Loading
Upcoming Mandatory Changes to Public Key Infrastructure (PKI)Read More
Salesforce Enforces New Security Requirements in Summer 2026Read More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Understand Billing for Agentforce Contact Center

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Understand Billing for Agentforce Contact Center

            Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises.

            Required Editions

            View supported editions.

            Considerations

            While you can make calls from the US to Canada and vice versa, outbound calling to other countries is currently not supported from the US and Canada.

            What Is Billed

            Telephony usage is billed for two types of calls:

            • Inbound calls — Calls placed by end users to phone numbers (10DLC or toll-free) purchased by your organization through Salesforce.
            • Outbound calls — Calls placed from Salesforce-owned numbers to external destinations. Outbound billing currently applies to calls within the US and Canada.

            Each call generates a discrete, metered event that is recorded and aggregated for billing purposes.

            How Billing Works

            Billing is usage-based. Each call is measured and converted into Salesforce voice credits, which are consumed from your Digital Wallet.

            Billing Dimensions

            The number of voice credits consumed for each call is determined by a combination of the following factors:

            • Call duration — Measured in seconds and rounded up to the next whole minute.
            • Call direction — Whether the call is inbound or outbound.
            • Number type — For example, 10DLC or toll-free.
            • Country — The source or destination country of the call.

            Credit multipliers are applied based on these dimensions to reflect the underlying carrier costs for each combination.

            How Credits Are Consumed

            Call events are captured in Data Cloud and aggregated in the Digital Wallet by using the applicable rate card multipliers. Credits are drawn from the Agentforce Contact Center voice credits consumption card associated with your org.

            Taxes

            Metered call events are pre-classified as interstate or intrastate at the metering layer. This data feeds into tax computations and applicable telecom taxes will be levied as applicable.

            View Billing and Usage Data

            Admins can monitor telephony usage and credits via the Digital Wallet. It provides a real-time view of Agentforce Contact Center voice credit consumption. To view your consumption details, see Monitor Usage for Consumption-Based Products in Digital Wallet.

             
            Loading
            Salesforce Help | Article