Agency Clients: Handoff, Removal and Data

Where a client's bot lives

Every client bot you add lives inside your agency account and runs on your agency plan. You set it up, you change it, and it is billed to you. Your client doesn't need a BotDesk account, and they never get a BotDesk bill.

Moving a bot to the client's own account

On the client's card in your agency dashboard, click Transfer to client and enter your client's email. We email them a link that works once, for 7 days. They sign in or create a BotDesk account with that email address (the Free plan is fine) and accept. Until they accept, you can cancel it from the same card.

Everything moves with the bot: what it knows, its settings and look, its leads and its chats.
The install code on their site keeps working. It is the same bot with the same code, so nothing on their website changes.
It leaves your account: its place on your plan is free again, and you can no longer open it, change it or see its leads. Their client view and any report link you shared stop working, because they now have their own dashboard.
It runs on your client's plan. If their plan doesn't include something the bot used (booking on Pro, for example), the bot keeps working without it, and we show the client exactly what changed before they accept. Your brand comes off; the chat shows standard BotDesk branding for their plan (Free shows a small "Powered by BotDesk" line).
Your connections come off: a lead webhook or text-message alerts you set up are switched off, and lead emails go to your client.
If their account already has a bot, they're asked to confirm first. Their old bot stops answering, and its leads and chats are kept.

What you and your client can see

You see everything for every client: their full dashboard, leads, chats, settings and what the bot knows. Only you see billing.

Your client sees nothing unless you turn on their client view. It is off until you switch it on in that client's settings in your agency dashboard. You add up to 3 email addresses per client and send each an invite link (it works for 14 days). They can also sign in at the normal login page with an address you added.

In the client view they can see:

Their business name, website and bot name.
This month's and last month's number of chats and leads, and the 5 questions asked most.
Their latest 100 leads: name, contact details, preferred time, what they asked about, and when.
Their latest 30 chats, with up to the last 40 messages of each.

They can't change any settings, see the install code, see billing, or see your other clients. If you turn the client view off or remove an address, that person loses access within about a minute.

If you set up your brand name and logo (White-label branding in your agency dashboard), the client view shows them. Without them it shows your business name and a small "Runs on BotDesk" line. The sign-in page itself still says BotDesk, and it lives at botdesk.studio. Lead and booking emails go out under your brand name with your email as the reply-to address, sent from a botdesk.studio address.

When you remove a client

Their bot stops answering right away. Visitors who open the chat are told: "This chat is temporarily unavailable. Please contact the business directly."
The client leaves your client list, which frees a place on your plan.
Their client view stops working.
You can't undo it. Adding them again makes a new bot with a new install code.
Nobody is emailed about it, you or the client.
Their leads, chats and settings are not deleted at that moment, but neither you nor the client can open them in BotDesk any more. So download anything you want to keep before you remove a client. To have a removed client's data deleted, email hello@botdesk.studio.

When you cancel or a payment fails

You cancel: your plan runs to the end of the period you've paid for. When it ends, your clients' bots keep working for 14 more days. Your agency dashboard shows the date they stop, and we email you the day it starts, on day 7 and on day 12. After 14 days they stop answering, with the same "temporarily unavailable" message. Nothing is deleted at that point.
During those 14 days you can resubscribe, and everything carries on as it was, or transfer any client's bot to their own account (see above). You can also have us email the people you gave client view on day 7, from your brand, to say when their chat stops; this is off unless you turn it on under Plan & billing.
90 days after your plan ends (counted from the end of your paid period, not from the end of the 14 days), the leads and chats for your account and every client still on it are deleted. A bot you transferred to a client keeps its leads and chats. Bot settings and what each bot knows are kept with your account record.
A payment fails: the same 14 days start the first time Stripe marks your plan as past due. Update your card and everything carries on. If the payment finally fails and the plan is cancelled, the 14 days don't restart.
The free no-card pilot has no 14 days: its client bots stop when the pilot ends.
You move to a smaller agency plan: no client is removed for you. You just can't add another until you're under the new plan's limit. Moving to a plan that isn't an agency plan pauses every client view.

Keeping a copy of leads and chats

Do this while the client is still on your list and your plan is still running:

Leads: in your agency dashboard, open the client's settings and click Export CSV. You get name, contact, preferred time, detail, source and date for each lead.
Leads and chats: click the client's Dashboard button. The Leads and Conversations pages there each have a download button that makes a file you can open in Excel or Google Sheets.

The client view has no download button, so your client can't keep a copy on their own. Send them the file.

More about the agency plans: BotDesk for agencies. Questions: hello@botdesk.studio.