How Messages are Counted and Billed

What are Message Segments?

Each message you send from your customer service or marketing number is measured in groups of characters, called “segments.” A Shout subscription includes 750 message segments a month.

All Shout-to-Shout (S2S), Facebook, and inbound messages are free and don’t use any of your allotted message segments.

How are Message Segments Counted? 

Every message composer includes a segment counter which adds up as you type so you know how many segments a message is using. The number of segments used in each message depends on how long the message is and how many people receive it.

Individual Messages

The number you see in the segment counter will be the number of segments used.

Group Messages

Group messages start individual conversations, so segments are counted for each member of the group. A 2 segment message sent to 5 contacts would use 10 segments (2x5=10).


Each question in a conversation bot has a segment counter. These messages are counted like other individual messages.

  • Emojis use up more segments than regular text
  • Make your messages short and concise
  • On average, message segments cost about $0.01 each
  • Images only use one segment

How to Track My Message Segment Usage

  • Log in to the Shout.app on your desktop or tablet
  • Click the black arrow at the top right of the screen to show a drop down menu
  • Click Settings
  • Under General, select Usage

What if I Exceed 750 Monthly Message Segments?

If you exceed your monthly segments, Shout automatically credits your account with 500 more segments that roll over month-to-month. These segments cost $5 and are billed to your card on file. 

Fun fact – 500 message segments cost the same as 14 postcard stamps. Shout users tell us those segments are worth every penny. 

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