Pricing Model
Exotel uses a usage-based pricing model where you pay only for what you use. Voice calls are billed per pulse, SMS messages are billed per message, and recurring services are billed monthly.
Voice Call Pricing​
Pulse-Based Billing​
Voice calls are charged in pulses -- fixed time intervals that represent the minimum billable unit. The pulse duration depends on your plan and the type of call.
| Call Type | Default Pulse Duration | Billing Trigger |
|---|---|---|
| Outbound API calls | 60 seconds | When the callee answers |
| Inbound calls | 60 seconds | When the call is connected |
| Click-to-call | 60 seconds per leg | When each leg connects |
| Campaign calls | 60 seconds | When the callee answers |
If your pulse duration is 60 seconds:
- A 30-second call = 1 pulse charged
- A 60-second call = 1 pulse charged
- A 61-second call = 2 pulses charged
- A 120-second call = 2 pulses charged
- A 121-second call = 3 pulses charged
The formula: Pulses = CEIL(call_duration / pulse_duration)
What Is Billable​
| Scenario | Billable? | Notes |
|---|---|---|
| Call answered and conversation happens | Yes | Charged from answer to hangup |
| Call rings but not answered | No | No charge for unanswered calls |
| Call goes to voicemail (carrier) | Depends | Charged if carrier answers on behalf |
| Call fails (network error) | No | No charge for failed calls |
| IVR navigation before agent connect | Yes | IVR time is billable |
| Hold time during a call | Yes | Hold duration counts toward billing |
| Call recording | No extra charge | Included in the per-pulse rate |
Per-Pulse Rate Calculation​
Your per-pulse rate depends on:
- Plan type -- Starter, Growth, or Enterprise
- Call direction -- Inbound vs. outbound
- Number type -- Landline, mobile, or toll-free
- Destination -- Domestic or international
Example calculation:
Call duration: 3 minutes 15 seconds (195 seconds)
Pulse duration: 60 seconds
Pulses charged: CEIL(195 / 60) = 4 pulses
Per-pulse rate: INR 0.50
Total charge: 4 x INR 0.50 = INR 2.00
Two-Leg Call Billing​
For click-to-call (connect two numbers) scenarios, both legs are billed independently:
Leg A: Your agent answers → Agent talk time billed
Leg B: Customer answers → Customer talk time billed
Total cost = (Leg A pulses x rate) + (Leg B pulses x rate)
Use the Voice API Call Details endpoint to retrieve the exact pulse count and cost for any call. The response includes Price and Legs fields with per-leg billing details.
SMS Pricing​
Per-Message Rates​
SMS messages are billed per message submitted, with rates varying by type and route:
| SMS Type | Rate Range (INR) | DND Delivery | Time Restriction |
|---|---|---|---|
| Transactional | 0.15 -- 0.25 | Delivered | None (24/7) |
| Promotional | 0.12 -- 0.20 | Blocked | 9 AM -- 9 PM only |
| OTP / Service Implicit | 0.12 -- 0.20 | Delivered | None (24/7) |
Rates shown above are indicative. Actual rates depend on your plan and any volume commitments. Contact your account manager or check the dashboard for your exact rates.
Long SMS and Concatenation​
Standard SMS supports 160 characters (GSM-7 encoding) or 70 characters (Unicode/UCS-2). Messages exceeding these limits are split into multiple segments:
| Encoding | Single SMS Limit | Concatenated Part Size | Example |
|---|---|---|---|
| GSM-7 (English, basic Latin) | 160 characters | 153 characters per part | 320 chars = 3 parts |
| UCS-2 (Unicode, Hindi, etc.) | 70 characters | 67 characters per part | 150 chars = 3 parts |
Each concatenated part is billed as a separate SMS.
SMS Billing Events​
| Event | Charged? | Notes |
|---|---|---|
| Message submitted to carrier | Yes | Charged at submission |
| Message delivered to handset | No extra charge | Delivery confirmation is free |
| Message failed at carrier | Yes | Charge applies even if delivery fails |
| Message blocked by DND | Yes | Promotional SMS blocked by DND is still charged |
| Message rejected by DLT | No | Template/entity validation failures are not charged |
ExoPhone Rental Pricing​
| Number Type | Monthly Rental (Indicative) | Setup Fee |
|---|---|---|
| Landline | INR 500 -- 1,000 | Varies |
| Mobile | INR 500 -- 1,000 | Varies |
| Toll-Free | INR 1,500 -- 3,000 | Varies |
| Vanity Number | Premium pricing | Varies |
ExoPhone rentals are charged on the activation anniversary date each month. If a number is purchased on the 15th, rental renews on the 15th of each subsequent month.
WhatsApp Pricing​
WhatsApp messages follow Meta's conversation-based pricing model. A conversation is a 24-hour window triggered by either a business-initiated or user-initiated message.
| Conversation Type | Description | Rate (Indicative) |
|---|---|---|
| Utility | Transaction updates, account alerts | INR 0.30 -- 0.50 |
| Authentication | OTPs and verification codes | INR 0.30 -- 0.50 |
| Marketing | Promotional messages, offers | INR 0.70 -- 1.00 |
| Service | User-initiated conversations | Free (first 1,000/month) |
See the WhatsApp API documentation for detailed pricing and conversation rules.
Understanding Your Bill​
Your monthly invoice includes the following line items:
- Voice usage -- Total pulses consumed, broken down by call type
- SMS usage -- Total messages sent, broken down by SMS type
- ExoPhone rentals -- Monthly rental for each active virtual number
- WhatsApp conversations -- Conversation charges by category
- Contact Center seats -- Per-agent monthly license fees
- Add-on services -- Any additional features or premium services
- Taxes -- GST at 18% on the total amount
See Invoices for details on accessing and downloading your monthly bills.