Wallet, Minutes & PAYG

The Voice Wallet is where you fund and manage everything your AI voice agents do. Every call your agents make or receive draws down minutes from your wallet, so keeping it topped up is what keeps your agents answering and dialling. This guide explains how minutes work, the difference between plan‑included minutes and pay‑as‑you‑go (PAYG) credit, how to buy minutes and minute packs, how to set up auto‑recharge so you never run dry mid‑campaign, and exactly what happens when your balance hits zero.

In this guide

• How voice minutes work
• The two ways you pay: plan minutes vs PAYG
• Opening the Wallet page
• Reading your balance
• Adding funds (PAYG top‑up)
• Buying minute packs
• The standalone Minutes page
• The Buy Minutes checkout link
• Setting up auto‑recharge
• Low‑balance and empty‑balance notifications
• Transaction history
• How minutes are consumed during calls
• What happens at zero balance
• The header balance indicators
• Enterprise / high‑volume pricing
• Common workflows
• Frequently asked questions
• Field & column reference

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How voice minutes work

Your voice agents are billed by the minute. A "minute" covers everything that happens during a call, bundled into a single all‑in rate:

• LLM inference — the AI brain that understands and replies (GPT‑4.1, Claude, Gemini, etc.)
• Speech‑to‑text (STT) — turning the caller's speech into words the AI can read
• Text‑to‑speech (TTS) — turning the AI's reply back into a natural voice
• Telephony — the phone connection itself

There are no separate line items for any of these. You pay one rate per minute, and that rate already includes the lot. The standard pay‑as‑you‑go rate is $0.09 per minute. Minute packs and paid plans bring that per‑minute rate down (see the rate comparison table further below).

A few important facts about minutes on this platform:

• Minutes never expire. Whatever you buy sits in your wallet until you use it. There is no monthly reset and no "use it or lose it" clock.
• Minutes work across every agent. They are not tied to a single agent, campaign, or phone number. Any agent on your account can draw from the same shared pool.
• Calls are billed by duration, rounded up. A call is measured in seconds, converted to minutes, and rounded up to the next whole cent of cost. (Technically, cost = call‑minutes × your per‑minute rate, rounded up.)

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The two ways you pay: plan minutes vs PAYG

Your wallet can hold two different kinds of credit at the same time, and it's worth understanding the difference because they behave slightly differently.

1. Pack minutes & plan‑included minutes (a minute balance)

When you buy a minute pack, or when your subscription plan includes a monthly minute allowance, those minutes land in your wallet as a straight minute balance. The Wallet page shows this as a count like "1,200 min". These minutes:

• Are counted in whole minutes, not dollars.
• Never expire — pack minutes in particular are yours forever.
• Are drawn down first, before your PAYG dollar balance is touched (your minute balance is the primary fuel).

Plan‑included minutes are granted to your wallet automatically when your subscription is set up or renewed. This happens behind the scenes — you don't have to claim them. (Free‑plan accounts may receive a small included allowance too, depending on how your account is configured.)

2. Pay‑as‑you‑go dollars (a cash balance)

PAYG is a simple dollar balance in your wallet. You add any amount you like (minimum $5), and it's spent at the pay‑as‑you‑go rate of $0.09/min. The Wallet page shows this as a dollar figure like "$50.00" and helpfully estimates how many minutes that's worth at the PAYG rate.

PAYG dollars are the fallback fuel: once your minute balance runs out, calls keep going by drawing on your PAYG dollars instead. This is why the wallet shows both numbers — the big dollar figure is your PAYG balance, and a separate pill shows any pack/plan minutes you're holding.

In short: minutes are spent first, dollars second. Both live in the same wallet, both keep your agents running, and neither expires.

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Opening the Wallet page

The Wallet lives inside your Voice AI hub.

1. Open your Voice AI portal (your sign‑in takes you straight there).
2. In the left‑hand navigation, click Wallet (the wallet icon).
3. The page opens at …/voice/wallet and is titled "Voice Wallet" with the subtitle "Manage your voice AI minutes and payment method."

