Organization

Sidebar: Account → Organization. The agency surface: several client workspaces under one login, one bill, and one pooled conversation allowance.

This row only appears if your account belongs to an organization that has been enabled for it. Organization membership is not a workspace role. If you don't see it, your account isn't in one.

Plan & usage

At the top: your organization's plan, and how the pooled conversation allowance is being used across every client workspace — with a per-client breakdown. The Agency plan includes 12,000 conversations pooled and 10 client workspaces; each workspace beyond 10 is billed at $29/mo (that's the "extra" count in the header), and an organization holds at most 25. Past the pooled allowance, extra conversations are metered at $0.05 each and charged on the next invoice — never per conversation at send time.

Pause billing / Resume billing live here too (owner only). While paused you aren't charged, and every client workspace stays attached and keeps running on the free pooled allowance — nothing is detached, disconnected or deleted.

Client workspaces

The list of workspaces in the organization. The header shows N included · M extra.

Add a workspace

1. Click Add a workspace.
2. Pick one you already own.
3. Choose how it is billed:
   • Add — I pay — the workspace goes on your pooled allowance.
   • Add — client pays — the workspace stays on its own subscription.

Bringing a workspace in gives your organization's members access to it.

Change who pays

On any workspace row, switch between You pay and Client pays:

• Move this workspace onto the client's own subscription — they pay.
• Put this workspace on your pooled allowance — you pay.

Hand a workspace back

The row control is Hand back: the confirm dialog states exactly what the client keeps, and Hand it back completes it. The workspace keeps existing — it just stops being pooled and stops being visible to org members. An org-billed client lands on Free — 50 conversations a month; past that the agent goes quiet while the inbox keeps working, until they subscribe to their own plan.

Workspaces with no connected channel are shown as No channel connected, so you can see at a glance which clients are not yet live.

People

Organization members and their org-level roles: Owner, Admin, Analyst.

Add someone promotes a person who already belongs to one of your client workspaces — offered as Add as admin / Add as analyst. To bring in a stranger, invite them to a client workspace first (Settings → Team & roles), then promote them here.

Who does what on this page: Pause/Resume billing is Owner-only; adding and handing back workspaces, switching who pays, deploying recipes and managing people need Owner or Admin; an Analyst reads the numbers — the page is read-only for them.

Org roles are separate from workspace roles. An org role governs access across the organization's workspaces; a workspace role governs what you may do inside one. See roles-and-permissions.md.

Deploy a recipe

Push one flow to many clients at once.

1. Under Deploy a recipe, pick a Recipe (one of your flows).
2. Pick the Clients to send it to.
3. Click deploy.

It arrives as a draft in every target workspace. Nothing goes live on a client's account without someone in that workspace setting it live.

Client report

Client report → in the Client workspaces header opens /org/reports — a cross-client view of how each workspace is doing. It is reachable from here rather than from the app sidebar, because a sidebar link would render for every merchant who has no organization.

Common questions

Is an organization the same as a workspace? No. A workspace is one brand's HyperDM — its contacts, automations and connected Instagram. An organization is a container that holds several workspaces, pools their conversations, and gives one set of people access to all of them.

Do my org members automatically get into every client workspace? Members of the organization get access to the workspaces brought into it. Add a workspace deliberately.

What happens to a client's data if I hand them back? Nothing is deleted. The workspace continues, off your pooled allowance — on Free (50 conversations/month) until the client subscribes to their own plan.

Can I deploy a recipe live? No, and deliberately. It always lands as a draft.