# Sub-Account Management ## Overview Sub-accounts are individual client accounts managed under your agency. Each sub-account operates as a fully functional account with its own campaigns, contacts, chats, and settings — while you keep oversight and control from your agency dashboard. ::: walkthrough sub-accounts ::: > **Who can manage sub-accounts?** The agency owner always can. Team members can too, as long as they've switched into the agency account (using the **Switch account** control at the top of the sidebar). By default that means members with Team Management access — the Admin role, or a custom override that grants it; other members don't see the **Sub Accounts** page. You can also hand a specific member access to some or all of your client accounts without making them an Admin — see [Giving Team Members Access to Client Accounts](#giving-team-members-access-to-client-accounts). --- ## Where to Find Sub Accounts Click **Sub Accounts** in the main sidebar — it sits on its own, just above **Settings**, near the bottom of the menu. It doesn't need to be opened from inside Settings, and it's only visible on accounts with the agency role. ::: master-only
The Sub Accounts page in v2, showing the six stat tiles (Sub accounts, With issues, Live campaigns, Paused campaigns, Allocated to clients, Unallocated), the search bar, and one client row in the table

The Sub Accounts page: stat tiles up top (the two on the right split your credit pool into what clients' limits already claim and what is still free), an Add account button, and a shortcut into SaaS Mode.

::: At the top of the page you'll find six stat tiles — **Sub accounts** (with your plan allowance underneath it), **With issues**, **Live campaigns**, **Paused campaigns**, **Allocated to clients** and **Unallocated** (the last two are your credit pool split into what your clients' spending limits already claim and what is still free — see [How much of my pool is spoken for?](#how-much-of-my-pool-is-spoken-for)) — a search box (**Search account by name or email…**), and two buttons on the right: a pill that jumps straight to **SaaS Mode** (see [Agency Accounts](agency-accounts.md#credit-reselling-aka-saas-mode)), and the green **Add account** button. --- ## Two Ways to Onboard a Sub-Account Before you create your first sub-account, decide which onboarding model fits the relationship. There are two distinct modes, and they behave very differently downstream: ### Managed mode You create the sub-account directly from the Sub Accounts page, set the monthly credit allowance, and share a temporary password with the customer. Billing happens off-platform — you invoice the customer through your existing invoicing setup (bank transfer, your own accounting tool, whatever you already use). The customer never sees a plan selector or a payment page on the platform. **Good for:** - Agencies in countries Stripe doesn't serve. - Agencies with existing invoicing infrastructure they want to keep using. - Done-for-you setups where the customer should never have to think about plan selection or top-ups. ### Reselling mode Stripe-connected, via **SaaS Mode**. The customer signs up themselves through a payment link, pays via your connected Stripe account (with your markup applied automatically), and is dropped straight into onboarding once payment clears. You don't have to touch each new signup. Plans can bill monthly or yearly, and if the plan carries a free trial the customer starts without paying at all and is charged automatically when the trial ends — see [Running a free trial](#running-a-free-trial). **Good for:** - Self-serve at scale. - Productised packages where every customer gets the same offer. - White-labelled SaaS plays where the customer experience should feel like a standalone product. > **Pick the right mode up front.** Switching a sub-account from one mode to the other after the fact requires manual intervention from you — it isn't a toggle the customer can flip. A minute of thought now saves a support ticket later. ### Running a free trial The simplest way to run a trial is to put one on the plan itself. Every plan in **SaaS Mode → Pricing Tiers** has a **Free trial (days)** field — anything from 1 to 90, or 0 for no trial — and a **Trial credits** amount that defaults to the plan's monthly credits. Once a plan has a trial, the whole thing is self-serve and you don't touch it: 1. **The client signs up through your payment link or embedded checkout** and picks the plan. The checkout shows it as *"X-day free trial, then $…"* with a **Start free trial** button. 2. **They are not charged.** Their sub-account is created, they get the trial credits on day one, and they can use the plan straight away. By default the checkout still takes their card (nothing is charged yet); switch off **Require card to start trial** on the plan and it skips the card altogether — the client starts with just an email. 3. **When the trial ends, Stripe charges the plan price automatically** and the client moves onto the full monthly credit allowance from then on. Nothing needs switching over by hand. On a no-card trial this only happens if the client has added a card by then; otherwise the plan ends, the sub-account is marked cancelled and no further credits are granted (they keep what's left of the trial credits, unless the plan has **Hard expiry after trial** switched on — see below). A few things worth knowing before you set the number: - **Trial credits come out of your agency pool**, exactly like any other plan credits. A trial you promote widely is a real cost — set the amount deliberately instead of leaving it at the full monthly allowance. - **A trial is for new signups.** A signup through your payment link or embedded checkout applies the trial as configured on the plan. A sub-account that already exists — one you created yourself from the Sub Accounts page, one that has already had a subscription with you, or one that already used a trial — is charged immediately when it subscribes from its own **Settings → Billing** page; there is no second trial. - **Cancelling during the trial costs the client nothing.** They are never charged, and they keep whatever trial credits are still on the account — unless the plan has hard expiry switched on, in which case the unused ones go back to your pool when the trial ends (see the next point). - **You choose what happens to unused trial credits.** By default a trial that ends without an upgrade leaves the client cancelled but still holding whatever trial credits are left, so their AI keeps answering until those run out. Switch on **Hard expiry after trial** on the plan (it sits next to **Require card to start trial**) and the opposite happens: the unused trial credits return to your agency pool the moment the trial ends, and the client's account is locked — sending and AI replies stop, and they see *"Your free trial has ended. Contact your provider to continue."* Only what they didn't spend comes back. Any phone number the client rented through the platform during the trial is released at the same moment, so its monthly rent stops — the client and you are both emailed about it, and a released number cannot be recovered (see [A Client's Phone Numbers](#a-clients-phone-numbers)). Buying any plan unlocks the account automatically, and you can lift or change the lock yourself from the sub-account's **Edit** modal (see [Blocking / Pausing a Sub-Account](#blocking-pausing-a-sub-account)). Set it per plan in [Step 3 — Set up pricing tiers](agency-accounts.md#step-3--set-up-pricing-tiers). - **On a trial-priced or cheap plan, cap what carries over.** A client who barely uses the product still receives their allowance every month, and with roll-over on it piles up against your pool indefinitely. Set **Keep at most** or **Expire unused credits after** on the plan (or on that one client) so the balance can't run away — see [Capping what rolls over](#capping-what-rolls-over). - Once they're paying, the plan's feature list becomes authoritative: any extra features you hand-granted during the trial are reset to the plan's list at the next renewal. #### The hand-run trial (managed → reselling) If you'd rather run the trial yourself — to give a specific prospect a longer run, or a different credit amount — you can still do it by combining the two modes. Nothing expires by itself here; you decide when the trial is over. 1. **Create the sub-account yourself** from the Sub Accounts page. No payment is involved; it starts in manual mode, spending from your agency pool within the allowance and spending limit you set. 2. **When you decide the trial is over**, open the sub-account's **Edit** modal and switch **Credit Management** to **reselling**. 3. **Have the client subscribe** — they can pick a plan straight from their own **Settings → Billing** page (see [What the client sees on their Billing page](#what-the-client-sees-on-their-billing-page)), or you can send them your payment link (or embed the checkout) from **SaaS Mode → Payments**. Two things have to happen in the right order: > **Switch the account to reselling _before_ the client pays.** A payment made through your checkout while the sub-account is still in manual mode cannot be delivered — the platform won't grant credits to a manual-mode account, and nothing is refunded automatically. Flip the mode first, then send the link. - **The client must pay with the same email address their trial sub-account uses.** Same email = the subscription upgrades that existing account, and they keep their channels, contacts and chat history. A different email creates a brand-new, empty sub-account instead. (An email that belongs to an account outside your agency is refused and automatically refunded.) One thing to plan for: the built-in trial on a plan is only for fresh signups through your payment link or checkout. A sub-account you created yourself never gets the plan's free trial when it subscribes from its Billing page — it has already had its hand-run trial — so it is charged straight away. If a hand-run trial client stalls on subscribing, you can [block the sub-account](#blocking-pausing-a-sub-account) with a custom lock message until they pick a plan. --- ## Creating a Sub-Account Click the green **Add account** button (top right of the Sub Accounts page — or **Create sub account** from the empty state if you have none yet). A 3-step modal opens: ::: master-only
The Add sub-account modal on its Account step, showing the 3-step progress (Account, Business, Features) with first name, last name, and email fields

The Add sub-account modal. Three steps: Account → Business → Features. The email you enter becomes the client's login address.

