--- schema_version: "1" id: 5fe58def67b6aabe330be6d34be346b0907bd6786e643da4650afe7a73c22c9e title: Flex Credits Billable Usage Types collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/usage_flex_credits.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: fc17a0ec2c189c7d84e0337c716c245350331c9182c277de06b14c2ab2d69268 description: Using Agentforce and embedded AI features can impact credit consumption. products: - Agentforce - Cross Cloud release: "264" --- # Flex Credits Billable Usage Types Using Agentforce and embedded AI features can impact credit consumption. To use Flex Credits, Salesforce Foundations is required. You can get Salesforce Foundations in one of these ways. - If you have access to Agentforce through an add-on license, activate Salesforce Foundations in your account. For step-by-step instructions, see [Activate Foundations in your account](https://www.salesforce.com/crm/foundations/#activate-foundations). Requires Enterprise, Performance, Unlimited, or Developer Editions. - If you access Agentforce through an Agentforce 1 Edition, Salesforce Foundations is included and active on your account. To estimate the number of credits your org will use and calculate ROI based on that estimate, access the [Agentforce ROI Estimator](https://www.salesforce.com/agentforce/ai-agents-roi-calculator/) To monitor your usage in these usage types, access your org’s [Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US). Flex Credits usage types as described in this article are based on standard measurement methods. However, some features can have specific limits or exceptions. Refer to your feature documentation for billing details unique to those features. ## Actions Usage Types Actions are the functions the AI agent uses to get information or perform tasks. There are two types of actions: standard and custom. - Standard agent actions are actions that are available out of the box. See [Standard Action Reference](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&release=264.0.0&type=5 "Standard actions are included by default with your agents. Many standard agent actions are available to all users who have permission to access Agentforce. Other standard actions are built to work with specific clouds or products, so they require an additional license or permission. When you add a standard action to your agent, customize the action for your use case, including the underlying flow, prompt template, or other reference action."). - Custom actions are actions that are created by you from scratch or by modifying a standard action. To learn more about what customer created actions are, see [Create a Custom Action](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&release=264.0.0&type=5 "You can create a custom action from the asset library or from within an agent in Agentforce Builder. When you create an action from the asset library, it’s available to add to multiple agents and versions. When you create an action from within an agent in Agentforce Builder, it’s available only to that agent."). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png) Important The billable usage types for standard and custom actions differ depending on whether they are executed within a text or voice conversation. Agent actions are billed when they're run, whether they're run deterministically (for example, in reasoning instructions) or during agent reasoning with an LLM. Utilities (escalations to a representative, setting variables, or transitions to another topic) aren't billed as agent actions.

Billing Category	Description
Standard Action	Usage is determined by the number of standard actions called by the agent in a text conversation. Currently, every standard action called by the agent is metered as one standard action, irrespective of the number of tokens processed. Standard agent actions are actions that are available out-of-the-box. To check the list of Standard actions, see Standard Action Reference. Note Use of some standard agent actions require that a subscription has been purchased for each user that accesses these actions, such as a subscription to Agentforce for Sales Add-on or Agentforce for Service Add-on. To determine which subscription is required for such standard actions, see Standard Action Reference at Standard Action Reference. While this requirement is not technically enforced yet, users who don’t have the required add-on license will lose access to such actions for which they don’t have a license when the requirement is enforced.
Custom Action	Usage is determined by the number of custom actions called by the agent in a text conversation. Currently, every custom action called by the agent is metered as one custom action, irrespective of the number of tokens processed. Async calls to Salesforce AI in custom action implementation may incur additional charges.
Standard Voice Action	Usage is determined by the number of standard actions executed by the agent in a voice conversation. Note Use of some standard agent actions require that a subscription has been purchased for each user that accesses these actions, such as a subscription to Agentforce for Sales Add-on or Agentforce for Service Add-on. To determine which subscription is required for such standard actions, see Standard Action Reference at Standard Action Reference. While this requirement is not technically enforced yet, users who don’t have the required add-on license will lose access to such actions for which they don’t have a license when the requirement is enforced.
Custom Voice Action	Usage is determined by the number of custom actions called by the agent in a voice conversation. Custom actions are actions that are created by you or which result from your modification of a standard action. To learn more about what customer created actions are, see Create a Custom Agent Action. To learn more about how standard actions become custom actions, see Editing Standard Agent Action Reference Actions. Async calls to Salesforce AI in custom action implementation may incur additional charges.

