How do I limit a service in my SaaS plan, or turn it off, so clients upgrade?

Each service in a SaaS plan is set on the plan's service and usage pricing page (Settings, SaaS Configurator, SaaS Plans, open the plan). Many services are unlimited by default. For each service you choose one of these settings, and you can mix them across services.

Unlimited: the service is on with no cap.

Service off: the client can still see the feature (for example AI agents in the sidebar) and try to use it, but gets a pop-up saying they need to upgrade or buy a plan or add-on to use it. For example, leave Visitor ID off on your starter plan and sell it as an add-on.

Included quantity with deny overage: turn the service on, choose Deny overage and enter the amount the plan includes. To find a service, expand its category (for example CRM, then Contacts). For example, one AI agent or 1,000 contacts. When the client tries to go past it (a second agent, or contact number 1,001), they cannot, and they get a pop-up asking them to pick a plan that allows more.

Included quantity with bill for overage: the plan includes an amount and anything above it is charged at the price you set, for example one agent included and $97 a month for each extra agent.

The upgrade pop-up only offers a plan or add-on that exists in your configuration and allows what the client was trying to do. For example, if their plan includes one agent and another plan allows 10, the system offers that plan and the client can upgrade themselves. If no plan or add-on allows more, or none has the service on, the client only sees that the service is not available. So whenever you deny overage or turn a service off, make sure a higher plan or an add-on exists that allows it.

You can limit the number of AI agents, phone numbers, phone minutes (for example 500 minutes a month on one plan and 1,000 or 5,000 on the next), emails, SMS, AI usage and tokens, contacts, chat widgets, websites or businesses, social media accounts, and how many website visitors are identified with Visitor ID.

Limits walk clients up a value ladder to the next plan. Turning a service on or off and selling it as an add-on is often easier to sell than quantity limits, because it keeps the sales conversation on results instead of counts.