How charging works

Recorded calls are charged per call, from a prepaid balance. Current prices are on the pricing page. This page explains the rules.

What you pay for

What counts as a call

• Only conversations are charged. A call counts when your dialer’s status for it shows a conversation.
• Legs of one call are one call. A transfer is grouped with the call it came from, when Klariqo can tell they belong together.
• Anything unclear isn’t charged. If Klariqo can’t tell what happened on a call, the record is still made and the charge is $0.
• A dial status Klariqo doesn’t recognize isn’t charged. See below.

Short and long calls

On QA, you only pay for a score

A call is charged at the QA price only if it has a real score and arrived after you turned QA on. A call that couldn’t be scored, such as a voicemail or a call with no engagement, is treated as a record instead.

Dial statuses Klariqo doesn’t recognize

VICIdial lets you create your own dial statuses. A status is a label your agent chooses, so Klariqo doesn’t assume what a new one means. Those calls are recorded and signed, and they aren’t charged. They’re listed on your Billing page so you can see them.

If a charge looks wrong

Email hello@klariqo.com with the call and why it looks wrong. We check the call’s evidence, and if it was charged wrongly we credit your balance. The original charge stays in your history next to the credit, so your records still add up. A credit doesn’t give back a free record, because the call still happened. This isn’t self-serve yet.

When charges appear

A call is settled about an hour after it finishes, so all of its legs can arrive first. Your balance changes then, not at the moment of the call. A call counts in the period it was charged, so a call just before midnight on the last day of the month can appear in the next month’s usage statement. Your Billing page has the statement, which you can download.