Clients

Every business you sell to gets its own client workspace. It keeps that client’s agents, calls and data separate from everyone else’s, and it is what your client signs in to under your brand.

What a client workspace is#

A client workspace is a sub-account inside your agency. Anything created in it belongs to that client only:

• Agents and the phone numbers routed to them.
• Contacts, campaigns and the calls those agents handle.
• CRM and calendar connections made while you work inside the client.
• The client’s subscription to your service, and its usage.
• The client’s own users, who see only this workspace.

You and your agency teammates can see every client. Your clients can see only their own workspace. They never see your other clients, your costs, or your agency settings.

Create a client#

1. Open the client list
   In the sidebar, click Clients.
2. Start a new client
   Click “New client”. The “Create a client sub-account” dialog opens.
3. Name it
   Enter the business name in “Client name”. Use the name your client will recognise, because you and your team see it everywhere.
4. Create it
   Click “Create client”. You see “Client created” and the client appears in the list.

You can also add a client from the workspace switcher at the top left: open it and click “Add client”.

The client list#

Clients shows your client portfolio. Use the segments across the top to narrow it:

Search by name with “Search clients…”, sort by “Newest” or “Name”, and switch between grid and list views. Each client card has “Manage client”, which opens the client page, and “Archive” or “Restore”.

Client health#

Each client gets a health label, worked out from the last 30 days. The checks run in the order below and the first one that matches decides the label. The client page shows the reason, for example “Outstanding balance” or “No recent activity”.

A call counts towards the success rate only when it was scored as successful or unsuccessful. To make that score reflect the client’s real goal, such as a booked appointment, set a success metric in the agent’s post-call analysis. See Build an agent.

The client page#

Open a client with “Manage client”. The header shows the client’s status, subscription and plan, with these buttons:

• “Open client portal”: switch into the client’s workspace and act as the client. See Work inside a client’s workspace.
• “Edit”: rename the client, then click “Save”.
• “Archive” or “Restore”.

The page has five tabs.

Overview

A “Last 30 days” strip shows conversations, the business success rate (or connection rate if no success metric is set), minutes and workspace status. Below it are the client’s members, capabilities, account details, and the account overview: estimated margin, usage and anything outstanding. “Account essentials” lists the primary agent, assigned number, subscription and last activity. Shortcuts open the client’s Agents, Calls, Contacts, Campaigns, Automations and Integrations directly. The “Weekly report” card controls the client’s Monday summary email. See Weekly client report.

Billing

Choose one of your client plans and send the client a payment link, or activate a free plan. Access stays locked until the client completes checkout. The full process is in Billing clients.

Members

Invite the client’s own users and manage who has access. See Team, roles and invites.

Access controls

Decide what the client can do for themselves. Covered in the next section.

Data & offboarding

Export everything held for the client, or offboard them when they leave. See Export a client’s data and Offboard a client.

Access controls#

Access controls decide what a client can self-serve. When a control is on, the client can do it themselves. When it is off, you do it for them. Open the client and click the “Access controls” tab, then flip a switch. A message confirms the change, for example “Place calls revoked”, and the change is recorded in the audit log.

Defaults and your plan

• A new client starts with every feature your Wozena plan includes switched on, except “Share agents publicly”, which you turn on per client. Turn off anything you want to keep in your own hands.
• A client can never have more than your plan includes. Trying to switch on a feature your plan doesn’t include is refused with “A client capability cannot exceed the agency plan”.
• Menu items for features a client doesn’t have are hidden in their portal.

Work inside a client’s workspace#

To build or change things for a client, switch into their workspace. Anything you create there belongs to that client.

1. Switch in
   Click the workspace button at the top left of the sidebar, search with “Search clients...”, and pick the client. Your three most recent clients are listed under “Recent”. You can also click “Open client portal” on the client page.
2. Confirm where you are
   A banner reads “Viewing as [client] — you keep your agency permissions in this view”. Your dashboard reloads with only that client’s data.
3. Switch back
   Click “Exit client view” in the banner, or open the workspace switcher and choose “Agency (all clients)”.