You can also jump to the Wallet from the header balance chip whenever your balance is running low (it turns amber or red and links straight here — see The header balance indicators).

The Wallet page has two regions:

• A main column on the left with your balance, an Add funds panel, Auto‑recharge settings, and recent Transactions.
• A fixed Minute Packs panel pinned to the right (on wide screens) where you can buy a pack in one click and see your current minute balance.

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Reading your balance

The Current balance section at the top of the Wallet page is the headline number. Here's how to read everything it shows you.

The big dollar figure

This is your PAYG dollar balance. Its colour tells you the state at a glance:

Directly beneath it you'll see a one‑line summary that changes based on your balance:

• Healthy: "≈ 1,234 minutes at $0.09/min"
• Low (under $5): "Low balance · ≈ 35 min at $0.09/min"
• Zero: "No PAYG funds — add below or buy a minute pack →"

The pack‑minutes pill

If you're holding pack or plan‑included minutes, a small pill appears showing, for example, "1,200 min · pack minutes · never expire." This is your minute balance — separate from, and spent before, your PAYG dollars.

The status row

Below the balance is a row of small status indicators:

• Auto‑recharge on / off — with a green dot when it's enabled.
• Your plan — e.g. "Growth plan" or "Free plan".
• Minutes never expire — a standing reminder.

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Adding funds (PAYG top‑up)

The Add funds panel lets you top up your wallet with any dollar amount at the pay‑as‑you‑go rate. This is the fastest way to put credit on your account.

Step by step

1. On the Wallet page, find the Add funds section.
2. Type an amount into the large $ field, or tap one of the quick‑pick buttons: $10, $25, $50, $100, $200. (The field only accepts numbers and a decimal point.)
3. As you type, the panel shows an Estimated minutes figure — how many minutes that amount buys at $0.09/min. If you enter less than $5, it shows "Minimum $5" instead.
4. Click the Add $[amount] button.
5. You're taken to a secure Stripe Checkout page to pay by card.
6. After payment, you're returned to the Wallet (the page detects the successful return and refreshes your balance automatically). Your funds are credited within moments.

Things to know

• Minimum top‑up is $5. The Add button is disabled below that.
• Your card is saved when you pay through Stripe. That saved card is what powers auto‑recharge later, so even a single manual top‑up enables the auto‑recharge feature.
• One‑off charge. A PAYG top‑up is a single payment, not a subscription. Nothing recurring is set up.
• If a payment fails or is cancelled, you'll see a brief message and your balance is unchanged. Just try again.

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Buying minute packs

Minute packs are pre‑defined bundles of minutes at a discounted per‑minute rate. The more minutes in a pack, the lower the rate, so packs are the cheapest way to buy minutes in volume. Like everything else, pack minutes never expire and work across all your agents.

You can buy a pack in three places:

1. The fixed Minute Packs panel on the right of the Wallet page (quickest).
2. The standalone Minutes page at …/voice/minutes (a full catalogue with a comparison table and FAQ).
3. A shared Buy link like …/voice/buy?pack_key=… (jumps straight to checkout).

Buying from the Wallet packs panel

On wide screens, the right‑hand Minute Packs panel lists every available pack. For each one you'll see:

• The minute count (e.g. "5k min").
• A green saving badge like "−20%" when the pack beats the PAYG rate.
• The per‑minute rate (e.g. "$0.072/min").
• The total price and a Buy button.

To buy:

1. Find the pack you want in the panel.
2. Click Buy next to it.
3. You're taken to Stripe Checkout to pay.
4. On success you're returned to the Wallet, and the minutes are credited to your minute balance.

At the bottom of the panel, Your minutes shows your current minute balance (it turns amber when you're under 10 minutes). The All packs link opens the full Minutes page.

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The standalone Minutes page

The Minutes page (…/voice/minutes) is the full shop window for minutes. It's a public page — anyone can browse it, but buying requires an account (you'll be prompted to sign up or sign in first if you're not logged in). When you're signed in, the header shows your current Balance and a My wallet link.

The page is laid out top to bottom as follows.

