Bill a client

This guide sets up billing for one client and walks through everything on that client’s Billing page. You need at least one plan, or a minute pack for a client without a plan. See Create client plans and Create minute packs.

Before you begin

Owner or admin. Agency owners and admins manage a client’s billing. Members do not see it.
Client billing on for your agency. See Set up client billing.
Each agent belongs to one billed client. If one of this client’s agents is also selected for another client, remove it from one of them first. See Manage workspace assets.

Switch billing on for the client

Open the client’s billing settings

Open the client and select Client settings in the Agency only box. Under Access & integrations, select Client billing in the section menu. “Track this client’s minutes against a plan, email usage warnings and, when you choose, stop calls when minutes run out.” Open billing takes you to the client’s Billing page.

Choose the billing setting

Under Billing for this client, choose Track only or Track and enforce.

Setting	What happens
Off	Nothing is metered, emailed or blocked. Balances and history are kept.
Track only	Usage is counted and emailed. Calls are never stopped.
Track and enforce	Calls stop when minutes and overflow run out, or while you pause them.

Choose a plan

The first time you switch a client on, the Switch billing on dialog asks for a Plan: one of your plans, or No plan: minute packs only. “A plan starts a period today and creates its first payment request.” Usage is counted from now on; nothing before this moment is billed.
Confirm

Select Switch on. For Track and enforce, the dialog is Stop calls when minutes run out? and explains what will change. Select Turn on Track and enforce.

Changes in this section save straight away. You can move a client between Track only and Track and enforce at any time. Switching back to Off stops metering and releases any blocks.

Show billing to the client

Turn on Show billing to the client: “Billing contacts (set under Users with access) see a Billing page with their minutes and payments.”

Then choose the billing contacts:

In the same Client settings, go to Users with access.
Turn on Billing contact on each person who handles billing at the client. You see Added as a billing contact.

Billing contacts see Billing in their menu while billing is shown to the client, and they get the client’s billing emails. Other client users see no billing. To add a person first, see Invite a client user. To see what they see, use View as client. See Client billing for your clients.

Billing email addresses

If the client pays its bills from an accounts inbox with no portal login, add up to 3 billing email addresses in this Client billing section. They get every billing email the billing contacts get, including each payment’s link to its payment page, statements, invoices and receipts. They cannot sign in. See Get paid without Stripe.

Invoice details

If you issue invoices from the portal, you can record the client’s invoice details: company name, address and tax ID. They appear on the client’s invoices as the buyer.

Options for this client

Each option starts on your agency default, marked Agency default. Change it here and it is marked Custom, with Reset to go back to the default.

Option	What it does
Overflow minutes	Extra minutes after plan and packs, before calls stop.
Client can request minute packs	Shows Request minutes (or Buy now) on the client’s billing page.
Billing emails to the client	Usage, overflow and payment emails to billing contacts.
Stop outbound calls	Track and enforce: campaigns pause when minutes run out.
Stop inbound calls	Track and enforce: the portal changes provider settings while blocked.
Stop text channels too	WhatsApp and SMS replies stop when calls stop, and when a plan’s chat conversations are used up.

Two values can also be set for this client, each with its own Save:

Overflow minutes for this client: a different overflow allowance from the plan’s. “Empty uses the plan’s overflow.”
Message callers hear when blocked (Vapi): up to 200 characters. “Empty uses your agency’s message.”

Unlimited overflow

“For clients you trust: calls continue when minutes run out. Every overflow minute is billed at the plan’s overflow price, and you get an email as usage grows.”

Unlimited overflow needs a plan with an overflow price, so every extra minute is billed. Calls then never stop for lack of minutes, only while you pause them. You are emailed each time the client uses another block of overflow minutes, set in Unlimited overflow: email me every on the Settings tab.

When minutes run out

For clients on Track and enforce, three more options decide how strictly calls are limited.

