SaaS Usage Limits for Voice and Conversation AI

TL;DR

Pro agencies can now cap Voice AI and Conversation AI usage for SaaS sub-accounts and choose whether to bill for overages or cut off the action.

Turn it on in Labs if you want to prevent unexpected usage spikes across your SaaS clients.

Who this affects

HighLevel has not confirmed the full scope of affected accounts, but the feature specifically targets Pro agencies managing SaaS client accounts. Agencies that do not use SaaS mode or do not offer Voice AI and Conversation AI can ignore this update.

What changed

HighLevel added the following controls for AI usage on SaaS sub-accounts:

• Pro agencies can configure usage limits for Voice AI and Conversation AI on SaaS client accounts via Labs.
• Agencies can choose whether to bill clients for excess usage or stop the action entirely once limits are reached.
• Limits can be set as an optional step during new client onboarding when rebilling is configured.
• Sub-account admins can view their current consumption against limits and check reset dates on their billing page.
• Clients unable to upgrade their plan can submit limit increase requests from their billing page or directly from a limit prompt.
• Agencies can review, approve, or reject these increase requests from Manage Client, the agency dashboard, and the SaaS Configurator.
• Automated in-app and email notifications alert agencies to pending requests and notify clients of limit adjustments or rejections.

HighLevel has not confirmed whether this replaces or breaks any existing billing behavior, nor have they published specific plan gating beyond Pro agencies or the broader rollout status.

Where to find it

HighLevel has not published a single step-by-step navigation path for the entire workflow, but the settings span several existing sections:

• Turn on the feature under agency-level Labs.
• Set initial limits in the SaaS Configurator or during the onboarding step for clients with rebilling.
• Review and manage increase requests within the agency dashboard, Manage Client, or the SaaS Configurator.
• Sub-account users can find their meters, reset dates, and request options under their sub-account billing page.

How agencies will use this

An agency onboarding a new client onto a SaaS plan configures rebilling and establishes a set cap on Voice AI and Conversation AI usage. Instead of allowing automated workflows and AI conversations to rack up unchecked charges, the agency configures the account to stop the action when the threshold is hit.

When the sub-account hits the limit during high activity, the client receives a prompt and visits their billing page to submit a limit increase request. The agency receives an automated in-app and email alert, reviews the request inside Manage Client or the SaaS Configurator, and approves the higher limit so the client's automated actions can resume.

Our take

This is a solid operational update for anyone reselling AI services on the Pro plan. Runaway conversation volume and untracked AI usage can quickly lead to client disputes or unexpected agency costs. Having the option to hard-stop actions or collect overage payments directly addresses that liability. It is currently in Labs, so test the request workflow with a test sub-account before relying on it across your entire client base.