From 57588883adf06d40d073440659674f194867b308 Mon Sep 17 00:00:00 2001 From: Stephen Smith Date: Wed, 30 Sep 2026 14:28:01 -0700 Subject: [PATCH] Updated Pricing terminology --- fern/apis/api/openapi-overrides.yml | 48 ++++++++++++++++++- fern/assistants/call-recording.mdx | 2 +- fern/billing/manage-billing-and-credits.mdx | 10 ++-- .../manage-organizations-and-capacity.mdx | 14 ++++-- fern/billing/manage-packages-and-add-ons.mdx | 8 +++- fern/billing/manage-pay-as-you-go-billing.mdx | 4 +- fern/billing/pricing-and-success-packages.mdx | 18 +++---- fern/billing/purchase-call-concurrency.mdx | 6 +-- fern/calls/call-concurrency.mdx | 10 ++-- fern/calls/call-ended-reason.mdx | 4 +- fern/calls/call-queue-management.mdx | 2 +- fern/calls/troubleshoot-call-errors.mdx | 2 +- fern/chat/quickstart.mdx | 12 ++--- fern/chat/sms-chat.mdx | 4 +- fern/issue-reporting.mdx | 6 +-- ...uild-personalized-appointment-campaign.mdx | 2 +- fern/outbound-campaigns/overview.mdx | 10 ++-- fern/outbound-campaigns/quickstart.mdx | 2 +- .../scheduling-and-lifecycle.mdx | 10 ++-- fern/phone-numbers/inbound-sms.mdx | 2 +- fern/security-and-privacy/sso.mdx | 2 +- fern/snippets/faq-snippet.mdx | 2 +- fern/support.mdx | 14 ++++-- fern/workflows/legacy-migration.mdx | 2 +- 24 files changed, 129 insertions(+), 67 deletions(-) diff --git a/fern/apis/api/openapi-overrides.yml b/fern/apis/api/openapi-overrides.yml index 47d4adcfc..4abc5cfe9 100644 --- a/fern/apis/api/openapi-overrides.yml +++ b/fern/apis/api/openapi-overrides.yml @@ -783,6 +783,20 @@ components: description: >- A saved outbound calling campaign, including its calling configuration, schedule, status, customers, calls, and call-progress counters. + properties: + schedulePlan: + description: >- + This is the schedule plan for the campaign. Calls will start at + startedAt and continue until your subscription's concurrency limit + is reached. Any remaining calls will be retried for up to one hour + as capacity becomes available. After that hour or after latestAt, + whichever comes first, any calls that couldn't be placed won't be + retried. + maxConcurrency: + description: >- + This is the maximum number of concurrent calls that will be made + for the campaign. Defaults to 10. Maximum of 500, and may not + exceed your subscription's concurrency limit. CampaignPaginatedResponse: description: >- A paginated collection of outbound calling campaigns and metadata @@ -792,11 +806,40 @@ components: description: The campaigns returned for the current page. metadata: description: Pagination metadata for the campaign result set. + CampaignSummary: + properties: + schedulePlan: + description: >- + This is the schedule plan for the campaign. Calls will start at + startedAt and continue until your subscription's concurrency limit + is reached. Any remaining calls will be retried for up to one hour + as capacity becomes available. After that hour or after latestAt, + whichever comes first, any calls that couldn't be placed won't be + retried. + maxConcurrency: + description: >- + This is the maximum number of concurrent calls that will be made + for the campaign. Defaults to 10. Maximum of 500, and may not + exceed your subscription's concurrency limit. CreateCampaignDTO: description: >- Configuration used to create an outbound calling campaign. Choose an assistant, squad, or workflow, then provide customers, phone-number or dial-plan settings, and an optional schedule. + properties: + schedulePlan: + description: >- + This is the schedule plan for the campaign. Calls will start at + startedAt and continue until your subscription's concurrency limit + is reached. Any remaining calls will be retried for up to one hour + as capacity becomes available. After that hour or after latestAt, + whichever comes first, any calls that couldn't be placed won't be + retried. + maxConcurrency: + description: >- + This is the maximum number of concurrent calls that will be made + for the campaign. Defaults to 10. Maximum of 500, and may not + exceed your subscription's concurrency limit. UpdateCampaignDTO: description: >- Fields used to update an outbound calling campaign, including its name, @@ -3851,7 +3894,10 @@ components: success evaluation, and structured-output generation. SubscriptionLimits: description: >- - Organization concurrency limits and remaining concurrent call capacity. + Subscription concurrency limits and remaining concurrent call capacity. + properties: + concurrencyLimit: + description: The total concurrent call limit for the subscription. TransportCost: title: TransportCost description: >- diff --git a/fern/assistants/call-recording.mdx b/fern/assistants/call-recording.mdx index de6ac5651..b455f4d96 100644 --- a/fern/assistants/call-recording.mdx +++ b/fern/assistants/call-recording.mdx @@ -549,7 +549,7 @@ Use artifact data for comprehensive insights: - Retention periods vary by your plan. See [Pricing and Success Packages](/billing/pricing-and-success-packages#whats-included) for what each plan includes. To check your current plan, open **Billing & Payment** in the [Vapi Dashboard](https://dashboard.vapi.ai). + Retention periods vary by billing option. See [Pricing and Success Packages](/billing/pricing-and-success-packages#whats-included) for what Usage only and each Success Package include. To check your current Success Package, or confirm that you use Usage only, open **Billing & Payment** in the [Vapi Dashboard](https://dashboard.vapi.ai). diff --git a/fern/billing/manage-billing-and-credits.mdx b/fern/billing/manage-billing-and-credits.mdx index 7ad838f0a..096c2e4a7 100644 --- a/fern/billing/manage-billing-and-credits.mdx +++ b/fern/billing/manage-billing-and-credits.mdx @@ -9,7 +9,7 @@ slug: billing/manage-billing-and-credits If your Dashboard shows **Settings → Billing & Add-Ons** instead of **Billing & Payment**, see [Manage pay-as-you-go billing and credits](/billing/manage-pay-as-you-go-billing). -Vapi credits are prepaid funds in US dollars that cover usage-based charges. This guide shows you how to add a payment method, fund your usage, keep your balance funded automatically, and download billing records. +Vapi credits are prepaid funds in US dollars held by a subscription and used to cover its usage-based charges. This guide shows you how to add a payment method, fund the subscription, keep its balance funded automatically, and download billing records. ## Prerequisites @@ -22,11 +22,11 @@ Credits cover usage-based costs: - The per-minute Vapi hosting fee draws down your balance as calls run. - Model, voice, transcriber, and telephony costs also draw down your balance. -The Dashboard shows how Success Package and add-on fees are charged before you confirm a purchase. If your credit balance reaches $0 and auto-reload is off, Vapi freezes the subscription. You cannot start new calls or other billable usage until you purchase more credits. +The Dashboard shows how Success Package and add-on fees are charged before you confirm a purchase. If the subscription's credit balance reaches $0 and auto-reload is off, Vapi freezes the subscription. You cannot start new calls or other billable usage until you purchase more credits. ## Add or update a payment method -Your default card is used for credit purchases, auto-reload, and any recurring charges shown in the Dashboard. Add a card before you buy credits or turn on auto-reload. +The subscription's default card is used for credit purchases, auto-reload, and any recurring charges shown in the Dashboard. Add a card before you buy credits or turn on auto-reload. @@ -50,7 +50,7 @@ Your default card is used for credit purchases, auto-reload, and any recurring c ## Buy credits -Buy credits to fund your organization's usage. Credits are added to the organization you have selected, so confirm you are on the [right organization](/billing/manage-organizations-and-capacity#switch-organizations) first. +Buy credits to fund the subscription associated with your selected organization. Credits are added to that subscription, so confirm you are on the [right organization](/billing/manage-organizations-and-capacity#switch-organizations) first. @@ -69,7 +69,7 @@ Buy credits to fund your organization's usage. Credits are added to the organiza ## Set up auto-reload -Auto-reload keeps your organization funded so usage is not interrupted. When the credit balance reaches a threshold you set, Vapi automatically purchases the top-up amount you choose. +Auto-reload keeps your subscription funded so usage is not interrupted. When the subscription's credit balance reaches a threshold you set, Vapi automatically purchases the top-up amount you choose. diff --git a/fern/billing/manage-organizations-and-capacity.mdx b/fern/billing/manage-organizations-and-capacity.mdx index 5a4fc6fc6..c26974af2 100644 --- a/fern/billing/manage-organizations-and-capacity.mdx +++ b/fern/billing/manage-organizations-and-capacity.mdx @@ -5,7 +5,11 @@ description: Learn how subscriptions provide organization capacity, how to creat slug: billing/manage-organizations-and-capacity --- -A subscription groups usage-based billing, an optional Success Package, add-ons, and one or more organizations. Usage only and each Success Package determine how many organizations the subscription can contain. +Under the current pricing model, a subscription groups usage-based billing, an optional Success Package, add-ons, and one or more organizations. Usage only and each Success Package determine how many organizations the subscription can contain. + + +Customers on the legacy pay-as-you-go model use the earlier structure. Each organization has its own subscription and a separate concurrency limit. + ## Prerequisites @@ -28,7 +32,7 @@ Create an organization to separate workspaces, teams, or environments under the Enter a name and admin email, and choose the subscription the organization belongs to. - + New organization dialog with name, admin email, and subscription fields @@ -41,7 +45,7 @@ If no capacity remains, purchase an organization add-on or upgrade your Success ## Switch organizations -Switch the active organization to work with its assistants, billing information, and settings. +Switch the active organization to work with its assistants and settings, and to access billing for its subscription. @@ -84,9 +88,9 @@ Reducing organization capacity does not remove organizations automatically. Dele A Success Package downgrade can also reduce organization capacity and shared entitlements. Resolve any capacity conflict before confirming the downgrade. See [Downgrade or remove a Success Package](/billing/manage-packages-and-add-ons#downgrade-or-remove-a-success-package). -## Premier subscriptions +## Premier Success Package -Premier organization capacity and related entitlements depend on the customer agreement. Contact your account team to change custom limits. +Organization capacity and related entitlements for the Premier Success Package depend on the customer agreement. Contact your account team to change custom limits. ## Related diff --git a/fern/billing/manage-packages-and-add-ons.mdx b/fern/billing/manage-packages-and-add-ons.mdx index 0cdf5314e..2f4374f26 100644 --- a/fern/billing/manage-packages-and-add-ons.mdx +++ b/fern/billing/manage-packages-and-add-ons.mdx @@ -5,7 +5,11 @@ description: Learn how to upgrade, downgrade, or remove a Success Package, and b slug: billing/manage-packages-and-add-ons --- -Usage-based billing remains active when you add, change, or remove a Success Package. You can also purchase add-ons that increase specific