# Subscription and invoices

**Summary:** Outcome-based pricing, plan selection, payment methods, and invoices.

**In short:** Outcome-based pricing, plan selection, payment methods, and your invoice history.

**Last updated:** 2026-05-27

## Key concepts

### Outcome-based pricing
You pay for results the Customer Agent and Team Assistant produce. An outcome is a resolution (the agent answered the customer to their satisfaction) or a clean hand-off (the agent passed to a human with full context). You pay for the work a person would have done. You do not pay for misfires.

### Plans
Two plans cover most cases.

- **Flex.** €0.99 per outcome with a 100-outcome monthly minimum. 10 team seats. 5 audiences. Email support. Best for variable demand and teams testing the waters.

- **Fixed.** €1,999 per month with 5,000 outcomes included. 50 team seats. Unlimited audiences. SLA, dedicated support, named account manager, Slack channel. Free four-week guided onboarding pilot when you start. 12-month minimum.

### Flex modules
Productized add-ons. À la carte on Flex; bundled into Fixed.

- *Onboarding.* €2,499 one-off.
- *Premium support.* €299 per month. Slack channel and bi-weekly check-ins.
- *Live chat integration.* €99 per month.
- *CSAT module.* €99 per month.
- *SLA module.* €99 per month.

### Pilot
The free four-week guided pilot is part of Fixed. The pilot runs on your own data. The agent you build is the agent you keep, so going to production is a configuration change.

### Invoices
Monthly invoices delivered by email. Available for download in this section.

### Payment methods
Credit card or bank transfer. EU SEPA supported. Annual prepayment on Fixed gives you one extra month free.

## What you can do here

- View current plan and outcome usage
- Switch between plans
- Add or remove modules
- Download invoices
- Update payment method
- View detailed outcome breakdowns by Moment

## When to use it

- During onboarding, to confirm your plan and payment method
- Monthly, to download the invoice for accounting
- When approaching the outcome ceiling on Fixed and considering an upgrade
- When you need to add a module mid-cycle

## How it works

Outcomes are counted as they happen. Each Customer Agent conversation that ends in a resolution counts as one outcome. Each clean hand-off to a human counts as one outcome. The current count and usage trend are visible at the top of this section.

## Frequently asked questions

**How is an outcome defined?**
A resolution or a clean hand-off. The agent answering a customer's question to their satisfaction counts as one outcome. The agent passing the customer to a human with full context counts as one outcome. Misfires do not count.

**How do I switch from Flex to Fixed?**
Open **Account and billing > Subscription and invoices > Change plan**. Most customers switch when volume justifies a predictable budget or when procurement asks for SLAs. Fixed has a 12-month minimum, so we time the switch together.

**How do I switch plans?**
Open **Account and billing > Subscription and invoices > Change plan**. Pick the target plan. Effective on the next billing cycle.

**How do I add a module?**
Open the modules list and click **Add**. Some modules are immediate; others require setup from the Unless team.

**Where do I download invoices?**
Open the invoices list. Each invoice has a download link for PDF and the underlying CSV.

**How do I see usage broken down by Moment?**
Open the usage view and group by Moment. You see how many outcomes came from Acquisition, Retention, Sales expansion, and Support.

**Who do I contact for billing questions?**
Email billing@unless.com. Or contact your account manager for plan changes.