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Leads Worked Billable Usage Types
Learn how Buyer Engagement Agent and Lead Nurturing Agent measure Leads Worked, consume Flex Credits, and bill related products and services separately.
Required Editions
| Available in: Foundations and higher |
Buyer Engagement Agent and Lead Nurturing 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 conversations, messages, or agent responses. A person can be represented by a lead, contact, individual, or unidentified website visitor associated with a device ID.
The first qualifying agent response starts a rolling 30-day period for that person. Additional 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.
Buyer Engagement Agent and Lead Nurturing Agent use available identity data to recognize a person across interactions and, when applicable, across channels. Identity matching helps prevent interactions with the same person from being counted and billed as separate leads worked during the same 30-day period.
Identity and Channel Considerations
How Buyer Engagement Agent and Lead Nurturing Agent identify a person depends on the products and identity data in your implementation. Buyer Engagement Agent identifies people by their lead record, contact record, or individual ID. The standalone Sales counting model focuses on identified visitors.
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 question-and-answer-only conversation, the conversation uses one lead worked. Web sessions use two leads worked regardless of whether unidentified visitor tracking is turned on or off.
Leads Worked Metering Settings
Choose between Leads Worked metering and standard Flex Credit metering on the Salesforce Go page for each agent.
- For Buyer Engagement Agent, go to Salesforce Go, and then select Buyer Engagement.
- For Lead Nurturing Agent, go to Salesforce Go, select Agentforce for Sales, and then select Lead Nurturing.
The settings are turned off by default for existing customers and turned on by default for new customers. When Leads Worked metering is turned on, both agents are charged by Leads Worked and both settings are turned on.
Flex Credit Consumption
The number of Flex Credits consumed equals the number of unique leads worked multiplied by the credit rate. Each unique person in a rolling 30-day period consumes 400 Flex Credits.
| Usage Type | Description | Metering Unit | Credit Consumption |
|---|---|---|---|
| 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 | 400 Flex Credits |
Separately Billed Products and Services
Some required or related products and services aren’t included in Leads Worked pricing. Depending on your implementation, separate license, usage, provider, or pass-through charges apply.
- Marketing Cloud Account Engagement
- Marketing Cloud Account Engagement is a prerequisite for Buyer Engagement Agent in applicable implementations. Marketing Cloud Account Engagement 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, including Adaptive Web experiences, 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.
- Agentic chat pouncing
- Agentic chat pouncing consumes Flex Credits separately. A subsequent qualifying Buyer Engagement Agent interaction can also count as a lead worked.
- Assistive Agent
- Assistive Agent requires a separate SKU 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.
Monitor Leads Worked Usage
Review Leads Worked consumption in Digital Wallet. Use the consumption details to identify usage trends and compare usage with your available Flex Credit balance. Digital Wallet provides near-real-time consumption data, so recently recorded activity can take time to appear.
An engagement agent responds to a prospect by web chat. The prospect continues the conversation by email two weeks later. If Buyer Engagement Agent associates both interactions with the same person, the interactions count as one lead worked. If the agent responds to the prospect after the original 30-day period ends, the response counts as a new lead worked.
