Types of consumption in WeSpeak

Not everything in WeSpeak is consumed the same way. There are three different types of consumption, and knowing them helps you understand your invoice and size your plan:

Everything is reviewed and contracted from two places: Billing (your monthly consumption, packs and invoices) and Extras (the catalog to contract and manage each service).

Conversations: when is one consumed?

It's the question we get asked the most, and the rule works in your favor:

• 1 conversation = 1 contact served by the assistant in the month. It's counted when the assistant steps in on a contact's conversation — that is, when the AI replies.
• The contact is counted, not the chat. It doesn't matter how many messages go back and forth or how many conversations are open: if you have Multi-conversation enabled and the same contact has several conversations in the month, it counts once.
• If only your team handles it, it doesn't consume. Chats managed manually by your agents (with the assistant paused or in manual mode) don't add to the counter.
• Automatic follow-ups don't add consumption on their own, and sending a campaign doesn't deduct plan conversations either. That said: if the contact replies and the assistant answers, that contact counts like any other conversation of the month.

When does the counter reset?

• The counter starts from zero on day 1 of each calendar month, in your account's time zone.
• If a conversation continues into the next month and the assistant steps in again, that contact counts again in the new month: consumption renews month by month.

Running short? Extra conversation packs

If your operation grows, there's no need to change plans: you can buy conversation packs from the Extras section.

• Packs are consumed only after you use up your plan's monthly quota — as long as your plan covers you, the pack stays untouched.
• Packs never expire and are cumulative: what you don't use one month stays available for the next.
• If you have more than one pack, the oldest one is consumed first.
• You can set up automatic repurchase so that when the balance drops below the threshold you choose, it buys itself again and the assistant never stops.

In Billing → Conversation History you see your included plan, each pack and how much is left. And if your account has a strict limit, we notify you at 80%, 95% and 100% of consumption — by email, platform notification and WhatsApp.

Call credit: what Voice consumes

WeSpeak Voice calls don't consume conversations: they use their own balance, the call credit.

• You load credit from Extras and calls debit from it. The credit never expires: it's a balance that lasts until it's used up.
• Each call deducts according to its duration, destination and call type: an inbound call doesn't cost the same as an outbound call to another country, and calls answered by the AI voice agent have their own per-minute rate, different from a conventional call. A call that doesn't connect consumes nothing.
• Prices by country and call type are available in the WeSpeak Voice cost calculator: there you estimate the cost of the local number and the calls, with or without an AI agent.
• You can enable automatic recharge so that when the balance drops, it tops itself up with your saved payment method. If you don't enable it, we notify you by email and in the platform when your credit is running low.
• Besides the credit, the phone number has its own recurring fee, renewing together with your subscription.

⚠️ If the credit hits zero, calls stop connecting until you top up — that's why we recommend keeping automatic recharge on.

Subscription modules: the monthly extras

Services like Campaigns, Audience (Analytics), Translator, Rates, WeSpeak Voice or WeSpeak MCP Connection are not packs: they are subscription modules.

• They are charged on the same subscription you already have. You don't open a new account or a separate invoice: the module is added to your plan and renews together with it, on the same invoice, at the same frequency (monthly, semiannual or annual).
• The first charge is proportional (proration): today you pay only the part from today until your next renewal; after that, everything expires and renews together.
• Discounts depend on the service and your payment frequency. With annualized payment, most tools in the catalog get an automatic discount while the plan is active; some services are even included at no charge with an annual plan, and others (like phone numbers) have a fixed price with no discount. Each service has its own discount, and the exact price for your account is always shown in Extras, in the "Charge summary", before you pay.

For the details on purchasing, free trials, cancellation and invoices for each extra, see How can I buy services?.

Meta's cost: WeSpeak doesn't charge it

Besides your subscription, there's one cost that is not WeSpeak's: what Meta charges for using the WhatsApp API.

• Meta charges for template messages that open a conversation (for example, campaign sends), with rates that vary by country and template category.
• That cost is billed by Meta directly on your WhatsApp Business account: WeSpeak doesn't charge it or add any markup, and it doesn't appear on your WeSpeak invoice.
• Within the 24-hour window after a contact writes to you, replies have no extra Meta cost.
• Meta's official rates are at business.whatsapp.com/products/platform-pricing. When building a campaign, WeSpeak also shows you the approximate cost per message.

What about the onboarding pack?

The initial WeSpeak implementation is included in your plan, at no extra cost. It covers the full setup: configuring the assistant to your rules and brand tone, loading your knowledge (services, rooms, rates and policies), connecting channels and a training session with your team.

Separately, there's the WeSpeak Payments onboarding pack: a one-time payment with which our team leaves your payment collection working turnkey — payment methods setup, PMS validation and assistant adaptation — and which also includes a starter pack of reservations. It's the entry point to Payments: with onboarding done, you later expand with reservation packs as you need them. Being implementation work, this one-time payment doesn't carry the plan discount. You'll find it in Extras or coordinate it with your advisor.

Where do I check each consumption?

Frequently asked questions

A guest wrote to me 30 times this month — how many conversations did that consume?
Just one. What's counted is the contact served in the month, not the number of messages or chats.

Do campaigns consume conversations from my plan?
The send itself doesn't. If a contact replies to the campaign and the assistant answers, that contact counts as a conversation of the month — same as if they had written to you on their own.

Why did a contact from July count again in August?
Because the counter resets on day 1 of each month: if the conversation continued in August and the assistant stepped in, it's an August conversation.

Do packs expire?
No: conversation packs never expire, and neither does the call credit. The balance carries over and is consumed only when needed.

Do extras generate another invoice?
No: subscription modules are added to your plan's invoice and all renew together on your renewal date. Only packs and numbers go through their own checkout at purchase time.

Does WeSpeak charge me Meta's campaign cost?
No. What Meta charges for the WhatsApp API you pay directly to Meta, with no WeSpeak markup — the rates are on their official page. In WeSpeak you only consume plan conversations when the assistant replies.

Where do I check Voice prices by country?
In the WeSpeak Voice cost calculator: pick your country and estimate number + minutes, with or without an AI agent.