Your agency’s credit balance, sometimes called a “wallet,” is the funds available for your communication activities. The associated costs are deducted from this credit balance whenever you use communication features like SMS, calls, voicemail drops, emails, or WhatsApp messages.

How Does The Balance Work? #

Your card is charged based on the auto-recharge rules you’ve set on the Agency Settings’ Billing page. Your card is charged with the recharge amount once your credit balance falls below the specified threshold. This ensures you have funds available for your communication needs.

A Few Examples #

By default, once your credit balance goes below $10, your agency’s credit card will be charged $10 to get your balance up to $20.

In another example, when the wallet balance goes under $25, your agency’s credit card will be charged an amount to get your balance up to $125.

Note: When charges to your credit card fail, we notify all agency admins in your agency account. SMS, calls, emails, etc. for all your clients get hampered if your credit balance goes below $0.

How Do You Check Your Agency’s Credit Balance? #

Inside the Agency View, navigate to the Billing tab inside your settings and switch to the Wallet & Transactions section.

To check your agency’s spending history, scroll down to the summary tab. There, you’ll find a monthly breakdown of your expenses for the last three months.

For a more thorough exploration of those expenses, click on the Detailed Transactions tab.

By expanding the categories, you can see a monthly breakdown of spending for each one.

Each call is processed individually for easy tracking, including mention of region and whether it was a conference, campaign, or regular call.

You can download a CSV version of the transaction history by clicking the Export option.

Note: The summary data is updated once daily, so it may take up to 24 hours to reflect the most accurate reporting.

Rebilling Usage to Clients #

For Pro plan or higher subscribers, you can easily rebill usage to your clients using SaaS Mode, which covers both phone and email rebilling. You can even include a markup to generate profits through rebilling.

Note: HighLevel will no longer apply a markup when rebilling carrier charges and A2P 10DLC charges. This means they pass along the original charges without any additional markup. It’s important to understand that earnings won’t always be exactly 2x, 3x, or 3.5x the amount spent because compliance charges and carrier fees are not marked up.

The rebilling is designed such that HighLevel invoices you for usage and then invoices your clients on your behalf. The funds that you collect from your clients are deposited in your connected Stripe account.

You receive an invoice from HighLevel with the HighLevel logo and branding, while your clients receive an invoice from you with your logo and branding, as configured in your Stripe account.

This system is always prepaid. This means the agency will collect money upfront and maintain a positive cash flow.

What Does This Connection Include? #

Communication offers a seamless solution for rebilling your clients. The system is designed to work exceptionally well with SaaS compared to other services like Twilio or Mailgun. Here are some key benefits:

• Instantaneous Billing: Say goodbye to delays caused by Twilio webhooks. With LC Communications, billing happens instantly.
• Built-in Ramp: This provides a built-in ramp for new sub-accounts (locations), ensuring that your new clients won’t rapidly increase your costs, significantly improving your agency’s cash flow.
• Error and Bounce Rate Monitoring: The system monitors error and bounce rates to help you identify and address problematic contact lists.
• Opt-Out and Unsubscribe Monitoring: The system actively monitors opt-outs and unsubscribes to reduce spam-related issues.
• Carrier Complaints and Violation Monitoring: This will watch for Acceptable Use Policy (AUP) violations and carrier complaints to protect your sender’s reputation.

Frequently Asked Questions #

What is the agency wallet? #

The wallet is your agency’s credit balance — the funds used to pay for communication activities like SMS, calls, voicemail drops, emails, and WhatsApp messages. Costs are deducted from this balance as you use those features.

How does auto-recharge work? #

When your credit balance drops below the threshold you set on the Agency Settings’ Billing page, your card is automatically charged the configured recharge amount to top your balance back up.

What happens if my card charge fails? #

All agency admins are notified. If your credit balance falls below $0, communication features such as SMS, calls, and emails are hampered for all of your clients.

Where do I view my spending history? #

In the Agency View, open the Billing tab and switch to the Wallet & Transactions section. The summary shows a monthly breakdown for the last three months, and Detailed Transactions provides a category-level view you can export to CSV.

How current is the spending data? #

Summary data updates once daily, so it may take up to 24 hours to reflect the most accurate reporting.

Can I rebill communication usage to my clients? #

Yes. Pro plan or higher subscribers can rebill phone and email usage through SaaS Mode and can add a markup. Note that carrier charges and A2P 10DLC charges are passed through without markup, so margins won’t be an exact multiple of usage.