Account Management
Manage multiple client accounts and organizations within your SquawkVoice platform. Create, configure, and administer accounts for different clients, departments, or business units with comprehensive control and oversight.Overview
Account management enables you to organize and administer multiple client accounts within a single SquawkVoice platform instance. This is essential for agencies, managed service providers, and organizations that serve multiple clients or have distinct business units.Account Management Benefits
- Multi-Client Support: Manage multiple clients in a single platform
- Isolated Environments: Separate data and configurations for each account
- Centralized Administration: Oversee all accounts from one interface
- Scalable Operations: Add new accounts as your business grows
- Role-Based Access: Control permissions and access levels per account
Account Structure
Understanding Account Hierarchy
SquawkVoice uses a hierarchical structure to organize accounts and manage access:Partner Level
Top-level organization that can manage multiple client accounts.
Account Level
Individual client accounts with isolated data and configurations.
Workspace Level
Projects or departments within each account.
User Level
Individual users with specific permissions and access.
Account Types
Different types of accounts serve various business needs:Client Accounts
Client Accounts
- Separate accounts for different clients or customers
- Isolated data, configurations, and billing
- Custom branding and settings per client
- Independent user management and permissions
Department Accounts
Department Accounts
- Separate accounts for different departments or teams
- Specialized configurations for specific business units
- Controlled data sharing and collaboration
- Department-specific workflows and processes
Test Accounts
Test Accounts
- Isolated environments for testing and development
- Safe space for experimenting with configurations
- Separate from production data and settings
- Temporary accounts for specific projects
Partner Accounts
Partner Accounts
- Accounts for business partners and affiliates
- Shared resources and collaborative features
- Joint project management and oversight
- Partnership-specific configurations and permissions
Creating and Managing Accounts
Creating New Accounts
- Navigate to Manage > Accounts in the SquawkVoice Studio
- Click Create Account to start the account creation process
- Fill in the essential account information:
Choose a descriptive name that clearly identifies the account purpose. Examples: “Acme Corporation”, “Marketing Department”, “Client XYZ”
Provide a brief description of the account’s purpose and scope.
Select the type of account (Client, Department, Test, Partner).
Configure billing details and payment methods for the account.
Account Configuration
Configure account-specific settings and preferences:Branding Settings
- Custom logos and branding elements
- Color schemes and visual identity
- Custom domain and subdomain settings
- Brand-specific voice and personality
Security Settings
- Authentication requirements
- Password policies and complexity rules
- Multi-factor authentication settings
- Session timeout and security policies
Integration Settings
- CRM and third-party integrations
- API access and webhook configurations
- Custom field mappings and data sync
- External system connections
Notification Settings
- Email and SMS notification preferences
- Alert thresholds and escalation rules
- Custom notification templates
- Communication preferences
User Management
Adding Users to Accounts
Manage user access and permissions for each account:Email address of the user to be added to the account.
Select the appropriate role for the user:
- Admin: Full access to account settings and management
- Manager: Can manage agents and view analytics
- Agent: Can create and configure AI agents
- Viewer: Read-only access to account data
- Custom: Custom role with specific permissions
Configure specific permissions for the user:
- Agent creation and management
- Analytics and reporting access
- User management capabilities
- Billing and account settings
- API access and integrations
Specify which workspaces the user can access within the account.
User Roles and Permissions
Define clear roles and responsibilities within each account:Account Administrator
Account Administrator
- Full access to account settings and configuration
- User management and role assignment
- Billing and subscription management
- Security and compliance settings
- API access and integration management
Agent Manager
Agent Manager
- Create and configure AI voice agents
- Manage knowledge bases and training data
- Monitor agent performance and analytics
- Configure voice settings and personalities
- Access to call history and transcripts
Analytics User
Analytics User
- View analytics dashboards and reports
- Access call history and conversation data
- Export data and generate reports
- Monitor performance metrics
- Read-only access to agent configurations
Support User
Support User
- Limited access for customer support purposes
- View call history and customer interactions
- Access to basic agent information
- No configuration or management capabilities
Account Administration
Account Settings
Configure comprehensive settings for each account:Manage account status (Active, Suspended, Pending, Deactivated).
Configure billing plan and feature access for the account.
Set limits for calls, agents, storage, and other resources.
Configure data retention policies and compliance settings.
