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            What Am I Billed For?

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            What Am I Billed For?

            For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            View supported editions.

            Unless you exceed the maximum allowance for the year, the cost of Salesforce Voice minutes and IVR utterances are already included with the purchase of the Salesforce Voice with Amazon Connect license. Telephony minutes are not included with the license. Instead, you’re billed monthly for each telephony minute used.

            IVR Utterances

            IVR utterances allow incoming callers to navigate the virtual response system before talking to a human rep. An IVR utterance is when the contact flow captures the spoken utterance from the customer, like when they say “talk to a sales representative.”

            Salesforce Voice Minutes

            Salesforce Voice minutes are consumed whenever the user uses any Amazon Web Services service–such as Connect, S3, Transcribe, Kinesis, and Comprehend–to run the telephony solution. For example, the time that a caller is on hold waiting to speak to a rep contributes to Salesforce Voice minutes usage.

            Telephony Minutes

            Telephony minutes start from the moment a call hits the Amazon Connect endpoint until the call ends.

             
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