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What is Subaccount Management

Each customer you add to your White Label has their own account: a subaccount. Subaccount Management lets you review, from one place, the AI agents your customers have built and the calls they make and receive. You’ll find it at the end of the White Label Platform menu (open it here). It has two tabs: AI Agents and Call History.
Tip: Use it to help a customer who asks for support: you can see their agent’s setup and their calls without signing in to their account.

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AI Agents

The AI Agents tab lists the agents of all your subaccounts.
Subaccount Management on the AI Agents tab with the All, Inbound and Outbound filters, the Search agents box and the Refresh button

Screenshot: the AI Agents tab. When your customers create agents, they appear here.

  • Use All, Inbound and Outbound to filter by type of agent.
  • Use Search agents… to find an agent.
  • Click Refresh to load the latest changes.

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Agent Details

Open an agent to see its Agent Details, in read-only mode:
  • Agent Metadata: category, template, goal, website, mode, tags and Assigned Number.
  • The Greeting Message and the Prompt.
  • Features & Settings: for example Call Transfer, Max Call Duration, Record Calls, Voicemail Detection and User Speak First.
  • AI Configuration: LLM, Temperature, Voice, Languages and Knowledge Base.
  • The agent’s actions, such as Schedule on Google, Transfer Call, Send an Email and Opt-Out Calls, and its Data Extraction, Post Call Webhook and Retry Configuration.

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Call minute limit

With Usage cap, you can limit how many call minutes an agent can use. This doesn’t change the customer’s subscription billing: it’s an extra limit on top. The Call minute limit window has four tabs:
  • Settings: turn on Limit this agent’s call minutes and choose How should the limit work?:
    • Resets every month: the minutes start again each month. Choose When does each month start?.
    • Fixed pool until expiry: a set number of minutes until a date. Choose When should this limit end?.
    Then set Maximum minutes allowed and click Save settings.
  • Add minutes: add more minutes without clearing the usage already counted. If calls were blocked, they work again after you save.
  • Reset usage: clear the usage back to zero and set a new allowance, for example when a new period starts.
  • History: every change, with the minutes added or removed and the Reason you wrote.
At the top you’ll see the Usage this period: minutes left, minutes on calls in progress, the limit type and its dates. When an agent is close to its limit, you’ll see Running low. When it uses all its minutes, you’ll see Calls blocked: calls are paused until you add more minutes or reset the limit.
Important: With Fixed pool until expiry, calls also stop when the end date passes. Set a new end date or switch to Resets every month.

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Call History

The Call History tab shows the calls of all your subaccounts, with the same filters as the agents’ Call History.
Subaccount Management on the Call History tab with the Export CSV button, the transcript search and the filters Phone Number, Call ID, Agent, Squad, Status, Direction and more

Screenshot: the Call History tab and its filters.

  • Search transcripts… finds calls by what was said.
  • Filter by Phone Number, Call ID, Agent, Squad, Status, Direction, Appointment, Call Transfer, Voicemail, Date Range, Call Duration, Origin, Campaign ID, Sentiment or Ticket ID.
  • Click Export CSV to download the calls you’re viewing.

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Troubleshooting

Issue: The list says No subaccount agents found.
Cause: Your customers haven’t created agents yet, or the search or filter hides them.
Fix: Clear the search, choose All and click Refresh. Issue: A customer says their agent stopped calling.
Cause: The agent may have reached its call minute limit (Calls blocked) or its end date.
Fix: Open the agent’s Usage cap and use Add minutes, Reset usage or set a new end date.