Minutes in Enthu determine how many call minutes can be processed for features like call analysis, transcripts, Gen AI insights, and Auto QA.
If calls stop appearing or processing suddenly, it’s often related to minute usage.

This article explains how minutes work, what happens when they run out, and how to add more.

Quick answer (TL;DR)

  • Minutes are consumed when calls are processed

  • When minutes are exhausted, new calls stop flowing

  • You can add more minutes by upgrading or purchasing add-ons

  • Once minutes are added, call processing resumes automatically

1. What counts toward minute usage?

Minutes are consumed when:

  • Call audio is ingested and processed

  • Transcripts are generated

  • Gen AI insights run on calls

  • Auto QA evaluates calls

If a call does not get processed, minutes are not consumed.

2. How to check your minute usage

You can view minute usage in:

  • Billing / Usage section (Admin access required)

  • Plan details showing:

    • Total allocated minutes

    • Used minutes

    • Remaining minutes

3. What happens when minutes are exhausted?

When your available minutes reach zero:

  • ❌ New calls stop processing

  • ❌ Transcripts are not generated

  • ❌ Gen AI insights and Auto QA do not run

  • ❌ Recent calls may not appear in the call list

Important clarification

Calls may still happen in your telephony system, but they will not flow into Enthu until minutes are available again.

4. I am not able to see recent calls — could this be due to minutes?

Yes.
If minutes are exhausted:

  • Recent calls will not appear

  • No sampling or AI processing will run

  • No sampling emails will be triggered

This is one of the most common reasons for “missing recent calls.”

5. How can I add more minutes to my account?

Option 1: Upgrade your plan

  • Increases your monthly or annual minute limit

  • Best for consistently high call volumes

Option 2: Purchase additional minutes (add-on)

  • One-time or recurring add-on

  • Useful for temporary spikes

Reach out to your account manager. 

6. What happens after I add more minutes?

  • Call processing resumes automatically

  • New calls start flowing again

  • AI processing and sampling restart

  • No manual action is required

Previously missed calls may not be processed automatically, you have to reach out to your account manager. 

7. Common mistakes to avoid

  • Assuming calls are missing due to filters when minutes are exhausted

  • Expecting past calls to auto-process after adding minutes

  • Not monitoring usage during high-volume periods

When should you contact support?

Contact support if:

  • Minutes show available but calls still don’t flow

  • Usage numbers look incorrect

  • Calls are processed despite minutes showing exhausted

Sharing workspace name and time range will help faster resolution.