Managing Clients

Last updated 2 October 2026By CloudaxPartners

Add, configure, and manage your sub-partners and end clients from the Partner Dashboard. This page covers the full lifecycle of a child workspace: from adding and configuring it through to unlinking.

Creating a New Workspace

You can create a brand-new client or sub-partner workspace from the workspace selector at the top of the sidebar. Choose Create workspace, give it a name, and pick which of your partner accounts it is created under.

Creating sub-organisations requires the Create sub-organisations permission. Workspace admins have it by default, and admins can grant it to any member for the organisations they should manage; see Roles & Permissions. You can only create workspaces under organisations where you hold this permission.

Legacy Partners

Creation is immediate and does not require a Cloudax plan purchase. Legacy Partners can then configure the child's buy and sell rates and choose whether Cloudax or the partner handles its billing.

Current Reseller Partners

Select a Starter, Growth or Scale plan at monthly list pricing during creation. Cloudax opens Stripe Checkout and creates the workspace only after payment is confirmed. The main reseller organisation pays for the child and receives its current Partner-level discount on the eligible base plan.

Billing Responsibility

Legacy Partners

The selectable billing-responsibility options in this section belong to the Legacy Partner model.

Legacy Partners choose who is responsible for a child's billing:

Platform bills this workspace: the workspace sets up its own payment method and is invoiced directly. This is the default.
Partner handles billing: you bill the workspace. The platform stops asking it for billing details, marks it active, and rolls its usage up into your own invoice rather than invoicing it separately.

You can change billing responsibility later from a client's configuration dialog in the Sub-Partners & Clients tab.

Current Reseller Partners

Billing responsibility is fixed to the main reseller organisation. Each child has a separate Stripe subscription on that organisation's Stripe customer. Usage, numbers, credits, seats and add-ons are also charged to the main reseller at their standard prices; only the base plan receives the reseller discount.

Support Responsibility

Each client can decide where its Support button leads. Open a client from the Sub-Partners & Clients tab and set Support to one of:

Inherit from parent: use whatever the workspace above it is set to. This is the default, so your choice flows down to every workspace beneath you until one overrides it.
Platform handles support: the Support button opens the platform ticket desk.
We (partner) handle support: the Support button takes the client to your own support portal, or opens an email to your support address. Set these under Support details in your White Label settings.

Support cascades down the hierarchy

Because “Inherit” is the default, setting one sub-partner to handle its own support automatically applies to all of its clients too. A client always reaches the nearest partner that has a support portal or email configured, so an end client can land on the top partner's help desk even if the sub-partner in between hasn't set up its own. Your own top-level partner account always reaches the platform, so you can still contact us directly.

Usage rolls up to your invoice

When you handle billing for a client, all of that workspace's billable usage is aggregated onto the invoice of the partner account it rolls up to. The client sees a simple notice on its own billing page explaining that its provider manages payment, and is never blocked by Cloudax billing setup.

Adding an Existing Workspace

Legacy Partners

Linking an existing workspace and assigning a custom buy rate is part of the Legacy Partner workflow. Current Reseller Partners provision plan-backed child workspaces through Create workspace.

To add an existing child workspace to your partner hierarchy, follow these steps:

Open the Partner Dashboard

Navigate to Resources → Partners in the sidebar.

Select the Sub-Partners & Clients tab

Click the Sub-Partners & Clients tab to view your existing child workspaces.

Click Add Workspace

Press the Add Workspace button in the top-right corner of the tab.

Select a workspace

Choose a workspace from the dropdown. This list shows workspaces you are a member of that are not already linked as a child of another parent.

Choose the account type

Select whether the workspace should be a Sub-Partner or an End Client. This determines what the workspace can do within the hierarchy.

Set the rate

Set the rate for this child workspace. The minimum value must be at least your sell rate. See Pricing & Margins for more on how rates work.

Confirm

Review the details and confirm. The workspace will appear immediately in your Sub-Partners & Clients list.

Account Type Selection

When adding a child workspace, you choose one of two account types:

Sub-Partner: the workspace can resell the platform to its own clients. It gains a focused Partner Dashboard with Revenue, Organisations and White Label only. Programme tools such as deal registration and partner levels stay with the Primary Partner above them.
End Client: the workspace is the final user of the platform. It uses agents, phone numbers, and other features directly but cannot create sub-workspaces or access partner management tools.

Configuring Buy Rate

Legacy Partners

Custom buy and sell rates apply to Legacy Partners. Current Reseller Partners receive a fixed percentage discount on each child's Cloudax base plan instead.

The buy rate is the per-minute rate that the child workspace pays you. It must be at least equal to your sell rate to ensure you maintain a margin on every minute of usage.

You can update the buy rate at any time by opening the configuration dialog for that child workspace. Changes apply to future usage only.

Plan your margins

When setting buy rates, consider the full depth of your hierarchy. If you have Sub-Partners beneath you who will add their own End Clients, ensure your sell rate leaves enough room for each tier to maintain a healthy margin.

