> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getoutbox.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Subaccounts & Rebilling

> Manage companies, users, and automated billing for your clients

## 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.

## Company Management

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

### Creating a Company

<Steps>
  <Step title="Open Companies Tab">
    Navigate to the **Companies** tab in your Agency Settings.
  </Step>

  <Step title="Add Company">
    Click **Create a company** and fill in the details: - Upload a logo - Set
    company name - Enter e-mail address - Add postal address
  </Step>

  <Step title="Save">
    Agency Starter supports up to 3 companies, Growth supports up to 10
    companies, and Scale supports unlimited companies.
  </Step>
</Steps>

<Frame>
  <img src="https://mintcdn.com/outboxsolutions/jQ0LoSOOg35Qyr-K/images/subaccount-add-company.png?fit=max&auto=format&n=jQ0LoSOOg35Qyr-K&q=85&s=3ce2939e41bf7eb3db83cc50f3814239" alt="Subaccount Add Company" width="930" height="1042" data-path="images/subaccount-add-company.png" />
</Frame>

### Suspend or Delete

* **Suspend** – Freeze access to the company account temporarily
* **Delete** – Remove the tenant entirely with one click

<Warning>
  Deleting a company is permanent and cannot be undone. All agents, data, and
  settings will be lost.
</Warning>

## User Management

### Company-Level Users

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

<Steps>
  <Step title="Go to Company Settings">
    Navigate to **Settings → Company** within the company workspace.
  </Step>

  <Step title="Find Company Staff">
    Scroll down to the **Company Staff** section.
  </Step>

  <Step title="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
  </Step>

  <Step title="Send Invitation">
    Click **Invite**. The user receives an e-mail link to create their password.
  </Step>
</Steps>

### Agency-Level Admins

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

<Steps>
  <Step title="Switch to Agency Settings">
    Ensure you're in the Agency Settings (not a company workspace).
  </Step>

  <Step title="Open Agency Admins">Go to **Settings → Agency Admins**.</Step>

  <Step title="Invite Admin">
    Enter an e-mail address and click **Invite**.
  </Step>
</Steps>

<Info>
  Agency Admins inherit full rights over all company accounts under that agency.
</Info>

## 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.

### 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."`

<Tip>
  Custom Fields are perfect for storing data that varies per contact, like membership tiers, appointment preferences, or custom tags.
</Tip>

### 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?"`

<Tip>
  **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!
</Tip>

**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:

```markdown theme={null}
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.

***

## Billing & Usage

Track usage and profitability for each company account.

## SaaS Plans & Self-Serve Signup

Create reusable SaaS plans that clients can subscribe to without manual setup.

<Note>
  Automated SaaS Plans are available on **Growth** and **Scale** plans. If you
  need this feature, upgrade to **Growth**.
</Note>

### Create a SaaS Plan

In **Agency Settings → SaaS Plans**, you can define a packaged offer with:

* **Monthly Price**
* **Free Trial Days**
* **Included Credits**
* **Chat Rate**
* **Call Rate**
* **Jarvis Multiplier**
* **Agents Allowed**
* **Websites Allowed**

### Share Signup Link

After saving a plan, copy its signup link and assign it to a website. Prospects
can then self-onboard end to end: account creation, plan selection, and billing
setup.

<Tip>
  Use one signup link per offer (for example, "Starter", "Growth", "Pro") so
  your website CTAs map directly to the correct plan.
</Tip>

### Add Clients Manually (Alternative)

If you onboard clients manually, you can still create them directly and set
custom values per client:

* **Rebill Option**
* **Chat Rate**
* **Call Rate**
* **Jarvis Multiplier**
* **Agent Limit**
* **Website Limit**
* **Concurrent Lanes**

### Stripe Wallet (Recommended)

Stripe Wallet is the newest rebilling method and is the default recommendation for most agencies.

Wallets are created **under your agency’s Stripe account** for each client (subaccount). You save the client’s card on file; **usage draws the wallet down**, and the card is **charged to top the wallet back up** as they consume chat and voice. You can also **add or remove complimentary credits** from the subaccount controls when you want to comp usage or adjust balances.

<Note>
  Automated Stripe rebilling is available on **Growth** and **Scale** plans. If
  you need automated Stripe rebilling, upgrade to **Growth**.
</Note>

**What it covers automatically:**

* Chat usage
* Voice/call usage

### Hide Billing

New **Hide Billing** toggle lets you hide call/chat costs from company users. This is useful when you want to keep internal margins private while still giving clients access to the rest of the platform.

**Where to find it:** **Settings → Company → Billing**

### 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.

### Complimentary Credits

You can add or remove complimentary credits for any client from that client’s subaccount menu (where the other subaccount stats and controls are managed).

Use this to grant temporary credits for onboarding, promotions, service recovery, or one-off goodwill adjustments.

## Advanced Rebilling Settings

Configure automated billing rules for each company account.

<Frame>
  <img src="https://mintcdn.com/outboxsolutions/jQ0LoSOOg35Qyr-K/images/rebilling-advanced-settings.png?fit=max&auto=format&n=jQ0LoSOOg35Qyr-K&q=85&s=ac03c74aba095cc87ed9346c04a80273" alt="Rebilling Advanced Settings" width="1398" height="1408" data-path="images/rebilling-advanced-settings.png" />
</Frame>

### Rebill Option

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

### 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.

### Chat Rate

