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Managing Companies

All Clients (the Client Sub-accounts page) is where you create and manage your client companies. Each company represents one of your clients and has its own workspace, users, and settings.

Adding a Client​

Standard method​

  1. Click Add Client in the agency sidebar, or New Client (Standard) on the client list.
  2. Fill in the Account section:
    • Company Name and Email — the email becomes the client owner's login.
    • Description — optional.
    • Default Users — how many users the client may have (0–3).
    • Transfer to their wallet — a new client starts with no AI credits of its own, so this is how it gets funded: dollars moved from your agency wallet into the client's wallet as soon as the account is created. It is prefilled with your agency's minimum opening transfer (by default $10), and you can't go below it. The field needs the Subscription & Payments permission; the minimum is set by the Knock Knock team — contact support to change it.
    • Auto-recharge their wallet — optional; see Wallet auto-recharge.
    • Email this client their invite now — see Client invitations.
    • With Stripe connected, a Package select lets you put the client on one of your priced packages (or Custom limits for this client (no charge)), and Start them on a free trial uses a trial seat instead of a paid one — see Charging Your Clients.
  3. Choose what the client can see under Client access (see Client access).
  4. Save.

Each new client uses one sub-account seat. If you have none left, the form links you to Buy Sub-Accounts.

From a LeadConnector sub-account​

If you have connected your LeadConnector (formerly shown as GoHighLevel) agency account, Add Client (GHL) / New Client (GHL) creates a client mapped to one of your LeadConnector sub-accounts. This form has the same Transfer to their wallet and Auto-recharge their wallet fields as the standard one. For an existing client, Connect in the client list's LeadConnector column connects it later, and Manage there shows and changes each client's connection. See LeadConnector for Agencies.

Client Invitations​

A new client activates their account from an invite link. The email is sent in your agency's name and branding, with the subject "Activate your account"; the link signs them in straight away — no password needed for that first visit — and starts their client setup. The email also walks them through getting set up (activate, follow the setup guide, add the chat widget to their website) and tells them how to sign in later: at your portal's sign-in page with their email, using Forgot password to choose their own password if they don't know it. It ends by telling them to contact your agency with questions.

  • Automatically invite new clients in Settings → Agency decides whether the invite goes out the moment you add a client. It is on by default; turn it off if you send your own onboarding email.
  • On the Add Client form, Email this client their invite now starts from that setting and can be changed per client — unticked, no email is sent.
  • The Invite Link column of the client list shows Copy Link (paste it into your own email) and Send Invite (email it now) until the client activates, then Accepted with the date.

Client Access​

Client access (Agency Controls) decides what each client sees in their own portal. Set it when you add the client, or change it any time on the client's detail page or Edit form.

The options come in two groups:

  • Settings — Widget, Knowledge Base, AI Agents, Agent Behavior (prompt editor), Integrations, Webhooks & APIs, Call Settings, Organization, Funnel.
  • Pages — Activities, Chats, Calls, Members, Reports, Leads, Agent K, Assistant Activity.

Use Select all / Deselect all per group. Everything ticked means Full access; anything unticked is hidden from the client's menus and pages and their direct links stop working, and the detail page shows the client as Restricted. Agent Behavior only applies while AI Agents is ticked.

note

Hidden items are hidden for everyone in that portal — including you when you use Login as Owner. The client's personal settings (their profile, downloads, assistant preferences) are never restricted. If nothing is ticked, the client sees only their dashboard and personal settings.

Setting up a hidden section for a client​

A hidden settings section shows a Set up button in the client access picker. It opens that section of the client's settings inside your portal ("Setting up … for …") so you can configure it on their behalf — changes save straight to their account. The session lasts eight hours; if it ends, click Reconnect. Integrations can't be set up this way (their sign-in flows need the client's own browser session), and this is only available in the web portal, not the desktop app. It needs the Impersonate Clients permission.

Viewing a Client​

View Company opens the client's detail page:

  • Company Information — name, email, phone, website, owner, industry, country, timezone, language, team members, whether the Widget is Installed (and when) or Not installed, AI credits, subscription status, and created date.
  • Client access — see above.
  • Widget Whitelabel Override — replaces the widget's "Powered by" text and link for this client. If your agency has uploaded a logo in agency settings, a toggle shows it before the "Powered by" text (turn it off to show text only).
  • Login as Owner, Pause Client / Resume Client, and Edit buttons at the top.