## Help Agent Resolutions Usage Types The pricing model for the Agentforce Help Agent is strictly outcome-based, meaning we only charge when the agent successfully resolves an inquiry or request. This model operates on a clear, deterministic framework where a billable resolution is defined by prioritizing the customer experience of resolution. Billing consumption is calculated based on the total number of these successful outcomes across your deployment channels. Billable Resolutions A Help Agent session qualifies as a Resolution when it satisfies all of these conditions. - A session has at least two turns of messages between the user and agent (not abandoned) - And the final feedback received from the user is not explicitly negative - And the session either successfully concludes without the user escalating to a human, or the final feedback is explicitly positive ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png) Important Any session that does not meet the conditions for a resolved session are considered unresolved and is not billed. When a session is successfully resolved, any Agentforce actions or Data 360 queries run during that interaction are included and not billed separately.

Billing Category	Description
Email	Usage is calculated based on the number of interactions resolved by Help Agent through email.
Enhanced Chat & Portal	Usage is calculated based on the number of interactions resolved by Help Agent through Enhanced Chat or a portal. A resolution is defined as up to 2 hours of interaction. If the user interacts with the agent for more than 2 hours, it is counted as a second resolution.
Third-Party Messaging Channels	Usage is calculated based on the number of interactions resolved by Help Agent through third-party messaging channels such as WhatsApp, Facebook Messenger, or SMS. A resolution is defined as up to 2 hours of interaction. If the interaction exceeds 2 hours, it is counted as a second resolution.
Voice Channel	Usage is calculated based on the number of interactions resolved by Help Agent through a voice call. The duration limit for a single resolution is 10 minutes. Calls extending beyond 10 minutes are counted as multiple resolutions (for example, a 12-minute call is counted as 2 resolutions when resolved).

## Agentforce Voice Minutes Usage Type The Agentforce Voice Minutes usage type is designed for Agentforce Voice Customers as an alternative to Voice Actions usage types. This Usage Type only applies to a limited subset of eligible customers who have purchased a subscription to Agentforce Voice Minutes. Contact your Account Executive for more details on Agentforce Voice Minutes.

Billing Category	Description
Agentforce Voice Minutes	Usage is determined by the duration of the voice call between an end user and Agentforce Voice. Usage is rounded up to the next full minute, meaning any fraction of a minute is treated as a full minute. For example, A call of 60 seconds is billed as 1 minute. A call of 61 seconds is billed as 2 minutes. If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled, Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available in your org, only Agentforce Voice Minutes are metered, and Voice Actions usage types are not applied to the same activity.

Billing Category

Description

Agentforce Voice Minutes

Usage is determined by the duration of the voice call between an end user and Agentforce Voice. Usage is rounded up to the next full minute, meaning any fraction of a minute is treated as a full minute.

For example,

A call of 60 seconds is billed as 1 minute.
A call of 61 seconds is billed as 2 minutes.

If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled, Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available in your org, only Agentforce Voice Minutes are metered, and Voice Actions usage types are not applied to the same activity.

## Prompt Usage Types Prompt usage types are calculated based on the number of calls to the large language model (LLM) gateway and vary depending on the large language model used. Prompt usage types apply to embedded generative AI features such as Service Replies that involve direct requests to the LLM for specific tasks. The specific category depends on the model that is used. See Large [Language Model Support](https://help.salesforce.com/s/articleView?id=ai.generative_ai_large_language_model_support.htm&language=en_US) to find out which usage types apply.

Billing Category	Description
Starter Prompts	Usage is calculated based on two factors: the number of direct requests to the LLM via the LLM gateway, and whether the gateway uses a Bring Your Own Large Language Model (BYOLLM). Each starter prompt includes the processing of up to 2,000 tokens. Prompt usage is counted in chunks of 2,000 tokens, rounded up. Prompts that exceed this limit will be metered as multiple prompts, with each additional 2,000-token chunk counting as a new prompt. For example, a prompt with a total of 6,500 input and output tokens will be metered as 4 prompts. Tokens are units of data processed by the AI models.
Standard Prompts Basic Prompts Advanced Prompts	Usage is calculated based on two factors: the number of direct requests to the LLM via the LLM gateway, and whether the gateway uses a Salesforce managed large language model. The specific category depends on the model that is used. See Large Language Model Support to find out which usage types apply. All Standard, Basic, and Advanced prompts process up to 2,000 tokens per prompt. Token usage is rounded up in 2,000-token increments. All Standard, Basic, and Advanced prompts that exceed this limit will be metered as multiple prompts, with each additional 2,000-token chunk counting as a new prompt. For example, a prompt with a total of 6,500 input and output tokens will be metered as 4 prompts. Tokens are units of data processed by the AI models. Note Advanced Prompts were launched with a designated multiplier listed in the Agentforce Flex Credits Rate Card. Salesforce will start metering the use of Advanced Prompts on July 21, 2026.

Billing Category

Description

Starter Prompts

Usage is calculated based on two factors: the number of direct requests to the LLM via the LLM gateway, and whether the gateway uses a Bring Your Own Large Language Model (BYOLLM).

