Call Balances FAQ

What Counts as a Call Used Against My Balance?

Understanding how calls are counted against your monthly balance is crucial for managing your Prop.AI campaign effectively. This article explains exactly what counts as a call and how your balance is affected.

What Counts as a Call

All calls dialed count as a call used from your monthly balance, regardless of whether they are answered or unanswered. This means that every time Gen attempts to dial a prospect's number, it will be deducted from your available call balance, even if:

• The prospect doesn't answer the phone

• The call goes to voicemail

• The line is busy

• The number is disconnected

Understanding Call Status

When reviewing your campaign results, you may see different call statuses that can sometimes be confusing:

• "Called" and "Called - No Answer" mean the same thing - a dial was attempted but the prospect did not pick up the phone

• "New" means Gen has not yet tried to call that number

Both successful connections and unsuccessful dial attempts count equally toward your monthly call balance.

Numbers That Don't Count

There are some numbers that won't be dialed at all and therefore won't count against your balance:

• Numbers on the National Do Not Call registry appear as "Requested Not to Call" in your campaign status

• These blocked numbers don't consume any of your monthly call allocation

Monitoring Your Balance

You can track your remaining calls by checking the balance trackers located at the bottom left of your Campaign Manager page. This real-time counter shows exactly how many calls you have left in your monthly allocation.

Daily Limits vs Monthly Balance

Remember that Prop.AI has a daily call limit of 2,000 calls to ensure optimal platform performance. Even if you have monthly calls remaining, you cannot exceed this daily threshold. Your daily limit resets at 3:00 a.m. Eastern time.

Rollover Policy

Unused calls from your monthly balance will rollover to the next month, so you don't lose any calls you've paid for but haven't used.

If you notice discrepancies in your call tracking, ensure your leads include addresses, as missing address information can cause counting errors.