HiloVoice
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All topics
  1. Getting started
    1. Create your account
    2. Get started with the guided welcome
    3. Invite your team
    4. Keep your number and forward it to your agent
    5. Set up your first agent
    6. A tour of HiloVoice
    7. Get help
  2. Concepts
    1. What HiloVoice does
    2. The five kinds of agent
    3. Phone numbers and caller ID
    4. Campaigns and recipients
    5. Calls, leads and contacts
    6. Roles and permissions
  3. Building an agent
    1. How the builder works
    2. Describe the business
    3. Name the agent and give it a purpose
    4. Set your opening hours
    5. Handle each kind of caller
    6. Choose what the agent asks
    7. Give the agent answers
    8. Shape how a call sounds
    9. Give a Receptionist its number
    10. Write an outbound agent's opening
    11. Set a follow-up's goal
    12. Set when an outbound agent may call
    13. Give an outbound agent a caller ID
    14. Turn callers into leads
    15. Book appointments on a call
    16. Hand calls to a person
    17. Turn away callers you can't help
    18. Let the agent check your records
    19. Send messages after a call
    20. Review and go live
    21. Start a new agent from one you have
    22. Pause, archive or delete an agent
    23. Call new leads within seconds
  4. Agent playbooks
    1. Set up a receptionist for a clinic
    2. Confirm tomorrow's appointments
    3. Check the details you hold
    4. Ask for feedback after a visit
    5. Follow up on open quotes
  5. Testing and going live
    1. Test an agent with Try it
    2. Put a Receptionist on the web
    3. Check an agent before real calls reach it
    4. Your responsibilities on calls
  6. Campaigns
    1. How a campaign runs
    2. Create a campaign
    3. Import a campaign's recipients
    4. Set a campaign's calling hours and retries
    5. Monitor a running campaign
    6. Work the Needs a person queue
    7. Call a recipient again
    8. Read a follow-up's progress
  7. Day-to-day operations
    1. The Usage page
    2. Review your calls
    3. Follow up your leads
    4. Keep your contacts up to date
    5. Set up transfer destinations
    6. Put callers straight through to a person
    7. Block a number
    8. Keep up with notifications
  8. Integrations
    1. What you can connect
    2. Connect your own Twilio account
    3. Connect your calendar
    4. Send email from your own address
    5. Connect HubSpot
    6. Connect Salesforce
    7. Connect Slack
    8. Connect Zapier
    9. Send leads to your own system
    10. Add a lookup source
  9. Administration
    1. Change your organization's settings
    2. Manage members and roles
    3. Manage your phone numbers
    4. Plans, minutes and limits
    5. Make and revoke API keys
    6. Check who did what in the activity log
    7. Manage your own account
    8. Join the HiloVoice affiliate program
  10. Reference
    1. Glossary
    2. Campaign statuses
    3. Recipient statuses
    4. Follow-up dispositions
    5. Call statuses and outcomes
    6. Agent builder fields
    7. CSV columns
    8. Error messages
    9. Frequently asked questions

Plans, minutes and limits

For OwnersChecked against the app on October 1, 2026

Every organization is on a plan, or on the free trial. The plan sets how many agents can be live at once, how many phone numbers HiloVoice gets for you, how many minutes each period includes, and which features you have. Settings → Billing shows where you stand. Owners and Admins see it; Builders and Analysts don't.

The Billing page

Billing shows, top to bottom:

  • The plan: its name and where it stands, such as Active, Free trial or Trial over, with the price, the minutes it includes and what each extra minute costs. Manage payment opens a secure page for the card, the billing address and past invoices.
  • This period: its dates, the Minutes used out of the plan's, and the Live agents and Phone numbers in use out of the plan's. The minutes bar turns amber at 75% and red at 100%.
  • What's included: the features that differ by plan, each ticked or locked with the plan that has it, such as Growth and up: Follow-up agents, Campaigns, CRM connections, Lead endpoints, The activity log, Connecting your own phone provider and The HiloVoice API. Calls in and out, texts and emails during calls, calendars, Zapier, recordings and transfers are on every plan.
  • Plans: each plan, with its price and what it includes. Yours says Your plan.
  • Invoices: each invoice's Date, Number, Amount and Status, with View and PDF.

The top of the Billing page: the plan and where it stands, this period's minutes against the plan's, live agents and phone numbers against its limits, and what's included.

The plan saysWhat it means
Free trialThe trial is on. It says how many days and minutes are left.
Trial overThe trial ran out. Calls are paused until you choose a plan.
No plan yetThere's no plan. Calls are paused until you choose one.
ActiveA paid plan, renewing on the date shown.
Payment failedThe last payment didn't go through. Calls carry on while it's tried again: update the card.
UnpaidPayments stopped going through. Calls are paused until the invoice is paid.
EndedThe plan has ended. Calls are paused until you choose a plan.
CompedFree and unlimited: HiloVoice looks after this organization's plan.