capabilities without changing your Success Package. + +This page applies to subscriptions using the current pricing model whose Dashboard shows **Billing & Payment** with a **Packages & add-ons** tab. If your Dashboard shows **Settings → Billing & Add-Ons**, see [Manage pay-as-you-go billing and credits](/billing/manage-pay-as-you-go-billing) or [Purchase call concurrency](/billing/purchase-call-concurrency) instead. + + +A Success Package applies to a subscription and every organization it contains. Usage-based billing remains active when you add, change, or remove a Success Package. You can also purchase add-ons that increase specific capabilities without changing your Success Package. Available add-ons can be used with Usage only or any Success Package. @@ -22,7 +26,7 @@ Check which Success Package you have, or confirm you are on Usage only, in the D - In the [Vapi Dashboard](https://dashboard.vapi.ai), open **Billing & Payment**. Your active plan appears in the **Success package** field. + In the [Vapi Dashboard](https://dashboard.vapi.ai), open **Billing & Payment**. Your current Success Package, or Usage only, appears in the **Success package** field. Select the **Packages & add-ons** tab. Your current package is marked **Current package**, with its included limits, support, and compliance options listed. diff --git a/fern/billing/manage-pay-as-you-go-billing.mdx b/fern/billing/manage-pay-as-you-go-billing.mdx index b2db09939..9d436bff5 100644 --- a/fern/billing/manage-pay-as-you-go-billing.mdx +++ b/fern/billing/manage-pay-as-you-go-billing.mdx @@ -6,7 +6,7 @@ slug: billing/manage-pay-as-you-go-billing --- -If your Dashboard shows **Billing & Payment** with a **Packages & add-ons** tab, see [Manage billing and credits](/billing/manage-billing-and-credits) instead. +This page applies to accounts on the legacy pay-as-you-go model whose Dashboard shows **Settings → Billing & Add-Ons**. Each organization in this model has its own subscription. If your Dashboard shows **Billing & Payment** with a **Packages & add-ons** tab, see [Manage billing and credits](/billing/manage-billing-and-credits) instead. This guide shows you how to set up billing for a pay-as-you-go subscription. By the end, you can fund the subscription and configure automatic credit purchases. @@ -49,7 +49,7 @@ This guide shows you how to set up billing for a pay-as-you-go subscription. By In **Payment method**, turn on **Enable auto reload**. Enter at least the minimum amount in **Amount to reload**, then enter the balance that should trigger the purchase in **When threshold reaches**. - Select **Save changes**, review the confirmation, then select **Confirm**. If the current balance is at or below the threshold, saving the plan charges the payment method immediately. + Select **Save changes**, review the confirmation, then select **Confirm**. If the current balance is at or below the threshold, saving the auto-reload settings charges the payment method immediately. Auto reload controls on the live Billing page diff --git a/fern/billing/pricing-and-success-packages.mdx b/fern/billing/pricing-and-success-packages.mdx index 4fbd221ac..d475eca7b 100644 --- a/fern/billing/pricing-and-success-packages.mdx +++ b/fern/billing/pricing-and-success-packages.mdx @@ -6,10 +6,10 @@ slug: billing/pricing-and-success-packages --- -Success Packages are available to new Vapi customers. If you already have a Vapi account, nothing changes right now: your hosting fee, features, and agents stay the same, and no action is required. +Success Packages are currently available only to new Vapi customers. Customers on legacy pricing keep their existing billing structure and terms. Under the legacy pay-as-you-go model, each organization has its own subscription and concurrency limit. -Every Vapi subscription starts with usage-based billing. Without an optional Success Package, you use Usage only. Usage-based charges remain active when you add a Success Package or add-ons. +A subscription is the billing and entitlement scope for one or more organizations. Every subscription starts with usage-based billing. Without an optional Success Package, you use Usage only. Usage-based charges remain active when you add a Success Package or add-ons. A Success Package adds support, service commitments, and higher included limits. Add-ons increase individual capabilities without replacing usage-based billing or your Success Package. @@ -23,20 +23,20 @@ To review costs for a completed call, open its [call log](/observability/logs/ca With Usage only, you pay a per-minute hosting fee, plus the model, voice, transcriber, and telephony costs for each call. -Usage only includes the documentation, peer-to-peer help from the Vapi Discord community, and the base limits shown in [What's included](#whats-included). +Usage only includes the documentation, peer-to-peer help from the Vapi Discord community, email support without a response service-level agreement, and the base limits shown in [What's included](#whats-included). -Every minute your assistants run is billed. Usage only does not include a response or uptime service-level agreement. Vapi support starts with Core. +Every minute your assistants run is billed. Usage only does not include a response or uptime service-level agreement. A response service-level agreement starts with Core. ## Success Packages -A Success Package is an optional subscription that complements usage-based billing. It does not change how usage is billed. It adds higher support, service commitments, larger capacity, and compliance and governance options. +A Success Package is an optional package added to a subscription. It does not change how usage is billed. It adds higher support, service commitments, larger capacity, and compliance and