1. Hero

A short headline ("Power your agents. Buy the minutes you need.") with trust badges: Minutes never expire, Secured by Stripe, All AI providers included.

2. The pack grid

Every available pack is shown as a card. Each card displays:

The pack with the largest saving is automatically highlighted with a "Best value" badge.

• If you're signed in: clicking Buy takes you straight to Stripe Checkout.
• If you're signed out: clicking Buy sends you to the Buy Minutes checkout link, where you sign in or create an account and then continue to checkout.

3. Enterprise CTA

A dashed banner — "Need more than 10,000 minutes?" — opens a Request custom pricing form (covered in Enterprise / high‑volume pricing).

4. Pay‑as‑you‑go card

Below the packs, an "or top up any amount" divider leads to a PAYG card. It works just like the Wallet's Add‑funds panel: type a dollar amount (minimum $5) or use the quick‑picks $10 / $25 / $50 / $100 / $200, see the estimated minutes, and click Add $[amount] to wallet. Signed‑out visitors see Sign up to top up instead.

5. Rate comparison table

A clear table comparing PAYG against every pack:

(Your actual packs, prices and savings come from the live catalogue — the figures above are illustrative.)

6. FAQ

An expandable list answering the most common minute questions (do minutes expire, what's in the rate, can I top up any amount, what happens if I run out, do I need a subscription).

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The Buy Minutes checkout link

The Buy Minutes page (…/voice/buy?pack_key=…) is a smart checkout link for a single pack. It's what you land on when you click a pack while signed out, and it's also a handy URL to share (for example, sending a teammate a direct link to buy a specific pack).

Its behaviour depends on whether you're signed in:

• Already signed in → it jumps straight to Stripe Checkout for that pack, showing a "Taking you to checkout…" screen while it sets up the payment.
• Signed out → it shows a sign‑in / sign‑up form on the left and a pack summary on the right. After you authenticate (by email + password or Continue with Google), it automatically continues to checkout — no extra clicks.

The pack summary panel reassures you what you're buying: the pack name, the minute count, the all‑in rate, the total price, and the standing promises — Minutes never expire, Works across all agents, LLM + STT + TTS included, Instant wallet credit. The footer notes payments are secured by Stripe and minutes are credited instantly after payment.

If you sign up with a brand‑new email that needs confirmation, you'll see a "Check your email" screen; clicking the confirmation link brings you back and continues to checkout.

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Setting up auto‑recharge

Auto‑recharge keeps your wallet topped up automatically so your agents never stop mid‑campaign. When your balance falls to a threshold you choose, your saved card is charged a set amount and the funds are added instantly.

How to turn it on

1. On the Wallet page, go to the Auto‑recharge section.
2. Flip the toggle on. Two settings appear:
   • Trigger below — the balance at which a recharge fires. Choose $5, $10, $20, or $50.
   • Add amount — how much to charge each time. Choose $20, $50, $80, $100, or $200.
3. Click Save settings. The button confirms with "Saved" when it's stored.

The defaults are trigger below $5 and add $80. So out of the box, when your balance drops to $5 or under, $80 is added.

About your saved card

Auto‑recharge needs a card on file. If you haven't saved one yet, you'll see an amber notice: "No payment method saved yet. A card will be stored when you next top up via Stripe." In other words, make one manual top‑up or pack purchase and your card is stored automatically — after that, auto‑recharge can run on its own.

What happens when it fires

• The moment a call brings your balance to or below your trigger, the system charges your saved card for the Add amount in the background (no interaction needed).
• On success, the funds appear instantly as an Auto‑recharge entry in your transaction history, and you get a confirmation email.
• If the charge is declined, you get an "action required" email asking you to update your card or top up manually. Calls continue on whatever balance remains, then pause if it reaches zero.

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Low‑balance and empty‑balance notifications

The platform watches your balance and emails you (at your account's primary contact address) so a quiet wallet never catches you off guard. These run automatically — there's nothing to configure.

On‑screen, you also get live warnings in the app header (the wallet chip turns amber then red, and the plan/usage chip flags low minutes) — see The header balance indicators.

