Introduction

This article explains how billing, usage, and availability (upgrades, etc.) apply to call/text packages that are added to your account. You are charged on your billing date (this should be on the first of the month) for the call/text package of the current month. 

Summary

• Call/Text Package Pricing
  • Call Packages
  • Text Packages
• Add / Upgrade / Downgrade
• Personal Virtual Number
• Texting Usage Details
• Call Usage Details
  • General Information
  • Unlimited Call Package Explanation
  • Daily Call Limit

Call/Text Package Pricing 

Call Packages 

Text Packages

Add / Upgrade / Downgrade

The following table outlines what happens when you purchase, upgrade, or cancel a call/text package as associated with availability and billing.

Personal Virtual Number

Texting Usage Details

• Text usage includes both outbound texts and, only when the option is turned on, inbound texts that are forwarded with the "Forward Received Texts" option. This setting is found where you configure your call/text package settings.
• If a text goes over the character limit, it will count as multiple text messages. One message can have a maximum of 160 characters, but only 70 characters if special characters are used. The following characters are not considered "special characters," meaning that any others (including emojis) will count as special characters:
  • !"#$%'()*+,-./:;<=>?@_¡£¥§¿0123456789A-Za-zÄÅÆÇÉÑØÜßàäåæèéìñòöùü&øÖ\n
• MMS messages are a text message that includes an image. 
  • 1 MMS message = 3 SMS messages
• If any task reminders (see Task Management) are set up via text message, this will also use the available text allotment on your Text Package.
• Standard text notifications triggered by Lofty (see Lofty Notifications) do not count as usage.

Call Usage Details

General Information

• Both inbound and outbound calls using the virtual number count toward call package usage
• You will be charged any additional amount ($0.03/min/call) if the actual call usage exceeds the established amount in the package. This will be added to your bill for the following month as this is not something that can be pre-paid.

***⁠All the time between when you start dialing and when the lead hangs up the phone is counted.

Daily Call Limit

Please note that the Three Line Dialer has a daily dial limit of 2,000. That limit is specifically when dialing out using 2 or 3-line modes. There is no limit to dialing with just 1 line. There is also no daily dial limit for the Unlimited package either (it just uses one line). 

FAQs

Q: If a lead calls back an agent with no active dialer package, will the call bridge to the agent's cell phone?

A: If a lead calls back the agent's PVN, it will show as a missed call on the agent's CRM and the lead calling the PVN will hear a message on the other line that the number can only accept text messages and will be asked to send a text to the number instead.

Q: How does billing work for overages?

A: If you go over your text plan limit, you will be charged immediately for every 1,000 texts over. This is designed to help you stay informed on your text activity so you can limit your usage if necessary. 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.