Option	Providers	What it does
End calls in progress	Retell AI, Vapi; ElevenLabs at the call’s time limit	“Off: calls finish and the extra time is carried over. On: Retell calls and Vapi outbound calls end once the minutes are used (Vapi inbound with Exact call limits on); ElevenLabs calls end at their time limit.” Starts on your agency default.
Exact call limits	Retell AI, Vapi	“Every inbound call is checked and limited to the minutes left. For several calls at once, also turn on End calls in progress so the total stays within the minutes. The portal stays connected to the client’s numbers while this is on.”
Website widget needs minutes	ElevenLabs	“The widget starts conversations only while this client has minutes.” Copy the widget code shown for each agent with Copy code, and replace the widget code on the client’s website with it.

With End calls in progress on, Vapi callers hear your wrap-up message about a minute before the call ends. While Website widget needs minutes is on, the client’s ElevenLabs agents require authentication, so the website widget works only with the code shown here.

See When minutes run out for what happens on each provider.

The client’s Billing page

Open the client and select Billing in the Agency only box, next to Client settings and View as client. Billing contacts see a simpler version of this page: Card purchases, Minutes and Enforcement, and the actions on every card, are for you only.

A banner at the top shows the one most important message, such as 80% of plan minutes used, Using overflow minutes or Calls have stopped: minutes used up.

Plan

The plan card shows the plan name, its price and included minutes (“£129.00 per month · 500 minutes included”), the overflow terms (“Overflow: 75 min at £0.20/min, billed at renewal”), the billing setting, This period (for example 14 Oct to 14 Nov 2026) and Renews.

Action	What it does
Change plan (or Assign plan)	An upgrade starts a new period today, with unused minutes added on top. For clients on manual payments, the old period’s charge is cut to the share used, by reducing its unpaid payment or with a credit on the new one. A downgrade starts at the next renewal. See Create client plans.
Pause calls	Choose a Reason (Payment overdue, Using overflow minutes or Other) and confirm. On Track and enforce, new outbound calls stop now and inbound calls are refused within a minute; calls in progress finish. On Track only, the pause is recorded and emailed, but calls are not stopped. The client and your team are emailed.
Resume calls	Shown while paused. Calls start again within a minute.
Cancel at period end	The plan ends at the end of this period. Minutes stay usable until then, and packs until they expire. The card shows Ends with the date, and Renews reads No (cancelled).

Minutes this period

The card leads with the plan minutes used, for example “320 of 500 plan minutes used”, then Resets with the date the plan minutes refresh, and any calls in progress. The bar splits the client’s minutes into Plan minutes used, Plan minutes left, Packs and extras left, Overflow used, Overflow left and, if it happens, Over the limit. Plans with a chat allowance also show Chat conversations used this period.

How this client pays

Choose the Collection: Manual payments, Stripe invoices or Card (automatic). The Stripe options need a connected Stripe account that is taking payments. See Connect Stripe.

Auto top-up

Shown while the client has auto top-up on: “Minutes are added automatically before they run out.” with the terms the client agreed to, and Turn off auto top-up. See Create minute packs.

Payments

“What this client owes you. Mark a payment paid when you receive it, however the client paid.”

Each row shows what it is For (Plan, Minute pack, Overflow minutes, Extra conversations or Other), the Amount, Due date, Status and Reference. The status is Due, Overdue, Paid or Void. A paid row also shows how and when it was paid, for example “Bank transfer · 14 Oct” or “Paid in Stripe · 14 Oct”. The reference is your own invoice number, or a short reference such as PR-7F3A21C9.

