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Billable calls

Every transferred call gets a billing verdict: Calls and billing verdicts come from the ledger of the Pockla line, the line every transfer passes through. What happened on the call is read from the recording. Your enrolments and CRM stages come only from the export you send us. A call is never counted as enrolled just because it sounded that way. Calls your own team places from Desk are never billed.

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Differs from your export

When our outcome for a call and your export disagree, the call is marked Differs from your export. Filter on it to review every disagreement. Trend has a Reconciled with your export block that shows how closely the two line up over time.

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Credited leads

When we waive the charge for a lead, for example because the number was dead, the lead’s status ends in · Credited. In the leads CSV, the Charge column reads Credited. You can filter on Credited to see them all.

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Revisions

Calls and leads can be updated after you first see them, for example when a billing verdict lands or your export arrives. Each update is a new revision of the same record. The newest revision is always shown, and nothing is deleted. The call page shows which revision you’re on, for example “Revision 2 of 3”. Figures on the page are worked out from the latest revisions when you open it, so they can move as records are revised. Saved reviews don’t change.

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Querying a charge

On any call page, choose Query billing. It opens an email to us with the call’s reference filled in. Tell us what you think is wrong and we’ll look into it. For a lead, email us and quote Our ref from the leads CSV.