Validation Rules

The platform enforces several rules to keep the hierarchy clean and prevent invalid configurations:

No self-linking: you cannot add your own workspace as a child of itself.
No duplicate parents: a workspace that is already linked as a child of another parent cannot be added again. Each workspace can have at most one parent.
No circular references: the platform prevents configurations where workspace A is a child of B and B is a child of A (or any longer cycle).
End clients cannot resell: workspaces with the End Client account type cannot create Sub-Partners or other child workspaces.

Telephony Provider Access

You can control which telephony providers a workspace (and everyone beneath it) is allowed to use when importing phone numbers. This lets you standardise your clients on a specific carrier (for example, only Gamma or only Twilio) rather than exposing every provider Cloudax supports.

In a workspace's configuration, find Restrict telephony providers. Leave the switch off to inherit whatever the parent chain permits (the default: no restriction at this level). Turn it on to reveal a checklist and tick only the providers that workspace may use, such as Twilio, Vonage, Gamma, TelXL, Telnyx, Plivo, Wavix, or generic SIP.

Restrictions cascade down the hierarchy

A restriction applies to the workspace and every descendant beneath it. The effective list for any workspace is the intersection of all restrictions along its parent chain, so if you limit yourself to “Gamma”, none of your sub-partners or their end clients can offer anything else, and a sub-partner can only ever narrow the set further, never grant a provider you haven't allowed.

Enforced server-side

Provider access is checked on the server every time a number is imported, not just hidden in the UI. Blocking a provider here reliably prevents its use across the whole sub-tree, even via the API.

White-Label Branding per Client

Each child workspace can carry its own white-label branding. Open a client from the Sub-Partners & Clients tab and use the White Label section of its configuration to set that workspace's brand name, light and dark logos, sidebar icons, favicon, colours, custom domain, support/terms/privacy URLs, footer text, and contact details (the same controls available for your own account). To brand your own partner account, use the White Label tab on the Partner Dashboard. See White-Label Branding for the full list of options and how inheritance works.

Unlinking a Workspace

Legacy Partners

Unlinking immediately removes the parent-child relationship. The child becomes an independent End Client and keeps its existing workspace data.

Only workspace administrators or platform administrators can unlink a workspace.

Current Reseller Partners

If your reseller organisation pays for the child, unlinking schedules that subscription to cancel at the end of its current billing period. The child must add its own billing to remain active after reseller-paid cover ends.

Unlinking is a significant action

Legacy unlinking takes effect immediately; reseller-funded unlinking completes at the end of the paid period. Once complete, the workspace loses inherited branding and is removed from your partner analytics. Its own data (including agents, call logs and phone numbers) remains intact. The relationship cannot be restored automatically.

Viewing Client Details

Each organisation in your hierarchy appears in the chart on the Organisations tab. Hover over the icons beneath an organisation's name to see what each count means:

Members: the number of users in the organisation.
Agents: the number of AI agents configured within the organisation.
Conversations: the total number of conversations the organisation has handled across calls and messaging.
Managed by: for organisations further down the chain, the sub-partner responsible for them.

Click an organisation to open its settings, or right-click it to choose Settings or Unlink. Scroll to zoom and drag to pan the chart.

Seeing Your Whole Hierarchy

The Sub-Partners & Clients tab shows more than just your direct clients. Any workspaces sitting beneath one of your sub-partners are listed nested and connected underneath that sub-partner, so you can see your entire tree at a glance, for example a sub-partner and the end clients it manages below it.

Nested clients are read-only

You can view the members, agents, conversations, and rate of every organisation in your hierarchy. Organisations beneath a sub-partner are managed by that sub-partner, so they appear for visibility only; you configure and bill your own direct clients from the chart as usual.

Updating a Client's Name and Icon

Open a direct client's settings from the chart to change its name or to upload, replace, or remove its icon. The change applies immediately wherever the organisation is shown and is recorded in the audit log of both your organisation and the client's.

Managing a Client's Members

The same settings dialog lists the client's current members and pending invitations, along with how many of its seats are in use. From here you can:

Invite members: enter an email address, choose a role, and send an invitation. Invitations count towards the client's seats, so inviting is unavailable while every seat is in use until a member is removed or an invitation is cancelled.
Change roles: pick a new role for any member from the dropdown next to their name.
Remove members or cancel invitations: each removal asks you to confirm before anything changes.

Built-in safeguards

An organisation always keeps at least one member and at least one administrator, so the last member or last admin cannot be removed until someone else is in place. Support access accounts are managed by Cloudax and cannot be changed from the partner panel.

Everything is recorded

Name, icon, member, and role changes made from the partner panel are written to the audit log of the client organisation and of your own organisation, so both sides can see who changed what and when.

Exporting Your Hierarchy

Use the Export button at the top of the Organisations tab to download a JSON file of every organisation in your hierarchy with its settings, including account type, billing and support responsibility, telephony providers, plan and seats, member, agent and sub-organisation counts, and the member list for each direct client. Each export is recorded in your audit log.