Editing a Client​

Edit (needs the Edit Clients permission) lets you change the company name, email, description, user count and client access, plus:

  • Contact & Location — phone number (where AI calls transfer when a caller asks for a human), industry, timezone, language, country. The client can also change these in their own settings; their AI call agents pick up the new details.
  • Website — changing it re-trains the client's AI on the new site, using the client's AI credits. If the client has no credits, the change is saved but the AI keeps answering from the old site until it is re-trained.
  • Transfer Payment — an optional top-up from your agency wallet into the client's wallet.
  • Auto-recharge their wallet — see below.

Wallet auto-recharge​

Auto-recharge their wallet keeps a client funded from your agency wallet without manual transfers. Tick it, then set When their wallet drops below and Add this much (in dollars, up to $10,000 each). Whenever the client's balance falls below that amount, the set amount moves from your agency wallet into theirs — at most once every 10 minutes. It needs the Subscription & Payments permission.

  • If your agency wallet can't cover a top-up, nothing moves and the agency owner gets one email ("Couldn't auto-recharge … — top up your wallet"); it keeps retrying and works again once you top up.
  • The client sees on their Add-ons page that your agency tops them up, and can't change or switch it off.
  • If the client already auto-recharges on their own card, the form says so — turning yours on replaces theirs.
  • Untick it on Edit to stop. Deleting the client also stops it.

If a save succeeds but something that follows from it doesn't (re-training, agent updates), a Saved, with follow-up needed notice says what to do.

Login as Owner​

Login as Owner (detail page) or Impersonate (client list menu) takes you into the client's dashboard as the owner. A banner lets you return to your agency. Anything you change while impersonating is real.

Pausing a Client​

Pause a client — typically over an unpaid invoice — with Pause Client on the detail page or in the client list menu. You're asked to confirm.

While paused:

  • The client's widget stops showing on their website, including for visitors who already have the page open.
  • Their AI stops answering inbound calls. Callers are sent to the client's human transfer number if one is set up; otherwise they hear that the number is temporarily unavailable.
  • Their AI stops replying to text and WhatsApp messages (incoming messages are still recorded).
  • In the client's portal, Activities, Chats, Calls, Members, Leads, Reports, the AI assistant, and Agent K are greyed out, and the dashboard says "Your account is paused". Billing and Settings stay open so they can see the situation and pay.

Pausing does not touch the subscription, credits, settings, or sub-account seat. Resume Client puts everything back exactly as it was. The client list shows a paused client with a paused status chip, and the detail page shows "This client is paused" with the date.

You can't pause your agency's own account. Pausing needs the Disable Clients permission.

Low Client Wallets​

When a client's wallet runs low, a bar across the top of the Agency Portal says so: for one client it names them — "<client>'s wallet is running low — $X left (about N days at current usage)", or "<client>'s wallet is empty — its services have paused until it's topped up." — with a Top up button that moves funds from your agency wallet. When several clients are low it rolls them into one bar ("N client wallets are running low. Services will pause for clients that reach $0.") with Review wallets, which opens the client list. It uses the same rule as the "running low" email: below the client's auto-recharge threshold (or $5), on a wallet that has been in use, with no auto-recharge that will top it up. The bar can't be dismissed — it clears once the wallet is topped up — and only people with the Subscription & Payments permission see it.

The Client List Menu​

Each client row's menu offers, depending on your permissions:

  • Impersonate and View Company
  • Transfer Credits — move credits from your agency wallet into this client's wallet
  • Add Add-on — add an add-on to the client's subscription
  • Pause Client / Resume Client
  • Cancel Subscription / Reactivate Subscription
  • Delete — agency owner only. Cancels the subscription and permanently deletes the company and all its data; you type DELETE to confirm.

When you delete a client that was still on a free trial (never paid), the unspent balance your agency funded goes back to your agency wallet, and the confirmation says how much was returned. A paying client's wallet balance is not returned.

Next Steps​

Learn how to build your agency team in Staff Management.