EngageCRM featuring Conversation Engine
– Usage & Billing Policy

Last Revised: April 17, 2019

1. Definition of “Nudge”

For billing purposes, Nudges are a “currency” reflecting the cost of various communication actions using the Engage Conversation Engine. These actions include Phone Calls, Text Messaging via SMS or MMS, Ringless Voicemail Drops, and autonomous Action Plan events. Each separate action, whether initiated manually, using the EngageCRM Call-Assist features, or as part of an autonomous Conversation Sequence, is assessed a Nudge cost as described below.

2. Usage & Billing

All EngageCRM Conversation Engine service plans include a monthly allotment of Nudges, which can be used in combination for various communication actions. Please refer to your plan description for the Nudge allotment applicable to the plan. “Pay-per-Use” service does not include a monthly Nudge allotment – you are charged for the total number of Nudges used during the applicable billing cycle.

Even after you’ve used up your monthly Nudge allotment, you may continue to use Conversation Engine, but you will be charged an additional overage fee for each Nudge until the end of the current billing cycle. Please refer to your plan description for the overage fee applicable to the plan.

We encourage you to monitor your own usage proactively. Your EngageCRM dashboard provides a link to your up-to-date usage statistics. To help manage your usage, we may send an email (to the email address on your account) notifying you that you are close to exceeding your monthly Nudges. You should not rely on such notifications as they may not arrive in time to notify you of any overage. After you have reached the maximum allotment, we may send you further notifications advising you of the additional Nudge fees, and a summary of these charges at the end of the billing cycle.

3. Optional Nudge Limit

If you wish, you may use the EngageCRM settings to set a monthly Nudge Limit. Once you have reached this limit, all autonomous Conversation Sequences and Action Plans will be paused, and when attempting to send messages manually you will receive a warning message. This will remain in effect until the end of the current billing cycle. Note that all Conversation Sequences and Action Plans will remain paused and must be reactivated when the next billing cycle begins.

If you wish to continue using Conversation Engine on reaching your Nudge Limit, you have two options: 1. Upgrade your service plan and use the additional Nudges included; or 2. Remove the Nudge Limit and continue subject to the applicable overage charges of your current plan.

4. Regulatory Compliance

You are strongly advised to review our Regulatory Compliance Summary (documentation available in the Help section of your SuccessWebsite Command Center) and to consult your own legal representation to understand your responsibilities when using EngageCRM. In particular, you must not message anyone for whom you cannot establish consent or other legal grounds for contact. If your use of EngageCRM is found to be non-compliant or unlawful, ConsulNet Computing Inc. (“ConsulNet”) may, at its option, suspend or terminate your service. Regulatory Compliance is a condition of your SuccessWebsite Terms of Service.

ConsulNet does not tolerate spam, and our systems monitor unsubscribe and spam reporting activity. If atypical activity is detected, ConsulNet may, at its option, suspend or terminate your service. Where reasonable, ConsulNet will provide you with notice of improper usage before suspension or termination of your service.

5. Phone Calls

There are three types of Phone Calls possible with EngageCRM Conversation Engine. These are:

  1. System Calls, where you connect your personal phone to the EngageCRM system (e.g. when you click the “GO” button in EngageCRM Call-Assist);
  2. Outbound Calls, where the system connects you to a prospect/client; and
  3. Inbound Calls, where a prospect/client calls your EngageCRM Virtual Number and the system puts the call through to you.

For each type of Call, a duration between 10 seconds and 10 minutes is charged as 1 Nudge. Every additional 10 minutes are charged an additional 1 Nudge. Calls of less than 10 seconds duration are not charged.

During System and Outbound Calls, you can initiate communication actions such as dropping a ringless voicemail or sending a pre- or post-call text message. These actions are charged in addition to the duration charges for the current Call.

EngageCRM is not intended to replace your office phone system. You are not advised to advertise your EngageCRM Virtual Number or promote it as a general phone number for your business. Be aware that over time, Inbound Calls to your Virtual Number may increase due to previous contact with leads. You may wish to notify your leads to contact your regular phone system to avoid excessive Inbound Calls to your EngageCRM Virtual Number.

Fair Usage. Voice services are provided for live dialog between two individuals. If your use of our voice services is deemed to have a negative impact on ConsulNet and everyone’s ability to use EngageCRM, ConsulNet may, at its option, suspend or terminate your service, change your plan to one with a higher monthly allotment of Nudges, or charge you additional per-minute call fees. This includes, but is not limited to:

  • Voice usage (System, Outbound, or Inbound) that grossly exceeds the average typical EngageCRM usage.
  • Voice calls that are deemed to have abnormal durations. Abnormally long calls may be disconnected and require a re-dial after a set duration.
  • Voice calls made to or from abnormal or atypical locations.

Where reasonable, ConsulNet will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, ConsulNet may offer you an alternative plan.

Our services and plans are designed for you to use predominantly in your local calling area. If your usage of our voice services exceeds a reasonable amount of long distance calling, ConsulNet may charge you additional per-minute call fees. Please contact us to review plans and pricing if your business involves frequent contact with leads outside your local calling area.

6. Text Messaging (SMS and MMS)

All incoming and outgoing text messages to/from your EngageCRM Virtual Number are charged Nudges as follows:

  • A single text message via SMS protocol of 160 characters or less is charged as 1 Nudge.
  • Per standard protocol, an SMS message longer than 160 characters will be broken down into separate messages of up to 153 characters each, and each separate message is charged as 1 Nudge.
  • As a premium data service, a single message via MMS protocol is charged as 2 Nudges.

You are not advised to advertise your EngageCRM Virtual Number or promote it as a general text messaging number for your business.

Fair Usage. If your use of our text messaging services grossly exceeds average typical EngageCRM usage, ConsulNet may, at its option, suspend or terminate your service, or change your plan to one with a higher monthly allotment of Nudges. Where reasonable, ConsulNet will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, ConsulNet may offer you an alternative plan.

7. Email

  • A single outgoing email message is charged as 1 Nudge, when sent as part of an Outbound Call Plan, autonomous Conversation Sequence, or Action Plan.
  • Outgoing email sent through EngageCRM manually, or as part of a follow-up drip email plan (“E-Plan”), is NOT charged toward your Nudge allotment. 
  • Incoming email messages are NOT charged toward your Nudge allotment.

Fair Usage. If your use of our email services grossly exceeds average typical EngageCRM usage, ConsulNet may, at its option, suspend or terminate your service, or change your plan to one with a higher monthly allotment of Nudges. Where reasonable, ConsulNet will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, ConsulNet may offer you an alternative plan.

8. Ringless Voicemail

  • A Ringless Voicemail Drop is charged as 1 Nudge, whether initiated manually during an Outbound Call, or as part of an autonomous Conversation Sequence or Action Plan.

Fair Usage. If your use of our ringless voicemail services grossly exceeds average typical EngageCRM usage, ConsulNet may, at its option, suspend or terminate your service, or change your plan to one with a higher monthly allotment of Nudges. Where reasonable, ConsulNet will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, ConsulNet may offer you an alternative plan.

9. Action Plan Tasks

  • Action Plan Tasks are NOT charged as Nudges.