Billing and Subscription Management
Manage billing and subscription details for each account:Billing Information
- Payment methods and billing addresses
- Invoice history and payment status
- Tax information and compliance
- Billing contact and preferences
Subscription Plans
- Current plan and feature access
- Plan upgrades and downgrades
- Usage-based billing options
- Custom pricing and enterprise plans
Usage Tracking
- Call volume and usage metrics
- Resource consumption monitoring
- Cost allocation and reporting
- Usage alerts and notifications
Invoice Management
- Invoice generation and delivery
- Payment processing and tracking
- Dispute resolution and support
- Financial reporting and analytics
Security and Compliance
Account Security
Ensure secure access and data protection for each account:Authentication
- Multi-factor authentication requirements
- Password policies and complexity rules
- Session management and timeout settings
- Single sign-on (SSO) integration
Access Control
- Role-based access control (RBAC)
- Permission management and assignment
- IP restrictions and geolocation controls
- Audit logging and monitoring
Data Protection
- Data encryption in transit and at rest
- Backup and disaster recovery procedures
- Data residency and compliance requirements
- Privacy and data handling policies
Compliance
- Industry-specific compliance standards
- Regulatory requirements and certifications
- Audit trails and reporting capabilities
- Compliance monitoring and alerts
Compliance Features
Meet regulatory and industry requirements:GDPR Compliance
GDPR Compliance
- Data protection and privacy controls
- Right to erasure and data portability
- Consent management and transparency
- Data processing agreements
HIPAA Compliance
HIPAA Compliance
- Protected health information safeguards
- Business associate agreement compliance
- Audit trails and access controls
- Breach notification procedures
SOC 2 Compliance
SOC 2 Compliance
- Security, availability, and confidentiality controls
- Regular security assessments and audits
- Incident response and monitoring
- Risk management and mitigation
Industry Standards
Industry Standards
- PCI DSS for payment processing
- ISO 27001 for information security
- FedRAMP for government compliance
- Industry-specific certifications
Analytics and Reporting
Account-Level Analytics
Monitor performance and usage across all accounts:High-level metrics and performance indicators for each account.
Track resource usage, call volume, and feature adoption.
Monitor agent performance, customer satisfaction, and resolution rates.
Billing, revenue, and cost analysis for each account.
Cross-Account Reporting
Generate reports across multiple accounts:Comparative Analysis
Compare performance metrics across different accounts.
Trend Analysis
Track performance trends and patterns across accounts.
Resource Allocation
Analyze resource usage and allocation across accounts.
Revenue Analysis
Monitor revenue, profitability, and growth across accounts.
Integration and API Access
Account-Specific Integrations
Configure integrations for each account:Connect with Salesforce, HubSpot, and other CRM systems.
Integrate with Stripe, PayPal, and other payment processors.
Connect with Slack, Microsoft Teams, and other communication tools.
Configure custom API integrations and webhooks.
API Management
Manage API access and usage for each account:API Keys
- Generate and manage API keys per account
- Set usage limits and rate limiting
- Monitor API usage and performance
- Secure key management and rotation
Webhook Configuration
- Configure webhook endpoints and events
- Set up notification and alert systems
- Monitor webhook delivery and reliability
- Custom webhook payloads and formats
SDK Access
- Provide SDK access for custom integrations
- Documentation and developer resources
- Sandbox environments for testing
- Technical support and assistance
Custom Integrations
- Build custom integrations and workflows
- Third-party system connections
- Data synchronization and mapping
- Integration monitoring and maintenance
Best Practices
Account Organization
- Clear Naming: Use descriptive names for accounts and users
- Logical Structure: Organize accounts by client, department, or purpose
- Consistent Configuration: Standardize settings across similar accounts
- Documentation: Maintain clear documentation for each account
User Management
- Role-Based Access: Assign appropriate roles and permissions
- Regular Reviews: Periodically review user access and permissions
- Onboarding Process: Establish clear processes for adding new users
- Offboarding: Ensure proper cleanup when users leave
Security and Compliance
- Access Monitoring: Regularly review and audit access logs
- Security Updates: Keep security settings current and compliant
- Data Protection: Implement appropriate data protection measures
- Compliance Monitoring: Regularly assess compliance status
Performance Optimization
- Resource Monitoring: Track usage and optimize resource allocation
- Performance Metrics: Monitor key performance indicators
- Capacity Planning: Plan for growth and scaling needs
- Cost Optimization: Monitor and optimize costs across accounts
Troubleshooting
Account creation issues
Account creation issues
- Verify required information and permissions
- Check for duplicate account names or conflicts
- Ensure proper billing information is provided
- Contact support for account setup assistance
User access problems
User access problems
- Verify user email and invitation status
- Check role assignments and permissions
- Review account status and access controls
- Contact support for user access assistance
Billing and subscription issues
Billing and subscription issues
- Verify payment method and billing information
- Check subscription status and plan limits
- Review usage and billing history
- Contact billing support for assistance
Integration problems
Integration problems
- Verify API credentials and endpoints
- Check webhook configurations and delivery
- Review integration logs and error messages
- Contact technical support for integration assistance