Minutes

Minutes are the time your agents spend on calls, counted over each period: a paid plan's billing period, the trial's days, or otherwise the calendar month.

  • Voicemails count. Test calls from Try it count on the trial, and are free on a paid plan.
  • A call that was turned away never counts: a blocked number, a caller over a call limit, or a call that came in while calls were paused.
  • The time a caller spends with your staff after a transfer doesn't count.
  • Past a paid plan's minutes, calls keep running. Each extra minute is billed on your next invoice, and This period shows the extra minutes so far and what they cost.
  • On a paid plan, owners and admins are told at 75%, 90% and 100% of the minutes: 75% of this period's minutes are used, and so on, then This period's minutes are used.

The free trial

A new organization starts on the free trial, with no card. The plan on Billing says how many days and minutes are left, and a banner says the same on every page: Free trial: <days> and <minutes> left. What's included shows what the trial has.

  • The trial ends when its days or its minutes run out, whichever comes first. A call already under way finishes.
  • Owners and admins are told Your free trial ends soon, then Your free trial is over.
  • Once it's over, calls are paused until you choose a plan. Choosing one ends the trial at once.
  • Numbers HiloVoice got for you are kept for 30 days after a trial or plan ends, then released. A released number can't be got back.
  • Each person gets one trial. A second organization you create starts with no plan.

What happens at each limit

LimitChecked whenWhat you see
Live agentsAn agent goes live for the first time, or is resumed. Drafts and paused agents don't count.Your plan includes <n> live agents, and they're all in use. Pause one, or choose a bigger plan under Settings → Billing. A restored agent comes back paused.
Phone numbersA number is bought, forwarding numbers includedYour plan includes <n> phone numbers, and they're all in use. Release one, or choose a bigger plan under Settings → Billing.
A feature your plan doesn't haveYou try to use itA lock with the plan that has it, such as Growth and up, and Campaigns are on Growth and up. An owner can change the plan under Settings → Billing.
Contacts in one uploadA campaign's file is uploadedYour plan takes up to <n> contacts in one upload, and this file has <m>. Split it into smaller files, or choose a bigger plan under Settings → Billing.
Try it minutesA test call starts, on a plan that limits themTry it has <n> minutes a month on your plan, and this month's are used. They're back on the 1st.
MinutesNeverCalls carry on, and extra minutes are billed.

A connection you already made keeps working: HubSpot or a lead endpoint connected before a move to a smaller plan stays connected. The activity log keeps recording, so it's all there when you move up.

When calls are paused

When the trial is over, there's no plan, the plan has ended or payments have stopped, your organization's calls pause. HiloVoice can also pause them itself. While they're paused:

  • callers hear that the line isn't taking calls right now, and the call ends;
  • running campaigns pause, and carry on by themselves once calls are back on;
  • Try it, Call me, and launching or resuming a campaign are refused, with the reason;
  • a red banner on every page says Calls are paused. and why. Owners and admins get Choose a plan.
WhyThe banner saysOn Calls, a turned-away call says
The trial is overThe free trial is over. Choose a plan to carry on taking and placing calls.Trial over
There's no planChoose a plan to start taking and placing calls.No plan yet
The plan endedThe plan has ended. Choose a plan to carry on taking and placing calls.Plan ended
Payments stoppedThe last payment didn't go through. Update the card under Settings → Billing to carry on taking and placing calls.Payment overdue
HiloVoice paused themHiloVoice has paused this organization's calls. Contact HiloVoice support.Calls paused by HiloVoice

Owners and admins are told A caller was turned away, at most once an hour, and Calls are back on when calling starts again.

Changing your plan

Owners choose and change the plan, and the card it's paid with. Admins see the plan and the invoices; they change the plan only where HiloVoice allows it.

  • Choose <plan>, from the trial or with no plan, takes you to a secure page to pay. The plan starts once the payment is confirmed.
  • Upgrade to <plan> starts the bigger plan today. The dialog shows today's charge, the difference for the rest of this period, before you click Pay <amount> and upgrade.
  • Move to <plan> waits until this period ends. If the smaller plan has fewer live agents, you choose which stay live; the others pause on the day and keep everything. If you have more numbers than it includes, release some first. Running campaigns pause if it has none.
  • Cancel plan keeps everything working until the period ends. After that, calls pause. Agents, calls and recordings are kept, and numbers for 30 days. Reactivate undoes it until then.

Important: An upgrade charges the card on file straight away.