::: ### Step 1 — Account - **First name** and **Last name**. - **Email address** — this becomes the sub-account's login email. Click **Continue**. ### Step 2 — Business ::: master-only
The Add sub-account modal on its Business step, showing business name, description, address autocomplete, city/state/postal code, country picker, language and timezone

The Business step: address autocomplete fills city, state, postal code and country for you; every field stays editable by hand.

::: - **Business name** (required). - **Description** (optional). - **Address** — start typing and pick from the autocomplete suggestions; city, state, postal code and country fill in automatically. Every field can still be edited by hand. - **Country** (required) — searchable list with flags; this drives the account's currency and defaults. - **Language** and **Timezone** for the account. Click **Continue**. ### Step 3 — Features ::: master-only
The Add sub-account modal on its Features step, showing the Channel limit picker and the Channel Types group with per-channel toggles

The Features step, top: the Channel limit picker and the Channel Types toggles. Scrolling down reveals AI understanding, AI features and Contacts & AI Agents. Most defaults start on.

::: - A category-by-category feature editor — the same feature set your own plan tiers use (channels, contacts and AI agents, AI understanding, developer features, AI agent context size, team seats, and so on). Every sub-account starts with a sensible default bundle already turned on; toggle anything off you don't want this client to have. The **Contacts & AI Agents** group also carries the account's **AI Agent limit** — a number rather than a toggle: leave it at **Not set**, pick **Unlimited**, or enter the exact number of AI agents this client can have. A limit you set here counts as a manual override, so it survives plan renewals. - The **Channels** group carries the account's **Channel limit** — a number, like the AI Agent limit: how many messaging channels this client can have **connected at the same time**. It starts at **1** for a new sub-account; pick **Unlimited** or enter any exact count (including **0**, for clients whose channels you manage entirely yourself). The limit controls *how many*, not *which* — a client limited to one channel still sees the full channel menu and picks which one to connect. It counts **connections**, not channel types: each WhatsApp number is one slot of its own, while Instagram and Messenger share the one slot of their Meta page connection. When they're at their limit, connecting another channel shows a clear message naming the cap; reconnecting a channel they already have (re-scanning a WhatsApp QR, for instance) is never blocked. A limit you set here counts as a manual override, so it survives plan renewals. - The **Channel Types** group in that list decides which messaging channels this client can connect — Chat Widget, WhatsApp Business API, WhatsApp Web, Instagram, Facebook Messenger, Telegram, LINE, Viber, Email, SMS, and iMessage. Channel types are switched on by default unless you turn some off; a switched-off channel shows as locked on the client's Channels page with a note to upgrade their plan. ::: master-only
The bottom of the Features step, showing the Daily Summaries and Media Library toggles, the AI Agent limit picker, the Developer toggles, AI Agent Context and Team tier pickers, the Send account info to the sub-account toggle and the Guided setup wizard toggle above the Create account button

The bottom of the Features step: the tail of Contacts & AI Agents (Daily Summaries, Media Library, the AI Agent limit picker), Developer toggles, AI Agent Context / Team tier pickers, and the welcome-email and setup-wizard toggles right above Create account.

