Conversation AI and Voice AI

In practice

Conversation AI and Voice AI are HighLevel’s AI agents for customer conversations. Conversation AI is a bot that replies in text channels. Voice AI is an agent that handles phone calls. Neither is included in the agency plan fee: both are billed per use or covered by a per-sub-account AI Employee plan [4].

How Conversation AI works

HighLevel’s help center says you start a bot under AI Agents, Conversation AI, Create Bot, and describes three ways to build one: Guided Form setup for lead capture, appointment booking and general Q&A; Prompt Based for people comfortable writing detailed prompts; and Flow Based Builder for visual logic, branching and multi-step paths [2]. Each bot has a mode. Off means it does not respond. Suggestive drafts replies that your team reviews and sends. Autopilot replies on its own based on the bot’s training, settings, goals and instructions [1]. HighLevel recommends testing lead capture, FAQs, appointment booking and unknown questions before you turn on Auto-Pilot [2].

Channels are assigned to each bot in its settings [1]. A HighLevel post from September 2026 lists SMS, Facebook, Instagram, WhatsApp, live chat, the chat widget and email among supported channels [5]. A bot can book appointments based on the calendar setup in the account [2].

How Voice AI works

HighLevel’s Voice AI guide offers three starting points: browse prebuilt Marketplace agents, create a custom agent, or use the Flow Based Builder [3]. For live calls you need the View & Manage Voice AI Agents permission and an eligible LC Phone number, Twilio number or number pool [3]. Outbound Voice AI needs the applicable approval and compliance setup, and outbound testing may stay unavailable until it is in place [3]. To book appointments, you add the Appointment Booking action and connect a HighLevel calendar [3]. You can also add a chat widget if the agent should handle website conversations [3].

What it costs

HighLevel’s AI Product Pricing page (modified 29 Oct 2026) describes pay-per-use pricing and three per-sub-account AI Employee plans [4]. As read on 2026-10-31:

Plan	Price per sub-account	Conversation AI and Voice AI
Starter	$20/month, only for agencies on the $497 Founder plan	Not included; billed pay-per-use
Growth	$50/month	1,000 Conversation AI responses and 100 AI agent minutes a month
Unlimited	$97/month	Unlimited, subject to fair use

On pay-per-use, Conversation AI is billed on the input and output tokens processed, at per-model rates [4]. Voice AI speech-to-speech models list single per-minute rates of $0.10, $0.12 or $0.20 depending on the model [4]. Phone system charges still apply to every call, whatever the plan [4]. The page itself says to confirm in-app pricing before quoting externally, so treat these as dated; see HighLevel usage costs.

Setup notes from the help center

Start in Suggestive mode, so your team sees what the bot would say before it speaks for the business [1][2]. Make sure the calendar the bot or agent books into is set up and accurate first [2][3]. For Voice AI, check the phone number and permission before testing live calls [3]. Menu names change, so check the live article.

Why it matters for agencies and service businesses

A bot that replies after hours, or an agent that answers a call the team cannot pick up, can cover a gap a small team cannot. It also adds a usage cost per client, so an agency should price it deliberately and decide whether to rebill it. HighLevel’s pricing guide says rebilling AI Employee usage needs the $497 plan [6].

Common mistakes

• Turning on Auto-Pilot without testing the unknown-question case [2].
• Assuming the AI plan covers the phone leg of a Voice AI call; phone charges still apply [4].
• Assuming the $20 Starter plan covers Conversation AI or Voice AI; it does not [4].
• Promising a client specific results. Nothing in HighLevel’s pages supports a guaranteed outcome.

You can compare HighLevel’s plans and read the AI pricing page before quoting a client, or open a HighLevel trialaffiliate (opens HighLevel in a new tab) to check the in-app pricing yourself.

FAQ

Is Conversation AI the same as Voice AI? No. Conversation AI handles text channels, and Voice AI handles phone calls [1][3].

What phone number does Voice AI need? An eligible LC Phone number, Twilio number or number pool for live calls [3].

Does Conversation AI cost extra? Yes. It is billed per use or through the Growth or Unlimited AI Employee plan [4].