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Transaction history

The Transactions section near the bottom of the Wallet page shows your 10 most recent wallet events. Each row tells a complete story:

• An icon and direction — green up‑arrow for money in (top‑ups, packs, refunds), grey down‑arrow for money out (calls, adjustments).
• A description — the human label for what happened.
• The date, and for calls, the call duration and the per‑minute rate that applied.
• The amount (prefixed + or −) and the balance after the transaction.

Transaction types you'll see

For call rows, the cost shown is worked out from the actual amount charged, or — if needed — from the minutes used or call duration multiplied by the rate, so every call row always shows what it cost.

To see your full history (beyond the latest 10), click View all transactions at the foot of the list — this opens the Billing page, which holds the complete, paginated ledger.

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How minutes are consumed during calls

You don't have to do anything to "spend" minutes — it happens automatically as your agents work. Here's the lifecycle of a call's cost:

1. A call runs. An agent makes or answers a call. The platform measures how long it lasts, in seconds.
2. The call ends. When the call wraps up, the platform calculates the cost.
3. A rate is chosen. The per‑minute rate depends on the mix of AI providers the call actually used (which language model, speech‑to‑text and text‑to‑speech). If no special rate applies, the standard $0.09/min is used.
4. The cost is worked out. Cost = call duration in minutes × the rate, rounded up. So a 3‑minute‑5‑second call is billed as the next whole cent above 3.08 minutes' worth.
5. Your wallet is debited. The cost comes out of your wallet — minute balance first, then PAYG dollars. A Call usage row appears in your transaction history showing the duration, the rate, and the amount.
6. Usage is tracked. If you're on a paid plan, the call's minutes are also added to your plan's minutes used tally for reporting.
7. Safety checks run. After the debit, the platform checks your remaining balance and may trigger auto‑recharge (if enabled) or send a low/empty‑balance email.

Because billing happens after each call completes, an in‑progress call is never cut off for cost reasons — it always finishes. The balance check applies to new calls.

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What happens at zero balance

When both your minute balance and your PAYG dollar balance reach zero, your wallet is empty. Here's exactly what happens:

• Calls in progress finish normally. Nothing is cut off mid‑conversation.
• New calls are paused. No new calls will connect — inbound or outbound — until you add funds.
• You're emailed once. An "empty balance" email goes out with a direct Add Funds Now link.
• The header turns red. The wallet chip switches to a red "Add funds" badge, and the plan chip shows 0 min in red.

To get back up and running, do any one of:

1. Add PAYG funds via the Add‑funds panel (minimum $5).
2. Buy a minute pack from the packs panel or the Minutes page.
3. If you'd had auto‑recharge enabled with a valid card, you likely wouldn't have hit zero — the system would have topped you up automatically. Turning it on is the best way to prevent pauses.

Funds are credited within moments of a successful payment, and calls resume immediately — no waiting, no re‑enabling anything.

Tip: The cleanest way to never see this screen is to enable auto‑recharge and keep a valid card on file. The "trigger below" threshold gives you a safety buffer well before you reach $0.

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The header balance indicators

You don't have to open the Wallet to keep an eye on your balance — two indicators live in the top bar of every Voice AI page (for client accounts).

The wallet chip

This small pill appears only when your balance needs attention:

• Amber pill with your dollar balance (e.g. "$3.20") when you're low.
• Red "Add funds" pill when you're empty.
• When your balance is healthy, the chip is hidden to keep the bar clean.

Clicking it takes you straight to the Wallet page.

The plan & usage chip

A compact summary always on show: your plan name, your agent count (e.g. "4/10 agents"), and your minutes remaining (e.g. "1,234 min"). The minutes figure turns amber under ~50 minutes and red at 0, with a warning icon. Clicking it opens a dropdown with fuller usage details and a link to the Wallet.

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Enterprise / high‑volume pricing

If you need more than the largest pack (10,000+ minutes per month), the Minutes page has a Request custom pricing flow for volume rates, dedicated support, and high‑scale deployments.