Select the actions button on a row:

Action	What it does
Mark as paid	Choose Paid by (Bank transfer, Cash, Cheque, Card (outside the portal) or Other), and optionally Your invoice reference (optional) and a Note (optional) of up to 100 characters. Notes cannot contain bank account or card numbers. Minutes waiting for this payment are added straight away, and the client gets a payment received email, with the receipt attached if you issue invoices from the portal. When a client pays part of a bill, record the part payment from the same dialog: the payment counts as paid, and its minutes are added, once the part payments reach its amount.
Grant minutes now, collect later	For a plan or pack payment whose minutes are not added yet: the minutes are added now, and the payment stays open.
Send reminder	Emails the payment again, with your payment instructions, the reference and the payment page link.
Invoice reference and link	Record your own invoice number and an https link to it, shown to the client so they can find your invoice. Not needed if you issue invoices from the portal.
Undo payment	For a payment marked paid by mistake. It goes back to due or overdue, and minutes this payment added that are not used yet are taken back. Marking it paid again adds back what wasn’t used.
Void request	Cancels a due or overdue payment. Its payment page then says it is no longer due. If the portal had issued an invoice for it, a credit note is issued.

Request payment for a pack at the top of the card bills a pack for this client. See Create minute packs.

Reminders go out by themselves on your reminder schedule: by default 3 days before the due date, on the due date, and 3 and 7 days after. If your settings say Also pause calls automatically, the client and your team are warned 2 days before, and the client is paused once a payment is overdue by the number of days you chose.

When the client tells you they have paid, using “I’ve paid” on the payment page, the payment shows Reported paid and its reminders and automatic pause wait for 5 days. Check the money has arrived, then mark it paid: minutes are added only then.

The Payments due tab under Client billing lists every client’s open payments in one place, with Mark as paid and Remind on each row. There you can also mark several payments paid at once, and filter to the ones reported paid. See Get paid without Stripe.

For payments that are Stripe invoices, see Connect Stripe.

Card purchases

“Minute packs this client bought by card”, with each purchase’s amount and status, and Refund. See Create minute packs.

Invoices

“Download any invoice or credit note as a PDF.” Lists this client’s Stripe invoices and credit notes, and the invoices and credit notes the portal issues if you turn on portal invoices. The client’s monthly statements are listed on this page too.

Minutes

“Plan minutes are used first, then packs and extras (earliest expiry first), then overflow.” Each grant is listed with its Source (Plan minutes, Carried over, Trial minutes, Minute pack, Added by agency or Overflow), Granted, Used, Left and Expires.

Add minutes: enter Minutes and a Reason. Added minutes don’t expire.
Remove: enter Minutes and a Reason. Unused minutes are removed newest first; overflow is never removed.

Usage

“Billable minutes by day, agent and channel.” Choose This period, 30 days or 90 days. The card shows a daily chart, By agent (minutes), By channel (minutes; text counted) and every call with its start time, agent, channel, direction and billable time.

Statement CSV downloads the usage for the chosen range, one row per call or conversation, with its call ID, agent ID, start and end times, channel, medium (voice or text), direction and billable seconds. It is useful for your own invoicing or to answer a client’s question about a bill.

Enforcement

“New calls stop when minutes and overflow run out, or while calls are paused. Calls in progress finish.” The badges show the billing setting and whether outbound and inbound calls are blocked when minutes run out. Change in Client settings takes you to the options.

Under Provider changes while inbound calls are blocked, select Show what changes to list exactly which numbers or agents would be changed on the provider, and any that are left alone. While the client is blocked, Blocked right now lists each change in place. The card ends with Usage last read and the time.

Troubleshooting

Problem	What to do
An agent of this client is also used by another client	Each agent can belong to one billed client. Remove the agent from one of the clients in Agents & numbers.
Choose a plan, or packs only, before switching billing on.	Pick a plan or No plan: minute packs only in the dialog.
Unlimited overflow is greyed out	Give the client a plan with an overflow price.
The Billing page says Billing is off for this client	Switch it on in Client settings, under Client billing.
Inbound calls are counted but not refused on Track and enforce	Provider changes are not on for this client yet. Contact us to turn them on.
A number is listed as not blocked under Show what changes	Numbers that already use your own webhook or server URL, or that route to another client’s agent, are left as they are. See When minutes run out.
The banner says Usage can’t be read from the voice provider	Check the client’s API key. See Update a provider API key.
A billing contact cannot see Billing	Check Show billing to the client is on and their Billing contact switch is on.