N2P AI Agent (Virtual Agent as a Service)
Documentation

Service Restrictions

• Unused Interaction Credits will expire at the end of the month, regardless of when they are purchased.
• Some versions of the N2P AI Agent have the option of enabling overages.
  • If you have the option of enabling overages on your account, you may do so at any time, and when your Interaction Credit limit is reached, you will be charged an overage rate of $0.015 per Interaction Credit used.
  • If you enable overages, but reach the overages credit limit, the N2P AI Agent will no longer function and you must contact Customer Support to request an increase to the overages credit limit or wait until the plan is renewed at the beginning of the next month.
  • If you do not choose to enable overages or do not have the option of enabling overages, then once the Interaction Credits limit for the month is reached, you must purchase a new higher tier monthly plan for that month or the N2P AI Agent will no longer function until new Interaction Credits are purchased or until the plan is renewed at the beginning of the next month.
  • If your version of the N2P AI Agent does not support overages, and you would like to switch to an overage supported version, please contact Customer Support.
    
• Upgrading to a higher tier/more Interaction Credits monthly plan is permitted, even in the middle of the month.
• Downgrading to a lower cost/less Interaction Credits monthly plan is not permitted during your service term.
• net2phone reserves the right to limit the number of concurrent calls.
• net2phone reserves the right to limit the number of characters in each customer-originated message.
• If a multi-language option is chosen and one of the selected languages is Premium, then ALL calls are deducted at the Premium Interactions Credits rate.
• Calls are rounded up to the next full minute (fraction of minute counts as a full minute).

Trial Subscription

• net2phone offers two types of free trials, with varying Interaction Credit limits.
  • Option 1 - Trial Period is 30 days with a 20,000 Interaction Credit limit and is available to new and existing net2phone customers. After the 30 day Trial Period, you automatically will be billed for a subscription on a monthly basis, at the terms and pricing set forth in the N2P AI Agent Quote (presented to you when you signed up for the Trial Subscription), unless you cancel before the end of the Trial Period. If you don't want the Trial Subscription to continue or to be charged for the N2P AI Agent service, then you must cancel it before the end of the Trial Period. Thereafter, you must cancel the monthly subscription before the end of the then-current subscription period to avoid being billed for the next monthly subscription period. net2phone does not offer refunds on partially used periods.
  • Option 2 - Trial Period is 30 days with a 5,000 Interaction Credit limit. Not available to existing net2phone customers. When the 30 day Trial Period or 5,000 Interaction Credit limit is reached, whichever is sooner, you will no longer have use of the N2P AI Agent unless a paid subscription plan is purchased. If you purchase a paid subscription plan, then you must cancel the monthly subscription before the end of the then-current subscription period to avoid being billed for the next monthly subscription period. net2phone does not offer refunds on partially used periods.
    
• See Terms of Service for additional information regarding Trial Period.

Additional Charges

• Each additional Bot will be charged at the price set forth in your quote. The purchase of additional Bots does not include additional Interaction Credits.
• Onboarding and/or Professional Fees may apply, and will be set forth in the applicable quote and/or Statement of Work (SOW).

Definitions of Terms

• Interaction Credit = A unit of value that can be applied to a Voice Minute, Chat Message, Messaging Message, or Client Tool Call, and are consumed in the following manner:
  • Standard Voice Minutes: 10 credits per minute of use
  • Premium Voice Minutes: 20 credits per minute of use
  • Standard Chat Message: 2 credits per message
  • Premium Chat Message: 4 credits per message
  • Standard Messaging (WhatsApp): 2 credits per message
  • Premium Messaging (WhatsApp): 4 credits per message
  • Standard Messaging (SMS): 4 credits per message
  • Premium Messaging (SMS): 8 credits per message
  • Standard Client Tool Call: 2 credits per interaction
    
  • Premium Client Tool Call: 4 credits per interaction
• Standard Voice = a voice option identified as “Standard”, selected by you from a list of drop down voices in the N2P AI Agent admin portal. A “Standard” voice is a basic, readily available text-to-speech voice.
• Premium Voice = a voice option identified as “Premium”, selected by you from a list of drop down voices in the N2P AI Agent admin portal. A "Premium” voice offers higher quality audio, emotional expression, and generally sounds more natural and human-like, with better pronunciation and intonation compared to Standard voices.
• Standard Chat Message = A customer originated message sent via web chat or API.
• Premium Chat Message = A customer originated message sent via web chat or API, using a more advanced version of the AI model (that you select). The Premium model typically provides better responses.
• Messaging Message = A customer originated message sent via WhatsApp or SMS.
• Client Tool Call = When the N2P AI Agent determines that a tool configured for client execution needs to be invoked during a chat conversation, the tool call information is returned to the API caller for execution. The API caller executes the tool and submits the result back to the N2P AI Agent, which then continues processing the conversation. Each Client Tool Call interaction consumes Interaction Credits independently, at the same rate as a Chat Message (Standard or Premium). A single Chat Message may result in one or more Client Tool Call interactions. Client Tool Call Credits are consumed when the tool call is issued by the N2P AI Agent, regardless of whether the API caller submits a result.