The Voice Usage Limit gives your practice more control over how many voice minutes your AI Receptionist uses each billing cycle.

You can set a monthly usage limit and choose what happens when you reach it. You can either receive a notification while AI Receptionist continues answering calls, or automatically pause AI Receptionist voice calls for the remainder of the billing cycle.

This can help your practice monitor voice usage and avoid unexpected increases in voice minutes.

To manage your voice usage:

The Voice Usage Limit is available only for practices that have AI Receptionist voice enabled. If your practice uses AI Receptionist only for SMS or web chat, this setting will not appear.

To set your limit:

With Notify only, AI Receptionist continues answering calls after you reach the limit. Your team receives a notification that the limit has been reached, but voice service remains active.

This option helps you monitor usage without interrupting AI Receptionist's ability to answer calls.

With Turn off voice AI, AI Receptionist stops accepting new voice calls after the usage limit is reached. Your team receives a notification, and voice AI remains suspended until the next billing cycle unless you choose to turn it back on sooner.

If you select Turn off voice AI and your current usage is already higher than the limit you're setting, AI Receptionist voice will be suspended as soon as you save the change. You'll see a confirmation message before this happens.

The Voice Usage Limit card makes it easy to see how your usage is tracking during the current billing cycle.

You'll see:

Plan-included minutes and overage amounts are not displayed in this section.

When your practice reaches its configured limit, AI Receptionist automatically follows the action you've selected.

AI Receptionist continues answering calls.

Your team receives notifications through:

You'll also see an amber Voice AI is on beyond your usage limit banner under AI Receptionist Settings.

AI Receptionist voice is suspended for the remainder of the billing cycle.

Your team receives notifications through the same channels, and a red Voice AI is turned off for this billing cycle banner appears in Settings. The banner shows when the limit was reached and when voice service is scheduled to resume.

Calls that are already in progress are not interrupted when the limit is reached. The limit only affects new incoming calls.

While AI Receptionist voice is suspended, calls coming directly to AI Receptionist are forwarded to voicemail so callers can still leave a message.

If AI Receptionist voice was suspended after reaching your limit, you don't have to wait until the next billing cycle to start using it again.

To resume voice service:

AI Receptionist voice resumes immediately, and the red suspension banner disappears.

Your Voice Usage Limit remains active. If your practice later reaches the new, higher limit, the action you've selected will apply again.

When your practice reaches its limit, your team receives one of two notifications depending on the action you've selected.

Voice usage limit reached
Sent when your practice reaches its limit and Notify only is selected. AI Receptionist continues answering calls.

Voice AI suspended
Sent when your practice reaches its limit and Turn off voice AI is selected. AI Receptionist stops accepting new voice calls.

Notifications are available through Required Actions, email, SMS, and team chat.

In Practice by Numbers, you can find these notifications under the AI-R Staff Notifications filter in Required Actions on the Home page or desktop app sidebar. They are identified by an amber Voice Usage badge.

Open a notification to see additional information, including:

You can also select Manage Voice Usage Limit to go directly to the appropriate AI Receptionist settings.

At the beginning of a new billing cycle:

No action is required from your team, and we don't send a separate notification when voice automatically resumes.

By default, the billing cycle runs from the first day through the last day of the calendar month.

The Voice Usage Limit applies only to AI Receptionist voice minutes. SMS and web chat are not affected.

Setting a Voice Usage Limit does not change your pricing, billing, or invoicing.

Plan-included minutes and overage amounts are not displayed within the Voice Usage Limit card.

If you turn off the Voice Usage Limit toggle and save your changes while AI Receptionist voice is suspended, the suspension is removed immediately.

No. Calls already in progress are allowed to finish. If you've selected Turn off voice AI, the suspension applies only to new incoming calls after the limit is reached.

Calls coming directly to AI Receptionist are forwarded to voicemail, allowing callers to leave a message while voice AI is suspended.

Yes. Select Turn voice back on now from the red suspension banner and enter a new limit that is higher than your current usage. AI Receptionist voice will resume immediately.

No. Your team is notified when the usage limit is reached. You won't receive another usage-limit notification for every subsequent call.

No. Your usage automatically resets at the beginning of the new billing cycle. If voice AI was suspended because of your usage limit, it automatically resumes.

No. The limit applies only to AI Receptionist voice usage. SMS and web chat continue to work normally.