Overview of Free Local Incoming Minutes

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This article provides details of the free local incoming call minutes for calls attended on browsers, applicable across Freshcaller subscription plans. For a general description of pricing, check Pricing Plans.

Each subscription plan has a specific number of free local incoming call minutes that expire at the end of each month. Once you exhaust the free minutes given in a month, you will be charged a flat rate of USD 0.013/minute. 

Notes: 
The free minutes are not available in the Free plan or during trial period.
The free minutes are added at an account level and not at a user/agent level.

This article includes the following sections:

• Countries/Regions Supported
• Viewing Details in Call Metrics
• FAQs

Countries/Regions Supported

The free incoming minutes apply to calls attended on browser for local numbers purchased in the countries across US, Canada, EU (including UK), and ANZ.

Note: The free minutes are applicable only for local numbers in the countries specified above and do not apply for mobile and toll-free numbers.

Viewing Details in Call Metrics

When you have free incoming minutes, the incoming call charges will be deducted from the free minutes. However, you may have to pay the other call charges (recording or voicemail charges). The Cost Payable metric in the Call Metrics section gives the final call charges payable after deducting the free local incoming call minutes.

For example, suppose have call recording enabled, and the call duration is 2 minutes. In that case, the cost payable shows the amount payable, after deducting the charges incurred for 2 minutes, which means you only have to pay for call recording.

FAQs

1. How will I know the call charges when I have free minutes?
   You can see this information in the Call Summary tab in the Call Metrics section. The cost payable field gives you the call cost after deducting the incoming call charges from your free minutes.
   
   

2. Does this plan include voicemail and voicemail transcripts?
   No, it includes only Incoming calls.
   
   

3. Will the call cost (billing cost) for all these calls be shown as $0 even if it involves additional features like barging, recording, transfers, etc.?
   No, the call cost is different from cost payable.
   The cost payable shows the amount payable after deducting the call charges from free minutes. However, the call cost shows the charges for calling and additional features (transfers, conference, recording, voicemail, voicemail transcripts, etc.) used.
   
   

4. If I have phone credits to buy numbers, will the system use the free minutes first and then move to phone credits for call charges? 
   No, free minutes are used only for incoming call charges for the numbers listed in the table above.
   
   

5. When will the flat rate of USD 0.013 apply?
   Once you exhaust the free minutes in a month, the flat rates apply.
   
   

6. Is the flat rate inclusive of all prefixes/all types of numbers for incoming calls? 
   Yes
   
   

7. Once the free minutes are exhausted, can I recharge/activate the free minutes? 
   No. The free minutes are added to your account each month based on your subscription plan. Once you exhaust the minutes, you will be charged a flat rate of USD 0.013.
   
   

8. Does the list of countries/regions mentioned in the article include only numbers purchased directly from Twilio?
   No, this also includes the numbers you ported.
   
   

9. If I have free minutes left at the end of a month, will it be carried forward to the next month?
   No, free minutes cannot be carried forward to the next month. Based on your subscription plan, free minutes will be added to your account at the beginning of each month.
   
   

10. Are free minutes applicable for mobile numbers?
    No, it is applicable only for local numbers purchased in the countries listed in the table above.
    
    

11. Are free minutes applicable for toll-free numbers?
    No, it is applicable only for local numbers purchased in the countries listed in the table above.