Each starter prompt includes the processing of up to 2,000 tokens. Prompt usage is counted in chunks of 2,000 tokens, rounded up. Prompts that exceed this limit will be metered as multiple prompts, with each additional 2,000-token chunk counting as a new prompt. For example, a prompt with a total of 6,500 input and output tokens will be metered as 4 prompts.

Tokens are units of data processed by the AI models.

Standard Prompts

Basic Prompts

Advanced Prompts

Usage is calculated based on two factors: the number of direct requests to the LLM via the LLM gateway, and whether the gateway uses a Salesforce managed large language model. The specific category depends on the model that is used. See Large Language Model Support to find out which usage types apply.

All Standard, Basic, and Advanced prompts process up to 2,000 tokens per prompt. Token usage is rounded up in 2,000-token increments. All Standard, Basic, and Advanced prompts that exceed this limit will be metered as multiple prompts, with each additional 2,000-token chunk counting as a new prompt. For example, a prompt with a total of 6,500 input and output tokens will be metered as 4 prompts.

Tokens are units of data processed by the AI models.

Note Advanced Prompts were launched with a designated multiplier listed in the Agentforce Flex Credits Rate Card. Salesforce will start metering the use of Advanced Prompts on July 21, 2026.

## Speech Foundation Usage Types Speech Foundations are AI platform Speech-to-text, Text-to-speech and Translation services. These services empower admins and developers to integrate speech capabilities into workflows such as transcribing voicemails or generating audible alerts. Speech Foundation usage types are metered independently of any other usage types to ensure there are no overlaps in billing. Refer to your feature documentation to determine the applicable usage types for your feature.

Billing Category	Description
Speech-to-Text	Speech-to-Text converts spoken audio into written text, a process run by automatic speech recognition (ASR) models. Usage is calculated based on the duration of the audio processed for each transcription, in seconds. In Digital Wallet, this usage is aggregated and displayed in minutes.
Text-to-Speech	Text-to-Speech converts written text into natural-sounding spoken audio, a process run by automatic Speech Synthesis models. Usage is metered by the number of text characters processed for the speech generation. In the Digital Wallet, this usage is aggregated and displayed in units of million characters. To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for conversion from text to speech. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.
Translation	Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation. To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for translation. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.

Billing Category

Description

Speech-to-Text

Speech-to-Text converts spoken audio into written text, a process run by automatic speech recognition (ASR) models. Usage is calculated based on the duration of the audio processed for each transcription, in seconds. In Digital Wallet, this usage is aggregated and displayed in minutes.

Text-to-Speech

Text-to-Speech converts written text into natural-sounding spoken audio, a process run by automatic Speech Synthesis models. Usage is metered by the number of text characters processed for the speech generation. In the Digital Wallet, this usage is aggregated and displayed in units of million characters.

To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for conversion from text to speech. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.

Translation

Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation.

To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for translation. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.

## Buyer Engagement Agent Usage Types Buyer Engagement Agent usage is measured by Leads Worked, which tracks when the agent engages a prospect through a supported channel. Outbound engagement counts when the agent interacts with a lead, while web conversations use one Leads Worked when the agent answers questions without attempting to create a lead and two when it also attempts to create a lead. Web usage is measured the same way whether anonymous visitor tracking is on or off. Engagements with the same prospect can count separately when they occur across different channels or identities. Related Data 360 services and agent actions can also consume Flex Credits, and you can use Digital Wallet to monitor usage across channels. | Billing Category | Description | | --- | --- | | Leads Worked | Leads Worked measures how Agentforce engages prospects across channels, including web, email, SMS, and WhatsApp. Usage is deduplicated across all channels within a rolling 30-day window, so repeated interactions with the same prospect generally count as one Lead Worked. However, a web conversation can count as two Leads Worked when the agent also attempts to create a lead for the prospect. You can monitor usage in Digital Wallet to understand consumption and manage costs. To learn more about Leads Worked, see [Leads Worked Billable Usage types](https://help.salesforce.com/s/articleView?id=ai.mktg_leads_worked_billable_usage_types.htm&type=5&language=en_US). | ## Other Flex Credits Usage Types For information about Flex Credits usage types for Data 360, see [Flex Credits Billable Usage Types for Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_flex_credits_for_data360.htm&type=5&language=en_US). #### See Also - [Agentforce and Generative AI Usage and Billing](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage.htm&release=264.0.0&type=5 "Salesforce provides several options for how you pay for AI usage.") - [Einstein Requests Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_einstein_requests.htm&release=264.0.0&type=5 "Usage of certain generative AI features impacts credit consumption against subtypes of the Einstein Requests billable usage type. Usage is calculated based on the number of calls to the LLM gateway. Einstein Request usage types apply to embedded generative AI features such as Service Replies that involve direct requests to the LLM for specific tasks.") - [Billable Usage Type for Salesforce Personalization](https://help.salesforce.com/s/articleView?id=mktg.persnl_basics_billable_usage_types.htm&language=en_US)