Sub-Account Transfer FAQs

This article answers common questions about transferring a sub-account from one agency to another within the CRM platform.

What is a sub-account transfer?

A sub-account transfer is the process of moving an entire sub-account, including its data and settings, from a source agency to a destination agency. This is a complete transfer of the sub-account entity itself, not a merger of data into an existing sub-account. The process involves moving the sub-account in its entirety.

Can I merge one sub-account with another?

No. The transfer process is designed to move a whole sub-account to a new agency. It is not possible to merge the data from one sub-account into another existing sub-account. The transfer is an all-or-nothing operation.

How long does the transfer process take?

The total time for a transfer depends primarily on how quickly the involved parties complete the required steps. Once the requestor and the source agency owner have both submitted their respective forms with accurate information, the verification and transfer process by the system can take up to 72 hours.

The general process overview is as follows:

1. The requestor fills out the Sub-Account Requestor Form.
2. An email with a link to a Transfer Authorization Form is sent to the source agency owner.
3. The source agency owner completes the authorization form, verifying the requestor's information and providing credit card details from the source agency. This submission creates an official transfer ticket.
4. The system verifies all information on the official ticket and completes the transfer.
5. Notification emails are sent to both the destination and source agency owners confirming the transfer is complete.

What information is transferred?

The following data and settings are moved to the new agency:

• All websites and funnels.
• Built-in CRM calendars (note: external calendar integrations will be disconnected).
• All automations, which will be transferred in a live state.
• All contacts, including their conversation history, appointments, opportunities, and other associated data. This is the only method for moving conversations between agencies.
• User accounts, provided they are set to the 'Account' user type and are assigned exclusively to the sub-account being transferred.

What information is NOT transferred?

The following items will not be carried over and will need to be reconfigured after the transfer:

• All authorization connections (e.g., Google, Facebook, Instagram, QuickBooks, Clio, DrChrono, Yext) are deleted.
• Facebook and Google integration settings are cleared.
• Sub-account-level Stripe configuration fields are cleared.
• Any SaaS (Software-as-a-Service) settings are not transferred and must be disabled prior to the transfer.
• Smartlists are not currently transferred with the sub-account.

Are email (Mailgun/SMTP) and phone (Twilio) settings transferred?

No. The owner of the destination agency is responsible for setting up new email and phone senders. Phone numbers are not transferred by the platform. You must coordinate with the previous owner and Twilio directly to port any phone numbers you wish to keep associated with the sub-account. However, if the destination agency has the platform's native phone service enabled, any sub-accounts using that service will be transferred along with their phone numbers and A2P registrations to ensure no interruption.

What types of sub-accounts can be transferred?

HIPAA-enabled sub-accounts can only be transferred if the destination agency has also purchased the HIPAA Compliance add-on package from the CRM marketplace.

What are the requirements for the destination agency?

You can transfer a sub-account to any agency that is active or on a trial (not cancelled due to failed payments or a cancellation request) and is on a $297 or $497 monthly subscription (or their equivalent annual plans). Transferring to an agency on a $97 subscription is only permitted if the transfer would not cause the destination agency to exceed its limit of three sub-accounts.

What preparation is needed for the sub-account before transferring?

Before initiating a transfer, you should:

• Ensure all users you want to transfer are set to the 'Account' user type and are assigned only to the specific sub-account being moved.
• Set all campaigns, triggers, and workflows to a 'Draft' state.
• Disable any SaaS settings on the sub-account.

How do I request a sub-account transfer?

You can request a transfer for one sub-account at a time by following the instructions in the dedicated article on sub-account transfers. If you need to transfer multiple sub-accounts, you must use the separate bulk transfer request process.

What setup is required after the transfer is complete?

After the transfer, you will need to perform the following setup in the new agency:

• Reconnect all authorization connections (e.g., Google, Facebook, QuickBooks, Clio, DrChrono).
• Reintegrate Facebook and Google settings.
• Set up sub-account-level Stripe configuration.
• Re-add email sending services (like the platform's native email or Mailgun/SMTP) and phone services (Twilio).