governance options. The package applies to every organization in the subscription. Those organizations share the subscription's concurrent call lines. Usage-based billing remains active when you add Core, Pro, or Premier. -| Plan or package | Support | Service commitments | How to get it | +| Billing option | Support | Service commitments | How to get it | | --- | --- | --- | --- | -| **Usage only** | Documentation and peer-to-peer Discord community | No response or uptime service-level agreement | Included with every subscription | -| **Core** | Everything in Usage, plus email support | Two-business-day response service-level agreement | Buy in the Dashboard | +| **Usage only** | Documentation, peer-to-peer Discord community, and email support | No response or uptime service-level agreement | Included with every subscription | +| **Core** | Everything in Usage | Two-business-day response service-level agreement | Buy in the Dashboard | | **Pro** | Everything in Core, plus a dedicated Slack channel | One-business-day response and 99% uptime service-level agreements | Buy in the Dashboard | | **Premier** | Everything in Pro, plus a named support team | One-hour P0 response and 99.9% uptime service-level agreements | Contact Sales | @@ -44,7 +44,7 @@ Core has a fixed monthly price. Pro pricing scales with Vapi hosting spend and h ## What's included -Usage only and each Success Package include the limits and capabilities below. For current prices, see the [Vapi pricing page](https://vapi.ai/pricing). +Under the current pricing model, Usage only and each Success Package include the limits and capabilities below. For current prices, see the [Vapi pricing page](https://vapi.ai/pricing). | Included | Usage only | Core | Pro | Premier | | --- | --- | --- | --- | --- | diff --git a/fern/billing/purchase-call-concurrency.mdx b/fern/billing/purchase-call-concurrency.mdx index d33ff6603..f5c781cc8 100644 --- a/fern/billing/purchase-call-concurrency.mdx +++ b/fern/billing/purchase-call-concurrency.mdx @@ -6,10 +6,10 @@ slug: billing/purchase-call-concurrency --- -If your Dashboard shows **Packages & add-ons**, see [Manage Success Packages and add-ons](/billing/manage-packages-and-add-ons) instead. +This page applies to accounts on the legacy pay-as-you-go model whose Dashboard shows **Billing & Add-Ons**. Each organization in this model has its own subscription and concurrency limit. If your Dashboard shows **Packages & add-ons**, see [Manage Success Packages and add-ons](/billing/manage-packages-and-add-ons) instead. -Purchase call concurrency when your organization needs to run more simultaneous calls than its plan includes. +Purchase call concurrency when your organization needs to run more simultaneous calls than its subscription includes. ## How call lines affect concurrency @@ -32,7 +32,7 @@ All inbound and outbound calls share the organization's capacity. A campaign's * In **Add-ons**, find **Reserved concurrency (call lines)**. Enter the total number of add-on call lines you want the organization to have. - This value represents purchased call lines, not the organization's total concurrency. For example, if the plan includes 10 calls and you enter `5`, the organization has 15 call lines after the purchase. + This value represents purchased call lines, not the organization's total concurrency. For example, if the subscription includes 10 calls and you enter `5`, the organization has 15 call lines after the purchase. Reserved concurrency call-line field used to purchase call concurrency in Billing and Add-Ons diff --git a/fern/calls/call-concurrency.mdx b/fern/calls/call-concurrency.mdx index f5cc3b2d1..d44c21cde 100644 --- a/fern/calls/call-concurrency.mdx +++ b/fern/calls/call-concurrency.mdx @@ -19,6 +19,10 @@ Call concurrency represents how many Vapi calls can be active at the same time. Usage only or your Success Package determines how many concurrent call slots your subscription includes. When all slots are busy, you cannot start an outbound call or accept an inbound call until a slot becomes available. See [Pricing and Success Packages](/billing/pricing-and-success-packages#whats-included) for the included limits. + +Call concurrency is always measured at the subscription level. Organizations in the same subscription share its concurrency; under the legacy pay-as-you-go model, each organization has its own subscription and a separate limit. + + Rarely hit concurrency caps unless traffic surges (launches, seasonal spikes). @@ -50,7 +54,7 @@ Usage only and your optional Success Package determine the concurrency included ## View concurrency in call responses -When you create a call with `POST /call`, the response includes a `subscriptionLimits` object that shows the current state of your account. +When you create a call with `POST /call`, the response includes a `subscriptionLimits` object that shows the current state of your subscription. ### Example request @@ -82,8 +86,8 @@ curl 'https://api.vapi.ai/call' \ ### Field reference - **`concurrencyBlocked`** — `true` if the call could not start because all slots were full. -- **`concurrencyLimit`** — Total concurrent call slots currently available to your org. -- **`remainingConcurrentCalls`** — How many slots were open at the time you created the call. +- **`concurrencyLimit`** — Total concurrent call slots currently available to your subscription. +- **`remainingConcurrentCalls`** — How many subscription slots were open at the time you created the call. Build monitoring around these values to alert when you approach the cap. diff --git a/fern/calls/call-ended-reason.mdx b/fern/calls/call-ended-reason.mdx index 24a29ce78..1cef5d017 100644 --- a/fern/calls/call-ended-reason.mdx +++ b/fern/calls/call-ended-reason.mdx @@ -46,9 +46,9 @@ These occur before the call connects, during resource setup. - `call.start.error-subscription-insufficient-credits` — Not enough credits to start the call. Add credits or enable auto-reload. - `call.start.error-subscription-wallet-does-not-exist` — No billing wallet found for the subscription. Contact [support](/support). - `call.start.error-subscription-upgrade-failed` — An automatic subscription upgrade attempt failed. -- `call.start.error-subscription-concurrency-limit-reached` — You've hit the maximum number of simultaneous calls for your plan. Upgrade your plan or wait for an active call to end. +- `call.start.error-subscription-concurrency-limit-reached` — You've reached your subscription's concurrent call limit. Increase its [concurrency capacity](/calls/call-concurrency#increase-your-concurrency-limit) or wait for an active call to end. - `call.start.error-fraud-check-failed` — The call was blocked by Vapi's fraud detection system. -- `call.start.error-enterprise-feature-not-available-recording-consent` — Recording consent requires the Premier plan. +- `call.start.error-enterprise-feature-not-available-recording-consent` — Recording consent requires the Premier Success Package. ### Resource resolution diff --git a/fern/calls/call-queue-management.mdx b/fern/calls/call-queue-management.mdx index 22a021887..908704129 100644 --- a/fern/calls/call-queue-management.mdx +++ b/fern/calls/call-queue-management.mdx @@ -644,7 +644,7 @@ Redis is required for this implementation. Ensure your Redis instance is properl **Check these items:** - - `MAX_CONCURRENCY` setting is appropriate for your Vapi plan + - `MAX_CONCURRENCY` setting is appropriate for your subscription's concurrency limit - Redis counters are accurate (compare with actual Twilio queue) - No errors in Vapi TwiML generation diff --git a/fern/calls/troubleshoot-call-errors.mdx b/fern/calls/troubleshoot-call-errors.mdx index 721097550..0aa4733d8 100644 --- a/fern/calls/troubleshoot-call-errors.mdx +++ b/fern/calls/troubleshoot-call-errors.mdx @@ -56,7 +56,7 @@ This guide explains errors by symptom. For a complete reference of every `endedR |---|---|---| | `call.start.error-subscription-frozen` | Payment failed, subscription frozen | Update payment method in [dashboard](https://dashboard.vapi.ai/) | | `call.start.error-subscription-insufficient-credits` | Not enough credits | Add credits or enable auto-reload | - | `call.start.error-subscription-concurrency-limit-reached` | Too many simultaneous calls | Upgrade plan or wait for active calls to end | + | `call.start.error-subscription-concurrency-limit-reached` | Too many simultaneous calls | Increase [concurrency capacity](/calls/call-concurrency#increase-your-concurrency-limit) or wait for active calls to end | | `call.start.error-fraud-check-failed` | Blocked by fraud detection | Contact [support](/support) | | `call.start.error-subscription-wallet-does-not-exist` | No billing wallet found | Contact [support](/support) | diff --git a/fern/chat/quickstart.mdx b/fern/chat/quickstart.mdx index 4a3a8f80b..e2e274f1a 100644 --- a/fern/chat/quickstart.mdx +++ b/fern/chat/quickstart.mdx @@ -308,18 +308,18 @@ We'll create a customer support chat for "TechFlow", a software company that wan ## Troubleshooting -The Chat API returns HTTP `402` when a usage-based organization does not meet a billing requirement. Use the message to identify the required action. +The Chat API returns HTTP `402` when a usage-based subscription does not meet a billing requirement. Use the message to identify the required action. | Message | What it means | What to do | | --- | --- | --- | -| `Add a payment method to use chat. Pay-as-you-go orgs require a card on file.` | The organization does not have a saved payment method. | [Add a payment method](/billing/manage-billing-and-credits). | -| `Purchase credits to use chat. New pay-as-you-go orgs require a completed payment.` | The usage-based subscription is less than 30 days old and the organization has no completed payment. | [Buy credits](/billing/manage-billing-and-credits) or complete another purchase. Adding a card does not count as a payment. | +| `Add a payment method to use chat. Pay-as-you-go orgs require a card on file.` | The subscription does not have a saved payment method. | [Add a payment method](/billing/manage-billing-and-credits). | +| `Purchase credits to use chat. New pay-as-you-go orgs require a completed payment.` | The usage-based subscription is less than 30 days old and has no completed payment. | [Buy credits](/billing/manage-billing-and-credits) or complete another purchase. Adding a card does not count as a payment. | ## Frequently asked questions - Every usage-based organization needs a saved payment method. During the subscription's first 30 days, the organization must also have completed a payment. Enterprise plans do not have these requirements. + Every usage-based subscription needs a saved payment method. During its first 30 days, it must also have completed a payment. Enterprise plans do not have these requirements. @@ -331,11 +331,11 @@ The Chat API returns HTTP `402` when a usage-based organization does not meet a - No. One completed payment permanently satisfies the requirement for the organization. The payment does not need to be recent or recurring. + No. One completed payment permanently satisfies the requirement for the subscription. The payment does not need to be recent or recurring. - The completed-payment requirement ends when the usage-based subscription reaches 30 days old. The organization still needs a saved payment method to use chat. + The completed-payment requirement ends when the usage-based subscription reaches 30 days old. The subscription still needs a saved payment method to use chat. diff --git