Your answering plan includes a set number of minutes you can use each month. The number of minutes included depends on the plan you’re on.
Here’s everything you need to know about how your plan minutes work, including how they’re calculated, what happens if you go over, and whether unused minutes roll over.
How are my minutes calculated for billing?
We calculate your minutes based on the total time required to handle each call, including any after-call work our receptionists complete to process your message.
You won’t be charged for the first 30 calls under 30 seconds that you receive during each billing cycle.
You also won’t be charged for queue time between a call reaching our system and a receptionist answering it. This is generally only a few seconds, but we don’t include this time in your billed minutes.
For calls lasting longer than 30 seconds, we bill by the whole minute, rounded up. For example:
- A call lasting 1 minute and 25 seconds would use 2 minutes.
- A call lasting 2 minutes and 45 seconds would use 3 minutes.
- A call lasting 3 minutes and 50 seconds would use 4 minutes.
You can check your current usage at any time in the AnswerConnect app.
What happens if I go over my plan minutes
If you use more minutes than your monthly plan allowance, you’ll be charged for the additional minutes at your plan’s overage rate.
You can learn more about overage charges and how to monitor your minute usage here.
We’ll notify you when you reach 80% and 100% of your monthly minute allowance. If you regularly use more minutes than your plan includes, you may want to consider upgrading to a plan with more minutes.
Do my unused minutes roll over?
No. Your minutes refresh at the start of each billing cycle, and any unused minutes from the previous billing cycle don’t carry over.
If you regularly use fewer minutes than your plan includes, you may want to consider downgrading to a plan with fewer minutes.
How many calls can each minute plan fit in?
The number of calls your plan can handle depends on how we help your callers and how long each call takes.
Simple services, such as message taking or basic lead capture, typically require less time, while more involved services may require additional time.
If you’re unsure whether your current plan is right for you, we’re always happy to review your usage and help make sure you’re getting the best possible value from your service.
Get in touch with us
Still have questions about how your plan minutes work? Get in touch with our Client Services team, we’re here to help!
US clients: 800-531-5828 | clientservices@answerconnect.com
Canada clients: 800-858-1625 | help@answerconnect.com
Frequently asked questions.
1. What counts towards my usage plans?
Your plan minutes include the time our receptionists spend handling your calls, as well as any after-call work required to process the call.
2. Will my plan stop if I use all my minutes?
No. Your service will continue as normal if you use all the minutes included in your plan. Any additional minutes will be charged at your plan’s overage rate.
3. Can I change my answering plan?
Yes. You can upgrade or downgrade your answering plan if your call volume changes. If you’re unsure which plan is right for you, our Client Services team can review your usage and help you choose the best option.