How to request it

1. On the Minutes page, find the dashed "Need more than 10,000 minutes?" banner.
2. Click Request custom pricing. A three‑step form opens:
   • Step 1 — Your details: name, work email, and (optional) company.
   • Step 2 — Your scale: a slider for monthly minutes (10,000 up to 1,000,000+) and a use‑case chooser (Customer support, Outbound sales, Appointment scheduling, Internal operations, API integration, Other).
   • Step 3 — Anything else: an optional free‑text message about what you're building.
3. Click Send request. Your enquiry is sent to the Sysevo voice team (voice@sysevo.io), and you'll see a confirmation that they'll be in touch within 24 hours.

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Common workflows

"I'm just getting started — what should I do?"

1. Add a small PAYG top‑up ($25–$50) so your agents can start calling.
2. Make a test call or two and watch the Call usage rows appear in Transactions.
3. Once you know your volume, buy a minute pack to lock in a lower rate.
4. Turn on auto‑recharge (e.g. trigger below $10, add $80) so you never get interrupted.

"I'm about to run a big outbound campaign."

1. Estimate your minutes (calls × average length) and buy a pack that comfortably covers it.
2. Enable auto‑recharge as a safety net in case you run long.
3. Keep an eye on the plan/usage chip in the header — it shows minutes remaining live.

"I keep getting low‑balance emails."

1. Open the Wallet and turn on auto‑recharge, or raise your Add amount so each recharge lasts longer.
2. Make sure a valid card is saved (do one manual top‑up if the amber "no payment method" notice is showing).

"I want to share a direct purchase link with a colleague."

Send them a Buy link (…/voice/buy?pack_key=…) for the specific pack. They'll sign in (or sign up) and go straight to checkout, and the minutes land in your shared account wallet.

"Where's my full payment history?"

The Wallet shows the latest 10 transactions. Click View all transactions to open the Billing page for the complete, searchable ledger.

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Frequently asked questions

Do minutes expire? No. Minutes sit in your wallet until you use them — no monthly reset, no expiry. Pack and plan‑included minutes alike are yours to keep.

What's included in the per‑minute rate? Everything: LLM inference (GPT‑4.1, Claude, Gemini), speech‑to‑text, text‑to‑speech, and telephony. One all‑in rate, no surprises.

Can I top up with any amount? Yes. In addition to packs, you can add any amount to your wallet at the PAYG rate of $0.09/min. The minimum top‑up is $5.

What happens if I run out mid‑call? The call you're on is concluded gracefully — it isn't cut off. New calls pause until you add funds. Enable auto‑recharge to top up automatically and avoid pauses entirely.

Do I need a subscription to buy minutes? No. The Free plan includes PAYG access. Paid plans unlock lower per‑minute rates and volume packs.

Which gets used first, minutes or dollars? Your minute balance (packs + plan minutes) is spent first. Once it's gone, calls draw on your PAYG dollar balance.

Is my card stored? Yes — when you pay through Stripe, your card is saved so auto‑recharge can use it. Payments are secured by Stripe; the platform never stores raw card numbers.

How quickly are minutes credited? Instantly after a successful payment. Pack minutes and PAYG dollars both appear within moments, and calls resume immediately.

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Field & column reference

Wallet page — Add funds

Wallet page — Auto‑recharge

Transaction row

Minute pack card

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Need help with anything in your wallet? Use the in‑app support options, or for high‑volume needs use Request custom pricing on the Minutes page to reach the Sysevo voice team.

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Minute rates & packs (current)

Calls draw from your wallet at an all-in rate that bundles the AI and speech costs into one number. The base pay-as-you-go rate is $0.09/min with no commitment, and buying a larger pack lowers the effective per-minute price.

What a minute includes

The per-minute rate covers LLM inference, speech-to-text (Deepgram Nova-3), and text-to-speech — bundled together. Telephony (SIP) is billed separately by your connected provider. Because everything but the carrier leg is in one figure, you can forecast spend without adding up separate AI, STT, and TTS line items.

Minutes never expire. Anything you buy stays in your wallet until it's used — there's no monthly reset or forfeiture. Pair packs with auto-recharge so a busy campaign never stops mid-run.