Organization

Sidebar: Account → Organization. The agency surface: several client workspaces under one login, one bill, and one pooled conversation allowance. The page is titled Organization, with your organization's name under the title.

Before you have one, the page shows Set up your organization: type the name in Organization name and click Create organization — you become its owner. If Agency isn't switched on for your account yet, the page says Agency isn't switched on yet (or …for this organization yet) with Back to workspaces; your client workspaces keep running exactly as they are.

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. Without a paid subscription (never paid, ended, unpaid, or paused) the Organization page shows the pool you actually have — the Free plan's 50 across all clients — and nothing past it is billed (see the Free plan below).

AI-assisted conversations are pooled the same way. The Agency plan includes 3,000 a month (UTC), shared by every client workspace you pay for. What counts is in Plans and billing. Past them, the AI agent pauses for new conversations in those workspaces until the 1st; automations, flows and the Inbox keep working there. Each client it stopped shows stopped by the shared AI-assisted allowance in the per-client breakdown. No email is sent for this one, and no banner shows it. While billing is paused the plan is Free, which has no shared AI-assisted number — but the Free plan's shared allowance of conversations still applies across your client workspaces (see below).

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. If the pause has an end date, the banner names it in UTC — for example "Oct 1, 2026 (UTC)" — because an organization has no timezone of its own; its client workspaces can each be in a different one.

A monthly ceiling for all your clients

This page has a Monthly ceiling box for the pooled allowance: the most conversations all your client workspaces together may start this month. Type a number and click Save ceiling. Past it, new conversations in every client workspace your organization pays for stop getting an automated reply until the month resets (UTC) or you change it; conversations already open carry on. Only the organization's owner can change it — admins and analysts see it and "Only the organization's owner can change this."

• It can sit above the pooled 12,000: past the pool each extra conversation is $0.05, up to your ceiling.
• Lowering it below what's used stops new conversations now; what's used isn't undone.
• The usage bar shows where replies stop, and each client that was stopped shows stopped by your ceiling with how many conversations got no automated reply.
• A client workspace can't set its own ceiling; its Billing tab says your agency sets it.
• The organization's owners and admins get one email at 80% of the ceiling (or of the pool, when the pool stops replies — with overage protection on, or always on Free) and one when it stops replies.
• On the Free plan, your shared allowance is a hard stop. On Free — including while billing is paused — your client workspaces share 50 conversations a month between them (not 50 each). Once they've used it, every client stops getting automated replies to new conversations until the month resets (UTC) or your organization is on a paid plan again (upgrade it, or resume billing if it's paused) — whatever a client's Overage protection setting says. Nothing past the allowance is billed. Your emails (the 80% warning, the stop and the daily digest) say so instead of mentioning Overage protection, and the banner names "your agency's Free plan allowance". If a payment failed, the stop still names the payment, so the card can be updated.

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.

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, titled Client report with your organization and the period under it, and Organization above it to come back. It is reachable from here rather than from the app sidebar, because a sidebar link would render for every merchant who has no organization. It says the same as this page when Agency isn't switched on yet — for everyone, or for your organization (Agency isn't switched on for this organization yet) — and No organization to report on (with Go to organization) before you have one.

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.