Products

Types of products

You can import products from your Agency library into your subaccounts. Products include:

• Agents
• Workflows
• Phone Numbers
• Actions (Custom Actions, Information Extractors, Call Transfers, Post-call SMS)

To import a product into a subaccount, follow these steps:

Depending on the product, you create a duplicate of it or transfer the product from your workspace to the corresponding subaccount.

Importing Agents

Importing an agent to a subaccount creates a duplicated version, leaving the original untouched.

Importing Workflows

Importing a workflow to a subaccount creates a duplicated version, leaving the original untouched.

Importing Phone Numbers

Importing a phone number to a subaccount transfers the number from the main workspace to the subaccount. The number becomes unavailable to the main workspace while it is assigned. To bring it back, select the phone number and remove it from the subaccount in question.

For API instructions, refer to the API reference.

Phone number ownership

Transferring a phone number to a subaccount does not change who owns it. A number the parent account bought or imported remains theirs while the subaccount uses it, and purchased numbers stay on the parent’s monthly subscription.

In practice:

• A subaccount cannot delete a number it does not own. Only the parent can pull a transferred number back or delete it.
• A number the subaccount purchases itself is its own, so it can delete it or cancel the subscription.
• Deleting a subaccount returns transferred numbers to the parent.

Importing Actions

Importing an action (Custom Action, Information Extractor, Call Transfer, or Post-call SMS) creates a duplicated version, leaving the original untouched.

Native Actions

When importing an action, you can choose to have it automatically attached to newly created agents to streamline the creation of templated agents. To do this, check the box to make the action native.