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Agentforce Service Billable Usage Types
Usage of certain features of Agentforce Service (formerly Service Cloud) in a production environment impacts credit consumption.
For more information on how usage is billed, refer to your contract or contact your account executive.
For more information on how your usage is billed, refer to your contract or contact your account executive.
For more information on how usage is billed, refer to your contract or contact your account executive.
The number of credits consumed is based on the number of units of each usage type used multiplied by the multiplier listed on the rate card for the usage type. In Digital Wallet, Agentforce Service consumption is tracked on the following consumption cards.
Agentforce Service Agent Usage Types
Agentforce Service Agent (ASA) only supports inbound conversations, which are conversations that a user initiates.
| TYPE | DESCRIPTION |
|---|---|
| Agentforce: ASA Messaging | To learn about this usage type and how conversation windows are defined, see Generative AI Billable Usage Types. |
Customer Signals Intelligence Usage Types
| TYPE | DESCRIPTION |
|---|---|
| Customer Signals Intelligence | Usage is calculated based on Customer Signals Intelligence. The Customer Signals Intelligence type standardizes how customer interactions are measured and analyzed across different channels. |
Agentforce Voice Minutes Usage Types
| TYPE | DESCRIPTION |
|---|---|
| Agentforce Voice Minutes | Usage is determined by the duration of the voice call between an end user and Agentforce Voice. Usage is rounded up to the next full minute, meaning any fraction of a minute is treated as a full minute. For example,
If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled, Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available in your org, only Agentforce Voice Minutes are metered, and Voice Actions usage types are not applied to the same activity. |
Salesforce Message Credits - SMS
SMS message credit requirements for the Agentforce Contact Center Digital add-on apply starting March 27, 2026, with additional updates on May 1, 2026.
| TYPE | DESCRIPTION | Notes |
|---|---|---|
| SMS | Salesforce Message Credit usage is calculated based on the number of messages sent. |
You’re charged for all mobile-originated (MO) and mobile-terminated (MT) messages. Billing rates differ based on country destination and the originating phone number. To determine subtype rates, review the rate card at Multipliers for Salesforce Message Credits. |
Salesforce Message Credits - WhatsApp
WhatsApp message credit requirements for the Agentforce Contact Center Digital add-on apply starting March 27, 2026.
| TYPE | DESCRIPTION | Notes |
|---|---|---|
Salesforce Message Credit usage is calculated based on the number of messages sent. |
Billing rates differ based on the subtype that each message falls into. To determine subtype rates, review the rate card at Multipliers for Salesforce Message Credits. You’re charged for all messages sent from your account, whether they’re delivered or not. |
CMDB Enterprise
Describes how Configuration Management Database (CMDB) Enterprise meters active enterprise configuration items in Digital Wallet. Enterprise configuration items represent any configuration item that isn’t an end-user endpoint, such as servers, cloud resources, application services, and network devices.
| TYPE | DESCRIPTION | Notes |
|---|---|---|
| Active Enterprise Configuration Items | Configuration Item (CI) |
CMDB Enterprise meters active enterprise configuration items. In Digital Wallet, you can view usage based on active configuration items and reflects the highest recorded count during the billing interval. The usage type includes enterprise configuration items such as servers, cloud resources, application services, and network devices. For more information on CMDB Enterprise, see Monitor Usage for CMDB Enterprise in Digital Wallet. The Service Cloud Billing and Metering service processes billing events from CMDB and sends them to Digital Wallet. |
