Skip to main content

​
Details

The Sub-Account Management & Monitoring tools provide both internal admins and client admins with centralized visibility over account usage, credit balances, and client engagement quality. With built-in reporting and monitoring features, you can track how sub-accounts are performing, identify risks, and manage account health across your entire client base. The Account Manager section of the platform contains two tabs: Subaccounts and Users. The Subaccounts tab is where you manage client accounts, monitor credit balances, and track your earnings. The Users tab is where you manage team members and their access across your agency environment.

​
Subaccounts Tab

Sub-account management in thinkrr revolves around the relationship between your Primary Sub-account (agency operational account) and your Secondary Sub-accounts (individual client accounts). As an agency, you use Account Manager to monitor client credit balances, track account activity, and manage profitability across your sub-accounts.

​
Primary Sub-account (Agency Account)

The Primary Sub-account represents your agency’s operational base:
  • Account Manager shows:
    • Credits sold to sub-accounts and how many accounts they were sold to.
    • Your earnings for the month.
    • Your current margin, which applies to new sales and is changed in Profile Settings > Billing.
  • The Sub-Accounts table lists each account’s name, email, status, date added, credits, active integrations, and whether Don’t Apply Markup is checked.
  • The date your subscription credits reset is shown in Profile Settings > Billing.
  • Serves as the financial and operational overview for your agency.
  • Adding or Managing Sub-Accounts: From the thinkrr Agency Home page, navigate to Account Manager to:
    • Add new sub-accounts.
    • Update login emails for existing sub-accounts.
    • View usage, balances, and client activity.
    • Remove existing sub-accounts:
      • Click the three dots beside the client account and select Remove Sub-Account.
      • Primary accounts cannot be removed.
      • Removing a sub-account frees a slot under your plan limit, allowing you to add another client if available.
  • Transferring Credits Between Sub-Accounts: Agencies can move credits between client accounts directly from Account Manager.
    • Click the three dots beside a sub-account.
    • Select Move credits to open the transfer panel.
    • In the panel:
      • Select the sub-account the credits will be taken from (From).
      • Enter the number of credits to move (Credits to move).
      • Select the sub-account the credits will be deposited into (To).
      • Click Confirm transfer.
    • Only purchased credits can be moved. Subscription credits stay on the source account and are not transferable. If an account has no transferable credits, the panel says so.
    • Always review the amount before confirming.
💡 Agency Tip: If your plan has a sub-account cap (like Agency Lite), removing a sub-account restores one available slot that can be reassigned to a new client.

​
Suspending a Sub-Account

Agency Owners and Agency Admins can suspend a sub-account at any time without deleting it. Suspending a sub-account pauses all activity immediately while keeping all data intact. When a sub-account is suspended:
  • All calls and edits are paused immediately.
  • Active outbound campaigns are paused.
  • Inbound agents are marked inactive.
  • GHL triggers and workflow actions associated with the sub-account stop working.
  • The sub-account user can still sign in and view their historical data, but cannot make any changes.
  • A banner is displayed to the sub-account user explaining that their account is paused, along with any note provided by the agency.
To suspend a sub-account:
  • Inside the Account Manager and locate the sub-account.
  • Click the three-dot menu beside it and select Suspend sub-account.
  • Optionally, add a note to be shown to the client (e.g. “Invoice 30+ days overdue”) — up to 150 characters.
  • Click Suspend sub-account to confirm.
To restore access, open the same three-dot menu and select Restore access.

​
Removing a Sub-Account

When removing a sub-account, thinkrr walks you through a two-step process to handle any remaining credits and Knowledge Pack credits before the account is deleted. What happens when a sub-account is removed:
  • All credits from the sub-account are transferred to an account of your choice.
  • All associated automations stop working.
  • Knowledge Packs previously transferred to the sub-account can be transferred back.
  • All phone numbers associated with the sub-account are deleted.
Removal flow:
1

Credits

  • thinkrr displays the credit balance remaining in the sub-account.
  • Select which account the credits should be transferred to using the dropdown.
  • Click Next to proceed.
2

Knowledge Packs

  • thinkrr displays any transferable KP credits from the sub-account.
  • If credits exist, they will be transferred automatically after deletion.
  • Click Transfer and remove to complete the removal.

