Work inside a client's account

Opening a client puts you inside their account as their agency. You see their contacts, sites, automations and settings, under the brand they see, and you can work there as if you were on their team. You never need their password, and a bar at the top always tells you whose account you are in.

Before you start

• You are an owner or admin of the agency account. Members of the agency can see the client list but cannot open a client.
• The client exists under Sub-accounts.

Steps

1. Open Sub-accounts.
2. Find the client, using Search by name if the list is long.
3. Press Open on their row, or press the client's name. You land on their Dashboard.
4. Check the bar across the top of the page. It says "You are working in" the client's name "as their agency."
5. Work as normal. The sidebar now shows their business tools: Dashboard, Conversations, Contacts, Calendars, Sites, AI Agents, Automations and the rest.
6. When you are done, press Back to my account in the bar. You return to your agency.

To jump between clients without going back to the list, press the account name under the logo in the sidebar. Search for an account, or pick one from Recent accounts or All accounts. Press the pin beside an account to keep it at the top. Inside a client, the same menu offers Switch to Agency View.

What happens next

While you are inside a client:

• Everything you create belongs to the client: contacts, pages, workflows, agents.
• Anything that costs money is charged to the wallet that pays for that client, not to a separate agency charge.
• Your access is recorded as you, so it is clear who did what.
• The assistant in the top bar starts a new conversation and answers about this client's account.

A client whose account is on hold (waiting for your approval, or suspended after a failed payment) sees a hold screen. You do not: you can still open their account and work in it.

For white-label agencies

Inside a client you see the brand that client sees: their brand's logo, colours and product name. If it looks different from your own agency's look, that is correct.

Troubleshooting

"Only an owner or admin can manage sub-accounts" You are a member of the agency. Ask an owner to open the client, or to make you an admin.

"Couldn't open that client." The client may have been removed. Refresh Sub-accounts and try again.

Agency pages say "This screen is only available to agency accounts." You are still inside a client. Press Back to my account first.

The bar at the top will not go away. It stays while you are inside a client on purpose, so nobody sends the wrong client's campaign. Press Back to my account to leave.

A client's screens have fewer features than mine. Their plan decides what they have. Change it with Put on a plan in their row menu, or under their billing.

I sent something from the wrong client. Check the bar before sending. Messages sent from a client's account go from that client's number, address and brand.

Related

• Add a client account
• Approve, suspend or remove a client
• Switch between businesses
• What your clients see