Customers

Platform → Customers lists every account on your service, including the customers of your resellers. Open one to see everything about it and to make the changes only staff can make.

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The list

The chips along the top filter by status and show how many accounts are in each: Each row shows the Company with its owner’s email and how many people it has (for a reseller, how many customers). It also shows who it is Under (FireFlo, or the reseller it belongs to), its Product, Status, wallet Balance, messages Sent in the last 30 days, and when it Joined. Search by company name or email. You can also narrow the list by the date the account joined, by product, or to one reseller’s customers. Sort by name, balance, messages sent or joining date.

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A customer’s page

The top of the page shows the company, its status, its owner’s email and the Suspend button. The tabs below hold everything else.

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Overview

Account shows the company, owner, time zone, who it is under, whether it is a reseller, its number of people and when it joined. Select Edit to change:

• Company, its name.
• Time zone, as a name such as Asia/Kolkata.
• Monthly price, a price for this customer alone. It survives a change of product.
• They resell to their own customers, which makes the account a reseller. You can’t turn this off while it still has customers of its own.

Subscription shows the product, the monthly price, when the trial ends and the date the account is paid until. From here you can:

• Change the product. What’s included changes straight away. The new product’s price applies from the next payment, unless the customer has a price of their own, which is kept. Changing product never starts another trial, and you can only choose an active product.
• Make the account complimentary. Tick Complimentary (never lapses). Untick it to put the account back on paid terms. Its status then follows its trial and paid dates again.
• Extend the trial. Enter 1 to 365 days and select Extend. The days are added to the trial’s current end, or to today if the trial has already ended.

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Team

Everyone who can sign in, with their roles, when they last signed in, and whether they are active or still have an invitation pending. The customer runs their own team. This tab is for reading.

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Customers (resellers only)

A reseller’s page has a Customers tab listing the accounts under it, in the same table as the main list. See Resellers.

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Modules

The channels, batteries and pluggable modules (such as the OMNI API) this account has, and why. Each row is badged: An override bends the product for this one account. It doesn’t change the product. To undo an override, select Follow the plan. The account goes back to whatever its product says. A withdrawn module can’t be switched on for one customer.

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Billing

This tab holds the customer’s money: their subscription payments and their message wallet. Record a payment is for money received outside the panel, by transfer or cheque. Enter the Amount, the Months it pays for (1 to 36), the date it was Received on, and a Reference such as a UTR or cheque number. Then select Record payment. The months are added from today, or from the date they’re already paid until if that is later. The account becomes Active, and its owner gets an email. The Wallet is the customer’s prepaid credit for messages. Enter an Amount and say Why, then select Update wallet. A positive amount adds credit. A minus sign takes credit away, and only this kind of correction may take a wallet below zero. Prices sets which per-message prices this customer pays. Leave it on Their product’s list, or choose another price list when this customer has negotiated prices of their own. Below these you’ll find the history of Payments (with who recorded each) and the Wallet history: every movement, its kind, the balance after it, and why.

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Usage

Messages sent over the last 30 days, per channel, with a chart of messages sent per day.

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Broadcasts

The customer’s broadcasts, newest first, with their channel, status, recipients, delivered and failed counts.

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Suspending an account

Select Suspend at the top of the customer’s page and confirm. Nobody at the customer can sign in, and anything still running stops. Their data, settings and history are kept. Select Reactivate to put everything back.