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Understanding call cost
# support
m
Hello, i hope you guys are good, i am sending this mail because i am having some doubts about call cost when the ended reason is "customer-did-not-answer", and i am wondering, why do those calls are having some cost? i am doing some masive calls where some users dont answer theirs phones and the call is showing some cost at the end. i would like to know if this is a normal behave, cause i havent seen that before in testing. i will share some call ids: 2defaef8-5ebf-407a-86de-f1ef32144081, bae61682-a22b-4761-88a9-ba60e0c11b66, 40a69058-3636-4f7f-8097-8a26d9860828, cf458049-3083-4aeb-9685e7d36a3fd12a, 0e9cd86a-848d-4a77-8d60-77f60eabad07, a9a01670-e1ab-4b74-b33b-2d75c598d977, 99eadb8f-4db6-48df-a25c-1a8ff315f9a8, c65fcc9b-dff0-4f4a-899e-42d2417d9457, df42cb9e-4ff4-4b15-81bf-d3fe8765b1ae, c20c4a04-da47-4dca-93e6-e5cec620f9c2, c5c30797-3be6-4619-a582-5ec60ff98fef, d418c8cd-d138-4769-968f-54dd630286e6, f03bd4c9-a34f-483b-b32e-712c97193ddf, eb30ef46-8241-4797-8f78-dce7ad0b4154, 2dea36a2-a227-4b8e-9d98-a814a382206c, fde8dd5a-4890-4e5b-a5e9-20681f38fe98, 984fa062-5d9a-439c-b2ea-75ba9957f967, d51cb510-6847-4009-ba28-f12a74cd1134, f521a616-9be1-4318-a2fe-ec95a073c681, e61cc1a3-a316-40cf-acae-c23fbaedfee3, f3ae4804-7945-4952-b071-5f2b59a0ded0, 5ed76863-1d00-44d1-bc7b-f705632c9ac9, f8c50829-9e9f-435c-8551-a75faa431ce4, c1c38590-0d12-43a3-b50e-af0217fe9616, 3f1d303e-f617-46bd-a777-d056e512aa02, 8a9cf05b-6d58-4646-a858-a1fb6468072d, f6d4a99e-3eda-4e70-b915-8a3a4ef8cc6c thank you very much.
v
You can continue this conversation by mentioning me in the message.
@Mugiwara Hello, Thank you for reaching out with your concerns. It's great to hear from you, and I'm here to help clarify the situation regarding call costs. When you make outbound calls and the call is not answered, you may still incur costs. This is because telephony providers typically start charging once the call is initiated and the phone network is engaged, even if the call is not answered by the recipient. The charges are for the attempt to connect the call, which uses the telephony network's resources. This behavior is normal and expected during live operations, as opposed to testing environments where costs may be waived or not fully emulated. It's important to factor in these costs when planning for mass calling operations, as not all calls will be answered, but they will still contribute to the overall cost. If you have any further questions or need assistance with understanding your billing, please let me know, and I'll be happy to help. If you need detailed billing information or specific call charge breakdowns, you may need to contact support for more detailed assistance. Would you like me to assist you with anything else at this moment?
m
I am using twilio as telephony providers, so u r saying that vapi its showing me the cost of vapi call?, or vapi is charging something as well without no interaction?
v
@Mugiwara Yes, that's correct. VAPI is showing you the cost associated with the call attempt through its platform. When you use Twilio as your telephony provider, the charges for the call attempt are generated by Twilio once the call is initiated, even if there is no interaction because the customer did not answer. VAPI itself does not charge for calls without interaction; it simply facilitates the API for making the calls. However, the telephony provider, in this case, Twilio, may charge for the call setup and attempt to connect, which is reflected in the costs you see. To summarize, the costs you're seeing for calls where the customer did not answer are likely coming from Twilio's side for the call attempt, and VAPI is reporting these costs to you. If you have any concerns about these charges or need a more detailed explanation, you should review your billing details with Twilio directly. If you need further clarification or assistance with anything else, please feel free to ask.
s
Couple of things: 1. STT: Whenever calls happen we pre-send the audio to your STT provider so that there isn't a very high delay in first message due to which you are charged for it. 2. Summary: You shouldn't be charged for it. I will send it to team and get this fixed.
s
@Mugiwara hope your doubts are resolved?
m
Yes sir, all good. So i can say that the charging is cause of a bug, and that will be solved, and another question is the charges will stand?
s
share your email in DM with call ids for summary issue will do the refund.
c
Is it fixed overall in general now?
s
It is not fixed atm
but we have reported this issue
s
@Mugiwara is it resolved for you?
m
i havent had the error anymore tyvm
I sent u pm with the call ids asked me
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