Besides your seat quota with the Platform (Manual 39) you have your own catalog of plans to resell to your customers, in **Plans** — how to create, version and archive it is explained in Manual 40, section 1. Every plan you create there has a **"Hide detail from the customer (custom plan)"** checkbox: turn it on once you've closed a bespoke agreement with **a specific customer** — price and terms negotiated separately, outside your standard catalog — and you don't want that customer to see their own plan's price or detailed limits. With the checkbox on: - **You, as the partner, always keep seeing the full plan** — price, limits and allowances — in your own Plans table: the checkbox doesn't hide anything from you, it only changes what the customer you assign it to sees. - **The customer sees "Custom plan"**, with no price or detailed limits, on their own Settings → Billing screen (Manual 34), with the notice "Your plan is custom — it has conditions agreed directly with your operator. If you want to change it, get in touch with your support team": **they can't change plans on their own**, unlike a customer on a normal plan, who can choose another plan whenever they want. - A custom plan also **never shows up** in the list of plans a customer could choose for themselves — it's designed exclusively for direct assignment, not for self-service. ## Procedure: assigning a plan to a customer Creating a plan doesn't activate it on anyone's account by itself: the circle closes with **"Assign"**, a button per row in your **Plans** catalog (Manual 40, section 1) that links that plan to one of your customers instantly. The plan doesn't need to be custom to use it — it works the same way for any plan in your catalog — but it's the **only** route for a specific customer to end up on a custom plan, since those plans never show up for the customer to choose on their own (previous section). **Requirements:** the partner's billing-management permission — today, the Owner role. 1. On the plan's row, tap **"Assign"**. 2. Choose the **Customer** from your portfolio in the dropdown and tap **Continue**. 3. Review the summary — *"You're going to assign the plan '[name]' to '[customer]'; their subscription changes now"* — and, if the plan hides detail, the added notice *"This plan hides detail: your customer will see it as 'Custom plan', with no price or limits"* — and tap **Confirm assignment**. **Result:** the chosen customer is subscribed to that plan instantly — the subscription changes on the spot, without going through Stripe or any checkout. If you open "Assign" again on a plan that customer already has, the screen lets you review it without having to confirm again. ## Procedure: adjusting a specific customer's capabilities Besides assigning a whole plan, you can adjust **by hand** the capabilities (agents, flows, channels by type, API keys…) of ONE specific customer — for example, to give them 2 extra agents without creating a new plan just for them. It's the same plan "copy" that customer sees on their own Billing screen (Manual 34): you edit it within your own pool with the Platform (see "Your capabilities pool", Manual 40). 1. In **Customers**, tap **"Capabilities"** on the customer's row. 2. Tap **"Edit the plan copy"**. 3. Change the value of the capability you need — the editor shows you how much of your own pool is left for that key, and won't let you set more than what you have available. 4. Write the **reason** for the change — required, it stays as a reference if you come back to this screen later. 5. If that customer's billing is **manual** (section 6), you can also adjust their **custom price** on the same screen; if it's automatic through Stripe, the price isn't edited here — the price of an automatic charge always comes from the assigned plan, never from a loose value. 6. Tap **Save**. > **Note — Lowering a value is always allowed** > > Even if your pool for that key is fully assigned, you can ALWAYS lower a specific customer's value > (a decrease never needs free pool) — the system only asks for available pool when you raise a value > above what that customer already had. **Result:** the customer sees the new value instantly on their own screen, with the origin "Edited by hand" — never with visible STAFF audit (that part is internal to the Platform). If you need MORE pool than you have to be able to raise a value, use "Request an increase" on your own pool panel (Manual 40).