Custom plans: bespoke agreements with a customer

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).