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Overview

The Agency Settings allows you to create and manage multiple company accounts under one umbrella. Each company gets its own isolated environment with separate agents, billing, and user permissions.

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Company Management

In the Agency Settings, click Companies on the sidebar to access the company management dashboard.

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Creating a Company

1

Open Companies Tab

Navigate to the Companies tab in your Agency Settings.
2

Add Company

Click Create a company and fill in the details: - Upload a logo - Set company name - Enter e-mail address - Add postal address
3

Save

Agency Plus and Agency Pro plans can hold unlimited companies. Agency Basic is limited to 3 companies.
Subaccount Add Company

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Suspend or Delete

  • Suspend – Freeze access to the company account temporarily
  • Delete – Remove the tenant entirely with one click
Deleting a company is permanent and cannot be undone. All agents, data, and settings will be lost.

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User Management

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Company-Level Users

Grant team members access to individual company accounts with role-based permissions.
1

Go to Company Settings

Navigate to Settings → Company within the company workspace.
2

Find Company Staff

Scroll down to the Company Staff section.
3

Invite User

Enter the user’s e-mail and select a role: - Viewer – View transcripts and analytics (read-only) - Editor – Viewer rights plus edit prompts, tools, and agent settings - Creator – Editor rights plus create new agents - Admin – Full access including phone numbers, billing, and integrations
4

Send Invitation

Click Invite. The user receives an e-mail link to create their password.

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Agency-Level Admins

Agency admins have full rights over all company accounts under the agency.
1

Switch to Agency Settings

Ensure you’re in the Agency Settings (not a company workspace).
2

Open Agency Admins

Go to Settings → Agency Admins.
3

Invite Admin

Enter an e-mail address and click Invite.
Agency Admins inherit full rights over all company accounts under that agency.

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Custom Fields & Custom Values

Custom Fields and Custom Values allow you to extend your company settings with additional data that can be referenced in your agent prompts.

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Custom Fields

Custom Fields are fields that can be assigned to contacts. When contacts are uploaded or created, these custom fields can be set and then referenced in agent prompts using dynamic variables. Use Cases:
  • Store contact-specific information like membership type, lead source, or referral code
  • Track custom attributes that aren’t part of standard contact fields
  • Personalize agent conversations based on contact-specific data
How to Use:
  1. Create Custom Fields:
    • Navigate to Settings → Company within your company workspace
    • Find the Custom Fields section
    • Add new custom fields with names like membership_type, lead_source, referral_code, etc.
  2. Assign to Contacts:
    • When uploading contacts via CSV or API, include your custom field values
    • Custom fields can also be set when creating contacts programmatically
  3. Reference in Agents:
    • Use the format {{contact.custom_field_name}} in your prompts
    • Example: "Hi {{contact.first_name}}, I see you're interested in our {{contact.membership_type}} membership."
Custom Fields are perfect for storing data that varies per contact, like membership tiers, appointment preferences, or custom tags.

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Custom Values

Custom Values are company-specific values that can be set once and referenced across all your agents. This allows you to update company-wide information in one place rather than updating every agent individually. Use Cases:
  • Company address, phone number, or business hours
  • Standard pricing or service descriptions
  • Company-wide policies or messaging
  • Any information that should be consistent across all agents
How to Use:
  1. Create Custom Values:
    • Navigate to Settings → Company within your company workspace
    • Find the Custom Values section
    • Add new custom values with names like company_address, business_hours, support_email, etc.
  2. Set the Values:
    • Enter the value for each custom value field
    • These values are shared across all agents in your company
  3. Reference in Agents:
    • Use the format {{company.custom_value_name}} in your prompts
    • Example: "Our office is located at {{company.company_address}}. Would you like directions?"
Best Practice: If your company address changes, update it once in Custom Values rather than editing every agent prompt. All agents will automatically use the new address!
Example: If you set a custom value called company_address with the value "123 Main Street, Perth, WA 6000", you can reference it in any agent prompt: 
You are a receptionist for {{company.name}}.

Our office is located at {{company.company_address}}.
When customers ask for directions, provide this address.
If you later move to a new location, simply update the company_address custom value once, and all your agents will automatically use the new address.

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Billing & Usage

Track usage and profitability for each company account.

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Usage Dashboard

View detailed metrics for each subaccount:
  • Cost – How much the usage cost your agency
  • Revenue – How much you charged the client
  • Profit – Your margin (Revenue - Cost)
This gives you full visibility into which clients are most profitable and helps with pricing optimization.

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Advanced Rebilling Settings

Configure automated billing rules for each company account.
Rebilling Advanced Settings

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Rebill Option

Toggle rebilling on or off for the company. When off, you’ll need to bill the client manually.

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Retainer Fee (Optional)

Retainer Fee: $0.00 USD/month
Set a fixed monthly fee that will be charged to this company each month, regardless of usage.

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Chat Multiplier

Chat Multiplier: 1.0x
Multiplier applied to the cost of each chat message response. For example:
  • 1.0 = Pass through cost at 0% markup
  • 1.5 = 50% markup on chat costs
  • 2.0 = 100% markup on chat costs

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Call Rate (per minute)

Call Rate: $0.16/min
The rate charged to your client per call minute (excluding VOIP provider costs). This is your margin on voice calls.

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Agent Limit (Optional)

Agent Limit: Unlimited
Set the maximum number of agents this company can create. Leave empty for unlimited agents.

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Concurrent Lanes

Concurrent Lanes: 10 (Max: 25)
Control how many simultaneous calls the client can handle at once. This prevents resource abuse and helps manage infrastructure costs.

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Rebilling Options

Choose how you want to collect payment from your clients.
Rebilling is disabled. You’ll need to invoice clients manually through your own system.
Automatically charge the client’s GoHighLevel Wallet balance.
Only available if you own GoHighLevel Agency-Pro with Rebilling enabled.
Generate an invoice draft that you can review before sending to the client. Best for: Agencies that want to review invoices before they go out.
E-mail a final invoice automatically. The client pays manually via Stripe’s payment link. Best for: Clients who prefer to review and pay invoices manually.
Automatically charge the stored card on the 1st of each month. Best for: Fully automated billing with reliable clients.
Requires the client to have a valid payment method on file.
Bill the client directly through their own payment method.
This will break whitelabel functionality. The client will see Outbox branding instead of your agency branding.

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Best Practices

Research market rates for AI voice and chat agents. A typical markup is 50-100% on infrastructure costs, but you can charge more based on the value you provide (custom integrations, dedicated support, etc.).
If you’re providing ongoing support or maintenance, add a retainer fee. This creates predictable MRR (Monthly Recurring Revenue) for your agency.
When onboarding new clients, use Stripe Draft mode so you can review usage and costs before sending the first invoice. Once you’re comfortable with their usage patterns, switch to automatic charging.
Don’t give unlimited concurrent lanes unless the client has committed to high-volume usage. Most small businesses need 3-5 lanes, while call centers might need 10-25.

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Troubleshooting

  • Check that the email address is correct - Ask them to check spam/junk folders - Try resending the invitation - Verify your email service isn’t blocking outbound mail
  • Ensure the client has a valid payment method on file - Check if their card has expired - Verify the card has sufficient funds/credit available - Consider switching to Stripe Invoice mode for manual payment
  • Check the date range you’re viewing - Verify the call duration calculation (some providers round up) - Review the chat message count and token usage - Ensure your multipliers and rates are set correctly