Sub-accounts
Separate workspaces for your teams, regions or clients, run from one enterprise account — and whether each one has a wallet of its own or uses your credits, with an optional monthly limit.
A sub-account is a workspace of its own inside your enterprise account: its own agents, call history, campaigns, contact lists, API keys, team and credits. Your Admins become its Admins, so they open it from the Sub-accounts page or the workspace switcher. It calls from your phone numbers as well as any of its own, at your prices, under your approval rules. A sub-account can't have sub-accounts of its own.
Sub-accounts are an enterprise feature: Graine turns them on for your organization, with the number you may have. Your Admins then create and manage them on the Sub-accounts page.
Credits: two ways
Each sub-account either has a wallet of its own (the default, and how every sub-account starts) or uses your credits. You choose per sub-account, and can change your mind at any time.
| Its own wallet | Uses your credits | |
|---|---|---|
| What its calls are charged to | Its own balance | Your balance |
| How it is funded | You move credits into it, or back out, from the Sub-accounts page | Nothing to fund: there is one balance, yours |
| When its calling stops | Its own balance reaches zero | Your balance reaches zero, or it reaches its monthly limit |
| Prices | Its own rate card — a copy of yours, made when the sub-account was created | The same |
| What its Billing page shows | Its balance and its spending | Whose credits it uses, what it spent this month and its monthly limit — never your balance |
A new sub-account starts on its own wallet with nothing in it. Free welcome credits are never added to a sub-account.
Moving credits into a sub-account, or back out, happens exactly once, even if you press the button twice or your connection drops halfway. In the rare case a move can't finish, the dashboard says so: Graine has a record of it and puts both balances right, so don't move the credits again meanwhile.
Switching a sub-account to your credits
Open Sub-accounts and press Credits on the sub-account's row.
Choose Uses your credits, and enter a monthly limit if you want one — or leave it blank for no limit.
Read what will happen, shown under your choice, and press Switch to your credits.
When you switch:
- Any balance the sub-account has moves back to your balance, once — even if you press the button twice or your connection drops halfway.
- If the sub-account owes money (its balance is below zero), the switch is refused with the amount it owes. Move that much to it first, then switch.
- From then on its calls are charged to your balance, at its own prices. Your Billing page shows them under Spend by sub-account, and your spending includes them.
- Its people see "Uses your organization's credits", what it spent this month and its limit. They never see your balance, and there is nothing for them to top up. When its calling stops, the dashboard says why — your account is out of credits, or its monthly limit is reached — including on the agent editor's test-call button.
Using your credits isn't available yet on deployments that run on your own compute with our control plane (see Deployment); there, every sub-account keeps a wallet of its own.
The monthly limit
The limit is the most a sub-account may spend on your credits in one calendar month, counted in UTC. Leave it blank for no limit; change or remove it at any time from the same dialog.
- When it reaches the limit, only that sub-account's campaigns pause. Their pages say "Paused — this month's limit is reached". You and your other sub-accounts carry on.
- Calls already connected finish normally and are charged in full, so a month can end a little above its limit.
- Calling resumes on its own at the start of the next month, or as soon as you raise or remove the limit. Queued contacts, retries and call-backs wait meanwhile; none is lost, and none counts as an attempt.
- If Graine reverses a charge for one of its calls (a call billed in error, say), the amount comes off its month as well as going back to your balance. If that brings it back under its limit, it can call again straight away.
When your credits run out
- Your campaigns pause, and so do those of every sub-account using your credits. Their pages say "Paused — the parent account is out of credits". A sub-account on its own wallet is not affected.
- Calls already connected finish normally and are charged in full, so your balance can go slightly below zero.
- Queued contacts, retries, call-backs and scheduled calls wait; none is lost, and none counts as an attempt.
- Your Admins get one email saying your credits have run out. Sub-accounts are not emailed: their pages say why they paused.
- When you add credits, everything the empty balance paused resumes on its own within seconds, right where it stopped — yours and your sub-accounts'. A campaign someone paused by hand stays paused.
Switching back to its own wallet
Choose Its own wallet in the same dialog. Its calls are charged to its own balance again, which is empty after the switch above, so its calls stop until you move credits to it — the dialog says so before you save. What it spent on your credits stays in your spending and statements.
A call that was already under way when you switched it to your credits can be charged to its own wallet when it ends, leaving that wallet slightly below zero. Switching back pays that amount from your balance, once, so the sub-account starts again at zero rather than owing money. If your balance can't cover it, the sub-account keeps owing it until you move credits to it.
Who can do what
| Who | |
|---|---|
| Create sub-accounts, switch their credits, set monthly limits, move credits | Your Admins, on the Sub-accounts page |
| See spend by sub-account on your Billing page | Anyone in your workspace who can see billing |
| See a sub-account's own month and limit | Anyone in that sub-account who can see billing |
Roles and what each can do are described in Team roles.