Agency & Workspaces
If you manage voice agents on behalf of multiple clients — as an agency, consultancy, or service provider — Hanc.AI provides tools to organize your work with sub-accounts and workspaces.
Multi-client management is self-serve. Open the Agency section in the sidebar to add customers, give each a free trial, activate them with one toggle, and run everything under your own brand. No sales call or special plan required.
Who Is It For?
| Use Case | Example |
|---|---|
| Digital Marketing Agencies | Managing client campaigns with AI voice agents as a service offering |
| Business Consultancies | Deploying AI voice solutions across a client portfolio |
| Resellers | Offering Hanc.AI as part of your own service packages |
| Multi-Brand Enterprises | Enterprises with multiple brands or departments needing isolated environments |
Overview Dashboard
The Agency Overview gives you a single-screen view across your whole book of business — every customer's activity side by side:
| Metric | What you see |
|---|---|
| Calls | Number of calls handled, per customer |
| Minutes | Talk time consumed, per customer |
| SMS | Text messages sent, per customer |
Use it to spot your busiest clients, catch customers who've gone quiet, and reconcile activity at the end of the month.
Your customers never see pricing or spend. The agency view hides all cost and margin figures from customers — they only ever see their own usage and calls, so you're free to set whatever rates you charge them off-platform.
Sub-Accounts (Customers)
Sub-accounts let you create a separate, isolated environment for each of your clients. Each sub-account has its own agents, knowledge bases, phone numbers, call logs, and team members — completely invisible to other clients.
Key Features
| Feature | Description |
|---|---|
| Full Isolation | Each client's data is completely separate — clients cannot see each other |
| Centralized Management | Manage all clients from your single agency dashboard |
| Per-Client Usage Tracking | Track usage per client for accurate invoicing |
| Visibility Controls | Choose what each client can see and edit |
Managing Clients
- Go to Agency in the sidebar
- Click the Customers tab
- Click Add Customer
- Enter customer details (name, contact information)
- Configure visibility settings
Visibility Settings
Control what each client can access in their workspace:
| Setting | Description |
|---|---|
| Dashboard | Client can see their own analytics dashboard |
| Prompt Editing | Client can view and edit agent prompts |
| Configuration | Client can access agent configuration settings |
| Deployment | Client can manage widget deployment and phone numbers |
| Actions | Client can configure post-call actions |
Activation
Every client you add starts with a free trial out of the box — a built-in starter allowance so they can try the platform before you formally turn them on. While in trial, the customer sees a banner in their own dashboard showing how much of their trial allowance remains. The actual commercial arrangement between you and your client (what you charge, when, how) is yours to set up off-platform; the toggle below just controls whether the client can use the platform.
Customer states:
| State | What it means |
|---|---|
| Trial | The starter allowance hasn't run out yet — the client can use the platform with no extra setup from you. |
| Activated | You flipped the Active switch on — the client uses the platform with no trial restriction. |
| Blocked | The starter allowance ran out and the client hasn't been activated yet. New calls are refused and any in-progress call ends. The client can still log in and view history; they just can't run new calls until you activate them. |
Activating a client:
- Go to Agency → Customers
- Find the client in the list
- Toggle the Active switch in the row
The client can immediately make calls without trial restrictions.
Deactivating:
Flip the toggle back off. Any unused trial allowance stays as-is — once consumed, it isn't restored.
At-a-glance status:
- Activated clients — the Active switch in the row is on; no badge
- Trial clients — the switch is off; hover the toggle to see the trial allowance remaining
- Blocked clients — the switch is off and a Blocked badge appears in the row, signalling the trial is used up and the client is waiting for you to activate them
Copying an agent between clients
Build an agent once, then hand the same thing to every client who needs it. Copy agent takes an agent from one of your clients and recreates it under another, in the workspace you choose.
The dialog asks four things in order: the source client, the agent to copy, the target client, and the target workspace (a client's Home workspace is offered as the default).
What comes across:
| Prompt, voice, settings, workflow | Copied as they are |
| Knowledge base | Copied with the agent |
| Tools needing an integration the target client hasn't connected | Skipped — the copy proceeds without them |
| Phone number | Not copied. Numbers belong to an account; assign one on the target side |
That third row is the one worth remembering. If your source agent books through the client's own calendar and the target client hasn't connected theirs, the copy arrives without that tool rather than arriving broken. Connect the integration on the target side and add the tool back.
This is how an agency scales a working pattern: perfect one receptionist agent on a pilot client, then copy it to the next ten and adjust the prompt for each business.
Per-Customer Usage Export
You can download a CSV with every client's usage for any date range — handy for invoicing or end-of-month reconciliation.