While you are viewing as a client, agency-only pages are hidden from the sidebar: Clients, Client Billing, Provider Connections, White-label, Audit Log, and Plan & Billing. Exit the client view to reach them.

If switching fails you see “Couldn’t switch into this client”. Reload the page and try again.

Weekly client report#

Every Monday at 8am in your agency’s timezone, each client’s admins get an email under your brand summarising the previous Monday to Sunday: calls, minutes, success rate against the week before, the outcomes your post-call analysis tracks, the busiest day, calls flagged for follow-up, and usage against their plan. It comes from your own sending domain when you have one. See Email sending.

• Settings → “Agency” sets the default for every client (“Send to all clients by default”) and your “Agency timezone”. The timezone starts as your browser’s when you create the agency.
• The “Weekly report” card on a client’s “Overview” tab overrides the default for that client, adds extra recipients such as a manager without a login, shows how last week’s send went, and has “Preview last week” and “Send test to me”.
• Weeks with no calls are skipped, so a quiet client doesn’t get an empty report.
• Each recipient can unsubscribe with one click from the email. That only stops it for them; everyone else on the report keeps getting it.

Archive and restore a client#

Archive a client you have stopped working with to move them out of your day-to-day list. You can restore them at any time.

1. Cancel their subscription first
   If the client pays you through a plan, cancel it on their “Billing” tab (or cancel a pending payment link). Archiving is refused while the subscription is live, with “Cancel this client's subscription before archiving it.” See Billing clients.
2. Archive
   On the client card or the client page, click “Archive” and confirm. The dialog explains what happens next.
3. Restore
   Open the “Archived” segment, find the client and click “Restore”, then confirm.

When you archive a client:

• Their running and scheduled campaigns are paused. Resume them after restoring the client if you need to.
• They no longer appear in the workspace switcher.
• You can’t create new resources for them. You see “This client is archived — restore it before creating resources there.”
• Their data (agents, calls, contacts) is kept.

Export a client’s data#

When a client leaves or asks for a copy of their data, open the client and go to “Data & offboarding”. Click “Export data”. Tick “Include call recordings” if you need the audio as well; the file will be much larger.

The export is built in the background and you get an email when it’s ready. It’s a ZIP with a README and:

• every call, as a spreadsheet and in full with transcripts and analysis
• contacts, including custom fields and the do-not-call list
• campaigns and what happened with each contact
• agents with their prompts and call flows, and knowledge bases with their sources
• phone numbers, team members and pending invites
• invoices and the usage ledger

Click “Download” to fetch it. Each download link works for 15 minutes and is recorded in the Audit Log. The file is deleted after 7 days; request a new export if you need it again. Only agency Owners and Admins can export. Stored API keys and integration credentials are never included.

Offboard a client#

Offboarding winds a client down in one step. On “Data & offboarding”, the “Offboard client” card lists exactly what will happen for this client:

• Their subscription is cancelled. Any usage not yet billed is invoiced straight away.
• Running and scheduled campaigns are stopped.
• Public agent links are taken offline.
• Their phone numbers are released so they stop billing, or moved to your number pool if you choose “Keep them in your number pool”.
• Their integrations are disconnected and the stored credentials deleted.
• Their users lose access and pending invites stop working.
• The client is archived.

Export their data first if you’re handing it over. Then click “Offboard” and type the client’s name to confirm. Only agency Owners can offboard, because it cancels billing. The card then shows what each step did. If a step failed (for example, your voice provider couldn’t release a number), fix the cause and click “Offboard again to retry”.

Permanent deletion

With “Permanently delete their data after 30 days” ticked, the client’s data is deleted 30 days after offboarding: calls and transcripts, contacts, campaigns, agents, conversation flows and knowledge bases, including the agents, flows and knowledge bases in your Retell account. Invoices, usage records, the subscription record and the Audit Log are kept for your accounting, under the name “Deleted client”.

Next steps#

• Invite the client’s first admin from the “Members” tab: Team, roles and invites.
• Put the client on a plan and send a payment link: Billing clients.
• Build their first agent while viewing as the client: Build an agent.