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With your Agent CRM account we include your first 100 hours of "time" per month, at no cost! Time is calculated based on the following:

  • 1 Text = 1 Minute
  • ​1 Voicemail = 1 Minute
  • ​Call Time Minutes = # of minutes (a 3 minute call = 3 minutes of time)
  • ​We will also be passing on the carrier fees to you as you accumulate them. For every $0.02 of fees, it will be counted as a minute of time. 

Once you reach those limits you will get charged 2 cents per minute for every minute you go over 100 hours.

Please note that with text messages (both incoming and outgoing) we are charged per "segment". Messages are still sent in 140 byte chunks known as message segments. Segments are broken up so that your words are not "cut off", so if you type in a 120-character greeting, followed by a long URL, and end your message with a 120-character salutation... that message will be delivered as three segments so that your URL is delivered in its entirety. These segment delivery rules are NOT set by Agent CRM, these are universal rules that are set by carriers.

You can use this app to check specific messages ahead of time: CHARACTER CALCULATOR

For an explanation on how to use this calculator, please watch the video below:



The way that Agent CRM is able to send text messages and make phone calls is by integrating with Twilio. Your Agent CRM account is connect with our Twilio account. Every text message that you send and every phone call that you make costs us money. We have a very high Twilio bill each and every month. When you go over your free 100 hours, the reason we charge you is because we are getting charged by Twilio (sending texts and making phone calls is not free). We are NOT charging you so that we can make a profit. We are charging you because we are losing money at that point. For example, you are paying $47/month for Agent CRM. If you rack up a $200 Twilio bill, then we have no choice but to charge you. 


  • Am I also charged per “segment” (120 characters) on in and out texts generated on my forwarding number? No, if you're sending a text from your forwarding number, it will not be charged through Agent CRM.
  • Am I charged for every minute on the phone for every in and out call generated on my forwarding number? Yes, when Agent CRM forwards the call, these minutes are included because it is still hosting the forwarded call.
  • Where can I find a detailed report of every in and out phone call and text message with segment amounts allocated to my CRM? Click on "Need to Know" in the top left of your Agent CRM dashboard. It will provide you with a current meter of your minutes used. Or send us an email at and we'll send you a report.
  • ​Do failed texts count towards my “time” allowed? No
  • Is my time on Live Q/A Call count towards my “time” allowed? No
  • ​If someone is calling me from CRM# to my forwarding number is there a way that I can find that out during the call? Yes, you can create a "whisper message" such as "{{}} is calling from Agent CRM" and it will let you know who the call is coming from before you talk to them. To add a whisper message, go to Settings >> Phone Numbers and click the pencil icon next to your phone number. Then fill in the whisper message field and click "update".

If you are a new Agent CRM user, please fill in the survey below to acknowledge our limits and we will unlock access to your phone number!

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