Account & billing

Subscription and invoices

Version 1.0 · Last updated 2026-07-23

Outcome-based pricing, plan selection, payment methods, and your invoice history.

Pricing in Unless is based on outcomes, not seats. An outcome is a resolution or a procedure handoff. This section is where you see what you are paying for, what plan you are on, and what your invoices look like.

Key concepts

Outcome-based pricing

You pay for the results the Customer Agent and Team Assistant produce. An outcome is a resolution (Unless successfully answers at least one real question, which we validate after the interaction ends) or a procedure handoff (a configured Procedure passes the customer to a human or a workflow). You pay for the work a person would have done, never for misfires.

Plans

Two plans cover most cases.

Flex. €0.99 per outcome with a 100-outcome monthly minimum. 10 team seats. 5 audiences. 2 standard connectors. Email support. Best for variable demand and teams testing the waters.
Fixed. €1,999 per month with 5,000 outcomes included. Unlimited seats. Unlimited audiences. Unlimited standard connectors. All Flex modules bundled. 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.
CSAT module. €99 per month. Coming soon.
SLA module. €99 per month.
Unlimited seats. €99 per month.
Unlimited audiences. €99 per month.
Unlimited standard connectors. €99 per month.
Premium connector. €99 per month, per connector. Available on either plan.

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, and each interaction counts at most once. An interaction that ends in a resolution counts as one outcome. A procedure handoff counts as one outcome. The current count and usage trend are visible at the top of this section.

Common questions

How is an outcome defined?

An outcome is recorded when Unless successfully does the job it was set up to do in an interaction. There are two types today: a resolution, when Unless successfully answers at least one real question, which we validate after the interaction ends, and a procedure handoff, when Unless runs a configured Procedure that ends by passing the customer to a human or a workflow.

Do I pay if Unless takes several actions in one interaction?

No. Billing is per interaction, not per action. One interaction counts as one outcome, no matter how much Unless does inside it.

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.