> ## Documentation Index
> Fetch the complete documentation index at: https://docs.knotie-ai.pro/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer pricing by tier

> Charge customers more for calls answered by higher-tier agents, instead of one flat rate for every agent.

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:

| Agent tier | Multiplier | Customer pays |
| - | - | - |
| Essentials | 1× | 2 credits/min |
| Moderate | 2× | 4 credits/min |
| Premium | 3× | 6 credits/min |
| Ultra | 4× | 8 credits/min |

<img src="https://mintcdn.com/kno2getherlabsltd/_vSeC153vwMKl2uj/images/screenshots/customer-pricing-by-tier-2026-09-29.png?fit=max&auto=format&n=_vSeC153vwMKl2uj&q=85&s=9f4096a8c810353db9e60756231eefad" alt="Customer Pricing by Tier, showing the on/off switch and the multipliers for Essentials and Moderate" width="1000" height="758" data-path="images/screenshots/customer-pricing-by-tier-2026-09-29.png" />

## 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.

## 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.

## 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.

## Common questions

<AccordionGroup>
  <Accordion title="What happens when tier pricing is off?">
    The customer pays their flat rate for every call, whichever agent answers.
  </Accordion>

  <Accordion title="Does this apply to Retell, VAPI, and other providers?">
    No. Tiers only exist for Knova agents. Calls handled by other providers are charged at the customer's flat rate.
  </Accordion>

  <Accordion title="Can I see which rate was used for a call?">
    Yes. Each charge records the agent tier and the multiplier used, so you can explain any charge to a customer.
  </Accordion>
</AccordionGroup>

## Related pages

* [Ultra tier for Knova agents](/agents/knova/ultra-tier)
* [AI credit management](/partner-portal/customers/ai-credit-management)
* [Credits and AI credit billing](/partner-portal/customers/credits-and-ai-credit-management)
* [Integration pricing](/partner-portal/settings/integration-pricing)


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