::: - **White label** — only shown when you run more than one [white label domain](white-labeling.md#up-to-three-white-labels). Picks which of your domains this client belongs to: their emails carry that domain's branding and send through that domain's [email setup](white-labeling.md#email-sending-per-domain). Defaults to your main domain, and you can change it later from the same edit screen. - **Send account info to the sub-account** — on by default. The client gets a welcome email with their own login details, which is usually what you want: the password belongs to the person the account is for. Your own "new sub-account" notification then just confirms the account was created, without repeating the password. Turn it off if you'd rather hand the credentials over yourself — the password is then emailed to you instead, and also shown once on screen. - **Guided setup wizard** — on by default. When on, the client is walked through the Setup Wizard the first time they sign in. Turn it off and they land on the dashboard instead, with the **Setup Wizard** entry hidden from their sidebar (see [Turning the setup wizard off](#turning-the-setup-wizard-off)). Click **Create account**. ### What happens next - A confirmation screen shows the generated **temporary password** — click **Copy password** now, you won't see it again. Click **Done** to close. - The client receives an email with their login credentials and a **Log in** button that takes them straight to your white-labeled sign-in page (your own domain, fully branded — not the DM Champ app). If you turned **Send account info to the sub-account** off, this email isn't sent at all — the password reaches you instead, in your own "new sub-account created" notification and on the confirmation screen above. - The sub-account appears immediately in the Sub Accounts list, with a **100 credit spending limit** so the client can try AI replies and campaigns right away without waiting for you to top them up. Nothing is taken out of your agency pool to set this up — see [The spending limit is a cap, not a wallet](#the-spending-limit-is-a-cap-not-a-wallet). Adjust the spending limit any time from that sub-account's **Edit** modal — see [Credit Allocation and Management](#credit-allocation-and-management). > When the client signs in for the first time with their emailed credentials, they land in the Setup Wizard, which guides them through building their first AI agent and connecting it to their channels. They can reopen it any time from the **Setup Wizard** entry near the bottom of their own sidebar. ### Turning the setup wizard off Leave **Guided setup wizard** on for clients who will configure their own account — it's the fastest route from a cold login to a working AI agent, and it's what most sub-accounts should get. Turn it off for done-for-you clients, where you build the campaign, connect the channels and load the knowledge base before the client ever logs in. Those clients open the dashboard to a finished account instead of being asked to set up something you've already done. With the wizard off: - First sign-in goes straight to the dashboard. - The **Setup Wizard** entry is hidden from that client's sidebar. - Nothing else changes — same features, same credits, same everything. You can bring the wizard back for a client at any time: open the sub-account's **Edit** modal, find the menu-visibility list, and re-show the **Setup Wizard** item. They'll be able to run it themselves whenever they want. --- ## Automate what happens to client accounts Client accounts can start an [Automation](../automations/automations.md) on your agency account, so the routine part of onboarding and babysitting happens without you. The one most agencies build first: new sub-accounts arrive with a 100 credit spending limit, and if you'd rather they started at nothing until you say otherwise, this replaces doing it by hand every time. 1. On your **agency** account, go to **AI Studio → Automations → New automation**, click the trigger on the canvas and then **Change trigger**. 2. Open **Agency** and pick **Sub-account created**. 3. Add an **Update sub-account** action and set its **Spending limit** to `0`. It already points at the account that was just created, so there's nothing else to fill in. Save, then flip **Enabled**. From then on every new client — created from this page, over the API or through your signup page — starts at zero, and you raise the limit when you're ready. Two more pairings worth ten minutes each: **Sub-account activity** on **Credits low** into a Slack message or an email to you, so you hear about a client running dry before they do; and the same trigger on **Channel disconnected** into an **Alert human** step, so a WhatsApp connection that drops gets picked up the same day instead of the next time the client complains. --- ## The Sub Accounts Table Once you have accounts, the page shows a table with these columns: **Account**, **ID**, **Created**, **Campaigns** (live/paused/none), **Credits left**, **Monthly**, **Used**, **Usage**, **Last reset**, **BYOK**, and **Actions**. Rows are sorted alphabetically by business name (the company name from the Business step; the contact person's name shows underneath it). The pagination bar at the bottom has a **Rows per page** selector (12, 25, 50 or 100; the page remembers your choice), and if your clients are spread over more than one white-label brand, a **Brand** dropdown next to the search box narrows the list to one domain. Each row's **Actions** column has a three-dot **More** menu with: - **View chats** — a read-only inbox for that sub-account. - **Credit usage details** — a detailed usage breakdown. - **Edit** — the full Edit Sub Account modal (credits, notifications, features, menu visibility, access). - **Copy campaign here** — copy one of your proven campaigns into this sub-account. - **Copy agent here** — copy one of your AI Agents into this sub-account. See [Copy an AI Agent to a Sub-Account](#copy-an-ai-agent-to-a-sub-account). - **Sign in as user** — enter the sub-account's dashboard directly. - **Delete account** — permanently remove the sub-account and everything in it. --- ## Viewing a Sub-Account's Chats Click the row's **More** menu → **View chats** to open a read-only inbox for that sub-account — search their conversations by contact, then open one to read the full thread (with a **Load older** button for long histories). Nothing here can be edited or replied to; it's for checking in on a client without leaving your agency dashboard. To actually reply as the client, use **Sign in as user** instead. --- ## Managing Sub-Account Access ### Client login Each sub-account comes with login credentials. You can: - **Share credentials with the client** so they manage their own account. - **Keep credentials to yourself** and manage everything on their behalf. - **Use Sign In mode** to enter the sub-account from your own dashboard as if you were the client, without needing their credentials — see [Sign In mode (acting as a sub-account)](#sign-in-mode-acting-as-a-sub-account). ### Sign In mode (acting as a sub-account) Sign In mode lets you access a sub-account directly — as if you were the client — without needing their login credentials. (Some other platforms call this "assist" or "impersonate.") There are two ways to do it: **From the Sub Accounts page:** 1. Click **Sub Accounts** in the sidebar. 2. Find the sub-account in the list. On that row, click the **More** menu (three dots, far right). 3. Click **Sign in as user**. **From anywhere, via the account switcher:** 1. At the top of the sidebar, click **Switch account**. 2. Search for the sub-account by name or email, or scroll the list. 3. Click the sub-account. Either way, the dashboard reloads under that sub-account's identity — full access to their campaigns, contacts, chats, and settings. While you're inside a sub-account, the switcher pill turns amber and shows **Assisting: **. Click it and choose **Back to my agency** to return to your own dashboard at any time. An amber **Assisting** bar at the top of every page carries the same **Back to main account** button. If you need that space, click the **×** at the right end of the bar to hide it; it stays hidden in that browser tab until you leave the sub-account, and the sidebar pill still shows whose account you're in. > **Sign In mode shows you more than your client sees.** So you can fix anything without toggling settings on and off, Sign In deliberately ignores the **Menu Visibility** switches — every hidden sidebar and settings item comes back for the duration of your session. Items switched off under **Features** stay off, because those are real entitlements rather than a display setting. If you're checking what a client actually sees, judge it from their own login, not from Sign In. --- ## Giving Team Members Access to Client Accounts Your own staff — an account manager, a support agent, a copywriter — usually needs to work inside several of your clients' accounts. There are two ways to arrange that, and picking the right one saves a lot of admin: 1. **Grant them client accounts from your agency team page.** One setting on their agency seat, covering as many clients as you like. This is the right choice for your own staff. 2. **Invite them into a client sub-account directly**, as a member of that account. This is the right choice for the *client's* own staff — see [When to invite someone into a client account instead](#when-to-invite-someone-into-a-client-account-instead). ### Setting up a grant **How to get there:** switch into your **agency** account, go to Settings → **Team**, and click the **sliders icon** on the member's row. The Permissions editor has a **Client accounts** section (it only appears on agency accounts). Choose one of four options: | Option | What the member gets | |--------|---------------------| | **Default (admins only)** | No change from how things have always worked: members with Team Management access reach every client account, everyone else reaches none. | | **All clients** | Every one of your client accounts, including ones you create later. | | **Selected clients** | Only the accounts you tick in the list. Search it by name or email — handy when you have a lot of clients. | | **No access** | No client accounts at all, even if the member is an Admin on your agency. Use it to keep a manager out of client work entirely. | Then set **Acts as inside client accounts** — **Admin**, **Editor** or **Viewer**. This is the role the member has *once they are inside* a granted client account, and it works exactly like the roles on your own team (see [Roles](../settings/team-management.md#roles)). A Viewer grant, for instance, means the person can read every granted client's chats and campaigns but change nothing anywhere. Click **Save permissions**. The member's row then shows how many clients they've been granted. ### What the member sees - The granted client accounts appear in their **Switch account** control at the top of the sidebar, alongside your agency account. - Clicking one takes them straight in — no invitation to accept, no separate login, nothing for the client to approve. - Inside, they work at the role you chose. Areas their role doesn't cover are hidden or read-only, just as on your own team. - The **Sub Accounts** page itself still belongs to Team Management access. A member who only has a grant reaches their clients through the account switcher instead; a member who has both can manage the clients they've been granted from the page as well. A few things worth knowing: - **Grants don't use up your client's team seats.