8x8 Engage Pooled Minutes and Usage Charges

Updated: 02/18/2025

Overview

8x8 Engage is a purpose-built customer engagement platform, delivered through 8x8 Work, designed for expert workers outside the contact center who regularly interact with customers but don’t require the feature depth and complexities that come with a traditional contact center. It seamlessly integrates voice, video, chat, AI-driven insights, and advanced call queueing—empowering them to provide faster, more efficient, and personalized customer experiences across the organization from anywhere.

This article contains a breakdown of usage charges based on the two dedicated calling plans for 8x8 Engage: Bundled and Unbundled.

8x8 Engage Bundled

Calls made/received outside of a call queue:

Unlimited domestic calling within the home country associated with provisioned DID number.
Home countries include: US, Canada, UK, Ireland, France, Germany, Netherlands, Spain, Australia, New Zealand.
All other countries will continue to be metered. See: Global Service, Local Experience
Destinations that are toll-free or special rate numbers are excluded
Destinations to countries outside the home country of the DID are excluded

Calls received from a call queue:

4,000 minutes per user/month across 48 countries.
Usage beyond the 4,000 minute pool limit is metered at standard rates.
Destinations outside of the 48 included countries are excluded from the pool allowance.
Destinations that are toll-free or special rate numbers are excluded from pool allowance

Details here: Calling Countries for X-Series Licenses

8x8 Engage Unbundled

All calls in a call queue and not in a call queue are metered.
Call rates available here: 8x8 Global Reach

Applies To

8x8 Engage

Example Calling Plan Scenarios

Example 1: Monthly Contact Center and 8x8 Engage queue Bundled Pooled Minute

Pooled minutes are minutes shared by all users equal to 4,000 minutes times the number of 8x8 Engage and 8x8 Contact Center licenses purchased, and each minute of call time (inbound or outbound, including callbacks) uses one pooled minute for that month. 8x8 bills usage exceeding the pooled amount in a month.

Monthly Pooled Minute Allowance Calculation

4000 minutes per X6-X8 license
- PLUS
4000 minutes per 8x8 Engage queue Bundled license

Consumption of monthly pooled minute allowance

Calls inbound to a number on an 8x8 Engage queue Bundled or X6-X8 channel
- PLUS
Calls placed to a non-8x8 number using an X8 license
- PLUS
Calls placed to a non-8x8 number as a result of an automated callback

Overage for Pooled Minutes

Charged at $0.01 per minute

48 Countries include

Note: Calls to mobile numbers in these ( * ) countries are metered at the standard 8x8 rate

North America	Europe	Asia Pacific	Middle East and Africa	Latin America
Canada	Belgium	Australia	Israel	Argentina *
USA	Denmark	China	South Africa	Brazil
	Finland	Hong Kong		Chile
	France	Indonesia		Mexico
	Germany	Japan *		Peru
	Greece	Malaysia		Puerto Rico
	Hungary	New Zealand
	Ireland	Singapore
	Italy *	South Korea
	Luxembourg *	Taiwan *
	Netherlands	Thailand
	Norway
	Poland *
	Portugal *
	Romania
	Slovakia
	Spain
	Sweden
	Switzerland *
	Turkey *
	United Kingdom

Example 2: 8x8 Engage Bundled Domestic Unlimited Allowance (calls originating from user personal DDI/DID

Consumption is not counted against pooled minutes.

Included

Calls to 10 countries

Excluded

Calls to toll-free, or special rate numbers
Calls to countries outside the home country of the DID

Overage

Excluded calls are metered per our listed rates rates.

10 home countries are:

US, Canada, UK, Ireland, France, Germany, Netherlands, Spain. Australia, New Zealand. All other countries will continue to be metered.