SaaS Mode

I have experienced a frustrating amount of surveys, banner ads and other marketing messages being forced into our Agency level users dashboards when viewing the sub-accounts on our platform. This is just annoying at best and in our case, we are not needing any of these ads. Furthermore when we attempt to do a Zoom demo of the software or do some training with our clients, we are constantly being shown big obnoxious GHL banner ads, surveys and pop ups throughout the dashboard while trying to demo the software. I love GHL but this is just a very troubling thing and if it was something I had known was going to happen, would have seriously made me re-consider using GHL in the first place. As agency owners we are paying a great deal of extra $$ for the "white label" software, yet we have zero control over the banners, surveys, and pop ups being forced into our Agency sub-accounts. There should be a very easy "opt out of all GHL ads, pop ups and surveys inside this Agency's sub-accounts" option somewhere in our agency settings. We can check the box, hit save and no more ads in any sub-accounts. Simple! I reached out to support about this and got a "they can't be removed, you can use custom CSS to hide them" response. They don't seem to care that this is a big impediment to being able to do software demos. I should not have to create special demo Admin accounts or edit the CSS of the dashboard to be able to do a simple demo for a customer when I am already logged in as an Agency admin, just to force GHL's ads to not display in software I pay for it to not have ads and branding. So according to GHL support we as GHL Agencies, should have to pay for a "white label" solution and then be forced to have ads put into our sub-account dashboards we don't want or did not ask for? Then the solution is... you have to spend your time hunting down the CSS selectors for these ads, to then add more code to your dashboard, just to not display ads in a software we are paying for to not have ads or branding in it. It just makes no sense to me. Please make these ads, pop ups and surveys optional ASAP. Run ads in my Agency Dashboard ONLY, I don't care, but please keep ALL THINGS GHL out of my sub-account dashboards, that is not the place for ads of any kind. It is not only annoying for the reasons listed above, but it is not fair. We pay for "white label" software.

Ability to pull a report showing revenue generated from rebilling, such as twilio, mailgun, yext, wordpress etc.

Right now in SaaS Mode we can rebill things like emails, SMS, calls, and other usage with a simple multiplier. That’s great, but it doesn’t match how most SaaS plans are actually sold. Feature request: Add the ability to set included usage + overage pricing and optional caps for each rebillable item. Example: My SaaS plan includes: 10,000 emails / month 2,000 SMS / month After that: Emails rebill at my chosen multiplier (e.g. 1.3x cost) SMS rebill at my chosen multiplier (e.g. 1.5x cost) Optional: Set a hard or soft cap (e.g. stop sending at 25,000 emails OR notify + continue billing) Why this matters: Lets agencies sell real, modern SaaS plans (“includes X, then pay per use”) instead of only pure pass-through markup. Protects margins by charging for true heavy usage instead of eating the cost. Avoids underpricing “power users” while still letting normal users stay within plan limits. Works perfectly for: Emails SMS Calls / minutes AI usage Any other metered resource GHL supports Key controls needed: Per-resource included amount (per month / per billing cycle) Per-resource overage multiplier or per-unit price after the included amount Optional usage cap: Hard cap: stop usage Soft cap: warn + continue and bill Reporting so we can see: Included vs overage usage Overage revenue per sub-account This would make SaaS Mode far more flexible and would align GHL pricing with how agencies package and sell their own SaaS bundles.

GHL IS NOT enterprise-ready, and enterprise is where the big money is at. If GHL becomes enterprise-ready, it would hit $10-100 billion EASY...Enterprise companies have more money to spend and will allocate more funds to software that can scale with their growth. We, as agency owners, crave to sign enterprise clients to GHL, but we can't, because GHL is not enterprise-ready. It lacks sooooo many BASIC features that HubSpot and Salesforce have that would make it enterprise-ready. Simple features such as the ability to create roles and teams...are ABSENT; all we have are permissions for individuals...It could change, but that is just an example

Currently, agencies can access charges and invoices for the entire lifetime of an account. However, in the Wallet & Transactions section, the transaction history only goes back three months—and the current month is included in that limit. This creates unnecessary friction. Agencies often need to review billing details at any time, and most tax agencies require records to be retained for at least five years. Limiting visibility to only three months of transactions doesn’t make sense operationally or from a compliance standpoint. It also forces agency owners to manually export transaction data for every client every 2–3 months just to maintain accurate records, especially for accounts not on SaaS. Please reconsider the short retention window for transaction history. Extending the storage period would significantly improve usability, record-keeping, and compliance for agencies.

