
I can’t access the “Seat Manager” because I don’t have access to the Subscription tab. Why is this happening?
The Subscription tab, within the Admin app, is only available for customers on the named seat pricing model. If you are on the concurrent seat pricing model, it should not be available for you.
If you are on the named seat pricing model, check in Admin > Roles and Permissions if your user role has the “View” or “Manage” permission under “Seat Manager”. Either of the permissions will let you see the Subscription tab, but only the “Manage” permission will enable Seat Manager for your user.
If you have the required permissions, but still can’t access the Seat Manager and/or Subscription tab, please reach out to Support.
I’ve just created/activated a user on a role that has auto-provisioning (auto-install) rules for one or more apps. Do I still need to assign a seat using the “Seat Manager”?
Yes - The seat is what entitles the user to access all the products/apps included on a license. When you give a seat, the user will be added to the products for which there is an auto-provisioning rule for their role. If there are no auto-provisioning rules set for a user on a given role, after being granted the seat, you can manually add the user to the included apps via the app management UI.
Why doesn’t the “Seat Manager” let me add/select more users on a given license?
The “Seat Manager” allows you to select more users than contracted seats, when you save the seat selection, if your role has the required permission to buy licenses in self-service. If you are a reseller customer, please reach out to your Talkdesk Partner to expand your seats. If you are a direct customer, please reach out to an Admin with said permissions to buy more seats in a self-service manner.
Why don’t the AppConnect apps show up on the Subscription tab?
The AppConnect apps can only be managed via each app’s settings.