Plan and limits

Caller has a free plan, to try it, and paid plans that are contracted per agent. This page explains what each one includes and how each thing is counted.

Your account’s current usage is in Settings → Plan & Usage. If a figure on this page does not match what you see there, the figure in the app is the one that counts: some accounts have higher limits.

This counter goes back to zero every 30 days.

	Included
Minutes of audio	45

The analysis of every call is included in its minutes. There is no separate number of calls or of analyses.

	Maximum
Length	15 minutes
File size	25 MB
Files per upload from the app	3

	Included
Storage	250 MB, for the life of the account

	Maximum
Templates	10
Criteria and data fields per template	8
Campaigns	20
Clients	10
Agent seats	3
Users	1
Knowledge collections	5
Knowledge documents	25
Active API keys	10

The paid plans have a price per agent and month. You contract a number of seats, one per agent, and each seat brings its hours of audio and its storage to a pool the whole account shares: it does not matter how the calls are spread among the agents.

	Team	Quality	Business
Price per agent and month	€19	€39	€69
Minimum seats	3	3	20
Audio per agent and month	10 h	22 h	39 h
Storage per agent	2 GB	5 GB	10 GB
Templates	3	Unlimited	Unlimited
Clients, with an access of their own	Yes	Yes	Yes
Activity log	No	No	Yes
Recordings deleted after a set time	No	No	Yes
Users	2	5	Unlimited
Maximum size per file	50 MB	50 MB	50 MB
Files per upload from the app	50	50	50

All three include uploading from the app and the API, webhooks, Slack or Teams notices, the redaction of personal data and each agent’s access to their own calls, which does not count as a user. In them the analysis of every call is also included in its minutes, there is no maximum length per call, and storage counts what you hold: it is freed when you delete calls or documents.

With 12 seats on Quality, for example, the account has 264 hours of audio a month and 60 GB, to spread as it likes among its 12 agents.

Enterprise is agreed case by case: volume, a dedicated instance and your own terms.

They cannot be contracted from the app yet. To start a paid plan, or for Enterprise, write to us at caller@sumgrey.com.

Each agent in Team takes a seat, and every call belongs to an agent of the team. With every seat taken, nobody else can be added.

When an agent leaves the team, their seat is free at once if they had no calls in the running period. If they had, it stays taken until the period ends. The detail is in Team.

Each call uses its length, rounded up to a whole minute. A call of 4 minutes and 10 seconds uses 5.

Minutes are reserved when you upload the recording and adjusted when the transcription finishes:

• From the app, the reservation is the length your browser measures.
• Through the API, the reservation is calculated from the file size, at one minute per megabyte.
• In both cases the reservation is never less than one minute per megabyte. That is why an uncompressed WAV reserves a good deal more than its length. When the transcription finishes, the counter is corrected to the real length.

If a recording never gets transcribed, its minutes are returned.

Each call is analyzed on its own when its transcription finishes, and that analysis is included in its minutes. Clicking Analyze again is included too, up to a ceiling of 90 analyses per period, first ones included. You only reach it by analyzing many calls again several times.

An analysis that fails does not count. Trying a criterion from the template editor does not count either.

If the ceiling is reached, calls are still transcribed and show as No analyses left this month. They are analyzed on their own when the next period starts.

The app measures the length of each recording before uploading it and does not accept one over the maximum. Through the API the length is not known until the recording is transcribed, so that maximum is not checked when it arrives: what counts is the size of the file and the minutes left in the period.

Storage adds up the size of the recordings and of the knowledge documents uploaded as files.

On the free plan it is an allowance for the life of the account: it counts everything you have uploaded, and deleting calls or documents does not give space back. Only a recording deleted before it was ever transcribed is returned. When the allowance is used up, nothing more can be uploaded without changing plan; what you already have stays available.

Limit	What happens
Minutes for the period	No more recordings can be uploaded until the next period. Through the API, the response is 402 with no_minutes.
Ceiling of analyses for the period	Calls are transcribed and wait to be analyzed.
Storage	No more recordings or documents can be uploaded. On the free plan, deleting does not give it back. Through the API, 402 with storage_full.
Length per call	The app flags that recording and does not upload it.
Size per file	That file is rejected. Through the API, 413 with file_too_large.
Files per upload	The upload dialog takes the first ones and says how many were left out. They can be added when that upload finishes.
Size of an API request	The API does not accept requests of 20 MB or more, whatever the plan. See formats and size.
Agent seats	Nobody can be added until a seat comes free or you have more.
Templates, campaigns and the rest	No more can be created until you delete one.

What is already in the account is not touched: analyzed calls are still there and you can still open them.

If the free plan falls short, write to us at caller@sumgrey.com and tell us how many agents you have and how many calls you handle per month: we will tell you which plan fits.