** The person is on your agency's team; nothing is added to the client's own member list. - **Removing a grant takes effect immediately.** Untick a client, switch the member to **No access**, or suspend or remove them from your agency team, and their way into those accounts closes straight away — including a session they already have open. - **Grants are per member.** Two account managers can hold completely different client lists, at different roles. - **Creating client accounts still needs Team Management access.** A grant lets someone work in the clients you've handed them; it doesn't let them add new ones. ### When to invite someone into a client account instead A grant is about *your* staff reaching *your* clients. Invite a person into a sub-account directly (from inside that account, Settings → **Team**) when: - **They belong to the client, not to you.** The client's own manager or agent should be a member of the client's account, so their access survives independently of your agency team and stays if you hand the account over. - **You need to fine-tune one person inside one client.** A direct membership can carry per-area overrides and its own [chat and contact visibility](../settings/team-management.md#limiting-a-member-to-their-own-chats) — for example a client's agent who should only see the conversations assigned to them. A grant sets one role across every account it covers. The two can coexist. If someone is both granted the account and a member of it, their own membership of that account wins while they're inside it — so a direct invite is also the way to give one person a different level of access in one particular client. --- ## One Client With Several Businesses Sometimes a single client runs more than one business and wants each kept separate (separate contacts, campaigns, and numbers) without logging in and out all day. You can give them one login that reaches all of them: 1. Create a sub-account for each business, each with its own email address (see Creating a Sub-Account above). 2. Inside each sub-account, go to **Settings > Team Management** and invite the client's personal email as a team member with the **Admin** role. Repeat for every business. 3. The client accepts each invitation from the emails they receive. From then on the client logs in once with their personal email and gets an **account switcher** near the top of the left sidebar listing all of their businesses. Picking one takes them straight into it, with no logging out. Two things to keep in mind: - **Use an email that does not already have its own account.** Once an email is a team member somewhere, logging in always takes it into an account it belongs to, so an email that also owns a separate account can end up unable to reach that account. - **Each business stays its own sub-account** for billing, credits, and limits. The switcher is a convenience for the person, not a merge of the businesses. Roles, permissions, and the invitation flow are covered in full in [Team Management](../settings/team-management.md). > **This is the client's own login, so invitations are the right tool here.** For your *own* staff working across several clients, don't invite them into each account — grant them the accounts from your agency team page instead (see [Giving Team Members Access to Client Accounts](#giving-team-members-access-to-client-accounts)). ### One WhatsApp number for all brands, or one per brand? The deciding factor is what the prospect sees, not the tech. On WhatsApp, the display name and business profile are attached to the number: everyone who messages it sees the same name, logo and profile, and every conversation lands in the same chat thread on their phone — so a shared number always presents a single public identity, even if you separate the brands internally. - **One number works** when the brands are really one business with multiple offers. Keep it in a single account and separate the offers with one [AI Agent](../ai-agents/ai-agents.md) per brand, routed by [Keyword Entry Points](../ai-agents/entry-points.md) (keyword rules are checked before the channel default) and per-source [short links](../settings/short-links.md) with different prefilled openers. Tags, lists and custom fields keep the contacts segmented. - **A sub-account with its own number per brand** is the right structure the moment the brands need distinct public identities — their own display name, profile, and their own approved message templates. Each sub-account then keeps its own contacts, chats, agents, credit allowance and team access, so reporting and spending caps stay clean per brand. Plan around two constraints: each account or sub-account needs its own WhatsApp Business Account on Meta's side (a WABA can only be linked to one account at a time — see [WhatsApp Business API](../messaging-channels/whatsapp-business.md#each-account-needs-its-own-whatsapp-business-account)), and every number carries its own monthly rent, so per-brand numbers cost more infrastructure in exchange for the clean separation. --- ## Blocking / Pausing a Sub-Account If a client falls behind on payments to you, or you just need to pause their account temporarily, block a sub-account's access without deleting anything. Nothing is lost — campaigns, contacts, and chat history all stay exactly as they are, and you can unblock at any time. 1. Open the sub-account's **Edit** modal (row **More** menu → **Edit**). 2. Scroll to the **Access** section and pick an **Account status**: - **Active** — normal access. - **Soft blocked** — stops the sub-account from sending messages (campaigns, broadcasts, manual sends, follow-ups). Their AI bot keeps replying to incoming messages as normal, and the client can still log in and use the app. - **Hard blocked** — stops sending *and* stops the AI bot from replying. The client can still log in, but sees a full-screen lock message instead of the app, with a **Log out** button as their only option. 3. Optionally add a **block message** the client will see (on a hard block) or that explains the situation. 4. Click **Save**. Turning a block ON asks you to confirm first, since it's access-destructive. A few things worth knowing: - **Your own subscription ending locks every sub-account.** If your agency subscription is cancelled, all of your sub-accounts are hard blocked automatically the moment the cancellation takes effect — their sends and AI replies stop and they see the lock screen — and they unlock by themselves as soon as you subscribe again. Nothing is deleted in between. - **The client is not emailed automatically.** If you want them to know they've been blocked and why, tell them yourself — this is left to you since many agencies white-label their service. - **It's fully reversible.** Switching the status back to Active restores full access immediately. - **This is separate from DM Champ billing.** Blocking a sub-account only affects your relationship with your client — it has no effect on your own subscription or Stripe billing with us. - **Billing and login always stay open.** Even on a hard block, the client can still reach billing and login/logout screens — they're never completely locked out of the account itself. - **A hard-expired trial sets this lock for you.** If a plan has **Hard expiry after trial** switched on and a client's trial ends without them subscribing, their account is hard blocked automatically with the message *"Your free trial has ended. Contact your provider to continue."* — and unblocked again the moment they buy a plan. You can still change or clear it here like any other block. A block you placed by hand is never overwritten or cleared by that, so your own reason always wins. A hard expiry also releases any number the client rented through the platform; a block you place yourself does not — release it from the **Phone numbers** section of the same modal if you want it gone (see [A Client's Phone Numbers](#a-clients-phone-numbers)). See [Running a free trial](#running-a-free-trial). - **You can pause and unpause over the API too.** `POST /v1/subaccounts/{subAccountUid}/pause` places the hard block (with an optional message for the client's lock screen) and `POST /v1/subaccounts/{subAccountUid}/unpause` lifts it — handy when a client suspends their subscription in your own billing system and you want the pause to follow automatically. The same two actions are available as `pause_subaccount` / `unpause_subaccount` in the [MCP server](../integrations/connect-ai-clients.md). See [API for Agencies](api-for-agencies.md#pause-a-client-who-has-suspended-their-subscription). - **Want it on a timer? Build it as an Automation from your agency account.** In AI Studio → Automations, create one with a **Manual run** trigger, a **Delay** step (for example 30 days), and an **HTTP request** step: method `POST`, address `https://api.dmchamp.com/v1/subaccounts/{subAccountUid}/pause`, header `X-API-Key` with your agency API key (**Settings → API**). Click **Run** on the day the client's access starts and the account hard-blocks itself when the delay is up. Because the automation lives in *your* account, the client never sees it and can't remove it — the `{subAccountUid}` is the **ID** column on the Sub Accounts page. A second automation calling `/unpause` does the reverse. --- ## A Client's Phone Numbers Every number connected on a client's account is listed in the **Phone numbers** section of the sub-account's **Edit** modal (row **More** menu → **Edit**), so you can let go of one without signing in as the client: - A number the client **rented through the platform** shows a **Release** button. Releasing it stops its monthly rent, returns the number to the carrier and cannot be undone; the same number cannot be re-purchased for 7 days. - A number the client **brought themselves** (their own WhatsApp Business Account, Meta app or Twilio account) and a **WhatsApp Web** connection show **Remove** instead: the line is only removed here and stays with its provider. ::: master-only
The Edit sub-account modal scrolled to its Phone numbers section, listing Nova Booking Line +14155550123 marked Rented here, with a red Release button on the row and the Access section above it

