Understanding Provisioned Add-ons in Aircall

A Provisioned Add-on in Aircall is a license-based feature model where specific add-on licenses are assigned to individual users, rather than being automatically available to all users on an account. This approach provides more flexibility in managing feature access and billing.

Currently, this model applies to AI Assist, AI Assist Pro, and WhatsApp in Aircall.

How to check if your account includes a Provisioned Add-on

Steps:

1. Log in to your Aircall Dashboard (user with Owner permissions) --> Company name 
2. Go to the Plan tab.
3. Review the Add-on section in the overview table.

Here you can verify which Provisioned Add-ons your company has purchased. For example, an account might have 3 users and 1 WhatsApp license.

Note: To view add-on pricing, visit Aircall’s pricing page. First, select your company’s location (for example, “France”), then scroll to the “Unlock more from your calls” section for pricing details on AI Assist, AI Assist Pro or WhatsApp. For specific pricing questions, please contact our Customer Success team.

Initial amendment invoice

When you first purchase a Provisioned Add-on, you will receive a one-time amendment invoice.
This separate invoice covers the charge for the new add-on from the purchase date until the end of your current billing cycle (monthly or annual).

Assigning Provisioned Add-on licenses

Owners and Admins can manage Provisioned Add-ons from the Users & Teams page.

The process differs depending on your plan:

• Professional plan: AI Assist is included in the plan. Admins activate AI Assist for specific users. Additional AI Assist licenses cannot be purchased.

• Essentials plan: AI Assist must be assigned to users, and additional licenses can be purchased if needed.

Per user assignment

1. Go to Aircall Dashboard > Users & Teams > All users.
2. Click on the Assigned add-ons on the user you want to edit.
3. Use the toggle next to each add-on to assign licenses individually.
4. Click Confirm to apply the change.
   • Toggling on grants access and reduces available license count by one.
   • Toggling off removes the license and user access.

For Professional plan customers, toggling on activates AI Assist for that user. Additional AI Assist licenses cannot be purchased.

For Essentials plan customers, toggling on assigns a license and reduces the available license count by one. If no licenses are available, toggling on will automatically purchase an additional license.

During a trial, all users have access. Admins can click Enable to open the add-on purchase page.

Bulk user assignment

1. In each add-on tile, type the names of the users you wish to assign licenses to.
2. Click Confirm to assign.
   • If more users are added than available licenses, additional licenses will be automatically purchased.

For Professional plan customers, this action activates AI Assist for the selected users. Additional AI Assist licenses cannot be purchased.

For Essentials plan customers, if more users are selected than available licenses, additional licenses will be automatically purchased.

During a trial, all users have access. Admins can click Enable to purchase the add-on.

Add-ons and provisioning types

Note: If you delete a user who had an AI Assist, AI Assist Pro, or WhatsApp license, the license will still appear on your next monthly invoice. However, if the deleted user had an Analytics+ add-on, the license will be removed from your next invoice.

Consolidated billing

For monthly billed clients

After the initial amendment invoice:

• Future charges for Provisioned Add-ons are merged with your regular monthly invoice.
• You will receive a single invoice covering your base plan, consumption, and all Provisioned Add-ons.
• The add-on charge will repeat each month.

For annually billed clients

After the initial amendment invoice (which covers the period until your current annual billing cycle ends):

• You will not see this charge repeated in your monthly usage invoices.

Example billing scenario (monthly billed client)

If your billing cycle starts on the 10th of each month and you purchase a WhatsApp add-on on June 11, 2025:

• Amendment Invoice: You will immediately receive a separate invoice covering the period from June 11, 2025, to July 9, 2025.
• Consolidated Invoice: Starting July 10, 2025, the WhatsApp add-on charge (system integration price and message consumption) will appear on your regular invoice, repeating each month.

Commitment of Provisioned Add-ons

Once a Provisioned Add-on is added to your account, it cannot be removed during your current plan commitment period. The add-on follows the same commitment terms as your main plan.

Important: If you wish to remove an add-on, please contact our Customer Success team. It is crucial to understand that the Cuctomer Succees team may deny your request to remove an add-on based on the terms of your current contract. Since add-ons are often tied to specific subscription commitments, we may be unable to remove the charge until the end of your applicable billing cycle.

How to identify Provisioned Add-on charges on your invoice

Provisioned Add-ons appear as separate line items on your invoice once billing is consolidated. The initial amendment invoice will detail the newly purchased add-on and its prorated charge.

You will find these line items under the Users and Numbers section, listed as WhatsApp in Aircall or Aircall AI, depending on the add-on.

• Example: AI Assist was previously bundled with the cost of additional users, the charges will now appear separately for greater transparency.

Tip: As it's a provisioned add-on, it will have a separate line on your invoice. This change improves billing clarity without altering your total amount due.

WhatsApp consumption-based charges

In addition to the fixed system integration price, the WhatsApp add-on incurs consumption-based charges. You will be billed for each message delivered, with pricing varying by recipient country and message category.

By contrast, AI Assist only incurs a system integration cost and has no consumption-based charges.

For WhatsApp-specific pricing, see: WhatsApp in Aircall - Pricing

How to track WhatsApp consumption

Steps:

1. Log in to your Aircall Dashboard (user with Owner permissions) > Company name 
2. Navigate to the Analytics tab > Overview
3. Choose a date range.
4. Choose Message tab and review Outbound WhatsApp Messages.

FAQs

Why do I receive a separate amendment invoice for new Provisioned Add-ons?
Because the purchase happens outside your current billing cycle. The amendment invoice covers the prorated charge until your next regular billing period begins.

If I’m billed annually, will Provisioned Add-ons appear on my monthly invoice?
No. Annually billed clients will only see Provisioned Add-ons on their amendment invoice, which covers the remainder of their annual billing cycle.

Can I remove a Provisioned Add-on (AI Assist, AI Assist Pro, and WhatsApp) after purchasing it?
No. Add-ons are tied to your plan’s commitment period. To discuss removal, contact our Customer Success team. 

Is add-on provisioning available for all Aircall add-ons?
No. Currently, provisioning applies only to AI Assist, AI Assist Pro, and WhatsApp, which must be assigned to users manually.

How are consumption charges for WhatsApp billed?
WhatsApp includes message-based consumption charges that vary by country and message type, billed in addition to the system integration price. These appear on your regular monthly invoices.

What will happen if a user who was provisioned an add-on leaves the company?
If a user is removed from the account, the contracted and provisioned add-on previously linked to them will become available to be reassigned to another user.