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By default, each customer pays one flat rate per minute, whichever agent answers the call. Customer Pricing by Tier lets you multiply that rate by the tier of the agent that took the call — Essentials, Moderate, Premium, or Ultra. For example, with a base rate of 2 credits per minute and the default multipliers: Customer Pricing by Tier, showing the on/off switch and the multipliers for Essentials and Moderate

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Set your multipliers

  1. In the Partner Portal, open Settings → Customer Pricing by Tier.
  2. Under Tier multipliers, enter a multiplier for each tier.
  3. Select Save.
For each tier, the page shows what your customer pays next to what you pay the platform. If you’d charge less than you pay, a warning explains how high your credit price needs to be to cover the difference. This is only a warning — you can still choose to subsidise a tier. New multipliers apply to new calls. Past calls aren’t changed.

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Turn tier pricing on

Use the Charge customers by agent tier switch at the top of the page.
  • New customers start with tier pricing on.
  • Existing customers keep their flat rate until you turn tier pricing on for them.

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Change it for one customer

  1. Open Customers → Active Customers and select Manage for the customer.
  2. Open Features & Add-ons.
  3. Under AI Credit Management, turn Charge by agent tier on or off.
  4. Select Save Changes.
Tier pricing only applies while AI Credits Enabled is on for that customer. Turning it off puts the customer back on their flat rate.

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Common questions

The customer pays their flat rate for every call, whichever agent answers.
No. Tiers only exist for Knova agents. Calls handled by other providers are charged at the customer’s flat rate.
Yes. Each charge records the agent tier and the multiplier used, so you can explain any charge to a customer.