Agencies and client workspaces

An agency runs Wiredesk for its clients. Each client gets a workspace of its own, with its own agents, conversations, contacts and team, and the agency moves between them from one login. The agency pays for every client on one bill, and downloads what each one used to charge them its own price. The agency program is for approved partners. Apply on the partners page, and we switch it on for your workspace, usually within one business day. There is no partner tier to buy: it works on every plan. Until it is on, your workspace looks like any other, with no client options anywhere.

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Switch between workspaces

Select the workspace name at the top of the sidebar to see every workspace you belong to: your agency, then Clients, then any other workspace you’re in. With more than eight, type to find one. Pick one, and every page (agents, conversations, contacts, analytics, settings) shows that workspace until you pick another. A link to a conversation or agent in another of your workspaces still opens. Lists, exports and new agents always follow the workspace you picked. Inside a client, the top of the sidebar says Client of your agency, and your team sees Wiredesk as usual. Your branding is what the client’s own staff see.

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Create a client

Everyone on your agency’s team joins each client at the role they hold in the agency. When someone joins the agency, changes role, or is removed, the same happens in every client. To give a client’s own staff access, switch into the client and invite them from Settings → Team. They see their workspace and nothing else of yours. They don’t see Billing or our plans either: you bill them, at your own prices, and Billing tells them so if they look for it.

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Copy an agent

On Clients, under Copy an agent, pick an agent and the workspace to copy it into, then select Copy agent. You need the admin or owner role in both workspaces. The copy counts toward the plan’s agent limit like any other agent. Websites are crawled again for the copy, so the new agent starts from the site as it is today and keeps itself up to date. Pasted text and files are copied exactly, and files can still be downloaded and replaced. Q&A answers come with their questions and phrasings, so you can edit them in the copy. A source that was still indexing or had failed is not copied, and nor is knowledge synced from another product, which needs its connection: add those again in the copy. The copy starts its own version history. When the copy is into the same workspace, it is named “(copy)” and keeps the transfer number, email sender, saved API keys and helpdesk connections, so you can try a variation without touching the live agent.

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Put your brand on it

On Clients → Branding, set what your clients see instead of Wiredesk: The chat widget on a client’s site never shows the “Powered by Wiredesk” line, on any plan. Your agency’s own workspace keeps the Wiredesk look.

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Billing and rebilling

The agency pays for every client:

• Your plan, its included usage and your spend cap cover the agency and all its clients together. Every client’s usage counts toward one monthly total.
• On Free, the limit of 3 agents also covers the agency and all its clients together. You can add as many clients as you like, but a copy into a client counts toward the same 3.
• Usage is charged to the agency’s card. Clients never see a bill from Wiredesk.
• Billing shows the whole agency’s month.

On Clients, the owner sees each workspace’s chat replies, email replies, voice minutes and list price for the month, and can download them:

• Usage for YYYY-MM downloads one row per workspace.
• CSV on a client’s row downloads that client’s month line by line: time, agent, channel, quantity and list price.

Use Previous month to see and download an earlier month. Prices are at the published rates. Charge your clients whatever you like.