```
Chat Rate: From Agency Company Settings
```

Set the chat usage rate charged to this specific client. You can keep a default
agency value or override it per client when needed.

### 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.

### Jarvis Multiplier

```
Jarvis Multiplier: 1.0x
```

Adjust how JARVIS usage is priced for the client relative to your base rate.
Use this to package higher-touch support tiers or discounted enterprise plans.

### Agent Limit (Optional)

```
Agent Limit: Unlimited
```

Set the maximum number of agents this company can create. Leave empty for unlimited agents.

### Website Limit (Optional)

```
Website Limit: Unlimited
```

Set the maximum number of websites this client can create or connect. Leave
empty for unlimited websites.

### Concurrent Lanes

```
Concurrent Lanes: 10 (Starter) / 25 (Growth) / 100 (Scale)
```

Control how many simultaneous calls the client can handle at once. This prevents resource abuse and helps manage infrastructure costs.

## JARVIS

JARVIS is an AI operations assistant that can be turned on or off per subaccount.

**Where to find it:** **Settings → Company → JARVIS**

### What JARVIS Can Do

* Instantly answer analytics questions across voice + chat
* Find top and bottom conversations by score, duration, status, or timeframe
* Search transcript content (promos, pricing, objections, keywords)
* Pull full thread context for fast QA and debugging
* Detect tool-call failures and show outputs
* Surface workflow insights (list workflows, enrolments, execution logs, failures)
* Calculate cost aggregates (when billing visibility is enabled)

### Enable or Disable JARVIS

Use the JARVIS toggle in subaccount settings:

* **Enabled**: users can access JARVIS insights and investigation tools
* **Disabled**: JARVIS is hidden for that subaccount

## Rebilling Options

Choose how you want to collect payment from your clients.

<AccordionGroup>
  <Accordion title="Off">
    Rebilling is disabled. You'll need to invoice clients manually through your
    own system.
  </Accordion>

  {" "}

  <Accordion title="GHL Wallet">
    Automatically charge the client's GoHighLevel Wallet balance.

    <Warning>
      Only available if you own **GoHighLevel Agency-Pro** with Rebilling enabled.
    </Warning>
  </Accordion>

  {" "}

  <Accordion title="Stripe Wallet (Recommended)">
    Create a **Stripe Wallet** for each client on **your agency Stripe account**. Their card tops up the wallet as usage runs. Complimentary credits can be added or removed from the subaccount menu.
    **Best for:** Agencies that want usage-based billing with automatic top-ups and a single Stripe relationship.
  </Accordion>

  {" "}

  <Accordion title="Stripe Draft">
    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.
  </Accordion>

  {" "}

  <Accordion title="Stripe Invoice">
    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.
  </Accordion>

  {" "}

  <Accordion title="Stripe Charge">
    Automatically charge the stored card on the 1st of each month. **Best for:**
    Fully automated billing with reliable clients.
    <Info>Requires the client to have a valid payment method on file.</Info>
  </Accordion>

  <Accordion title="Direct Billing">
    Bill the client directly through their own payment method.

    <Warning>
      **This will break whitelabel functionality.** The client will see Outbox
      branding instead of your agency branding.
    </Warning>
  </Accordion>
</AccordionGroup>

## Best Practices

<AccordionGroup>
  <Accordion title="Set competitive but profitable rates">
    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.).
  </Accordion>

  {" "}

  <Accordion title="Use retainer fees for predictable revenue">
    If you're providing ongoing support or maintenance, add a retainer fee. This
    creates predictable MRR (Monthly Recurring Revenue) for your agency.
  </Accordion>

  {" "}

  <Accordion title="Start with Stripe Wallet for most clients">
    For most new clients, Stripe Wallet is the fastest way to automate usage-based
    billing for both chat and voice: wallets on your agency Stripe, card top-ups,
    and optional complimentary credits. If you need a manual approval flow first,
    use Stripe Draft during onboarding and move to Stripe Wallet later.
  </Accordion>

  <Accordion title="Set concurrent lane limits appropriately">
    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.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Client isn't receiving invitation emails">
    * 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
  </Accordion>

  {" "}

  <Accordion title="Stripe charges are failing">
    * 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
  </Accordion>

  <Accordion title="Usage costs seem incorrect">
    * 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 chat rates and call rates are set correctly
  </Accordion>
</AccordionGroup>