---
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title: What Am I Billed For?
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version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_amazon_billables.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_amazon_billables.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b019c022b32b6c636da3b3ef6be5767ca2bf983c366ad42f7630ae773b2744c1
description: "For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes."
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# What Am I Billed For?

For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

Unless you exceed the maximum allowance for the year, the cost of Salesforce Voice minutes and IVR utterances are already included with the purchase of the Salesforce Voice with Amazon Connect license. Telephony minutes are not included with the license. Instead, you’re billed monthly for each telephony minute used.

## IVR Utterances

IVR utterances allow incoming callers to navigate the virtual response system before talking to a human rep. An IVR utterance is when the contact flow captures the spoken utterance from the customer, like when they say “talk to a sales representative.”

## Salesforce Voice Minutes

Salesforce Voice minutes are consumed whenever the user uses any Amazon Web Services service–such as Connect, S3, Transcribe, Kinesis, and Comprehend–to run the telephony solution. For example, the time that a caller is on hold waiting to speak to a rep contributes to Salesforce Voice minutes usage.

## Telephony Minutes

Telephony minutes start from the moment a call hits the Amazon Connect endpoint until the call ends.

- **[Understanding the Difference Between Salesforce Voice and Telephony Minutes](https://help.salesforce.com/s/articleView?id=service.voice_amazon_difference_between_minutes.htm&release=264.0.0&type=5)**  
    To better understand the difference between Salesforce Voice minutes and telephony minutes, let’s look at some scenarios.