The Phone numbers section sits under Access in the Edit modal — a number rented through the platform gets a Release button, a number the client brought gets Remove.

::: Two things happen on their own, so a rented number never keeps costing rent on an account that cannot pay for it: - **A hard-expired trial releases its rented numbers.** When a plan with **Hard expiry after trial** ends without an upgrade, every number the client rented is released the moment the account is locked. The client and you both get an email naming the number. - **Rent that cannot be collected two months in a row releases the number.** If a client's balance is too low for a number's monthly rent, the rent is skipped and both of you get a warning email. If the balance is still too low at the next monthly attempt, about a month later, the number is released and both of you are emailed again. Topping the client up before then keeps the number. A block you place yourself never releases anything — a paused client keeps their numbers until you or they release them. --- ## Notification Routing When something happens on a sub-account that warrants an alert — a contact needs a human, a bot hits its message cap, a WhatsApp template is approved or rejected, a campaign finishes sending its opening messages — the platform can email both you (the agency) and the sub-account's own user. You decide who gets these alerts per sub-account. Open the sub-account's **Edit** modal and find two switches under **Notifications**: - **Send Notifications to Sub Account** — when on, the sub-account's own user receives these alert emails. Turn it off if your client shouldn't be bothered with operational alerts and you'd rather handle everything yourself. - **Send Notifications to Agency** — when on, you (the agency) receive these alert emails for this sub-account. Turn it off for hands-off clients you don't want to be alerted about. Both switches are **on by default**, so a brand-new sub-account notifies both sides until you change it. The two are independent: route alerts to the sub-account only, to your agency only, to both, or to neither. The agency copy also follows the sub-account's own per-category channel settings. If the Email column is switched off for a category on the sub-account's [Notifications](../settings/notifications.md#notification-categories) page (for example **Messages from Paused Contacts** or **AI Paused Messages**), neither the sub-account nor the agency is emailed for it, even with **Send Notifications to Agency** on. The always-on critical alerts (credits, billing, appointments, human alerts, API key errors) still reach the agency regardless. > **Turn both off and no one gets that email.** If both switches are off, the sub-account's alert emails are suppressed entirely — neither you nor the client will be notified. Leave at least one on if these alerts matter to you. These two switches control only the sub-account's alert **emails** — a contact needing a human, a bot hitting its message cap, a WhatsApp template approved or rejected, a campaign finishing its opening messages. They do not change in-app behaviour, billing alerts, or the "new sub-account created" notification you get as an agency (that one always fires). --- ## Hiding Pages From a Sub-Account Every sub-account can see the full sidebar and Settings menu by default. If a client shouldn't have access to certain pages — Billing, for instance, or a channel you manage on their behalf — open their **Edit** modal, expand **Menu Visibility**, and toggle off any **Side Nav** or **Settings Nav** item you want hidden from them. Every switch starts **on**, meaning the client sees that item; a switch turned **off** hides it. Hidden items just disappear from that sub-account's menus; nothing about their data or permissions changes underneath. A hidden item is purely cosmetic for a feature the sub-account already has access to — it does not grant access to something their feature set doesn't include. If a feature is off under **Features**, hiding or showing its menu entry makes no difference; it stays unreachable either way. Because of that, a **Side Nav** row whose page needs a feature the client doesn't have yet — **Automations**, **Tasks** or **Daily Summaries** — is greyed out, with a note telling you which feature to switch on first. Tick that feature under **Features** and the row unlocks straight away, before you even save. ### Features vs menu visibility The **Edit** modal gives you two separate controls over what a client finds in their account, and they are not interchangeable: - **Features** — what the account is entitled to. Switching one off removes the capability, and any page that exists only to configure it disappears with it. **Bring Your Own API Key** lives here: leave it off and the client never sees the **Settings → Advanced → BYOK API Keys** page, in their own login or in Sign In mode. - **Menu Visibility** — which sidebar and settings entries are shown, for capabilities the account still has. Use it to tidy a client's navigation, not to withhold something: it's a display setting, and it doesn't apply while you're in Sign In mode. So if you want a client never to touch a part of the product, switch off the **feature**. If you only want their menu shorter, use **menu visibility**. --- ## Credit Allocation and Management ### The spending limit is a cap, not a wallet The **Spending limit** you set on a sub-account is a cap on how much of *your* credit pool that client may spend. It is not a separate pot of credits handed over to them. Every AI action takes one credit off the client's limit **and** the same amount off your agency balance, at the moment it is used. Two things follow from that, and they catch agencies out: - **A client can show a healthy limit and still stop working.** If your agency pool is empty, the limit is unspendable and their bot stops with an insufficient credits error, however high the number is. Your agency balance is the one to watch. - **Changing the limit moves no credits.** Raising it takes nothing out of your pool; lowering it puts nothing back. There is no transfer in either direction, so nothing is lost when you lower a limit — set it back to whatever you like, at no cost. There is deliberately no "move credits back to the agency" action, because there is nothing to move. Think of it as a company card you have issued to the client: the limit says how much of your money they may spend, and the money stays in your account until they spend it. #### How much of my pool is spoken for? Because the limits never leave your balance, the number on your Billing page does not tell you how much of it is already promised to clients. The two right-hand stat tiles at the top of the **Sub Accounts** page do: - **Allocated to clients** — every client's current spending limit added together, across all of your sub-accounts. The line underneath says how many accounts are in that sum. - **Unallocated** — your agency balance minus that total: the part of your pool no client can touch yet, and the number to look at before you raise a limit or onboard another client. If your clients' limits together add up to more than your balance, **Unallocated** goes negative and turns red. Nothing is broken when that happens — it just means that if every client spent up to their limit, the pool would run dry first. Top up under **Settings > Billing**, or lower some limits, until it is back in the green. Credits a client bought through your own checkout (reselling mode) are left out of **Allocated to clients**: those were paid for when they were bought and never draw on your pool again. Only the part of a reselling client's balance that comes from their monthly allowance counts. To make that relationship visible, the **Credit Management** section of the **Edit** modal shows **Your agency balance** right above the mode selector: the live pool this client spends from. If the client needs more room, raise their **Spending limit**; if the pool itself is running low, that number is your cue to top up under **Settings > Billing**. There is no "transfer" step in between, because the credits never leave your account until the client uses them. > **Keep the agency pool funded.** Since every sub-account spends from your pool, the fix for a client that has gone quiet on credits is almost always to top up your agency account, not to raise the client's limit. Turn on **Auto-Recharge** under **Settings > Billing** on your agency account so the pool refills before clients start dropping messages. On a lifetime or AppSumo licence there is no monthly credit allowance, so the pool only refills when you buy credits or auto-recharge fires. This describes **manual mode**, the default. In reselling mode the client's purchased credits come out of your pool at the moment of purchase instead — see [Credit management modes](#credit-management-modes). ### Credit management modes Each sub-account uses one of two credit modes, set from its **Edit** modal, under **Credit Management**: **Manual mode (default):** - Credits are shared from your agency pool. - When a sub-account uses credits (AI responses, campaigns, etc.), the deduction comes from your agency balance. - Sub-accounts do not see the credit balance — they simply use the platform and you manage the pool. - Set the **Monthly allowance**, adjust the **Spending limit** directly, and choose whether an unused allowance **rolls over** to next month. > **Client credit purchases and the client billing portal only work in reselling mode.** While a sub-account is in manual mode (the default), it can't buy its own credits or open a billing portal — you manage its balance from the Edit modal instead. Switch it to reselling mode first if you want the client to handle their own purchases. **Credit reselling mode:** - Only offered once your agency has white-labeling on its plan (or the sub-account is already in reselling mode). - Sub-accounts purchase their own credits through your custom checkout page (set up in **SaaS Mode**). - Purchased credits are tracked separately per sub-account and deducted from your agency credit pool at the time of purchase. - All operations (AI responses, campaigns, WhatsApp fees, etc.) consume purchased credits first before falling back to your agency pool. - Payments process through **Stripe** or through a **webhook** to your own custom payment provider — see [Agency Accounts — Custom Payment Provider](agency-accounts.md#option-2-custom-payment-provider). > **The monthly allowance keeps applying in reselling mode.** Switching a sub-account to reselling adds a way for the client to buy their own credits — it does not switch off the monthly allowance the account already had. Every month the allowance still lands as fresh credits, and whatever the client spends from it still comes out of your agency pool, exactly as in manual mode. Only the client's *purchased* credits are shielded: those were already deducted from your pool when they were bought, so spending them never touches your pool again. To change or zero the allowance, open the sub-account's **Edit** modal — the **Monthly allowance** field is shown in both modes. If you set it to zero and the client holds no purchased credits, their AI and campaigns stop until they buy credits through your checkout. > **Your agency BYOK key does NOT make sub-account AI free.** BYOK is set per workspace. A key connected on the agency account is used to run the AI for sub-accounts that have no key of their own, but those sub-accounts still spend credits at the normal rate. A sub-account only gets zero-credit AI once its own Anthropic key is connected on that sub-account. A sub-account's own key always takes priority over the agency key. To add one, use **Sign in as user** (row menu or the account switcher) to enter the sub-account, then go to **Settings → Advanced → BYOK API Keys**. This catches a lot of agencies off guard, so plan credit allocation for any sub-account that doesn't have its own key. If you'd rather not manage a key per client, the **Max AI tier** (on by default for every sub-account, and switchable per sub-account in the Edit modal → Features) keeps the cost as low as possible: 0.25 credits per action, and it brings the **Mini** tier with it at 0.15 for Agents that don't need Max's full accuracy. For how BYOK itself works, see [AI Model & BYOK](../ai-automation/ai-model-and-byok.md#setting-up-byok). ### Capping what rolls over Roll-over on its own has no ceiling. A client who barely uses the product keeps stacking allowance on allowance, and every one of those credits is still yours to cover whenever they finally get spent — which is what makes a cheap or trial-priced plan expensive later. Two fields put a limit on it, and they sit right under the **Roll over unused credits** switch in the sub-account's **Edit** modal → **Credit Management** (both are shown in manual and in reselling mode): - **Keep at most** — how many months of allowance this client may carry. At each renewal their unused balance is trimmed to at most that many times the allowance that renewal grants, and then the new period's credits land on top. **1** keeps one month's worth, **0.5** half a month, **0** means nothing carries over at all. Leave it empty for no cap. - **Expire unused credits after** — a number of days. Credits that have sat unused for that long are dropped at the first renewal after they reach that age. Spending always comes off the oldest credits first, so a client who uses their allowance every month never loses anything: only credits that genuinely went unused for the whole window go. Leave it empty and nothing ever expires. The same two fields exist on a plan, in the **Unused credits** group of the plan editor (see [Step 3 — Set up pricing tiers](agency-accounts.md#step-3--set-up-pricing-tiers)), where they apply to every client on that plan. **A value on the client wins over the plan's** — fill a field in on the sub-account and that is what applies to them; leave it empty and they follow whatever the plan says. A few things worth knowing before you set either one: - **A renewal is what triggers it.** That means the monthly allowance reset when roll-over is on, or a plan renewal — including a trial converting to a paid plan, and the monthly credit grant on a yearly plan. Nothing happens in between, and a client with no allowance and no plan is never touched. Moving a client onto a different plan mid-period doesn't trigger it either; their next renewal does. - **Top-ups are never touched.** Only recurring credits — the monthly allowance and a plan's credits — are subject to the cap and the expiry. Credits the client bought as a top-up, an auto-recharge, or credits you added by hand or over the API stay on the balance for as long as it takes to use them, and they are spent last, so the recurring credits always go first. - **Every trim is on the record.** It shows in the usage list on the client's **Settings → Billing** page as **Rollover Cap Credit Adjustment** or **Expired Credits Credit Adjustment**, and it never counts as usage. - **Credits already on the balance when you switch a cap on** are treated as if they were granted at the client's last renewal, so that is the date the expiry window is counted from. ### Setting a client's rate for Max and Mini AI actions Max and Mini AI actions on a sub-account carry **two prices**: what the client's own credit balance burns per action, and what your agency pool actually pays for it. The difference is your margin, built into the platform. - **What you pay**: 0.25 credits per Max action and 0.15 per Mini action — or **0.2** and **0.12** automatically on every sub-account if your agency holds a **Champions Circle** membership (the Insider Rate now applies to your pool for all your clients, nothing to switch on). - **What the client burns**: the platform rate by default (0.25 on Max, 0.15 on Mini), or any rate you set per client. Open the sub-account's **Edit** modal → **Features** → **Client rate per Max AI action** and enter a number of credits (up to 10). Set it above your cost to build in a markup — e.g. at 0.5, a client on a Circle agency burns 0.5 credits per action while your pool pays 0.2 — or set it to exactly your cost to pass your rate straight through. It can't go below your own cost, so you can never price a client at a loss. Clear the field to go back to the standard platform rate. > **The rate you set covers Mini as well as Max.** The field is labelled **Client rate per Max AI action**, but Mini actions are priced on the same branch, so a markup you enter here is charged for that client's Mini actions too — a rate of 0.5 means 0.5 credits per action whether the Agent is on Max or on Mini. If you want Mini to stay cheap for a client, leave the field empty so both tiers bill at their own platform rate. The client rate only applies to actions on the **Max** and **Mini** tiers (it never changes Pro or Economy pricing). Your billing page's usage history shows both sides per action: what the client burned and what your pool paid. What the client sees follows the price you set: the **AI Quality** cards in their agent editor quote your per-action price for each tier (never the platform rate or your discount), and the **What each action costs** card on their Billing page lists your prices without your markup — a WhatsApp fee markup shows there as a per-message fee that varies by country, not as a multiple of the carrier fee. ### Locking a client to one AI model By default every client picks their own AI model in the **AI Quality** cards of their agent editor, and a client who switches to a pricier model spends your credit pool faster. If you'd rather make that decision for them, open the sub-account's **Edit** modal → **Features** → **AI models this client may use** and switch on the models they may pick. A model switched on is available to them, a model switched off is not; the hint under the switches confirms the client is limited to the ones switched on. - **Leave every switch off** and there is no lock — the client picks any model their plan includes. This is how every sub-account starts. - **Switch on exactly one** (say **Max**) and the client is pinned to it. The other models disappear from their AI Quality cards. The one exception is a model the client was already using when you set the lock: that card stays visible so they can still see what their agent is on. - **Switch on more than one** to give them a shortlist instead of a single model. The lock is enforced on our side, not just hidden in the interface. A client cannot get around it by editing an agent from a different screen, from the mobile app, or through the API — the save is refused with "This AI model is not available on your plan. Contact your account provider." Switching **Max** or **Mini** on here also switches on **Allow Max AI tier** above, because a client can't be pinned to a model their account isn't allowed to see. Turning **Allow Max AI tier** back off removes Max and Mini from the lock again. ::: master-only
The Edit sub-account modal's Features section, showing the AI models this client may use row with Pro, Max and Mini switches all off, above the Action pricing section

