What callers hear when blocked
When a client on Track and enforce runs out of minutes, or you pause it, new calls stop and calls already in progress always finish. What a new caller experiences depends on the client’s voice provider:
- Vapi: the caller hears your blocked message, by default “This line is temporarily unavailable. Please try again later.”, and the call ends. The agent doesn’t answer.
- Retell AI: the call is rejected before the agent answers. The portal plays no message.
- ElevenLabs: the call ends before the agent answers, with no message, on every ElevenLabs plan.
Outbound calls and campaigns from the portal stop for every provider and start again by themselves when minutes come back. On Track only, nothing is ever blocked: calls carry on and are counted.
What happens on each channel
Section titled “What happens on each channel”For a client on Track and enforce with the default options, once it is blocked:
| Channel | ElevenLabs | Retell AI | Vapi |
|---|---|---|---|
| New inbound phone calls | Ends before the agent answers, no message | Rejected before the agent answers, no message | Your blocked message plays, then the call ends |
| Calls already in progress | Finish | Finish | Finish |
| Inbound WhatsApp calls | Ends before the agent answers | Not used | Not used |
| WhatsApp messages | Replies stop while the client’s chats are stopped | Not used | Not used |
| SMS | Chat-only agents refuse new SMS chats while chats are stopped | Texts get no reply while chats are stopped | Counted, not stopped |
| Website widget and web chat | Stops only with Website widget needs minutes on | Counted, not stopped | Counted, not stopped |
| Outbound calls and campaigns from the portal | Stop, then resume by themselves | Stop, then resume by themselves | Stop, then resume by themselves |
| Calls placed outside the portal, for example from the provider’s dashboard | Counted, not stopped | Counted, not stopped | Counted, not stopped |
Chats (WhatsApp, SMS and web chat) never use minutes. On a plan with a chat allowance, they stop when the client’s chats run out or while the client is paused, and running out of minutes leaves them going. On a plan without one, they stop when calls stop. Either way, they stop only while Stop text channels too is on (the default). See What WhatsApp, SMS and web chat users see.
What happens when an ElevenLabs call is blocked?
Section titled “What happens when an ElevenLabs call is blocked?”The caller is connected to ElevenLabs, and the conversation ends before the agent says anything. Your blocked message is not played on ElevenLabs, and the caller does not reach your agent. This is the same on every ElevenLabs plan.
How it works, so you can check it in the client’s ElevenLabs account:
- Voice AI Portal
Changes the agent
Within a minute of the block, the agent's conversation initiation webhook points to the portal, and its first message override is switched off.
- Voice AI Portal
ElevenLabs checks with the portal
A caller rings the client's number, and ElevenLabs asks the portal how to start the conversation.
- Voice AI Portal
Refuses the conversation
The portal answers with a first message the agent no longer allows, so ElevenLabs ends the conversation before the agent answers.
- Voice AI Portal
Puts everything back
When minutes return, the webhook and override settings are restored exactly as they were.
- What changes. Each of the client’s agents gets the portal’s conversation initiation webhook, and its first message override is switched off while the client is blocked. Every other override keeps its setting. Under Show what changes, each agent is listed as “Conversation initiation webhook set to the portal, which ends new phone, SIP and WhatsApp conversations before the agent answers”.
- Phone, SIP and WhatsApp. New phone calls, SIP calls and WhatsApp conversations to the agent are refused, including WhatsApp calls.
- WhatsApp text on a voice agent. ElevenLabs does not tell the portal whether a new WhatsApp conversation is text or voice, so while the client is blocked for minutes, an agent that handles voice refuses new WhatsApp conversations of both kinds. A chat-only agent is judged by the client’s chats instead. Give WhatsApp and web chat their own chat-only agent to keep chats going when minutes run out. See Bill your clients for chats.
- Agents left as they are. An agent that already uses its own conversation initiation webhook is never changed, and is listed as not blocked under Show what changes.
- If someone changes it back. The portal checks every change once a day. If the webhook is removed, or the first message override is switched back on, in the ElevenLabs dashboard while the client is blocked, the agent shows Changed outside the portal under Blocked right now.
If the client gets minutes back before the change is undone, the next call goes through to the agent as normal.
What happens when a Retell AI call is blocked?
Section titled “What happens when a Retell AI call is blocked?”The call is rejected and the agent never answers. The portal plays no message. In a live test on 30 October 2026, the caller heard the line ring, and then the call ended.