​
Monthly Sub-Account Auto Allocation

In addition to manually transferring credits, agencies can configure Monthly Sub-Account Auto Allocation to automatically purchase and assign credits to a selected client account on a recurring 30-day basis. This allows you to:
  • Allocate a fixed number of credits per month to a specific sub-account. The minimum monthly allocation is $10 (1,000 credits).
  • Charge the allocation to the card shown in the Payment Method section of the allocation panel.
  • Ensure clients receive consistent monthly credit coverage without manual transfers.
Auto Allocation purchases additional credits specifically for the selected sub-account. It does not redistribute the subscription credits included with your primary agency plan. To configure this:
  • Go to Account Manager
  • Open the three-dot menu beside the desired sub-account
  • Select Manage > Manage Auto Allocation
For a full step-by-step setup guide and important billing considerations, see: Auto-Recharge & Auto Allocation

​
Secondary Sub-accounts (Client Accounts)

Secondary Sub-accounts represent your individual client accounts:
  • Operate independently with their own:
    • Call scenarios (campaigns and projects)
    • Usage reporting (call volumes, statuses, credit balances)
  • Clients consume credits (and generate costs) based on actual call usage.
  • Agencies manage:
    • Credit balances (remaining credits for each sub-account)
    • Profit margin by setting a percentage margin on the credits sub-accounts purchase
  • Tracking credit balances and consumption helps agencies see which clients are running low and keep them supplied with credits.
Note: Sub-accounts can only be removed from within the Primary (Agency) account. To request or confirm removal, access Account Manager in your agency dashboard and use the three-dot menu beside the sub-account name.
💡 Agency Tip: Use the Credits column and the Credits sold to sub-accounts and Your earnings cards in Account Manager to see how much each client is buying and what you earn. Profit tracking is automated based on the margin you set.

​
Users Tab

The Users tab inside Account Manager is where you manage team members across your agency environment. You can invite teammates, assign roles, control which sub-accounts they can access, update permissions at any time, and track pending invitations. There is no limit on the number of users you can invite, and there is no limit per role.

​
Roles & Permissions

Each user is assigned one of five roles. The role determines their scope of access across the agency and its sub-accounts.
The Agency Owner role is assigned to the email address associated with the account itself. It cannot be assigned through an invitation — there is always exactly one owner per agency.

​
Inviting a User

To invite a team member:
1

Open the Users tab

Navigate to Account Manager and click the Users tab. Click + Invite User in the top right.
2

Enter their email address

Type the email address of the person you want to invite. The email must be unique — if it already exists in the system, an error will be shown.
3

Select a role

Choose one of the four assignable roles: Agency Admin, Agency Member, Subaccount Admin, or Subaccount Member.
4

Set sub-account access

  • For Agency Admin and Agency Member: access applies across the full agency environment.
  • For Subaccount Admin and Subaccount Member: select either All sub-accounts or Specific sub-accounts from the list.
5

Send the invite

Click Send invite. The invited user will receive a secure link valid for 7 days. On clicking the link, they set their password and log in.
Pending invitations are visible under the Pending tab. From there you can resend or revoke any outstanding invite.

​
Managing Existing Users

From the Users table you can:
  • Update a user’s role at any time using the three-dot menu beside their name.
  • Remove a user from the account entirely.

​
Profits & Stripe Payouts

When clients purchase credits, the difference between the base price and the price they pay is tracked as agency profit. Once your total earnings reach a certain value, payouts are processed through Stripe Connect — which must be configured from Profile Settings > Billing, in the Margin section under Stripe payouts. Make sure you’ve connected your Stripe account to receive automated payouts. To learn more, see Profits & Payouts.

​
FAQs & Troubleshooting

​
General Questions

The Primary Sub-account belongs to the agency and acts as the operational hub, tracking global usage and profitability.
Secondary Sub-accounts represent individual client accounts, operating independently with their own campaigns and reporting.
Go to Account Manager.
From there, you can add new sub-accounts, update existing account email addresses, monitor usage and balance details, and remove existing ones.
Yes. Agencies can move purchased credits between sub-accounts using Move credits in Account Manager, or set up recurring monthly allocations via Manage Auto Allocation.
Only purchased credits can be moved. Subscription credits stay on the source account and are not transferable.

​
Configuration

The Your earnings card in Account Manager shows your profit for the month, and Your current margin shows the rate you have set.
You can change your margin in Profile Settings > Billing.
Yes. The Usage tab in Profile Settings has a date range selector for credit consumption. Use Switch Accounts to view a sub-account’s usage.

​
Usage and Results

Agencies should monitor:
  • Credits (remaining credits for each sub-account).
  • Credits sold to sub-accounts (total credits purchased by your clients).
  • Your earnings (profit for the month).
    Using these metrics, agencies can see how much each client is buying, keep them supplied with credits, and maintain healthy profit margins.
For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.