You are here:
Leads Worked Billable Usage Types
Learn how a Buyer Engagement agent for marketers or an Engagement agent for sales reps measures Leads Worked, consumes Flex Credits, and bills related products and services separately.
Buyer Engagement agent and Engagement agent usage is metered by Leads Worked. A lead worked is a unique person who receives at least one response from an engagement agent through a supported channel during a rolling 30-day period. Supported channels include web chat and email.
Your contract, pricing agreement, or applicable rate card determines the amount that you're charged. Use Digital Wallet to review near real-time consumption data and manage your available Flex Credit balance.
How Leads Worked Usage Is Metered
The Leads Worked usage type measures unique people instead of the number of conversations, messages, or agent responses that other billing types measure. A person is a lead, contact, individual, or an unidentified website visitor associated with a device ID.
The first qualifying agent response starts a rolling 30-day period for that person. More qualifying responses to the same person don't create another lead worked during that period. After the 30-day period ends, a new qualifying response to the same person counts as another lead worked.
Identity and Channel Considerations
How the agent identifies an individual depends on your specific product setup and identity data structure—specifically matching people by their Lead, Contact, or Individual ID.
These agents use available identity data to recognize a person across interactions and, when applicable, across channels. This helps prevent interactions with the same person from being counted and billed as separate Leads Worked during the same 30-day period.
Leads Worked Metering Settings
Admins can choose to meter on Leads Worked or via standard Flex Credit usage. The selected metering type is used on any agent that bills based on that usage type. By default, existing customers are metered by Flex Credits. By default, Customers who activate agents after October 20, 2026 are metered by Leads Worked.
Credit Consumption
The number of credits consumed is based on the number of unique Leads Worked multiplied by the credit rate.
| Usage Type | Description | Metering Unit |
|---|---|---|
| Leads Worked | A unique person who receives at least one engagement-agent response through a supported channel during a rolling 30-day period. | One unique person per 30-day period |
Some required or related products and services aren't included in Leads Worked pricing. Depending on your implementation, you can incur separate license, usage, or provider charges.
- Marketing Cloud Next Advanced edition
- Marketing Cloud Next Advanced edition is a prerequisite for the Buyer Engagement agent in applicable implementations. Marketing Cloud Next Advanced edition and its email credits aren’t included in Leads Worked pricing.
- Personalization
- Personalization isn’t included in the initial Buyer Engagement agent offering. Features that depend on Personalization require separate entitlements and can incur additional charges.
- Real-Time Data Graph
- Real-Time Data Graph isn’t included in the initial Buyer Engagement agent offering. Adaptive Web experiences that depend on Real-Time Data Graph can incur additional charges.
- Contextual Chat Invitations
- Contextual chat invitations consume Flex Credits separately. A subsequent qualifying Buyer Engagement agent interaction can also count as a lead worked.
- Assistive Agent
- Assistive Agent requires a separate license and isn’t included in Leads Worked pricing.
- Voice, SMS, and WhatsApp
- Provider and pass-through charges aren’t included in Leads Worked pricing. Charges depend on the provider and channel.
Monitoring Usage
Review Leads Worked consumption in Digital Wallet. Evaluate consumption details to identify usage trends and compare usage with your available Flex Credit balance. Recently recorded activity can take time to appear in Digital Wallet.
A web conversation uses two Leads Worked when a prospect starts a conversation and the agent attempts to create a lead for the prospect. If the agent doesn’t attempt to create a lead, such as during a Q&A-only conversation, the conversation uses one Leads Worked. Web sessions use two Leads Worked regardless of whether anonymous visitor tracking is turned on or off.
Cara starts a web chat, and your Buyer Engagement agent responds. Cara continues the conversation by email two weeks later. If the Buyer Engagement agent relates both interactions with Cara, the interactions count as one lead worked. If Cara initiates another conversation after the original 30-day period ends, the response counts as a new Lead Worked.