- What changes. Each number that routes to the client’s agents gets the portal’s inbound call webhook, listed under Show what changes as “Inbound call webhook set to the portal, which rejects calls”. The previous webhook is saved first and restored exactly afterwards.
- SMS numbers. With Stop text channels too on, each SMS number gets the portal’s inbound SMS webhook while the client’s text is stopped, and incoming texts get no reply.
- Numbers left as they are. Numbers that already use your own inbound webhook, numbers that also route to another client’s agent, and SMS numbers that already use your own SMS webhook are never changed. Show what changes lists each one with the reason.
- API key. The client’s Retell AI key must be allowed to change phone numbers: give it Phone Edit access. See Connect Retell AI.
What happens when a Vapi call is blocked?
Section titled “What happens when a Vapi call is blocked?”The caller hears your blocked message, and then the call ends. The agent doesn’t answer.
- The message. The owner sets it in Message callers hear when blocked (Vapi) under Client billing, then Settings, up to 200 characters. The default is “This line is temporarily unavailable. Please try again later.” A client can have its own message in its Client settings (“Empty uses your agency’s message.”). A good message gives callers another way to reach the business.
- What changes. Each number that uses one of the client’s assistants has its assistant removed and its server URL set to the portal, which answers with your message. When minutes come back, the assistant is put back exactly as it was.
- Numbers left as they are. Numbers that already send events to your own server URL, and numbers that use a squad or workflow, are never changed.
What WhatsApp, SMS and web chat users see
Section titled “What WhatsApp, SMS and web chat users see”Chats are stopped only for clients on Track and enforce with Stop text channels too on.
| Channel | What the customer experiences while chats are stopped |
|---|---|
| WhatsApp messages (ElevenLabs) | WhatsApp messaging is switched off on the client’s WhatsApp numbers, so a customer’s message gets no reply. This applies even if the client has no agents of its own. Replies come back on within a minute of chats being added. |
| WhatsApp templates and messages sent from the portal | Refused before sending, with “This client has used all its chats. Add chats from its Billing page, or new chats can start when its allowance resets.” |
| SMS (Retell AI) | Incoming texts get no reply. |
| SMS and WhatsApp on ElevenLabs chat-only agents | New chats are refused. |
| Website widget and web chat (ElevenLabs) | With Website widget needs minutes on, and the client’s website using the widget code from its Client settings, the widget can’t start a new conversation. A chat-only agent’s widget follows the client’s chats; other agents follow its minutes. With the option off, widget conversations carry on and are counted. |
| Vapi chats and SMS, Retell AI chats outside SMS | Carry on and are counted, and billed past the allowance if the plan prices extra chats. |
Calls are never stopped because chats ran out. When chats run out but minutes are left, calls carry on. See Bill your clients for chats.
What happens to outbound calls and campaigns?
Section titled “What happens to outbound calls and campaigns?”With Stop outbound calls on (the default), the portal checks the client’s balance before every outbound call or message it sends. This works on every provider, with or without provider changes, and a call that is already connected always finishes.
| Campaign step | Checked against | Label while paused | Starts again |
|---|---|---|---|
| Voice calls | Minutes | Paused: out of minutes | Within a minute of minutes being added |
| WhatsApp calls | Minutes | Paused: out of minutes | Within a minute of minutes being added |
| WhatsApp templates | Chats | Paused: chats used up | Within a minute of chats being added or the allowance resetting |
| SMS (Retell AI) | Chats | Paused: chats used up | Within a minute of chats being allowed again |
| Not billed | Never paused by client billing | ||
| Any step, while you pause the client | Paused by agency | When you select Resume calls |
You don’t need to restart a campaign paused for billing. The person who created it, or your admins, get an email saying it paused and why, for example “this client has used all its minutes. It starts again on its own when minutes are added.” See Run an outbound campaign, WhatsApp campaigns, SMS campaigns and Email campaigns.
A WhatsApp call started by hand from the portal is refused with “This client has no minutes left.” or “Calls are paused for this client.”, and a test send from a campaign with “This client has no minutes left.” or “This client has used all its chats.”
