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Customers

Customers lists everyone in your program and what they are using. It is the screen you work from day to day.

Activating and pausing​

A customer is either active or inactive.

  • Activate turns an account on so its agents can work.
  • Deactivate pauses it. Nothing is deleted — their agents, knowledge, and history stay exactly as they were, and activating again brings it all back.

Deactivate is the lever to reach for when someone stops paying, rather than removing the account.

Awaiting card​

A customer shown as awaiting card has been set up but has not yet supplied a payment method. The portal can send them a link to add one. Until they do, they sit outside your billed customers.

What each customer is using​

Each row shows the usage that matters for capacity and for billing:

  • Call minutes used in the current period
  • Concurrent calls — how many lines they can run at once
  • Knowledge bases they hold

These are the same figures your platform capacity is consumed by, so this list is where an unexpected capacity squeeze usually explains itself.

Moving a customer to invoice billing​

If your program supports it, an individual customer can be moved onto invoice billing rather than card payment. The portal walks the move through and asks you to complete the move once the customer's side is settled. See Pricing & billing.

Removing a customer​

Removing an account is not the same as deactivating it, and it is not a step to take to stop billing — deactivate for that. Remove only when the relationship is genuinely over and the data no longer needs to exist.