Conversation Intelligence comes in two plans. CI Basic covers transcripts, summaries, notes, topics, sentiment and call scoring. CI Plus adds custom summaries, custom topics, automatic template assignment and AI email follow-ups. This article explains what each plan includes, what applies to AI Voice Agent calls, how the 30-day trial works on each plan, how to move between them, and how to cancel.
User level: Admin
What each plan includes
Both plans are billed per user per month. CI Plus replaces CI Basic on each seat: you pay €19 per user, not €9 plus €19. Nothing you use today changes when you move to CI Plus; the four Plus features are added on top of what you already have.
Feature | CI Basic | CI Plus |
Call transcripts | Yes | Yes |
Call summary and Smart Notes | Yes | Yes |
Auto-tagging | Yes | Yes |
Topic extraction (auto-generated topics) | Yes | Yes |
Sentiment analysis and talk/listen ratio | Yes | Yes |
Call Scoring with up to 10 scoring templates | Yes | Yes |
AI Analytics report and CSV export | Yes | Yes |
Custom summary templates (up to 10) | n/a | Yes |
Custom topics (up to 20) | n/a | Yes |
Automatic template assignment by group or Voice Agent | n/a | Yes |
AI email follow-ups | n/a | Yes |
Price per user per month | €9 | €19 |
Details for each Plus feature: Call Scoring (automatic template assignment), Custom Summary Templates, Topics Extraction (custom topics) and AI Email Follow-Ups.
Getting CI Plus
How you get CI Plus, and what it costs, depends on where your account is today.
You do not have Conversation Intelligence yet
You start a 30-day free trial and choose the plan you want to try: CI Basic or CI Plus. You can start it from the Start your free trial button on the banner at the top of the dashboard or from the plan card on the General tab. Nothing is charged during the trial. You can switch between the two plans at any time while it runs. When the trial ends you are enrolled on the plan you have at that point, unless you cancel beforehand.
You already pay for CI Basic
There is no free period. When you upgrade, CI Plus replaces CI Basic on every seat and billing at €19 per user per month starts from the day you upgrade. The plan card on the General tab reads CI Plus · €19 / user / month, instead of €9 and the button is Upgrade to CI Plus.
You are on a CI trial
If you started the trial on CI Basic, CI Plus is not switched on automatically. You can add it at any point during the trial and use it free for the days you have left: with 12 days remaining, you get 12 days of CI Plus at no cost.
The plan card reads CI Plus · Free for the rest of your trial, then €19 / user / month and the button is Add CI Plus to your trial; the trial banner at the top of the dashboard has the same link. You can switch CI Plus off again at any time during the trial. If it is still on when the trial ends, you continue at €19 per user per month.
You have used CI Plus before
If you have used CI Plus before and switch back to it, you are charged €19 per user per month from day one. Your templates and topics from before are kept.
Downgrade from CI Plus to CI Basic
You can downgrade at any time: on the General tab, under Your Conversation Intelligence plan, click Switch to CI Basic. Your templates and topics are kept and paused:
Custom summary templates and custom topics are kept and paused. Calls go back to the standard CloudTalk summary and auto-generated topics only.
Scoring templates stay, but automatic assignment stops. Templates assigned to a group or Voice Agent show Requires CI Plus, and calls are scored with your default template.
AI email follow-ups are no longer available.
Upgrade again and everything comes back with the same settings.
Cancel Conversation Intelligence
Go to Settings > Conversation Intelligence
Scroll to the bottom and click Cancel AI Conversation Intelligence.
Calls stop being processed by AI. Your summary templates, scoring templates and custom topics are kept in case you come back.
On a paid plan, cancellation goes through support. Removing users from Users with CI enabled stops processing but does not stop billing. To remove the add-on from your subscription, contact CloudTalk Support through our Support portal. If you are on a trial, cancel before the end date shown in the banner at the top of your dashboard to avoid being charged.
FAQ
Is CI Plus charged on top of CI Basic?
No. Plus replaces Basic on each seat: €19 per user per month in total.
Do I get CI Plus free if I already pay for CI Basic?
No. The free period only exists inside the 30-day trial. If you already pay for CI Basic and upgrade, you are billed €19 per user per month from the day you upgrade.
What if I switch back to CI Plus later?
You are charged €19 per user per month from day one. Your templates and topics come back as you left them.
I was charged for Conversation Intelligence and did not expect it. What do I do?
Contact Support through the Support portal with your company name, account email, invoice number and a short explanation. Our team checks whether the add-on was used and processes a refund if the charge was applied in error.
Need help or have a question? Just reach out through our Support portal — we’re here for you.