Partner Portal: Sub-Accounts

🧩 What Are Sub-Accounts?

Sub-accounts are how you organize phone lines inside the Reseller Partner Portal.

You can think of them as folders for your lines:

Group lines by client, location, department, or campaign
Separate billing and analytics by sub-account
Make it easy to see which lines belong to which customer or use case

Every active line either:

Lives inside a specific sub-account, or
Lives in the Available Pool (unassigned lines that are ready to be assigned)

🎯 When to Use Sub-Accounts

Sub-accounts are helpful when you:

Manage multiple clients or brands
Run multiple campaigns with different teams
Need per-client billing summaries
Want to compare performance across groups of lines

Common examples:

Client ABC – Sales Team
Client XYZ – Inbound Only
Internal – Testing

📂 How to View Sub-Accounts

Log into the Reseller Partner Portal.
Go to the Sub-accounts section (or the area listing all sub-accounts).
You’ll see:
- A list of all sub-accounts
- Line counts per sub-account
- An “Available” or “Available for Assignment” sub-account for unassigned lines

From here you can drill into:

Which lines belong where
How many lines are unassigned
Which sub-accounts are driving usage and cost

➕ How to Create a New Sub-Account

Use a new sub-account when you’re onboarding a new client, creating a new major campaign, or separating usage for billing/analytics.

Open the Sub-accounts section.
Click Create sub-account (or similar “New” / “Add” action).
Enter:
- Sub-account Name (recommended: Client – Use Case, e.g. Client ABC – Sales Campaign)
- Any required contact or internal reference details
Create Sub-Account.

Once created, you can start assigning lines into it.

🔁 Assigning & Moving Lines Between Sub-Accounts

You can assign lines when:

You’ve just requested new lines
You’re reorganizing existing clients or teams
You’re moving lines from the Available Pool into an active sub-account

Assign lines to a sub-account

Go to Sub-accounts or Lines (depending on where line actions live in your UI).
Find the line(s) you want to assign:
- Newly provisioned lines
- Lines currently in Available
Use the Add new line option.
Fill out all information
Confirm.

Once assigned:

The line now counts toward that sub-account’s billing and analytics
It will appear under that sub-account in invoices and reports

Move lines between sub-accounts

Locate the line in its current sub-account.
Choose Move / Change sub-account.
Select the new sub-account.
Confirm the change.

This is helpful when:

A client restructures their teams
You re-purpose a line for a different campaign
You need cleaner separation across accounts

📱 The “Available Pool” (Unassigned Lines)

The Available Pool is a system-generated sub-account for unassigned lines.

What it does:

Holds any lines that don’t yet belong to a specific sub-account
Appears as “Available” or “Available for Assignment” in sub-account lists
Shows up in billing summaries so you can see charges for unassigned lines

Typical flow:

You request new lines → they appear under Available
You then assign them to the correct sub-account(s) when ready

💸 How Sub-Accounts Affect Billing

Sub-accounts are deeply tied into billing:

Billing Summary
- Charges are grouped by sub-account so you can see who is driving which costs
- Unassigned lines appear under Available
Invoice Details
- Each invoice breaks out:
  - Sub-account name
  - Line quantity per sub-account
  - Total cost per sub-account
  - Any discounts, prorations, or credits applied

This makes it easier to:

Recharge clients
Explain invoices
Audit changes when lines move between sub-accounts

🧮 How Sub-Accounts Affect Analytics

Each sub-account can have its own analytics story:

Total messages sent/received
Response rate
New and responded conversations
Volume limit usage

This lets you:

Compare performance across clients or teams
Spot underperforming or over-pressured groups
Decide where to add/remove lines or adjust messaging strategy

🗃️ Merging Sub-Accounts (Request-Based)

Merging sub-accounts is a high-impact operation and is typically done by request/approval, not as a casual click.

What happens in a merge:

All lines move into a target sub-account
Analytics roll up into that target sub-account
Billing for future cycles is associated with the merged sub-account

Important considerations:

Merges cannot be undone – review carefully before requesting
There may be a short processing timeline based on line count and complexity

Typical reasons to merge:

Consolidating multiple sub-accounts for the same client
Cleaning up legacy structures after an internal re-org

If your portal doesn’t allow self-service merging, you’d request this via your Partner Success Manager.

🗑️ Deleting Sub-Accounts (Request-Based)

Deleting a sub-account is also a controlled action.

Key behaviors:

There is typically a retention period before permanent deletion.
Any lines must be:
- Moved to another sub-account, or
- Explicitly disconnected/cancelled based on your agreement and process

Typical reasons to delete:

Client offboarding
Campaign completed and lines fully shut down
Cleanup of unused/empty sub-accounts

Always confirm:

All billing implications are understood
No active lines or traffic should remain in that sub-account

✅ Best Practices for Sub-Accounts

Use clear, descriptive names:
- Client Name – Team or Client Name – Use Case
Keep billing and analytics aligned:
- Don’t mix multiple unrelated clients in one sub-account
Assign new lines out of the Available Pool promptly
Review sub-account usage regularly:
- Remove old/unused sub-accounts
- Merge only when it reduces confusion
Before requesting a merge or delete:
- Double-check line assignments and any contractual obligations