Monitoring Your Agency's Communication Costs

Understanding Agency Communication Spending

As an agency administrator, you can track and analyze all communication-related expenses for your agency and its sub-accounts from a central dashboard. This includes costs for phone calls, SMS, voicemail drops, emails, and WhatsApp messages.

Viewing Your Credit Balance

Your agency maintains a prepaid credit balance, often called a wallet, to pay for communication usage. To check this balance:

1. Ensure you are in your Agency View using the account switcher.
2. Navigate to Agency Settings.
3. Click on the Billing tab, then select Wallet & Transactions.

The displayed balance is the amount currently available. Costs for all communication activities across your sub-accounts are deducted from this balance in real-time.

Reviewing Spending History

For a detailed analysis of your spending, go to the Detailed Transactions section from the Billing area. This page provides:

• A unified log of all communication transactions across every sub-account.
• A summary of your total spend over the last three months, broken down by category (e.g., SMS, Email).
• The ability to expand each category to see a monthly spending breakdown.

Note: The summary data is updated once per day. Recent transactions may take up to 24 hours to be reflected in the summary reports.

Examining Individual Transactions

To investigate a specific charge, locate the transaction in the detailed log table. You can click on the transaction ID to view a drill-down page with comprehensive details about that individual message or call.

Managing Automatic Card Charges

To maintain your credit balance, you can set up auto-recharge rules in Agency Settings > Billing. You define a low-balance threshold and a recharge amount. When your credit balance falls below the threshold, your agency's card is automatically charged the recharge amount.

Example: If your threshold is $10 and your recharge amount is $10, a charge will trigger when your balance dips below $10, adding $10 to bring your new balance to $20.

Important:

• If a card charge fails, all agency admins will be notified.
• If your credit balance falls below $0, all communication services (SMS, calls, emails) for your clients will be paused.
• Payment processing delays can sometimes result in a double recharge charge if the balance goes negative before the first charge processes.

Downloading Transaction Data

You can export a complete record of all communication charges by clicking the export button in the top-right corner of the transaction page. This downloads the data as a CSV file.

Note: For storage reasons, the export is limited to the most recent 1,000,000 transactions. This report is intended for agency use only, as it displays your agency's wholesale pricing.

Rebilling Costs to Clients

If your agency is on a Pro plan or higher, you can pass communication costs—with an optional markup for profit—directly to your client sub-accounts. This is managed through the platform's SaaS Mode. The system handles invoicing: your agency receives an invoice from the platform, and your clients receive branded invoices from you via your connected Stripe account. This ensures you collect payment upfront.

For agencies on Starter or Freelancer plans, you can download the monthly CSV report and manually invoice your clients using the platform's invoicing tools or an external system.