1) Is pricing based on minutes, calls, or both?
Most plans are either minute-based (billable talk time) or package-based (a bundle of calls/ minutes). Some vendors charge a base subscription plus usage.
- Minute-based: simple to compare, but can spike during busy weeks.
- Package/flat: easier to forecast, but check what happens when you exceed limits.
Related: per-minute vs flat-rate pricing (decision rule + hidden billing rules).
2) What counts as “billable minutes”?
Ask for a written definition. Common billing includes time spent on hold, transfers, voicemail capture, and even call wrap-up. If you route lots of after-hours calls, those rules matter.
3) What are the most common hidden fees?
- Extra phone numbers / additional lines
- SMS notifications or texting add-ons
- Call recording retention
- CRM / calendar integrations
- Setup / onboarding / script changes
4) How do overages work?
Two details drive the real cost: overage rate (per minute or per call) and whether unused volume rolls over. If your business has seasonal spikes, make sure your plan won’t punish you for one busy week.
If you’re trying to quantify the upside, use the missed calls cost calculator. If you want to estimate monthly spend, use the cost per month calculator. For a quick ROI estimate, use the ROI calculator.
5) What should I ask for before I sign?
- A sample invoice showing how usage is calculated
- Clear SLA/support expectations (especially for call routing issues)
- What happens if your call script needs updates mid-month
- If you have multiple locations: is usage pooled or priced per location?
Next step
If you want predictable billing and stronger lead capture, start with pricing or request a demo.
Want a vendor comparison checklist? Use the AI receptionist pricing checklist.
If you’re comparing AI to a traditional service, start here: answering service cost vs AI receptionist. If you’re specifically evaluating Smith.ai, see AI receptionist vs Smith.ai.
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