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Add and manage customers

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Let customers sign up through your own link or add them yourself, then manage, verify, restore and email them.

Every customer you sign up appears on the Customers tab of your partner portal. This guide covers getting customers in, opening their account and call flow, verifying them, restoring deleted accounts and keeping in touch.

Before you start

Section titled “Before you start”
Section titled “Let customers sign up through your own link”

Customers who sign up through your signup link get a 30-day free trial account under your Customers tab.

  1. Go to Settings › Customer Portal.
  2. Find your partner ID. It’s the number at the end of the Default signup URL. The Default customer portal URL ends with the same ID after partnerId=, with an i in front for white-label partners.
  3. Add Google reCAPTCHA keys. They’re required: without them, customers can’t sign in or change their password, and My details shows a warning. Create a site key and secret in Google’s reCAPTCHA admin console (see reCAPTCHA keys for the Google steps). Under Advanced Site settings, paste them into Google Recaptcha site key and Google Recaptcha secret.
  4. To use the system-generated links:
    • Copy the Default signup URL into Signup URL.
    • Copy the Default customer portal URL into Login URL.
  5. Click Update.
  6. Share the signup URL with prospects, for example on your website. Existing customers sign in with the login URL.

Add a customer yourself

Section titled “Add a customer yourself”

Use this when you don’t want the customer to sign up through the signup link.

  1. Go to Customers and click Add. A new account appears in the panel on the right.
  2. Fill in all required fields, such as Email ID (login), First Name, Last Name and Phone.
  3. Click Create.

A new account created on the 30-day free trial gets a trial credit on its balance.

Open a customer’s portal or call flow

Section titled “Open a customer’s portal or call flow”
  1. Go to Customers and select the customer.
  2. Click one of these buttons in the right panel:
    • Manage opens the customer’s full portal, with all its tabs, so you can order services or check reports for them.
    • Call flow opens only the customer’s PBX (call flow builder). It’s shown only when the customer has a PBX.

Verify a customer account

Section titled “Verify a customer account”

Customer accounts must be verified. Verification keeps spam and fraudulent accounts off the platform. It’s separate from credit card verification.

  1. Go to Customers and select the customer.
  2. On the Details tab, under Verification, set Verification Status to Verified.
  3. Click Update. If the account’s Status is CANCELLED, TRIAL EXPIRED or UNQUALIFIED, you’re asked to confirm, and the status changes to ACTIVE.

Other values you may see in Verification Status are Not Verified, Phone verification required, Identity verification required, Manual identity verification submitted, Utility bill / business registration required, Utility bill / business registration submitted and Verification Rejected.

Only white-label partners can change Verification Status. Channel partners see it read-only; the provider verifies their customers.

What happens at the end of the free trial

Section titled “What happens at the end of the free trial”

30 days after an account is created on the trial:

Status Verification Status What happens
TRIAL Anything except Verified The system closes the account and sets its status to TRIAL EXPIRED. The customer and their administrators get an email.
TRIAL Verified The system changes the account to ACTIVE automatically.

A TRIAL EXPIRED account changes to ACTIVE automatically once it’s verified. Verify trial customers you want to keep before the 30 days are up, so their service isn’t interrupted. For what trial customers can and can’t do, see Your free trial (a customer article you can send them).

Restore a deleted customer

Section titled “Restore a deleted customer”
  1. Go to Customers and click Show deleted. The list now includes deleted accounts. The button is a toggle: click it again to hide them.
  2. Select the deleted customer.
  3. On the Details tab, click Restore Deleted.

Check customer notifications

Section titled “Check customer notifications”

The billing system creates notifications about your customers, for example overdue invoices, payment failures and service usage report emails.

  1. Click Notifications at the top right of the partner portal.
  2. Review new notifications and follow up with the customers concerned.

Check notifications regularly so you can deal with problems before customers are suspended.

Send an email to many customers

Section titled “Send an email to many customers”
  1. Go to Customers and click Mass email templates on the left.
  2. Create a template, or edit an existing one.
  3. Click Mass email on the left and select the template.
  4. Click Send Email to Recipients.

Check it works

Section titled “Check it works”
  • Open your signup URL in a private browser window. The signup form should load, and a test signup should appear on your Customers tab.
  • After verifying a customer, their Verification Status shows Verified when you reselect the account.

Next steps

Section titled “Next steps”