Wallet, cards and what you're actually billed for
Numbers and messages are billed by your telecom provider on their account. The wallet here covers what you buy through the CRM — number purchases most of all. Two separate bills; don't go looking for one in the other.
Who this is for
Whoever pays. In a captive agency that's the admin, and reps have no billing surface at all.
Two bills, two places
Your carrier (Twilio, Telnyx, SignalHouse) bills you directly for numbers and message traffic on your own account with them. We never see that bill and can't read your balance there.
The wallet in the CRM covers what you purchase through the CRM — principally phone-number purchases. If a number purchase fails for funding, that's this wallet, not your carrier.
Why that split matters operationally
Because a carrier account running dry is invisible from in here. The first symptom is messages silently failing, which looks identical to half a dozen other problems. Set a spend alert on your carrier account — that's the only place it can be caught early.
How this differs by setup
Solo agent You run everything yourself.
Captive agency The agency owns the numbers, the A2P brand and the bill.
Independent agent You're in an agency but buy your own number and register your own EIN.
Common mistakes
- Looking for message costs in the CRM wallet. They're on your carrier's bill.
- Assuming we'll warn you before your carrier balance runs out. We can't see it.
Related
Where this lives in the app
This is documentation for Virtual Closer. Book a walkthrough or sign in.