This article explains what’s included in your CloudTalk plan, how calling packages work, and what is charged from credit.
User level: Admin
Plans
CloudTalk offers three pricing plans: Starter, Essential, and Expert. Each plan includes a different set of features, limits, and included usage.
Feature / Plan | Starter | Essential | Expert |
Best for | Small teams | Growing teams | Advanced teams |
Price (annual billing) | $25 / user / month | $29 / user / month | $49 / user / month |
Price (monthly billing) | $34 / user / month | $39 / user / month | $69 / user / month |
Minimum seats | 1 | 1 | 3 |
Calling | ✔ | ✔ | ✔ |
Call flow designer | ✔ | ✔ | ✔ |
Analytics | Basic | Advanced | Advanced |
Integrations | Limited | Full (95+) | Full (95+) |
Call monitoring | ✖ | ✔ | ✔ |
Workflow automations | ✖ | ✔ | ✔ |
API access | Limited | ✔ | ✔ |
Salesforce ecosystem integration | ✖ | ✖ | ✔ |
Dedicated onboarding | ✖ | ✖ | ✔ |
Prices are shown for reference and may vary based on billing currency, region, and contract terms. Annual billing offers a discount compared to monthly billing.
For the most up-to-date pricing and plan details, visit the CloudTalk pricing page.
Add-ons
CloudTalk offers additional features that can be purchased on top of your plan.
Common add-ons include:
Power Dialer
Parallel Dialer
Conversation Intelligence (CI)
AI Voice Agents
Branded Caller ID
Some add-ons may already be included in higher-tier plans. For example, Power Dialer is included in the Expert plan.
Add-ons may be billed as a monthly subscription or based on usage, depending on the feature.
Calling packages
Every CloudTalk plan includes a calling package. This is a bundle of outbound minutes to specific destinations that are included in your subscription.
Your package depends on the region and setup you selected when activating your account.
On Essential and Expert plans, calling is described as unlimited. In practice, this means there is no hard cap, but usage is subject to the Fair Usage Policy (FUP).
There are three main types of calling packages.
🌍 EU Regional package
Covers:
Outbound calls from any EU, UK, Iceland, or Norway number to 30+ European destinations (landlines and mobile).
How coverage works:
You can use a single number to call all covered destinations.
For example, a Czech number can call Germany, France, or Spain within the package. You do not need a separate number for each country.
Important:
The call must originate from a number registered in a covered country.
Calling Germany from a Czech number → covered
Calling Germany from a US number → not covered (charged from credit)
Included minutes per user per month:
Plan | Minutes |
Starter | 500 |
Essential | Up to 3,000 (Fair Usage Policy) |
Expert | Up to 3,000 (Fair Usage Policy) |
The Fair Usage Policy defines a guideline of 3,000 minutes per user per month.
Countries with lower limits:
Estonia, Latvia, Luxembourg, Iceland, Bulgaria, Slovenia, and Malta may have reduced included minute allowances depending on your plan.
Covered countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
Not covered:
Calls from numbers outside the EU, UK, Iceland, or Norway
Premium or special service numbers
Forwarded or redirected calls
🌍 US & Canada package
Covers:
Outbound calls from a US or Canadian number to both the US and Canada, including landlines and mobile numbers.
How coverage works:
You can call both countries using either a US or Canadian number. You don’t need separate numbers for each country.
Important:
The call must originate from a US or Canadian number.
Calling a US number from a US number → covered
Calling a US number from a German number → not covered
Included minutes per user per month:
Plan | Minutes |
Starter | Up to 3,000 (Fair Usage Policy) |
Essential | Up to 3,000 (Fair Usage Policy) |
Expert | Up to 3,000 (Fair Usage Policy) |
All plans follow the Fair Usage Policy guideline of 3,000 minutes per user per month.
Not covered:
Calls from numbers outside the US or Canada
Calls to Alaska and Hawaii
Premium or special numbers
Forwarded calls
🌍 Country-specific packages (with US & Canada)
Applies to:
Brazil, Colombia, Mexico, Peru, Australia
Covers:
Domestic calls within the selected country
Calls to the US and Canada
How coverage works:
There are two parts:
Domestic calls
Require a local number
Example: To call Brazilian numbers within the package, you must use a Brazilian number
Calls from other regions are not covered
US and Canada calls
Included regardless of which number you call from
Follow the standard Fair Usage Policy
Included domestic minutes per user per month:
Region | Starter | Essential | Expert |
Brazil | 250 | 500 | 1,000 |
Colombia | 250 | 500 | 1,000 |
Mexico | 500 | 1,000 | Unlimited |
Peru | 500 | 1,000 | Unlimited |
Australia | 500 | 1,000 | Unlimited |
The US and Canada portion follows the Fair Usage Policy of up to 3,000 minutes per user per month.
Not covered:
Calls to other countries
Calls from numbers outside the local country (for domestic portion)
Premium numbers
Forwarded calls
How calling packages work
The domestic rule
Domestic refers to where the call originates, not just the destination.
The domestic rule determines whether a call is covered by your calling package.
A call is considered domestic only if it originates from a number that belongs to the same region as your package.
This means it’s not enough for the destination to be in the same region. The number you are calling from must also match the package region.
Example:
You have an EU package and both EU and US numbers:
Calling Germany from a Czech number → covered
Calling Germany from a US number → not covered
This rule applies to all package types.
Multiple packages
If you have more than one calling package, CloudTalk automatically applies the most relevant one for each call.
Packages work together, and the system selects the one that best matches the call based on the origin and destination.
For example:
Italy number → Italy → covered by Italy domestic package
Italy number → France → covered by EU package
You can review how your calls were billed using the Credit Movement export in the Billing section. This allows you to track call activity and understand how your credits are being used.
Your calling package is selected during setup.
To change or add a package, contact your account manager or CloudTalk support.
What is not included in your plan
The following are always charged from credit:
Calls outside your package
If your package covers the EU and you call Brazil, the call is billed from credit.
Calls from a number outside your package region
Even if the destination is covered, the call is not included.
Premium and special numbers
These are never included in any package.
Forwarded or redirected calls
The forwarding leg is always billed from credit.
SMS, MMS, and WhatsApp messages
All messaging is charged separately.
Usage beyond Fair Usage Policy limits
Additional minutes are billed from credit.
Conversation Intelligence and Voice Agent overages
Any usage beyond included or prepaid limits is charged.
Per-minute billing
Calls are rounded up to the nearest minute.
For a full breakdown of all scenarios where credit is used, see What uses credit.
Need help or have a question? Just reach out through our Support portal — we’re here for you.