a/fern/chat/sms-chat.mdx b/fern/chat/sms-chat.mdx index 11824de58..6fe976ccd 100644 --- a/fern/chat/sms-chat.mdx +++ b/fern/chat/sms-chat.mdx @@ -23,10 +23,10 @@ SMS chat requires a **10DLC-approved Twilio number**. Only customers can initiat * A [Vapi account](https://dashboard.vapi.ai/) with an existing assistant * A **10DLC-approved Twilio phone number** (required for assistant responses) * Basic understanding of phone number management -* A **saved payment method** for a usage-based organization +* A **saved payment method** for a usage-based subscription -SMS replies use the Chat API and follow its billing requirements. Usage-based organizations need a saved payment method and, if they are less than 30 days old, one completed payment. Without these, Vapi receives the inbound SMS message and creates a session but does not send a reply or show an error in the Dashboard. Voice calls are not affected. See [Chat troubleshooting](/chat/quickstart#troubleshooting) and [Manage billing and credits](/billing/manage-billing-and-credits). +SMS replies use the Chat API and follow its billing requirements. Usage-based subscriptions need a saved payment method and, if they are less than 30 days old, one completed payment. Without these, Vapi receives the inbound SMS message and creates a session but does not send a reply or show an error in the Dashboard. Voice calls are not affected. See [Chat troubleshooting](/chat/quickstart#troubleshooting) and [Manage billing and credits](/billing/manage-billing-and-credits). --- diff --git a/fern/issue-reporting.mdx b/fern/issue-reporting.mdx index beb19d871..754a629e2 100644 --- a/fern/issue-reporting.mdx +++ b/fern/issue-reporting.mdx @@ -36,7 +36,7 @@ We handle three main categories of issues. Choose the appropriate category and f icon="user" href="#account-related-issues" > - Login problems, account upgrades, billing issues, or verification needs. + Login problems, Success Package changes, billing issues, or verification needs. @@ -168,7 +168,7 @@ For issues related to your account, billing, login, or organization settings, pr ``` Email: user@example.com Organization ID: c6fba1b9-3e07-429e-b265-4ce3bbef1627 -Issue: Unable to upgrade to the Pro plan - payment processing fails +Issue: Unable to upgrade to the Pro Success Package - payment processing fails Error message: "Payment method declined" Screenshot: [attached] ``` @@ -183,7 +183,7 @@ Use this checklist to ensure you're providing the right information for your iss | Call connection failures | Call ID only | | Dashboard/UI issues | Screen recording, browser info, steps to reproduce, console errors | | Login or authentication | Email address, screenshots of errors | -| Account upgrades or billing | Organization ID, email address, error screenshots | +| Success Package changes or billing | Organization ID, email address, error screenshots | | Feature requests | Detailed description of desired functionality | ## Best Practices diff --git a/fern/outbound-campaigns/build-personalized-appointment-campaign.mdx b/fern/outbound-campaigns/build-personalized-appointment-campaign.mdx index c1b7e9a30..23411b943 100644 --- a/fern/outbound-campaigns/build-personalized-appointment-campaign.mdx +++ b/fern/outbound-campaigns/build-personalized-appointment-campaign.mdx @@ -105,7 +105,7 @@ For more formatting rules and limits, see [Campaign contact data](/outbound-camp - Set **Max concurrency** to the maximum number of calls this campaign may have active at once. Start with a low value while testing; the campaign shares your organization's total [call concurrency](/calls/call-concurrency) with other calls. + Set **Max concurrency** to the maximum number of calls this campaign may have active at once. Start with a low value while testing; the campaign shares the subscription's total [call concurrency](/calls/call-concurrency) with calls from every organization in that subscription. On **Contacts**, upload `appointment-reminders.csv`. Confirm that each name and phone number appears in the preview. Additional columns are passed to the assistant even though they are not displayed in the preview. diff --git a/fern/outbound-campaigns/overview.mdx b/fern/outbound-campaigns/overview.mdx index 21bc0c992..fe57824e7 100644 --- a/fern/outbound-campaigns/overview.mdx +++ b/fern/outbound-campaigns/overview.mdx @@ -18,7 +18,7 @@ Every campaign combines four parts: 3. **Contacts:** The people to call and any values used to personalize their conversations. 4. **Schedule:** When dialing starts, when it must stop, and how many calls the campaign can place concurrently. -When the campaign starts, contacts begin in a pending state. Vapi dispatches calls as capacity becomes available, up to the campaign's **Max concurrency** and your organization's available [call concurrency](/calls/call-concurrency). +When the campaign starts, contacts begin in a pending state. Vapi dispatches calls as capacity becomes available, up to the campaign's **Max concurrency** and the [call concurrency](/calls/call-concurrency) available to your subscription. Each contact is processed independently. A completed campaign therefore contains a result for each contact rather than one result for the campaign as a whole. @@ -76,11 +76,11 @@ The `number` and `name` columns have dedicated contact fields. Vapi also makes ` ## Control maximum call concurrency -**Max concurrency** limits how many calls this campaign can have active at once. It does not reserve capacity exclusively for the campaign or increase your organization's total concurrency. +**Max concurrency** limits how many calls this campaign can have active at once. It does not reserve capacity exclusively for the campaign or increase your subscription's total concurrency. -For example, if the campaign