Currently, when a sub-account initiates cancellation within the app, they are presented with a question about their reason for leaving. While this provides valuable feedback, it doesn't actively try to retain the customer. This proposal suggests integrating a retention flow into the cancellation process, offering a compelling reason for the user to stay. Proposed Solution: Implement a phased approach to build a robust retention flow: V1: Basic Retention Offer (Skateboard) * Goal: Introduce a simple retention mechanism to capture some immediate wins and gather data. * Features: * Single retention offer presented to all canceling sub-accounts. * Offer type: Discount on the current plan (e.g., 10% off for 3 months). * Simple acceptance mechanism (e.g., "Yes, I want to stay" button). * Basic tracking of offer acceptance rate. V2: Segmented Offers & A/B Testing (Bicycle) * Goal: Refine the retention flow by targeting specific user segments and testing different offer types. * Features: * Segment users based on plan type (e.g., offer a free add-on to lower-tier plans, offer a discounted upgrade to higher-tier plans). * Introduce A/B testing to compare the effectiveness of different offers (e.g., discount vs. free add-on). * Track acceptance rates for each segment and offer type. * Gather feedback from users who decline the offer. V3: Advanced Customization & Automation (Race Car) * Goal: Maximize retention by personalizing offers and automating the process. * Features: * Advanced segmentation based on usage behavior, cancellation reason, and other relevant data. * Personalized offers tailored to individual user needs and preferences. * Automated offer delivery based on user behavior (e.g., trigger a retention offer if a user hasn't logged in for a certain period). * Integration with other HighLevel features (e.g., email marketing, workflows) to create a seamless retention experience. * Comprehensive reporting and analytics to track the effectiveness of the retention flow and identify areas for improvement. Further Enhancements (Beyond Race Car): * Predictive churn analysis: Utilize machine learning to predict which users are most likely to churn and proactively target them with retention offers. * Gamified retention: Introduce gamification elements (e.g., points, badges, rewards) to incentivize users to stay engaged and loyal. * Win-back campaigns: Develop targeted campaigns to re-engage customers who have already canceled. Benefits: * Reduced churn rate: Proactively address customer churn by incentivizing users to stay. * Increased customer lifetime value (CLTV): Encourage customers to remain subscribed for longer periods. * Improved customer satisfaction: Demonstrate a commitment to customer retention and provide valuable offers. * Valuable data insights: Gain a better understanding of why customers cancel and what types of offers are most effective in retaining them. Implementation Notes: * Ensure the retention offer is prominently displayed and clearly communicated during the cancellation process. * Make it easy for customers to accept the offer with a simple click or button. * Track the effectiveness of the retention flow and make adjustments as needed. This feature enhancement has the potential to significantly impact HighLevel's bottom line by reducing churn and increasing customer lifetime value.

To reconcile the Lead Connector costs to the Agency to what is being rebilled (set by the Rebilling Settings Category Multipliers) to the sub-accounts, today it takes two reports and tons of data fixing because of bugs and inconsistencies in the reporting. Setting the bugs and inconsistencies aside (see below), adding a few more columns to the ADTR relating to the Sub-account Detailed Transaction Report (SDTR) would be a quick fix, so just the ADTR could be used. Sub-Account Data – Must have fields from the SDTR: 1. Amount 2. Rebill Settings Category (currently, it’s loosely in the description. It is needed by itself) Example data: a. Phone System Resell Settings b. LC - Premium Triggers & Actions c. LC Email Verification d. Funnel AI e. Etc. 3. Rebill Settings Category Multiplier - adding Amount in the report, we could calculate this value by “amount/originalAmount”, but having the actual multiplier used in the transaction would be preferred. Nice to have, but not needed to reconcile the data - it would be a complete combination of the ADTR and the SDTR: Sub-Account Data: • walletCredits • totalBalance • balance • creditsUsed • discountAmount Bugs and Inconsistencies 1. The “originalAmount” column has positive and negative numbers. They should all be negative. 2. Every transaction needs a ref: {ID} in the description. The “description” column is a key to the corresponding re-billing transaction in the SDRT. It uses ref: {ID} to create a unique key. However, many transactions are missing the ref: {ID}.

Currently, GHL sends us a receipt every time there's an automated recharge for messaging credits. It would be great if our sub-account receives a receipt everytime they get charged too, just like how they get a receipt for their monthly subscriptions. They should get a receipt for wallet recharges.

It would be great to be able to have the Company Name as the Location name since it currently uses a person's name and my team doesn't always know which company an account is associated with.