What you and the client are told
Section titled “What you and the client are told”| When | Your client’s billing contacts | Your team |
|---|---|---|
| Minutes and overflow are used up | Email “Calls have stopped: minutes used up”, at most once a day, and the banner Calls have stopped: minutes used up | Email “Calls have stopped for” the client, at most once a day, and the same banner |
| You pause the client | Email “Your calls are paused” with the reason, and the banner Calls are paused | Email “Calls paused for” the client |
| A card payment stays unpaid past the grace days | Banner Calls have stopped: payment overdue | The same banner, and the failed card payment emails |
| The plan’s chats are used up | Email that the plan’s chats are used, saying “SMS and WhatsApp replies are paused until the allowance resets. Calls are not affected.” when chats stop | The same email, and a banner saying WhatsApp, SMS and chat replies are paused |
| Calls start again | Email “Your calls are running again” with the minutes available | Email “Calls resumed for” the client |
Client emails go to billing contacts and billing email addresses while Billing emails to the client is on. Your team’s emails go out while Billing emails to your team is on. The banners show on the client’s pages either way. See Client billing for your clients.
Why is a client blocked?
Section titled “Why is a client blocked?”On Track and enforce, a client’s new calls are refused when any of these is true:
- Minutes are used up. The plan, pack, added and overflow minutes left are less than Minimum minutes to start a call (1 minute unless you change it), so a call doesn’t start only to be cut short.
- You paused the client, by hand or automatically for an overdue payment.
- Its card payment failed and the days to fix it have passed.
- It has no plan and no packs.
- Its free trial ended without a paid plan. See Offer your clients a free trial.
A client with Unlimited overflow is never blocked for minutes, only while paused or suspended for a failed card payment.
If the portal can’t read the client’s balance while checking an incoming call, If usage can’t be checked during a call decides: Let the call through (the default) or Refuse the call. An outbound call that can’t be checked is not placed, and is tried again on the next run.
What does Track only do instead?
Section titled “What does Track only do instead?”On Track only, nothing is blocked. Inbound and outbound calls, campaigns and chats all carry on. The portal counts every minute and chat, sends the usage and overflow warnings, and shows the banner All minutes used with how far over the client is. The extra minutes come out of the next minutes the client gets, or are billed at the plan’s overflow price at renewal. No provider settings are ever changed. Use it for a client’s first month, or for any client you never want stopped.
When do calls start again?
Section titled “When do calls start again?”Within a minute of the client having minutes again: you add minutes, a pack or plan payment is recorded or paid by card, or the plan renews. The portal then undoes every provider change, paused campaigns carry on, and you and the client get the calls resumed email. A paused client starts again only when you select Resume calls on its Plan card, even if it has minutes. See Restore calls.
Troubleshooting
Section titled “Troubleshooting”| Problem | What to do |
|---|---|
| Inbound calls still reach the agent after minutes ran out | Provider changes are not on for this client yet, or Stop inbound calls is off. On the client’s Billing page, select Show what changes under Enforcement: “Provider blocking isn’t switched on for this portal yet” means only outbound calls are stopped for now. Contact us to turn provider changes on. |
| One number or agent still takes calls | It uses your own webhook or server URL, a Vapi squad or workflow, or routes to another client’s agent. Show what changes lists it with the reason. |
| A Vapi caller hears the default message | The client’s own message is empty, so it uses your agency’s message. Set it in the client’s Client settings. |
| An ElevenLabs caller reaches the agent while the client is blocked | Check Blocked right now for Changed outside the portal: someone may have changed the agent’s webhook or switched its first message override back on. |
| WhatsApp customers get no reply although the client has minutes | The client’s chats are used up. Add chats, or wait for the allowance to reset. |
| A campaign still shows Paused: out of minutes | It starts again within a minute of minutes being added. If you paused it yourself, resume it on its page. |
Questions
Section titled “Questions”Is a caller cut off when the minutes run out?
Section titled “Is a caller cut off when the minutes run out?”No. Calls in progress always finish, on every provider. Only new calls stop. The extra time is taken from the next minutes added, or billed as overflow.
Can I change what Vapi callers hear?
Section titled “Can I change what Vapi callers hear?”Yes. Change Message callers hear when blocked (Vapi) under Client billing, then Settings, or set a message for one client in its Client settings.
Can ElevenLabs or Retell AI callers hear a message too?
Section titled “Can ElevenLabs or Retell AI callers hear a message too?”No. The portal refuses those calls before the agent answers, so no message is played. To keep a client’s calls from stopping in the first place, give its plan overflow minutes, offer auto top-up, or use Unlimited overflow for a client you trust. See How to avoid cutting a caller off.
Do campaigns restart by themselves?
Section titled “Do campaigns restart by themselves?”Yes. Campaigns paused because minutes or chats ran out start again within a minute of minutes or chats being added. Campaigns paused because you paused the client start again when you select Resume calls.
Do email campaigns stop when a client runs out?
Section titled “Do email campaigns stop when a client runs out?”No. Email steps don’t use minutes or chats, so client billing never pauses them.