Manage White-Label Customer Accounts

Managing Customer Accounts

Your end-customers are managed under Admin → Users (page "Users & quotas"). Each customer gets their own account on your platform with their own chatbots, conversations, and team — limited by the quotas you allocate.

Creating accounts

Two ways to add a customer:

• Invite via email — enter the customer's email address; they receive a branded invitation (sent through your SMTP) with a link to set their name and password. The link expires after 7 days and the account only appears in your list once the invitation is accepted.
• Create directly — set name, email, and an initial password yourself (8–200 characters, including at least one uppercase letter A–Z and one number 0–9) and hand the credentials to your customer. No email is sent; the account is active immediately.

Assigning an admin-created chatbot to a customer

You can configure a chatbot in the admin account first and transfer it to an existing customer account when it is ready:

1. Open Dashboard and select the chatbot.
2. Open Settings.
3. Under Name & Access, find Assigned user. This field is visible only to white-label organization admins.
4. Select the customer. The assignment is saved immediately; there is no separate save button.

The customer becomes the chatbot's owner and sees it after logging in. The assignment moves the chatbot together with its configuration, knowledge sources, conversation history, leads, bookings, integrations, phone settings, calls, and Team Wiki. The selected customer's chatbot, message, training-content, and phone allocations then apply. Usage already counted in the current month moves to the customer as well, so check their allocated quotas before assigning the chatbot.

To take the chatbot back, choose Not assigned (organization quota) in the same field. The chatbot and its usage return to the organization admin account and use the organization quota.

Test chatbots

A test chatbot lets a prospect try your product before they pay for it, without costing you a bot slot. Tick Test chatbot in the Create New dialog when you create the chatbot. Only the organization admin sees the checkbox.

The prospect needs no account. Build the chatbot on their own content, embed it on a landing page, and send them the link.

Everything except the bot slot still comes out of your package: messages, training content, and phone minutes. A test chatbot is not a second free plan.

In the sidebar a test chatbot carries a Test badge. The chatbot's page shows the date on which the test period ends, 14 days after you created it. Three days before that date you receive an email, so a prospect who did sign is not switched off while you were waiting for the contract.

Convert to regular chatbot on the chatbot's page ends the test period early. The chatbot keeps running, with conversations and settings untouched, and from then on occupies one bot slot. If no slot is free, the action fails with a message; add a bot slot or upgrade your package first.

Your platform contract can cap how many test chatbots may run at the same time. By default there is no cap. If one applies, creating another test chatbot fails until you convert or delete one. Archived chatbots do not count.

Archive

When the 14 days are over and nobody converted the test chatbot, it moves to the archive instead of being deleted. That is the difference to a deletion: a prospect who comes back after six weeks gets their chatbot back as it was.

An archived chatbot

• no longer answers, on any channel,
• disappears from the website: the embed code can stay where it is, the chat window simply does not show,
• keeps its prompt, settings, sources (website addresses, files, connections) and design,
• loses its indexed content, so it no longer uses your training content.

A connected mailbox is switched off as well. Conversations, leads and questions are not touched by archiving. They are removed by the data retention of the account that owns the chatbot (after 30 days when it is switched on), and at the latest when the chatbot is deleted for good.

You find archived chatbots under Archive at the bottom of the chatbot list in the sidebar. The entry only appears once there is at least one archived chatbot.

Reactivate brings a chatbot back:

1. Open Archive in the sidebar and select the chatbot.
2. Click Reactivate. This needs one free bot slot, because the chatbot is a regular chatbot from then on.
3. The content is read in again from the saved sources. Depending on the size of the website this takes a few minutes; you can follow the progress under Knowledge.
4. If the chatbot had a mailbox connected, switch it back on under Channels → Email.

Delete for good on the same page removes an archived chatbot immediately. Otherwise it is deleted automatically 4 months after it was archived, together with everything that belongs to it. This deletion is permanent, there is no restore.

Enabling, disabling, and deleting

• Disable blocks login and API access immediately but keeps all data and the quota allocation (the seat stays reserved). Re-enable at any time.
• Delete permanently removes the account and frees its quota allocation.

Admins can only manage regular users — not themselves or other admins.

Log in as a customer

The log-in icon in a user's row lets you enter that customer's dashboard without their password — for support, configuration help, or troubleshooting.

• An orange bar above the dashboard shows which account you are in: "Logged in as customer@example.com".
• Click Exit in that bar to return to your own account.
• Only active, regular user accounts can be entered — never other admins.

How your customers log in

Customers log in at https://your-domain.com/login with email and password. If a customer accidentally opens the platform's own domain, they are automatically redirected to your verified domain. Self-registration is disabled on white-label platforms — only accounts you create or invite can log in.

Each customer can additionally invite up to 10 team members of their own (with granular permissions for live chat, analytics, leads, and more) — see Team Members.