The AI models this client may use row, directly under Allow Max AI tier. Every switch off, as here, means no limit: the line underneath tells you which state you are in.

::: > **Locking a client who already picked something else doesn't break their agents.** An agent sitting on a model you've since locked out keeps replying — it just runs on one of the models you allowed instead. Its old card stays visible in the editor, with a note telling the client it isn't available any more and to pick one of the models you did allow. They can keep editing and publishing that agent in the meantime; nothing stops working, and no conversation is dropped. ### Marking up a client's WhatsApp costs The same modal has an **Action pricing** section (collapsed by default, just under **AI models this client may use**) with a **WhatsApp fee markup** row. It is a multiplier on what WhatsApp actually costs us for that client — the monthly number rent (50 credits for a standard number) and, from 1 October 2026, the per-message carrier fees on a managed number, including templates and the fee on each incoming message. Enter **1.5** and the client burns 1.5x our cost on every one of those charges while your pool still pays only the cost; the difference is credited back to your pool as each charge lands, exactly like the Max client rate. It can't go below **1** (you can never bill a client less than the fee costs you), and clearing it passes WhatsApp costs through at cost. It applies whether the client spends purchased credits or your allowance, and a refund (a template that never sent, say) hands the client back their full charge while your pool only gets back what it paid. ::: master-only
The Edit sub-account modal with the Action pricing section expanded, showing the per-action credit prices this client is charged

The Action pricing section, expanded. Each row is what this client is charged for that action; leave a row empty and it bills at the standard price, and anything above what your pool pays is your margin.