- Go to Agency → Customers
- Click Export usage CSV at the top right
- Pick a date range (defaults to the last 30 days)
- The CSV downloads with one row per customer
Each row includes phone call seconds, web call seconds, call counts, SMS sent, call forwarding count, and the client's activation status — quantities only, no pricing, so you stay free to set your own client rates.
Workspaces
Workspaces help you organize your work across multiple projects or clients.
Switching Between Workspaces
- Use the workspace switcher in the top navigation
- Switch is instant — no need to log out and back in
- Each workspace retains its own state and settings
Managing Workspaces
| Action | How |
|---|---|
| Create workspace | Settings → Workspaces → Create |
| Invite team member | Workspace settings → Invite Member (by email) |
| Remove team member | Workspace settings → Member list → Remove |
| Switch workspace | Top navigation → Workspace switcher |
Overview Dashboard
The agency dashboard provides a high-level view across all workspaces:
| Metric | Description |
|---|---|
| Active Agents | Total agents across all workspaces |
| Call Volume | Aggregate and per-workspace call minutes |
| Credit Usage | How credits are consumed across clients |
White-Label
Run the entire platform under your own brand so customers never see Hanc.AI. White-label is self-serve — you set it up yourself, on any plan.
You can customize:
- Custom domain — host the app on your own domain
- Logo, favicon, and colours — match your visual identity
- Browser title and social preview — control how your brand appears in browser tabs and shared links
- Invite-code lock — put the site behind an invite code so only people you invite can register
Your customers then sign up, reset their password, and verify their email on your own domain — the whole experience carries your brand, not ours. Combined with the Overview dashboard and per-customer activation above, this lets you resell Hanc.AI end to end as your own product.
Whose telephony
Two arrangements, and the choice changes what your customers see. It is set per agency — ask us to switch it.
| Mode | Numbers come from | Your customers |
|---|---|---|
| Hanc telephony (default) | Us, on our Twilio, billed to you at carrier cost | Buy and connect numbers themselves, as any other account does |
| Your own trunk | Your carrier | Get no numbers from us at all |
On your own trunk
Your customers cannot buy a number, import one from Twilio, connect a SIP trunk, or add a number to an existing one. Their Phone numbers page says so and offers no button: numbers for this account come from your agency — ask your manager. This is enforced on our side, not just hidden in the interface.
You are the only source, and the flow is:
- Connect your carrier in your own account — the ordinary SIP trunk connection.
- Import your numbers onto it, the ordinary way.
- Give a number to a customer from Agency → Phone numbers: one row per number, who holds it, and a button to hand it over.
A number you hand over arrives in that customer's Home, unattached to any agent — the previous bindings pointed at your agents, which they cannot see. They attach it to their own agent, and move it into one of their workspaces if they want.
Taking it back returns it to your pool, again unattached. Calls stop reaching their agent the moment you do.
Throughout, the number keeps your carrier and your trunk. Only the account using it changes, so calls keep arriving over your own telephony and are billed by your carrier, not by us.
Web transfers
A phone call transferred to a human stays on the caller's carrier. A web widget conversation has no such leg — we dial the human ourselves, and your carrier expects the calling number to belong to its trunk. So on your own trunk there is one number to give us: the one we call from when a widget conversation is handed to a person. Without it, widget transfers are refused rather than silently falling back to our telephony and billing you for something you did not order.
Referral Promo Codes
Share a referral promo code to bring new customers on board. Hand a code to a prospect and it's applied when they join — a simple way to run referral or partner promotions without any manual account setup on your side.
Best Practices
Workspace Organization
- One workspace per client — keeps data isolated and usage tracking clean
- Descriptive naming — use the format
[Client Name] — [Project]for easy identification - Consistent structure — use the same agent and knowledge base naming conventions across workspaces
Team & Permissions
- Set up team members with appropriate roles in each workspace
- Give clients limited access to their own workspace if they need visibility
- Keep Owner and Admin roles for your agency staff
Credit Management
- Monitor usage per workspace regularly from the Agency dashboard
- Set internal budgets per client to avoid credit overruns
- Use rollover credits strategically — front-load setup work when usage is lower
Troubleshooting
Can't see Agency menu
Check:
- You have Owner or Admin role in the workspace
- The page has finished loading (try a refresh)
Solution:
- Ask the workspace Owner to grant you Owner or Admin if you need elevated permissions
- Agency is self-serve on any plan — no upgrade or sales call is required to enable it
Client workspace not appearing
Check:
- Customer was created successfully
- Page has been refreshed
Solution:
- Go to Agency → Customers and verify the customer entry
- Try refreshing the page or logging out and back in
Related Topics
- Billing & Subscriptions — Plans, payments, and credit-based billing
- Team Management — Roles, permissions, and workspace collaboration
- Voice Agents — Creating and managing voice agents