limit is 10 but only four organization concurrency slots are available, the campaign can start up to four calls. Other calls in your organization use the same pool of concurrency slots. +For example, if the campaign limit is 10 but only four subscription concurrency slots are available, the campaign can start up to four calls. Calls from every organization in the subscription use the same pool of concurrency slots. -Calls that cannot start immediately wait for capacity during the campaign's execution window. Review [call concurrency](/calls/call-concurrency) before launching a high-volume campaign. If the organization needs more simultaneous capacity, [purchase additional call lines](/billing/manage-packages-and-add-ons#buy-capacity-add-ons). +Calls that cannot start immediately wait for capacity during the campaign's execution window. Review [call concurrency](/calls/call-concurrency) before launching a high-volume campaign. To add more simultaneous capacity to the subscription, [purchase additional call lines](/billing/manage-packages-and-add-ons#buy-capacity-add-ons). ## Review campaign results @@ -112,7 +112,7 @@ Contacts that were skipped or failed before dialing do not have a call ID or cal Review caller identification, trusted calling, and outbound-call requirements. - Learn how active calls share your organization's concurrency capacity. + Learn how active calls share your subscription's concurrency capacity. Buy capacity add-ons to add more simultaneous call lines. diff --git a/fern/outbound-campaigns/quickstart.mdx b/fern/outbound-campaigns/quickstart.mdx index d6db769be..b33333d31 100644 --- a/fern/outbound-campaigns/quickstart.mdx +++ b/fern/outbound-campaigns/quickstart.mdx @@ -96,7 +96,7 @@ answer. Enter `Appointment reminders` as the **Campaign name**. Under **Phone Number**, select the number that should place the calls. - Under **Who makes the calls**, select **Assistant**, then choose the assistant you prepared. Keep **Max concurrency** at a value within your organization's available capacity. + Under **Who makes the calls**, select **Assistant**, then choose the assistant you prepared. Keep **Max concurrency** at a value within your subscription's available capacity. Campaign Details step with fields for the campaign name, phone number, caller, and max concurrency diff --git a/fern/outbound-campaigns/scheduling-and-lifecycle.mdx b/fern/outbound-campaigns/scheduling-and-lifecycle.mdx index 9db44257e..fc161e5ec 100644 --- a/fern/outbound-campaigns/scheduling-and-lifecycle.mdx +++ b/fern/outbound-campaigns/scheduling-and-lifecycle.mdx @@ -75,22 +75,22 @@ For both timing modes, Vapi may continue retrying contacts for up to one hour wh - **Handle unknown locations conservatively.** If you cannot determine a recipient's time zone, use a window that is safe across the possible locations or exclude the contact until you have better data. - **Account for daylight saving changes.** Select a named time zone in the Dashboard and verify campaigns scheduled near a clock change. Avoid calculating local time with a fixed UTC offset. - **Leave enough time to dispatch the audience.** Estimate the number and typical duration of calls that can run within the window at your selected concurrency. Add capacity for longer calls and delayed concurrency instead of scheduling the end time immediately after the expected finish. -- **Avoid unnecessary overlap.** Campaigns share your organization's concurrency with other inbound and outbound calls. Overlapping campaigns can delay dispatch and leave contacts uncalled when a window closes. +- **Avoid unnecessary overlap.** Campaigns share their subscription's concurrency with other inbound and outbound calls from every organization in the subscription. Overlapping campaigns can delay dispatch and leave contacts uncalled when a window closes. - **Check eligibility against your source system.** Connect a [pre-dial webhook](/outbound-campaigns/webhooks#filter-contacts-before-dialing) to your CRM or other system of record. Immediately before dialing, it can confirm that the contact is still eligible based on current consent, suppression status, account state, time zone, or other business rules. Return `eligible: false` to skip a contact whose status has changed since the campaign was scheduled. - **Review duplicated schedules.** A duplicate is a new campaign. Confirm its time zone, start and end times, audience, and calling requirements before launch. ## Set campaign concurrency -**Max concurrency** is the maximum number of calls this campaign can place at the same time. Its effective capacity is also bounded by the concurrency currently available to your organization. +**Max concurrency** is the maximum number of calls this campaign can place at the same time. Its effective capacity is also bounded by the concurrency currently available to your subscription. ```text active campaign calls <= campaign max concurrency -active organization calls <= organization concurrency limit +active subscription calls <= subscription concurrency limit ``` -Campaign calls share organization capacity with other inbound and outbound calls. Setting **Max concurrency** to 10 does not reserve 10 slots for the campaign. If other calls are active, the campaign uses only the slots that remain. +Campaign calls share subscription capacity with other inbound and outbound calls. Setting **Max concurrency** to 10 does not reserve 10 slots for the campaign. If other calls are active, the campaign uses only the slots that remain. -See [call concurrency](/calls/call-concurrency) to understand how capacity is shared. When the organization needs more simultaneous calls, [purchase additional call lines](/billing/manage-packages-and-add-ons#buy-capacity-add-ons) from the Dashboard. +See [call concurrency](/calls/call-concurrency) to understand how capacity is shared. To add more simultaneous capacity to the subscription, [purchase additional call lines](/billing/manage-packages-and-add-ons#buy-capacity-add-ons) from the Dashboard. ## Manage campaigns diff --git a/fern/phone-numbers/inbound-sms.mdx b/fern/phone-numbers/inbound-sms.mdx index b0c2d31c5..01d209346 100644 --- a/fern/phone-numbers/inbound-sms.mdx +++ b/fern/phone-numbers/inbound-sms.mdx @@ -24,7 +24,7 @@ When enabled, Vapi configures the Twilio Messaging webhook on your number so inb - **Twilio number in the US** - **SMS capability enabled** on that number (in Twilio and in Vapi) - **US-to-US** messaging only -- **Usage-based billing:** Usage-based organizations need a saved payment method and, if they are less than 30 days old, one completed payment. Without these, Vapi receives the inbound SMS message and creates a session but does not send a reply or show an error. See [Chat troubleshooting](/chat/quickstart#troubleshooting). +- **Usage-based billing:** Usage-based subscriptions need a saved payment method and, if they are less than 30 days old, one completed payment. Without these, Vapi receives the inbound SMS message and creates a session but does not send a reply or show an error. See [Chat troubleshooting](/chat/quickstart#troubleshooting). ## Set up from the Dashboard diff --git a/fern/security-and-privacy/sso.mdx b/fern/security-and-privacy/sso.mdx index 6e773e7d6..142e30a94 100644 --- a/fern/security-and-privacy/sso.mdx +++ b/fern/security-and-privacy/sso.mdx @@ -39,4 +39,4 @@ Use **Editor** to give developers full build and test access without exposing bi ## Need help? -To enable SSO or ask about configuration, [contact our sales team](/billing/pricing-and-success-packages#buy-a-success-package). If you already have an Enterprise plan or Premier, contact your account team. +To enable SSO or ask about configuration, [contact our sales team](/billing/pricing-and-success-packages#buy-a-success-package). If you already have an Enterprise plan or the Premier Success Package, contact your account team. diff --git a/fern/snippets/faq-snippet.mdx b/fern/snippets/faq-snippet.mdx index 2ba50f569..4a2d34d13 100644 --- a/fern/snippets/faq-snippet.mdx +++ b/fern/snippets/faq-snippet.mdx @@ -60,7 +60,7 @@ Yes, volume pricing is available as you scale. See the [Vapi pricing page](https -Absolutely. Our platform is built to handle high concurrency, and 1000+ concurrent sessions is well within our capacity. We've designed our infrastructure to scale horizontally, ensuring reliable performance even during peak usage periods. For enterprise customers with specific scaling needs, we can discuss custom solutions. +Absolutely. Vapi is built to support high-volume workloads. Daily session volume and concurrency are separate: your subscription's [concurrent call lines](/calls/call-concurrency) determine how many calls can run at once, and organizations in the same subscription share that capacity. You can add concurrent call lines for more capacity or contact Sales about Premier for custom limits. diff --git a/fern/support.mdx b/fern/support.mdx index dcdf7da48..c0debe188 100644 --- a/fern/support.mdx +++ b/fern/support.mdx @@ -1,20 +1,24 @@ --- title: Support -subtitle: Find the support included with your Success Package, submit feedback, and browse additional resources +subtitle: Find support channels, response commitments, feedback options, and additional resources slug: support -description: Get help with your Vapi projects through the Discord developer community and the support channels included with your Success Package. +description: Get help with your Vapi projects through the Discord developer community, email support, and the channels included with Success Packages. --- + +The Success Package details on this page apply to subscriptions using the current pricing model. If you use legacy pricing, your existing support terms continue to apply. + + ## Support options -Your Vapi support channels and response commitments depend on your Success Package. Without a Success Package, you have the documentation and peer-to-peer help from the Vapi Discord community. See [Pricing and Success Packages](/billing/pricing-and-success-packages) for the support and service-level agreements included with each package. +Your support channels and response commitments depend on your subscription's billing option. Without a Success Package, Usage only includes documentation, peer-to-peer help from the Vapi Discord community, and email support without a response service-level agreement. A Success Package applies to every organization in the subscription. See [Pricing and Success Packages](/billing/pricing-and-success-packages) for the support and service-level agreements included with each billing option. - Peer-to-peer help from other Vapi developers, open to everyone. For a response from Vapi, use the support channels included with Core, Pro, and Premier. + Peer-to-peer help from other Vapi developers, open to everyone. - Email support is included with Core, Pro, and Premier. + Email support is included with Usage only, Core, Pro, and Premier. Core and higher include a response service-level agreement. Pro and Premier include a dedicated Slack channel for direct access to the Vapi team. diff --git a/fern/workflows/legacy-migration.mdx b/fern/workflows/legacy-migration.mdx index 93d0a51c4..c628385ea 100644 --- a/fern/workflows/legacy-migration.mdx +++ b/fern/workflows/legacy-migration.mdx @@ -220,6 +220,6 @@ If anything looks off, fix it manually using the steps below. - See [Support](/support) for the channels available with your Success Package. + See [Support](/support) for the channels available with your billing option.