::: > The rate changes how fast the client's credit allocation depletes, not where credits ultimately come from — sub-account spend is always backed by your agency pool. For clients buying credits through your checkout (reselling mode), the markup is credited back to your pool as each pre-paid credit is spent, on top of the margin you already set on your credit price. ### A holding reply while a client is out of credits When a client's spending limit is used up (or your own pool is empty), the AI cannot answer and the contact hears nothing: the chat in the inbox shows a credit limit marker and no message goes out. If you'd rather the contact got a word back, open the sub-account's **Edit** modal → **Credits** and switch on **Holding reply when out of credits**, then type the message in the **Holding message** box that appears (up to 500 characters, sent exactly as written on every channel). - Each contact who writes in during the outage gets the holding message **once**. A second or third message from the same contact while the balance is still empty gets nothing extra, so nobody is spammed. - The message shows up in the chat like any other outgoing bubble, marked as sent by the AI, and it costs no credits. - Once credits are back (a top-up, the monthly allowance landing, or a higher spending limit), the AI picks those conversations up and answers them for real, the same way it already does for chats dropped during a credit outage. A contact a teammate answered by hand in the meantime is left alone. - Switching the reply off keeps the text you typed, so you can turn it back on later without retyping it. ::: master-only
The Edit sub-account modal's Credits section with the Holding reply when out of credits switch on and a Holding message box reading Thanks for your message! We are away right now and will get back to you shortly.

The Holding reply when out of credits switch sits under Roll over unused credits; switching it on reveals the Holding message box. Nothing goes out until you hit Save.

::: The same switch is available over the API for agencies: `PUT /v1/subaccounts/{subAccountUid}/zero-credit-reply` with `{ "enabled": true, "message": "…" }`. ### Tracking usage - **Credit usage details** (row **More** menu) — a per-sub-account breakdown: total credits used, cost in USD (hidden when the sub-account runs on your BYOK key), a usage-by-reason chart, top campaigns by spend, and a filterable date-range table of every individual charge and refund. Each charge row shows the **model** it was billed at (Pro, Economy, Max, or Mini), and on rows where you've re-priced the action for that client, a **Client billed** line shows what the client's balance was charged next to what your agency pool actually paid. - **Stat tiles** at the top of the Sub Accounts page — aggregate live/paused campaign counts and how many sub-accounts currently have issues. ### BYOK spending figure per sub-account If you resell BYOK (your own AI provider key) to sub-accounts, set a monthly spending figure — in US dollars — per sub-account, so you can track how much each client is running up on your key. Set or clear it from that sub-account's **Edit** modal (only shown once the sub-account has a BYOK key, or already has a limit set); leave it blank for no figure. The figure resets at the start of each billing month. > **This is a budgeting indicator, not a hard cut-off.** It helps you keep an eye on what each client is spending — it does not automatically stop a sub-account once it passes the figure. --- ## Sub-Account Billing ### Agency custom checkout If you have set up credit reselling in **SaaS Mode**, there are two ways to handle payments: **Stripe (default):** connect your Stripe account in the SaaS Mode setup wizard, configure pricing tiers, and sub-accounts are directed to your branded checkout when they need credits. Payments go to your Stripe account, and credits are delivered automatically. **Webhook (custom payment provider):** enter a webhook URL in SaaS Mode instead of connecting Stripe. When a sub-account's credits drop below their auto-recharge threshold, the platform sends the details to your webhook URL; your server processes the payment and calls the API to grant credits. See [Sub-Account Auto-Recharge](sub-account-auto-recharge.md) for the technical details. ### What the client sees on their Billing page Once a sub-account is in **reselling mode**, the client's own **Settings → Billing** page (on your white-label domain) shows everything they need to pay you directly — no checkout link required: - **Your plans** — the plans you configured in SaaS Mode, at your prices, with a **Subscribe** button that opens your branded Stripe checkout. Plan credits renew monthly. A plan you set to yearly billing is labelled *"per year · N credits per month"*, so the client can see they pay once a year and still get their allowance each month. A plan with a free trial shows as *"X-day free trial, then $…"* with a **Start free trial** button instead of a price button — the same wording your payment link and embedded checkout use. A trial is only for new signups, so a sub-account that already exists (created by you, previously subscribed, or already trialled) is charged straight away — see [Running a free trial](#running-a-free-trial). - **Buy additional credits** — a one-time top-up at your per-credit price, with the note you set under it (if any — for example a reference price in another currency). This works on its own: a client does not need a plan before buying credits, and purchased credits roll over. - **Auto-recharge** — the client can save a payment method and have credits topped up automatically whenever their balance drops below a threshold they set. - **Manage billing** — after their first purchase, a portal button where they view invoices, update their card and manage their subscription. ::: master-only
A reselling sub-account's Settings → Billing page, showing the What each action costs card and the agency's Plans card with three plans, each listing monthly credits, included features and a Choose plan button

The client's Billing page in reselling mode: your plans, at your prices, each with a Choose plan button that opens your checkout.

::: ::: master-only
The Buy additional credits card showing the per-credit price and a How many credits input with a Buy credits button, and below it the Auto-recharge card with an Add payment method button

Buy additional credits works without any plan — one-time purchases at your per-credit price. Auto-recharge switches on once the client adds a payment method.

::: ::: master-only
The bottom of the reselling Billing page with the Manage billing card reading: Choose a monthly plan, purchase additional credits, or both. Your first purchase securely sets up billing for this workspace.

Before the first purchase, Manage billing explains that buying anything sets up billing; afterwards it becomes a portal button for invoices and card changes.

::: This applies equally to accounts you created by hand: switch an existing manual sub-account to reselling mode from its **Edit** modal and its Billing page gains all of the above. Nothing else about the account changes — its setup, channels and conversation history stay exactly as they were, and the client's first purchase connects their billing behind the scenes. Team members of the sub-account with billing permission can make purchases for the workspace too — the purchase always attaches to the workspace, not to the person paying. ### Client billing portal The client billing portal is only available for sub-accounts in **reselling mode**. A sub-account still in manual mode can't open a portal — you manage its balance from the Edit modal instead. Sub-accounts that have made a purchase through your agency can open the billing portal from their own **Settings → Billing** page to view billing history, update payment methods, and manage their subscription. You can also generate a link to this portal from SaaS Mode and share it with the client. --- ## Copy a Campaign to a Sub-Account Built a campaign that works? Copy it into one or more of your sub-accounts in a few clicks instead of rebuilding it by hand. **Who can do this:** you, and team members with permission to edit campaigns. You can copy from your agency account or from any sub-account into another sub-account — and, while signed in to a sub-account, you can also copy a campaign sideways to another sub-account. ### How to copy On the **Sub Accounts** page, open the client row's **More** menu and choose **Copy campaign here**. The destination is already picked; you choose the source campaign. Building something new? Copy the **Agent** instead — see [Copy an AI Agent to a Sub-Account](#copy-an-ai-agent-to-a-sub-account) below. For handing a client a whole set-up in one go, rather than a single Agent, a **Snapshot** packages it as a reusable template you can install on any sub-account. See [Snapshots](snapshots.md). The modal then shows: 1. **Source campaign** — a dropdown of your campaigns. 2. **FAQ knowledge base** toggle (on by default) — copies the campaign's FAQs into the target account. 3. **Custom functions** toggle (off by default) — copies attached custom functions. Off by default because functions often hold account-specific configuration (API keys, endpoints). 4. **New campaign name** (optional) — leave blank to keep the original name. 5. **Sub-accounts** — a searchable, multi-select list of your sub-accounts. Check as many as you want to copy the campaign into at once. Need a client that doesn't exist yet? Click **+ New sub-account** right there to create one without leaving the modal — it's added to your selection automatically once you finish. Click **Copy to N sub-account(s)**. A results screen confirms each target as **Copied** or shows the error if one failed — a partial failure doesn't undo the accounts that succeeded. ### What gets copied - The full **bot setup** — persona, goal, rules, conversation flow, company info, message limit, and availability schedule. - The **opening message** and bot instructions. - **FAQs and the knowledge base** (when the toggle is on) — including uploaded files and web sources. - **Custom functions** (when the toggle is on). - Any **media files** uploaded to the campaign. - Your **follow-up settings**, including the wording of follow-up messages. ### What you'll need to redo on the sub-account A few things are tied to each individual account and can't be carried over: - **WhatsApp message templates** must be re-created and re-submitted for approval. Templates are linked to each account's own WhatsApp/Twilio setup, so the copy can't reuse them. - **Channels and the phone number** need to be re-selected — the copy doesn't bring over channel connections. - The **contact list** must be chosen (or imported) on the sub-account; contacts are never copied. > **The copy arrives as a Draft.** Nothing sends until you review it, finish the steps above, and set it Live — so you have time to check everything first. --- ## Copy an AI Agent to a Sub-Account Spent a week getting an AI Agent to answer exactly the way you want? Copy it into one or more of your sub-accounts instead of rebuilding it in each client's account by hand. ### How to copy There are two entry points, and they open the same window with different fields pre-filled: - **From the AI Agents page**, on the agent's row, click the two-arrows icon next to Duplicate — its tooltip reads **Copy this agent into a sub-account**. The agent is already picked; you choose the destination(s). - **From the Sub Accounts page**, open a row's **More** menu and choose **Copy agent here**. The destination is already picked; you choose which agent to copy. The window then asks for: 1. **Agent** (if not already picked) — a dropdown of your agents. 2. **FAQs and knowledge** toggle (on by default) — copies the agent's FAQs, uploaded files and knowledge sources into the target account. 3. **Custom functions and connected tools** toggle (off by default) — copies the agent's custom functions and MCP server tools. Off by default because these usually hold account-specific details (API keys, endpoints) that belong to your account rather than the client's. 4. **New agent name** (optional) — leave it blank to keep the original name. 5. **Sub-accounts** — a list you can tick as many entries in as you like, so one copy can land in several client accounts at once. Click the copy button and a results screen confirms each account as copied, or names the error if one didn't take. ### What gets copied Everything the agent needs to work in the client's account: - Its **AI Instructions** — persona, goal, business context, rules, escalation, response pacing, message limits and primary language. - Its **FAQs and knowledge base** (when the toggle is on), including uploaded files and linked web sources. - Its **custom functions and connected tools** (when the toggle is on). - Its **media** — the images, video, GIFs, voice notes and documents it can send. - Its **active hours**, **tag rules** and **follow-up settings**, including the wording of follow-up messages. ### What you'll need to do on the sub-account - **Connect the client's channels.** Channel connections are never copied — the copy has no phone number, inbox or page of its own until you point one at it. - **Re-create WhatsApp message templates.** Templates belong to each account's own WhatsApp setup, so follow-up templates need generating and submitting for approval again in the client's account. - Contacts are never copied. > **The copy arrives switched off.** It lands in the client's account as a paused agent, so nothing replies to anyone until you've reviewed it, connected the channels and turned it on yourself. > **A copy that runs into trouble leaves nothing behind.** If something fails part-way through — a knowledge file that won't transfer, for example — the whole copy for that account is undone rather than leaving a half-built agent for you to find later. Copying into several accounts at once is judged per account: one failing doesn't undo the ones that worked. --- ## Sub-Account Limits Your plan determines how many sub-accounts you can create. Sub-accounts come with the Agency and Agency Unlimited plans, and unlock progressively on AppSumo plans. **Where to check what you've used:** the **Sub accounts** tile at the top of the Sub Accounts page shows how many you currently have, with your allowance underneath it — either *of {limit} on your plan*, or *Unlimited on your plan* if there's no ceiling. If it says Unlimited, there's no total to count down from and you won't hit a cap however many you add. Your full entitlement list also appears under **Settings → Billing** in **What's included in your plan**. **Current plans:** | Plan | Sub-Account Limit | |---|---| | Business | 0 | | Agency | 10 included, then $29 a month for each extra one | | Agency Unlimited | Unlimited, with no per-account fee | Note: the Starter, Growth, Pro and Agency plans some accounts are still on were retired in August 2026 and no longer represent current pricing. Existing subscribers keep the plan they are on, sub-account allowance included. **AppSumo lifetime plans:** | AppSumo Plan | Sub-Account Limit | |---|---| | Plan 1 | 0 | | Plan 2 | 3 | | Plan 3 | 10 | | Plan 4 | 20 | | Plan 5 | 100 | | Plan 6 | Unlimited | If you reach your limit and need more sub-accounts, move up to the Agency or Agency Unlimited plan at [dmchamp.com/pricing](https://dmchamp.com/pricing/), or contact support about a custom agreement. The AppSumo lifetime deal ended on August 14, 2026, so tier changes through AppSumo are no longer available. > One sub-account is a separate workspace, not a single AI agent. Inside any account or sub-account you can create multiple campaigns (or [AI Agents](../ai-agents/ai-agents.md)), and each one acts as its own AI agent. So a Plan 4 with 20 sub-accounts can run dozens of distinct agents in total. --- ## Common Questions **I don't see the Sub Accounts page in my sidebar.** Sub-account management is an Agency-plan feature. If your account doesn't have the agency role, there's nothing to show — check your plan under **Settings → Workspace → Billing**, or ask the account owner. **Can I give one team member access to only some of my clients?** Yes — open their Permissions editor on your agency team page, set **Client accounts** to **Selected clients** and tick the ones they should have, then choose the role they act as inside them. See [Giving Team Members Access to Client Accounts](#giving-team-members-access-to-client-accounts). **Can I switch between sub-accounts without going back to the list every time?** Yes — the **Switch account** control at the top of the sidebar works from anywhere in the app, not just the Sub Accounts page, and it's searchable. **I deleted the wrong sub-account.** Deletion is permanent and removes all of that account's chats, contacts and campaigns — there's a confirmation step precisely because it can't be undone. If this happens, contact support immediately; don't wait. **A sub-account's credits ran out and the bot stopped answering.** Check your own agency balance first — in manual mode the client spends from your pool, so an empty pool stops every sub-account no matter how high their **Spending limit** is ([why](#the-spending-limit-is-a-cap-not-a-wallet)). Top your agency account up under **Settings > Billing**, and raise the client's limit under **Edit → Credit Management** if that is what is capping them. In reselling mode the client needs to purchase more through your checkout, or you can set up [auto-recharge](sub-account-auto-recharge.md) so it happens automatically. --- ## Best Practices - **Set up auto-recharge** on your agency account (via SaaS Mode) so sub-accounts never lose AI functionality due to credit depletion. - **Use campaign copying** to onboard new clients quickly with setups that already work. - **Monitor credit usage regularly** via each sub-account's **Credit usage details** to catch unexpected spikes before they drain your pool. - **Keep Sign In mode for support** — rather than sharing agency credentials, use **Sign in as user** to help clients directly from your dashboard. - **Configure credit reselling** in SaaS Mode if you want sub-accounts to pay for their own usage, creating a revenue stream for your agency. - **Choose the right credit mode per client** — manual for clients you manage end-to-end, reselling for clients who should handle their own credit purchases. --- ## Need Help? If you have questions about sub-account management, reach out via our [email support](mailto:hi@dmchamp.com).